Structured process improvements in facilities management organisations: Best practice case studies in the retail sector

Facilities management is a key managerial discipline and large corporations are increasingly recognising its importance in respect of achieving organisational goals and objectives. Enterprises are able to improve their performance by the more effective use of resources, the matching of appropriate support systems to business activities, and the application of assertive management by those best qualified and equipped to carry it out. However, FM organisations lack clear guidelines to direct their improvement efforts and to benchmark their performance against other organisations. The SPICE FM (Structured Process improvement in construction environments – facilities management) maturity framework was developed as a response to this requirement. SPICE FM draws a distinction between FM organisations that have ‘mature’ or well-established processes, and those where the processes are ‘immature’. This paper briefly describes the characteristics of the SPICE FM Framework, followed by a review of the key findings from the case study undertaken