A robust benchmarking model for facilities management in buildings in Sri Lanka

Purpose Benchmarking enables Facilities Management (FM) professionals to identify performance gaps within FM functions. However, FM professionals have not effectively adopted systematic performance benchmarking models for their applications. This study focused on developing a robust model for benchmarking FM performance in buildings and proposed best practices for performance gaps. Design/methodology/approach The existing benchmarking models, such as the Xerox model, Kulikowski's model, Adewunmi's benchmarking framework and various Key Performance Indicators (KPIs), were thoroughly studied and applied with modifications in the proposed FM benchmarking model. A questionnaire survey was conducted to collect data to benchmark FM functions in buildings using the developed model. Furthermore, the best practices adopted in buildings were studied to propose good practices for underperforming buildings. Findings Twelve KPIs were integrated into the design of the proposed model. After studying the critical FM functions in hotels, apartments and office buildings, utilities, janitorial, housekeeping and security were selected to be benchmarked. Results show that financial benchmarks of utilities, janitorial and housekeeping and security metrics have increased in hotels, apartments and office buildings, while non-financial KPIs remain unchanged over the 4 years. Eight best practices are suggested to enhance FM performance in each building type. Originality/value The facility managers can use this proposed FM benchmarking model to compare the FM performance of their buildings with other similar buildings in the competitive business. Further, they can optimize the FM performance of their buildings, considering the benchmark values.