The paper illustrates the results of a research carried out in the outsourced service sector of Facility Management (FM). The objective of the research was to develop a new management model for FM able to enhance the business process performance. The case study of Azienda Servizi Sanitari 1 (ASS1), a medical service authority, and of the ATI, a temporary joint enterprise which provides non-core services to ASS1 highlights a discrepancy between the level of service perceived and provided. The research focused on the in-depth analysis of the application of a performance measurement system in the FM. The authors propose the introduction of a Performance Measurement System (PMS), which shares some indicators between the FM service provider and customer in a so-called Global Service (GS) contract. The proposed PMS is an integration of the Balanced Scorecard (BSC) and Service BSC (SBC) suited for the Facility Management service industry.
A performance measurement system for facility management: the case study of a medical service authority
DE TONI, Alberto Felice;
2006-01-01
Abstract
The paper illustrates the results of a research carried out in the outsourced service sector of Facility Management (FM). The objective of the research was to develop a new management model for FM able to enhance the business process performance. The case study of Azienda Servizi Sanitari 1 (ASS1), a medical service authority, and of the ATI, a temporary joint enterprise which provides non-core services to ASS1 highlights a discrepancy between the level of service perceived and provided. The research focused on the in-depth analysis of the application of a performance measurement system in the FM. The authors propose the introduction of a Performance Measurement System (PMS), which shares some indicators between the FM service provider and customer in a so-called Global Service (GS) contract. The proposed PMS is an integration of the Balanced Scorecard (BSC) and Service BSC (SBC) suited for the Facility Management service industry.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
