1 DEVELOPMENT OF A CUSTOMER PERFORMANCE MEASUREMENT SYSTEM (CPMS) FOR FACILITIES MANAGEMENT: ENABLING GENERIC MARKET BENCHMARKS

Purpose: to enhance the level of performance measurement sophistication by filling the existing void of strategically applying customer satisfaction systems in facilities management (FM). Methodology / approach: a strategic management approach is implemented to develop a Customer Performance Measurement System (CPMS). The CPMS consists of four stages, combining quantitative benchmarking techniques with qualitative analysis in order to produce strategic objectives for business process improvement. This paper provides key findings from stage 1, enabling the production of generic customer satisfaction benchmarks within FM. Findings: a lack of effective and accessible customer performance measurement research is evident within FM, in which the CPMS framework is a clear attempt to introduce a strategic management approach to improving FM customer performance. Research implications: the CPMS is currently in the process of being piloted. This paper should firstly be interpreted as an introduction to the theory and process behind the CPMS, whilst secondly in providing a crucial update on the generic customer benchmark findings from stage 1. Originality/value: the level of sophistication of customer performance measurement research within FM is limited. This paper aims to contribute to the enhancement of customer performance measurement in FM through the development of the CPMS