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Managing effectiveness and efficiency through FM blueprinting

Managing effectiveness and efficiency through FM blueprinting 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Facilities Emerald Publishing

Managing effectiveness and efficiency through FM blueprinting

Christian Coenen; Daniel von Felten; Mirjam Schmid
Facilities , Volume 29 (9/10): 15 – Jul 5, 2011
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References (52)

Publisher
Emerald Publishing
Copyright
Copyright © 2011 Emerald Group Publishing Limited. All rights reserved.
ISSN
0263-2772
DOI
10.1108/02632771111146332
Publisher site
See Article on Publisher Site

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.

Journal

Facilities – Emerald Publishing

Published: Jul 5, 2011

Keywords: Process management; Customer perspective; Effectiveness; Efficiency; Core and support business; Facilities management; Modelling; Customer service management

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