Managing effectiveness and efficiency through FM blueprinting

Coenen, Christian; von Felten, Daniel; Schmid, Mirjam

doi:10.1108/02632771111146332

Publication type:	Article in scientific journal
Type of review:	Peer review (publication)
Title:	Managing effectiveness and efficiency through FM blueprinting
Authors:	Coenen, Christian von Felten, Daniel Schmid, Mirjam
DOI:	10.1108/02632771111146332
Published in:	Facilities
Volume(Issue):	29
Issue:	9/10
Issue Date:	2011
Publisher / Ed. Institution:	Emerald
Publisher / Ed. Institution:	Bradford
ISSN:	0263-2772
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.
URI:	https://digitalcollection.zhaw.ch/handle/11475/3403
Fulltext version:	Published version
License (according to publishing contract):	Licence according to publishing contract
Departement:	Life Sciences and Facility Management
Organisational Unit:	Institute of Facility Management (IFM)
Appears in collections:	Publikationen Life Sciences und Facility Management

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Coenen, C., von Felten, D., & Schmid, M. (2011). Managing effectiveness and efficiency through FM blueprinting. Facilities, 29(9/10). https://doi.org/10.1108/02632771111146332

Coenen, C., von Felten, D. and Schmid, M. (2011) ‘Managing effectiveness and efficiency through FM blueprinting’, Facilities, 29(9/10). Available at: https://doi.org/10.1108/02632771111146332.

C. Coenen, D. von Felten, and M. Schmid, “Managing effectiveness and efficiency through FM blueprinting,” Facilities, vol. 29, no. 9/10, 2011, doi: 10.1108/02632771111146332.

COENEN, Christian, Daniel VON FELTEN und Mirjam SCHMID, 2011. Managing effectiveness and efficiency through FM blueprinting. Facilities. 2011. Bd. 29, Nr. 9/10. DOI 10.1108/02632771111146332

Coenen, Christian, Daniel von Felten, and Mirjam Schmid. 2011. “Managing Effectiveness and Efficiency through FM Blueprinting.” Facilities 29 (9/10). https://doi.org/10.1108/02632771111146332.

Coenen, Christian, et al. “Managing Effectiveness and Efficiency through FM Blueprinting.” Facilities, vol. 29, no. 9/10, 2011, https://doi.org/10.1108/02632771111146332.