Track: Service Systems and Service Management

Abstract

It is a difficult task to attempt developing generic Key Performance Indicators for all the functions of Facilities Management services in all the organizations it serves. Nevertheless, the exercise is possible for organizations with similar objectives. For example, the objectives of Higher Education institutions revolve around teaching, learning and research that require functional infrastructure, technology and services. The client, end-users and service providers in these organizations can develop acceptable indicators for the operation of the support facilities and that will facilitate the creation of an effective benchmark. The modified classic Delphi technique was used in achieving the consensus of opinion from the participants. The findings revealed that there was convergence of opinion on the essential indicators that can enhance the provision, operation and management of the required support facilities for the effective performance of the core functions of Higher Education institutions. It was recommended that the research should be extended to cover all Higher Education institutions within and across all regions for the collection of more comprehensive information.