A service delivery approach to measuring facility performance in local government

Type	Journal
Author(s)	Brackertz,N. , Kenley,R.
Publication year	2002
Notes	ID: BRACKERTZ2002; 'Balanced Score Cards' are starting to find their way into the FM Lexicon (eg. Amaratunga, 2000; Occupier.org report 1). Here Brackertz and Kenley develop the approach in an important direction with their concept of the service balanced scorecard or SBS taking a service perspective, a customer / community perspective, a building perspective and a financial perspective, illustrated by reference to keep / dispose decisions in community buildings in and around Melbourne. The perspectives specifically incoporate views of the managers of service supported by a building. The impact, we are told, was to take a certain amount of political heat out of the decisions by involving more stakeholders. The approach is surely welcome, and moves FM towards business impact measures rather than those of the traditional facilities perspective. Reccomended Unfortunately operation of such a system would require a well developed asset database. Those who have one could do worse than take a look at the ideas presented here.
Publication	Facilities
Volume	20
Issue	03-Apr
Start page	127
End page	135
Ease of application	High
Stage of application	Operation or Asset decision
Evidence base	Moderate
Readability	High

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