Proposte metodologiche per l’organizzazione, la misurazione ed il controllo dei processi del Facility Management (FM)

Facilities management (FM) is a term that encompasses a wide range of activities involved in the effective management of built assets. It involves the total management of all services that support the core business of the organisation. It is widely accepted that facility management (FM) covers a wide range of facility services and the management of which can contribute to the relative success or the partial failure of an organisation’s business. FM is a key function in managing facility resources, support services and working environment to support the core business of the organisation in both the long- and short-term. However, the nature and characteristic of organisations are likely to vary too. Some organisations may focus very much on business strategic issues. While other organisations may only emphasise on their operational process and short-term outputs. The organizational objectives normally vary by different business environment. Different organisations are differently reliant on their facilities and support services, and affected by environment and context. In turn, facilities as well as FM function are prioritised differently to the core businesses of different organisations. Consequently, the function, role, scope and priority of FM function need to design to fit with these contingent matters. From this point of view this doctoral thesis aims to develop methodologies to support management in a complex facilities. The study, to be complete, refers to different facilities service as cleaning, energy management and plant maintenance; each service has been studied in one step of facility management process: organization, service level agreement definition and process control. The steps of the study are: Fm sector study: define market situation, identify dynamics of competition and factors of development; Guidelines for planning, execution and control of FM service: methods and application to hospital cleaning; Definition of service level agreement for FM service: method and application to energy services; Performance measurement and control: methods and application to maintenance services. This research points out the effectiveness of the develop methods to identify potential problems with FM services. It can provide a disciplined framework for examination of the relationships between decisions and the satisfaction of the end user of the property, whether in economic or environmental terms. It also provides a framework for the review of user satisfaction as business and other circumstances change. At a theoretical level this study develop different methodologies to be apply to FM process. At practical level, it shows step by step the application of methodology with case studies in different organizations.