An analytical method to evaluate facility management services for residential buildings

Besides constructed quality and environmental quality, the quality of facilities in residential buildings is influential to the living quality of numerous residents there. The functional quality of the facilities, in turn, is dependent on the quality of their operation and management. A review of the relevant literature and a focus group discussion with Facility Management (FM) practitioners, which were parts of the study reported here, unveiled that prior performance evaluation studies focussed on assessing the outcome of FM services whereas an analytical method suitable for holistic evaluation of the services is lacking. An interview survey with 297 users of a typical residential estate in Hong Kong was carried out to solicit their perceived levels of importance and performance of FM services. The responses were tested using the Analytical Hierarchy Process (AHP) to isolate those with inconsistent judgments, followed by computing the weightings for various aspects of FM services based on the consistent responses. The calculation of a weighted performance score for benchmarking purposes and a critical evaluation of the cost-effectiveness of FM services, which are crucial for achieving a quality and sustainable built environment, are illustrated.