The added value of facilities management: benchmarking work processes

Purpose - To provide a review of the various approaches to benchmarking and best practice facilities benchmarking techniques currently applied on the European Facilities Management Market. Design/methodology/approach - Using practical examples, the benchmarking methodologies for assessing the three main aspects of facilities service provision - i.e. process, quality and costs - are identified and discussed in the context of their relationship one to the other. The central mechanics and approaches to benchmarking are identified prior to a more detailed assessment of the various methodologies. Findings - The benchmarking techniques discussed are all applicable to derive benchmarks for comparison with industry standards. It recognises the pros and cons of each methodology and highlights the circumstances at which to best implement them. Practical implications - Facilities management is at different degrees of development in the EU member states and as such the benchmarking methodologies discussed in this paper might not be appropriate for immediate implementation in each of the member countries. Originality/value - This paper evaluates a current main topic within the facilities management industry and provides a step-to-step guide to organisations that want to commence benchmarking their facilities services provision.