Process Thinking in Facilities Management: an Analytical View

Facilities Management (FM) processes are those extending over different functions and having customers as well as suppliers, therefore the FM organisational perspective should focus on the core and critical FM processes. In contrast to functional definitions, a process perspective in FM is clearly focusing on the tasks and activities that are taking place in the FM organisation. The emphasis should be on how the work is done, rather than the functional emphasis on what is done within the organisation. Most FM organisations have a culture that is focused on the service they provide. In such a culture people are naturally inclined to emphasise issues that are tangible, visible or measurable. In such organisations people are likely to resist activities that do not contribute to short-term tangible results. Due to fast changes in the market place, and customers’ increasing expectations, task oriented or functional thinking has therefore become outdated. Many facility managers now believe in process thinking. Some of the most important FM processes to describe and analyse are those which tend to enhance customer satisfaction. This paper will discuss some of the important FM processes identified through a series of case studies carried out as part of a major research study.