Facilities Management Service Quality Indicators(Auditing systems for Commercial Buildings in India)

Jigar Chavda

Guide: Prof. Nimitt KariaCEPT University, AhmedabadMaster of Habitat Management

Research Proposal | Capstone Project

Contents:

• Key learnings

• The Thought

• Interest Area

• Importance of Service Quality Indicators

• Methodology.

Key Learnings:

• Clusters and their management.

• Involving the people in the process.

• Ward management • Street Vendors and

understanding the stake holders in this activity.

• Service Improvement Management Plan (City Level)

• Public Infrastructure

Efficient Service Delivery Citizen Satisfaction

Good GovernanceQuality Monitoring & Benchmarking

The Thought:What are the FM service quality indicators in commercial buildings?

Objectives

The objective of the research is to understand the core concepts andbenchmarks for service quality of Facilities Management. The study will be

further used to develop a rating system which will enable the facilitymanagers to understand and satisfy the needs of the end user.

Scope

The research will give a brief of what Facilities Management services incommercial buildings are, with a view to developing a rating system based on the

service quality and end user satisfaction keeping in mind the global benchmarks.

• Rapid Urbanization.• Complexity of Services.• Managing facilities in the

Urban Environment.

• Avg time spent by an Indian living in an urban area 8.1 hrs/day. (TOI Apr13,2011)

Importance of Service Quality Indicators:

Facilities Management service quality indicators facilitate the manager in understandingthe level of service efficiency and the satisfaction level of the end user.

The market for Facilities Management has grown with the IT revolutions. International players have alsoentered the Indian market to tap in on the growing opportunities. As per the latest industry estimate themarket size for the Facilities Management services is close to ₨ 80 billion and has an employment potentialof 5 million people. (Services, 2012)

Methodology:

Literature Review:• Qualitative study involving fundamental investigation of objective will be carried out in a systematic manner from

last decade’s primary data, published research papers, international journals, and standard books.

Data Collection:• The primary data will be collected in the form of questionnaires and interviews from the users of the commercial

buildings in the context of Ahmedabad.• The questionnaires will be designed in order to focus on understanding the FM service quality in commercial

buildings and satisfaction level of the end users.• The interviews will focus on understanding the evaluating criteria of the end user for these commercial buildings.

Data Analysis:• Primary data collected will be analysed in line with the literature review outcome, both quantitatively and

qualitatively so as to reach the research objective.

References:

I. Anker Jensen, P., 2008. The origin and constitution of Facilities Management as an integratedcorporate function. Facilities, 26(13/14), pp.490–500. Available at:http://www.emeraldinsight.com/doi/abs/10.1108/02632770810914253 [Accessed January 6,2015].

II. Barrett, P., Sexton, M. & Stanley, C., 1995. COBRA 1995. , pp.0–15.III. Broumels, M. & Leeuwen, T. Van, 2008. “Facilities Management ; from services to

experiences.”, pp.1–73.IV. Studies, C., 2014. RICS Strategic Facilities Management RICS Strategic Facilities Management

Case Studies. , (April).V. Netscribes (India), P. L., April 2013. Facilities Management Services Market in India 2013, India:

Reaserch and Markets.VI. Awasthi, R., 2004. The rise of the facilities manager. The Economic Times, India.VII. Services, A. F. M., 2012. Market Scan Report for Facility Management Industry, India: s.n.

Thank You