A performance measurement system for facility management: the case study of a medical service authority

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