Eighteen per cent of FM companies do not measure performance, according to a survey.
Out of more than 300 delegates who signed up to a seminar exploring whether facilities managers are using performance management to maximum effect, only 38 per cent said they believe that their organisation's approach to performance management in FM enables them to improve their supplier performance significantly.
The webinar, hosted by FM software provider Service Works Group in collaboration with the industry's event, the Facilities Show, also revealed that 8 per cent of FMs even feel that measuring has had a negative effect on performance and that results have been contested by suppliers.
However, the benefits of well-executed performance management could be on the horizon as 37 per cent of webinar attendees reported that they are in the early stages of implementing performance management strategies and are awaiting the results.
Organisations are also changing the way they define their FM service expectation, with the trend for the output defined specification, rather than input specification rising. Nine per cent of delegates, polled during the webinar, use only input specs while 30 per cent use output specifications. There are advantages and disadvantages with both methods, indicated by the fact that 61 per use a combination of the two.
Thirty per cent of attendees believe that service level agreement (SLA) and key performance indicator (KPI) acronyms are confusing. 14 per cent consider the SLAs are too loosely defined, and 24 per cent think that organisations are hampered by too many KPIs. Only 31 per cent agree that the measurements are being broadly used as intended.
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