KPI’s aren’t the answer to getting Performance in Facilities Services
Having been on the supplier and the client side in the past, I know that Key Performance Indicators (KPI’s) themselves don’t result in performance. While some people like the carrot and stick approach, you need a management approach that uses measurements (and other techniques, not just KPI’s) to get performance. Don’t just rely on a passive performance measurement system. In fact, sometimes KPI’s can even drive the wrong behavior if you aren’t careful.
My recent magazine article on getting the right service level from your outsourced (or subcontracted) service provider has been published and already I’ve received positive feedback. This article came from a startling statistic from a recent IFMA research report that said getting the right service was an issue with 78% of the facility executives surveyed.
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