The appraisal of workplace performance measurement tools

Huovala, R

Abstract

The competitive market has pressured companies to produce more, to a better
quality, in less time with fewer resources, hence the drive to increase business
productivity and cut costs. In the field of facilities management this has meant that
the need to demonstrate the contribution made to improve productivity has
intensified. One fundamental attempt to illustrate this contribution has been
directed toward high performance workplaces. This thesis is concerned with
workplace performance measurement tools and methods, and identifying flawed
understanding within them to distinguish how they could be further developed.
The research questions were narrowed down through a content analysis of the
problem defining process of a FM practitioner-led research forum and through an
initial literature review. As a result, it was identified that the over-emphasis on cost
reduction within FM practice limits potential workplace improvements due to
insufficient evidence needed to demonstrate the value these would add to the
business. The practitioners have suggested that one reason for this is a lack of
workplace performance measurement knowledge. They proposed that tools that
focus on effectiveness rather than efficiency should be developed to create a link
between Facilities Management input and output to demonstrate the contribution of
FM to the core business (workplace productivity). These, mainly practice-initiated,
problems have been used as a basis for this research as representing a timely,
real world, enquiry.
The importance of applying a practical point of view to this research is explained
through discussing the philosophies of real world research and describing the
connection between 'management research' and the principles of 'action research';
and through highlighting the importance of a 'practice-led and theory-sensitive'
approach to enable usefulness for both theory and practice.
The aim was to reflect on and critically appraise the current tools and methods
documented in literature and used in practice. Eight tools have been identified and
examined. The setting of logical and comprehensive criteria for the critical
appraisal became a fundamental challenge -better understanding of different
approaches to workplace performance measurement was needed. This was
achieved through a parallel review of the Centre for Facilities Management's case
study database and through a literature review. Further interviews were also
carried out with the FM practitioners of the research forum, but also with other
case study organisations (to gain a broader view) to confirm the findings and to
better understand their practice of workplace performance measurement. As a
result, exploratory criteria were developed and further examined. The creation of a
research problem was possible through a gap analysis of the identified methods
and tools, and the proposed criteria.
It was recognised that these tools and methods place little emphasis on supporting
the continuous change within organisations and that an understanding of people
activities, such as communication and team interaction, was underdeveloped. The
focus was mainly on defining the performance of a physical workplace, rather than
the effects this has on the people activities. It is argued that these tools often aim
to provide feedback for the construction industry to improve the future design,
rather than for the purpose of the organisation to improve the suitability of their
workplace for their business functions.

• Thesis Type: Dissertation
• Deposit Date: Jun 29, 2021
• Award Date: May 1, 2004