A service-oriented perspective of facility management

Abstract

Purpose – The purpose of this article is to provide a service-oriented understanding of the field of facility management (FM) and describe the role that services management plays in successful FM. Even though the definitions for FM by European Committee for Standardisation include the term “service” several times, there remains a need for an established management understanding that reflects the service character of FM, while also accounting for its multidimensional management challenges. Design/methodology/approach – This goal is achieved by applying the main characteristics of services management to FM, describing the service-specific perspectives of FM, analyzing the specific quality attributes of FM as a service management discipline and introducing important services management implications for FM. Findings – The article describes in detail how FM can benefit from taking a services management perspective and gives useful implications for managers in the following key fields of action: process management, tangibility management, personnel management and relationship management. Originality/value – Services management knowledge and expertise have the potential to position FM as an even more professional business discipline.