Performance Evaluation in Facilities Management: Using the Balanced Scorecard Approach

This paper is about performance evaluation in facilities management. It identifies the Balanced Scorecard as a widely used management framework for optimal measurement of organisational performance, discusses the fundamental points to cover in its implementation and describes the application which translates an organisation’s mission and strategy into a comprehensive set of performance measures that provide the framework for a strategic measurement and management system for facilities management. It emphasises that non-financial criteria are as important as financial criteria in measurement systems. The implications of the Balanced Scorecard for facilities management is reviewed, based on the case studies carried out, and a set of propositions are suggested, which may form the basis for further research.