“A CASE OF IMPLEMENTATION OF THE IMPORTANCE-PERFORMANCE MATRIX IN FACILITY MANAGEMENT”

This paper describes the Importance-Performance Matrix (IPM) implementation in a Facility Management (FM) case study. The case is a multi-services contract signed by Azienda per i Servizi Sanitari n.1 in Trieste (customer), a medical service authority, and Consorzio Nazionale Servizi (provider), FM service provider Italian leader. The tool is used to highlight the priority factors for the overall improvement of the contract established services. Both contract parties were involved in the tool implementation. Results highlight that a lot of factors need improvement actions, even though none with urgent actions. Furthermore research points out that not all the priority factors were recognized as such by contractors even before IPM implementation. After knowing the research results a meeting was called by the contractors to find out together improvement actions for contract established services. All the come out initiatives are implementing at the moment.