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FM thesis
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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