Role of ICT Innovation in Facilities Management SErvices in Malaysia

The innovation sources in facilities services and the roles play by information and telecommunication technology (ICT) are the enabler innovation processes. This proposal based on the underlying idea to evaluate the sources of innovation facility management services and the role of ICT in supporting such innovation processes. Based on literature review, a conceptual framework is proposed, which is then used to analyze empirical data. The conceptual framework is developed based on the literature review as a guideline for the research processes and data analysis. The empirical data will be gathered through structured interviews with main actors in the facilities management market. The main finding is that facilities management services innovation is expected driven by the management. Nevertheless, employees may contribute to innovation and customers may act as the co-creation through customer pull mechanism. These roles seem to be more limited in facilities services innovations because it can be costly to consider the demand from the customer. From the usage of ICT in facility management services, it is expected to increase productivity, cost reduction, established the communication channel and expedites the delivery system