Title: Managing effectiveness and efficiency through FM blueprinting
Authors : Coenen, Christian
von Felten, Daniel
Schmid, Mirjam
Published in : Facilities
Volume(Issue) : 29
Issue : 9/10
Publisher / Ed. Institution : Emerald
Publisher / Ed. Institution: Bradford
Issue Date: 2011
License (according to publishing contract) : Licence according to publishing contract
Type of review: Peer review (Publication)
Language : English
Subjects : Core and support business; Process management; Customer perspective; IFM
Subject (DDC) : 658.2: Facility Management
Abstract: Purpose - The purpose of this paper is to investigate the specifics of facilities management (FM) process modelling and the application of the service blueprinting technique within the field of FM. The paper aims to develop a visualisation method for optimised management of process interfaces to better integrate core and support processes and increase effectiveness and efficiency. Design/methodology/approach - Based on an extensive overview of general management literature about process management issues in FM, certain challenges and requirements of FM process modelling are presented and discussed. Service blueprinting, a technique known from services marketing, is introduced and characterised in detail. Subsequently, the application of blueprinting within the FM sector is discussed and the specifics of FM blueprinting are presented. A qualitative case-based research in the health-care sector was conducted to provide a practical insight into this technique. Findings - The paper argues that the implementation of FM blueprinting gives management the opportunity of improving process steps and dependent interrelationships between core and support processes. The insights not only apply to the field of management, but can also readily be used for operations. Originality/value - The paper presents a new process modelling method that supports the customer-oriented perspective within FM and facilitates the visualisation of simultaneous complex process networks within core and support businesses. The paper introduces the possibility of including measures to achieve effectiveness and efficiency within one single process visualisation.
Departement: Life Sciences und Facility Management
Organisational Unit: Institute of Facility Management (IFM)
Publication type: Article in scientific Journal
DOI : 10.1108/02632771111146332
ISSN: 0263-2772
URI: https://digitalcollection.zhaw.ch/handle/11475/3403
Appears in Collections:Publikationen Life Sciences und Facility Management

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