Understanding the context for best practice facilities management from the client's perspective

Abstract

PurposeThe paper has the purpose of demonstrating that (business) process modelling can be used to portray facilities management as a hierarchical set of activities which combine to satisfy the business needs of the client organisation. The paper aims to show, through a top‐down approach, how service provision must be set in a wide context if its role in fulfilling those needs is to be successful. The question of whether or not to outsource services is given particular prominence. A secondary purpose is to show how best practice and attempts to improve current practice can benefit from the modelling approach.Design/methodology/approachBusiness process (IDEF0) modelling is used to portray the facilities management process from the perspective of the client organisation.FindingsService provision must be set in a wide context if decisions and their outcomes are to be consistent with the delivery of best value and customer satisfaction. The model of the facilities management process presented in the paper shows, for instance, where and how the decision to outsource or retain services in‐house fits into the total picture. The transparency afforded by the model and the procedures that can be derived from it will enable clients to reach a competent decision and not one based on incomplete consideration. Furthermore, clients are able pursue a policy of continual improvement and with that practices that can be regarded as “best” in their context. As a template of current best practice, the model is also the context for evaluating the worth of new insights and novel practices.Research limitations/implicationsThe model is limited to a top‐down approach to the facilities management process; as such, it does not consider very detailed issues.Originality/valueThere exists no authoritative model of the facilities management process from the client's perspective. The issue of context has not received adequate treatment in the literature.