[01] Akinwamide David Oluwatofunmi, Department of Estate Management, Federal University of Technology, Akure, Nigeria.

The effectiveness of Facilities Management (FM) service delivery to its end users is highly depending on FM performance itself. This study therefore aimed at examining the users’ performance evaluation of facilities management practice in federal secretariat complex, Akure. Three hundred and twenty five (325) occupants was taken as the sample size for the study. 81 structured questionnaires was administered to respondent of maintenance unit which comprises of professionals in the built environment using purposive sampling while 224 structured questionnaire administered to respondents of other users’ of the building were randomly selected. A total of 268 (82%) questionnaires was returned and found valid for analysis. Data collected were rated on a five-point Likert scale and analyzed using factor analysis by principal component while a balanced scorecard was developed based on those factors. The result of factor analysis reduced the variables necessary for optimum performance of facilities management practice service delivery into four factors: namely User satisfaction and cost avoidance, Effective service delivery, Commitment, feedback and learning, and Communication and team work (factor). The four factors produced a cumulative loading of 80.688%. Therefore, the study recommend that maintenance unit should pay attention to those factors that contribute to the performance of facilities management practice of the complex. However, facilities manager should also develop an appropriate Balanced Scorecards based on those factors to measure performance relating to service delivery to its end users.

Facilities Management, Performance Evaluation, Balanced Scorecard and Federal Secretariat Complex

[01] Ahmad, R., (2008). Role and Approach of Building Surveying in Facilities & Maintenance Management, National Seminar on Facilities & Maintenance Management In the 21st Century: The Demands & Needs for Growth In Malaysian Building Industry, Kuala Lumpur. [02] Ashton, C. (1998) Balanced scorecard benefits Natwest bank, International Journal of Retail and Distribution, Oct-Nov 26, 110-111. [03] Alexander, K., (1996). Facilities Management Theory and Practice, Taylor & Francis, Basingstoke. [04] Amaratunga, D. and Baldry, D. (2000). Assessment of facilities management performance in higher education properties. Facilities, 18 (7/8), 293-301. http://dx.doi.org/10.1108/02632770010340681 [05] Asiabaka, I. P. (2008), “The need for effective facility management in schools in Nigeria”, New York Science Journal, 1 (2), 10-21. [06] Atkin, B. and Brooks, A., (2000). Total Facilities Management. Blackwell Science, London. [07] Cable, J. H. and Davis, J. S., (2004). Key Performance Indicators for Federal Facilities Portfolios. Federal Facilities Council Technical report 147. National Academic Press, Washington, DC. [08] Cardellino, P. and Finch, E., (2006). Evidence of systematic approaches to innovation in facilities management, Journal of Facilities Management. 4 (3), 150-66. [09] Eccles, R., (1991). The performance measurement manifesto, Harvard Business Review. 131-137. [10] Gbolagunte, B. (2017). Federal Secretariat, Akure, in total decay. The Sunlight News Report. www.sunlight.com. [11] Hinks, J. and McNay, P., (1999). The creation of a management-by-variance tool for facilities management performance assessment. 17 (1/2), 48-60. [12] Jonsson, P. and Lesshammar, M., (1999). "Evaluation and improvement of manufacturing performance measurement systems - the role of OEE", International Journal of Operations & Production Management, 19 (1), 55-78. [13] Kaplan, R. S. and Norton, D. P., (2001). Transforming The Balanced Scorecard From Performance Measurement To Strategic Management: Part I, Accounting Horizons, 15 (1), 87-104. [14] Kaplan, R. S. and Norton, D. P. (1996a). The Balanced Score Card, Harvard Business School Press, Boston, MA. [15] Kaplan, R. S. and Norton, D. P. (1996b), “Linking the balanced scorecard to strategy”, California Management Review, 39 (1), 53-79. [16] Kennerley, M. and Neely, A., (2003). "Measuring performance in a changing business environment", International Journal of Operations & Production Management, 23 (2), 213-229. [17] Lavy, S., Garcia, J. A. and Dixit, M. K., (2010). Establishment of KPIs for facilit y performance measurement: review of literature. 28 (9/10), 440-464. [18] Lingle, J. and Schiemann, W., (1996,). From balanced scorecard to strategic gauges: is measurement worth it?.., Management Review, 85 (3), 56-61. [19] Mohammed, M. A. and Hassanain, M. A. (2010), “Towards improvement in facilities operation and maintenance through feedback to the design team”, The Built & Human Environment Review, Vol. 3. [20] Mohd Noor, M. N. and Pitt, M. (2009). A Critical Review on Innovation in Facilities Management Service Delivery Facilities. 27 (5/6), 211-228. [21] Mooraj, S., Oyon, D. and Hostettler, D. (1999). The balanced scorecard: a necessary good or an unnecessary evil?, European Management Journal, 17 (5), 481-91. [22] Murthy, D. N. P., Atrens, A. and Eccleston, J. A., (2002). Strategic Maintenance Management, Journal of Quality in Maintenance Engineering, 8 (4), 287-305. [23] Neely, A., Gregory, M. and Platts, K., (1995). Performance Measurement System Design: A Literature Review and Research Agenda, International Journal of Operation & Production Management, 15 (4), 80-116. [24] Nik-Mata, N. E. M., Kamaruzzamanb, S. N. and Pitta M. (2011) Assessing the Maintenance Aspect of Facilities Management through a Performance Measurement System: A Malaysian Case Study. Elsevier Ltd. Procedia Engineering. 20, 329–338. [25] Nutt, B. and McLennan, P., (2000). Facility Management Risks and Opportunities. Oxford: Blackwell Science Ltd. [26] Ogungbile, A. J. and Oke, A. E., (2015), "Assessment of facility management practices in public and private buildings in Akure and Ibadan cities, south-western Nigeria", Journal of Facilities Management, 13 (4), 366–390. [27] Parida, A. and Kumar, U., (2006). Maintenance Performance Measurement (MPM): Issues and Challenges, Journal of Quality in Maintenance, 12 (3), 239-251. [28] Sinclair, D. and Zairi, M., (1996). Assessing the Effectiveness of Performance Measurement Systems: A Case Study'', Total Quality Management, 7 (4), 367-78. [29] Tay, L. and Ooi, J. T. (2001). Facilities Management: A Jack of All Trades? 19 (10), 357-362. [30] Then, D. D., (1999). An integrated resource management view of facilities management. 17 (12/13), 462-469. [31] Webster, C. and Hung, L., (1994). Measuring Service Quality and Promoting Decent ring'', The TQM Magazine, 6 (5), 50-55. [32] White, G. P., (1996). A Survey and Taxonomy of Strategy-Related Performance Measures of Manufacturing'', International Journal of Operations & Productions Management, 16 (3), 42-62. [33] Wordsworth, P. (2001). Lee's building maintenance management: 4th Edition, Oxford: Blackwell Science Ltd.