Facility Management

The aim of this chapter is to investigate a possible implementation of the
existing BIM-Objects Information Requirements and data standards in relation to
information need of FM processes. In order to address this topic, it is presented the
output of a methodological experimentation carried out at Politecnico di Milano
with the aim of defining a datasheet template enabling information exchange to
support FM activities in a BIM environment. The proposed data schema together
with its protocol compilation shall support FM activities by defining a dataset to be
included in model elements as necessary to multiple activities which characterizes
facility management phase (i.e. maintenance scheduling, space management, spare
parts management, etc.). Ongoing research is showing some areas of possible
integration of the protocol/data format with FM activities, such as the development
of a maintenance manual starting from the design and construction information as
provided by the BIM model. The developed datasheet template is also allowing
some experimentation concerning the implementation of existing interoperable
overlays between BIM software and Facilities Information Systems.

Evaluación de aspectos de seguridad y protección de activos previos a la elección de un inmueble

Este trabajo propone una serie de pautas para el análisis de aspectos de seguridad que puede realizarse sobre diferentes sitios o lugares elegidos, antes de tomar la decisión final de tomar posesión de uno de ellos.
Analiza factores edilicios y del entorno que podrían afectar el patrimonio de las organizaciones. Su propósito es anticipar amenazas o riesgos que en caso de ocurrir podrían alterar las operaciones o inclusive la continuidad del negocio.
Nos encontramos en épocas difíciles para las organizaciones y para los seres humanos en general. La pandemia es un hecho de rara ocurrencia pero de altísimo impacto para la vida de todos.
Sin embargo en épocas normales existen una gran cantidad de factores que pueden ser estudiados evaluados y anticipados para asegurar que no afecten el desarrollo de nuestras actividades.

Issues that will shape the future of higher education institutions and new trends in campus architecture were the themes of a recent international seminar. Francisco Marmolejo, former consultant to the Organisation for Economic Co-operation and Development (OECD), presents here an ...

Purpose -The purpose of this paper is to identify key risks that are posed to the security of a site and building perimeters in the first and second lines of defense against terrorism, and are relevant to facility managers. Design/methodology/approach -A qualitative approach to the literature review was applied. This involved an extensive literature search of existing peer-reviewed research papers, as well as state and federal reports to mark crucial issues relating to the security of a facility. Strategies to deal with the critical issues pertaining to the security of a facility were reviewed, based on the literature. Findings -The paper identifies major security risks suggested by the literature and lists strategies to address those risks. The paper also proposes recommendations made by the literature; their implementation may provide a higher level of security to key areas located in the first and second lines of building defense. Practical implications -The site and building perimeter areas that offer great potential for avoiding and deterring terror attacks are often neglected in terms of security planning, which seriously hampers efforts to provide an enhanced level of security to the facility. The paper points out these areas and major security issues related to them, so they can be taken care of by design professionals as well as facility managers. Originality/value -The paper provides a comprehensive and detailed review of various aspects tied to the security level of critical areas of the building and site perimeters that could be useful to facility managers of critical facilities.

Many studies have showed that safe, healthy, clean, quiet and comfortable school environment are major factors in achieving successful teaching and learning goals.
And yet, many of our Ministry of Education (MOE) schools are in disrepair, with systems in need of repair or replacement. But with Ministry of Education maintenance and service budgets growing increasingly while overall level of service is declining, it is important to ensure that investments are going towards efforts that can best foster healthier buildings and environments. 
This paper presents initial findings of the characteristics of important aspects of a performance evaluation approach related to public education properties in Kuwait’ Ministry of Education, and discusses the current development of a strategic directions to implement total facility management practices complemented with Geographical Information Systems (GIS) based on clear definition of Service Level Agreements (SLA) and firm measurements of Key Performance Indicators (KPI).

The emerging of facility management in Malaysia was started in the middle of year 1990 with the aims of ensuring national facilities well function and have a maximum life cycle. A regard to industry excellence, facility management personnel must have certain competencies. This study aims to identify the facility management competencies in technical institutions. A total of 34 facility management personnel participated in this study. Data were collected using a questionnaire. The finding shows that all elements 24 items of facility management competencies obtain mean scores above 4.0. This indicates that the competencies element is very important and required in carrying out the responsibility for facility management in technical institutions.

, and research associate at the Centre for People and Buildings. He specialises in briefing and postoccupancy evaluation of buildings. He has published a number of books and articles on building-in-use studies of child care, health care, assisted living for the elderly, universal design and socially safe designs. In recent years, his research has concentrated on the effects of innovative workplace design on the performance of organisations and their employees. He is working now on a tool for a diagnostic post-occupancy evaluation of new offices.

The increasing competitiveness in the business sector forces facilities managers in reducing expenditure on "non-core" activities. Consequently, the integration of different domains related to facilities management (FM) motivates the development of a quantitative model, which may contribute both to the planning of FM activities and to the improved effectiveness of FM units. Three methodologies were used in the research presented in this paper: a structured FM survey conducted among acute care facilities in Israel; a statistical analysis of the data; and the conceptual development of an FM model. The proposed model is divided into three main phases that deal with the following five main FM domains. The outcomes of the model produce a set of variables, which can be analysed according to a given facility. In addition, the model provides guidelines for the methodological design and management of healthcare facilities from a life-cycle perspective.

Purpose -This article aims to introduce the special issue of the journal Facilities on "World Heritage cities management", together with the respective articles. Design/methodology/approach -This introduction addresses the topic of world Heritage cities management and its relevance to science and society. In so doing, it indirectly points to the emerging field of cultural heritage management within facilities management. Findings -Even though the management of cultural heritage assets is nothing new for facilities managers, cultural heritage management as a field of research can be considered at a younger stage of development than other related studies, such as the discipline of architectural conservation, which originated in the nineteenth century with the advent of modernity. The application of management practices to immovable cultural heritage assets emerged as recently as the 1990s. At a time in which the role of culture and heritage in processes of sustainable development is gaining more ground, this special issue can be seen as the first of more contributions to come, which aim to enhance the conservation and management of cultural heritage assets for the benefit of present and future generations. Originality/value -This paper aims to make a contribution to the growing field of cultural heritage management and is of use to facilities managers, scholars and consultants who have responsibilities but limited knowledge in this field.

Despite rhetoric of added value, facilities management suffers a dearth of objectively researched, publicly available information concerning the impact of facilities on businesses at the level of market sectors or individual organisations. This paper aims to correct that situation for UK higher education institutions. A survey of undergraduates starting university in 2001 has confirmed, to high levels of significance, earlier research with the 2000 intake. For many institutions, facilities factors, where provided to a high standard, are perceived as having an important influence on students’ choice of institution. Year‐on‐year comparisons show strong agreement at the global level and, where data could be gathered, at the institutional level. Individual institutions show marked differences, significant at levels of confidence of over 95 per cent. A comparison of “reputational pull” and “facilities pull” is suggested as a means of differentiating the “brand” of different institutions.

School facilities have the important role to ensure the quality of teaching and learning with respect to achieve quality of education. The performance of school facilities significantly affected on student achievement. Therefore, the study on measuring school facility performance is basically important to be taken in order to provide appropriate teaching and learning environment. This paper aims to discuss about framework on measuring the performance of school facilities in public primary school in Batubara district in Indonesia. The concept of facility conditions that identified by Schneider is applied as a basis to measure school facilities performance. The proposed framework is structured through distributed questionnaire spread over Batubara district in order to find the level of school facilities performance from stakeholder perspective, in this case for those who work in school that using facilities. The level of school performance will be ranged from poor to excellent. The results are expected to be used as a guide for school to improve school facilities in public primary school in Indonesia concurrently leading to the improvement of the quality of education in Indonesia in the future.

This paper asserts that, despite rhetoric of added value, facilities management suffers a dearth of objectively researched, publicly available information concerning the impact of facilities on businesses at the level of market sectors or individual organizations. The paper aims to correct that situation for United Kingdom higher education institutions. A survey of undergraduates starting university in 2001 confirmed, to high levels of significance, earlier research with the 2000 class. For many institutions, facilities factors, where provided to a high standard, are perceived as having an important influence on students' choice of institution. Year-on-year comparisons show strong agreement at the global level and, where data could be gathered, at the institutional level. Individual institutions show marked differences, significant at levels of confidence over 95 percent. A comparison of "reputational pull" and "facilities pull" is suggested as a means of dif...

a b s t r a c t a r t i c l e i n f o Incorporating energy efficiency and sustainable green design features into new/existing buildings has become a top priority in recent years for building owners, designers, contractors, and facility managers. This paper intends to address why delivery of an energy efficient building is not just the result of applying one or more isolated technologies. Rather, it can best be obtained using an integrated whole building process throughout the entire project development process, which leads building designers to generate a large amount of data during energy simulations. The authors observed that even a simple energy modeling run generated pages of data with many different variables. The volumes of energy modeling data clearly overwhelm traditional data analysis methods such as spreadsheets and ad-hoc queries with so many factors to be considered. An integrated or whole building design process involves studies of the energy-related impacts and interactions of all building components, including the building location, envelope (walls, windows, doors, and roof), heating, ventilation and air conditioning (HVAC) system, lighting, controls, and equipment, which shows why it is so difficult to find the correlation between different systems. The objective of this research is to develop an energy efficient building design process using data mining technology which can help project teams discover important patterns to improve the building design. This paper utilizes the data mining technology to extract interrelationships and patterns of interest from a large dataset. Case study revealed that data mining based energy modeling help project teams discover useful patterns to improve the energy efficiency of building design during the design phase. The method developed during this research could be used to guide designers and engineers through the process of completing an early design energy analysis based on energy simulation models.

Modern health care reform emphasizes efficient resource and facility management and the need to develop strategies to direct patients with lower-acuity concerns away from the relatively cost-inefficient fullservice pediatric emergency department (ED). This study examined a pediatric fast track system for triage accuracy and turnaround times. Egleston Childrens Hospital is a regional, urban, tertiary-care academic center which is a major teaching affiliate of Emory University School of Medicine. The pediatric ED has an annual census of more than 30,000 patient encounters. During the 9-month period from December 1993 through August 1994, 2,243 lower-acuity patients were evaluated in the fast track section of the ED. Patients assigned to the fast track system maintained a quicker turnaround time than the aggregate of all patients seen in the ED (107 [95% CI 0, 245] minutes versus 149 [95% CI 0, 341] minutes, P < .01). Their total turnaround time was also less than that for patients with similar acuity levels seen during the hours that the fast track system was not in operation (120 [95% Cl 0, 300 minutes], P < .01). Only 63 of the 2,243 (2.8%) patients assigned to fast track were found to have higher acuity levels than suspected at initial triage. In all cases they were appropriately cared for in the fast track area. The fast track system appears to be an effective method by which an urban pediatric ED can efficiently maintain patient flow in light of limited resources, space constraints, limited manpower, and an increasing census. (Am J Emerg

The recent mining boom in the Northwest of Western Australia had lead to the region experiencing some of the highest rates of growth anywhere in the world. This recent increase in mining activity was in the wake of 10-15 years of lesser activity that resulted in poor maintenance and low grade facility upgrades. The primary restriction to growth industries in this region is in providing accommodation for the massive influx of workers. This investigation was a targeted assessment of the health risk of occupants to mould exposure in mine site accommodation buildings. The buildings are colloquially known as “Singlemens Quarters” or ”Dongas” and were located in the Pilbara Region of North-West Australia. Initial inspections were initiated by a flooding event; however, the investigation of the affected rooms identified several areas of existing mould damage. The main causes of the mould damage were refurbishments of wet bathroom areas into accommodation units and condensation from constant air-conditioning, which resulted in interior finishing’s & materials being below the dew point temperature. Extensive visible mould growth was manifest throughout the accommodation buildings. A detailed scope of works provided step by step instructions for workers with the aim of re-instating the mould affected accommodation to a normal or habitable condition. This study highlighted the need for a methodical and thorough process when assessing risk of mould exposure and in mould mitigation and mould remediation processes. The proper appropriation of resources in this project also established the financial and environmental benefits of this approach.

... Assuming an efficiency ratio of 80 percent (which is high, but allows for operational energy ... to be 1.5m/m 2 and the energy embodied in recurrent non-furniture elements ... Graham J. Treloar recently completed his PhD, titled “A comprehensive embodied energy analysis framework ...

Purpose The purpose of this paper is to present a comprehensive review of facilities management (FM) performance measurement (PM) research within the past two decades to understand existing gaps in FM PM literature. Design/methodology/approach The paper employs a systematic approach to review papers in FM PM published from 1997 to 2017. The articles published in selected peer-reviewed international journals in the last 20 years were collected by conducting literature search in the Web of Science and Scopus databases. The content of the papers were scrutinized to understand the gap in literature. Findings The review depicts a slow pace of FM PM research characterized by diverse and fragmented performance measures, whereas the existing PM frameworks are at the nascent stage. Research limitations/implications The judgments of the paper are based on the 54 papers selected for the critical review and analysis that should be treated as key issues in FM PM research agenda. The review also ...

Sarel LAVY 1 and Igal M. SHOHET 2 1 Department of Construction Science, College of Architecture, Texas A&M University, 422A Langford, 3137 TAMU, College Station, Texas 77843-3137, USA E-mail: slavy@archmail.tamu.edu 2 Division of Construction ...

Purpose-The purpose of this paper is to define the added value of facility management (FM) in general and to develop a typology of facility services based on their added value in the educational environment. Design/methodology/approach-This paper is based on a literature review and first assesses the different aspects of FM added value. The different variables and relations between the use of facility services and their effects on the educational achievement are then conceptualised and studied. Findings-Research shows that FM added value is the customer perceived trade-off between the effects of the use of facility services on the outcome of their processes, its costs and risks. On this basis, a typology of facility services was constructed around their level of fixity and their influence on the learning outcome. Practical implications-The typology strongly indicates for FM when to engage in the decision-making process relating to the educational environment in order to contribute to education. Also the typology is useful for deriving priorities for adjusting the current use situation of facility services to enhance their effectiveness in both a time and financially efficient manner. Originality/value-This paper operationalises the concept of FM added value and provides several hypotheses and firm recommendations for further research to maximise the contribution of FM. The paper also presents a practical framework for evidenced-based decision making on the use of facility services in the educational environment. It thus offers opportunities for FM to support the future learning landscape.

BS 8544 provides an overview of the use of life cycle costing of maintenance during occupation of buildings. It links with ISO 15686 and other UK guidance on maintenance. It provides standardised rules, guidance on data capture and evaluation and prioritisation of expenditure.

ABStrAct: An electronic spreadsheet is described which helps users to design, equip and operate facilities for the mass rearing of insects for use in insect pest control programmes integrating the Sterile Insect Technique (SIT). The spreadsheet was designed based on experience ...

Outsourcing has been on the increase over the last 30 years, driven by the difficulty of maintaining world-class standards across all aspects of business activity and a desire to reduce costs. It started with the outsourcing of support activities such as facility management and IT, and then moved on to mainstream activities such as manufacturing, distribution, sales and customer service. Non-technology companies have often outsourced product development, but for technology companies this activity has remained largely in-house. This paper is aimed at R&D decision makers, who maybe considering or actively planning the outsourcing of more of their development activities. The paper discusses some of the issues surrounding the outsourcing of R&D activities and presents some strategies and practical tips for successful implementation.

Wie kann die Bau-und Immobilienwirtschaft nachhaltig professionalisiert werden? Wie kann eine realistische Zeit-und Kostenplanung auch bei komplexen Projekten vorgenommen werden? Und wie können Immobilienhalter den Wert ihrer Immobilien erhöhen? Erfahrene Praktiker aus unterschiedlichen Wissenschaftsbereichen bündeln in diesem Buch ihre wichtigsten Empfehlungen für Gewerbe, Immobilienfonds, Industrie, Kirchen, Öffentliche Hand, Sozialwirtschaft und Wohnungswirtschaft. Von der Vision über Strategien, Ziele und Rahmenbedingungen bis zu Fragen der Organisation, der Umsetzung und der Dokumentation wird in Form von Best Practices beschrieben, wie Immobilien zielgerichtet gemanagt werden können.

Facility Management represents a tool for continuous and sustainable improvements and allows for the efficient operation and maintenance of the buildings. Until very recent, Facility Management (FM) was not common in Egypt. Designers used to design all types of buildings without consideration for the FM requirements. Unfortunately, this has lead to various problems especially for office buildings, which require special FM considerations during the different phases of the Facility starting from the Conceptual Planning and Design phases until the Operation and maintenance phase.

L'acronimo BIM (Building Information Modeling) indica una tecnologia che consente di realizzare, attraverso una metodologia basata sull'interscambio di informazioni, un unico sistema integrato in grado di operare durante l'intero ciclo di vita degli edifici, favorendo il processo decisionale, la comunicazione e l'interazione di tutti gli esperti coinvolti La diffusione delle applicazioni BIM rappresenta senza dubbio una tendenza emergente e di grande rilevanza per l'intero settore edilizio. I considerevoli vantaggi che l'adozione di tale innovazione tecnologica può recare al processo edilizio emergono non solo nelle fasi iniziali di progettazione e costruzione di un edificio, ma anche in quelle di gestione e di fine vita. Proprio sull'applicazione del BIM all'ambito dei servizi di FM-diversamente da quanto accade negli altri versanti dei processi progettuali e costruttivi-risulta tuttavia ancora poco sviluppato ed incisivo il dibattito e il confronto. A questo riguardo, " FMI " ospita un primo contributo specifico settoriale, dal quale emerge una considerazione basilare: appare necessaria una sistematizzazione ragionata del panorama italiano sia dal punto di vista normativo che imprenditoriale, al fine di assumere il paradigma tecnologico e favorire l'adozione della metodologia BIM nel nostro Paese. Si tratta non solo di adeguare le norme ai nuovi strumenti tecnologici, ma anche e soprattutto di ripensare il processo edilizio in una logica di filiera i cui punti cardine risultino essere l'aggregazione dei processi e l'integrazione dei flussi informativi estese a tutte le fasi processuali: dalla progettazione degli interventi, fino alla gestione attraverso i servizi di FM dei beni immobiliari e urbani realizzati ex novo o esistenti.

The administration of a parliamentary institution implemented a Computer-Aided Facility Management system to better manage the institution’s real estate. The state-of-the-art CAFM system integrates graphical and alphanumerical data for more efficient property management.

La mia attività di stage presso l’azienda Siram ha riguardato il mantenimento e lo sviluppo dei siti intranet e internet che vengono quotidianamente utilizzati come strumenti di marketing interno, verso i dipendenti Siram, ed esterno, verso gli stakeholder. Negli ultimi decenni le reti internet ed intranet sono diventate sempre più importanti, non solo come mezzo di comunicazione ed informazione tra l’azienda ed i potenziali acquirenti, ma anche tra coloro che lavorano all’interno dell’Azienda. Siram tratta settori e fornisce servizi rivolti al mercato BtoB. Diventa quindi necessario (per quanto riguarda il sito internet) fornire degli approfondimenti sui temi appartenenti al core business dell’azienda (di cui si parlerà nel capitolo 2), e un glossario di tutte le parole chiave, sia per fornire informazioni a chi si approccia per la prima volta a questo ambiente, (che egli sia un potenziale acquirente o anche un potenziale candidato a lavorare con l’Azienda), sia per come comunicare le linee di pensiero dell’Azienda sui temi energia e FM. Serviva quindi all’Azienda una persona in grado, date le conoscenze acquisite tramite la formazione di architetto al Politecnico di Milano, di integrare e approfondire questi temi al fine di aggiornare continuativamente i siti intranet e internet. Nel mio lavoro di ricerca sulle tematiche sulle quali avrei dovuto scrivere del materiale per la pubblicazione online, ho avuto modo di consultare documentazione interna all’azienda, riviste di settore italiane e straniere, le newsletter interne all’azienda e delle aziende partner.

The development of the construction industry from a traditional crafting industry towards a service-based industry requires a more structured and effective process of developing and designing services. This trend, as well as a growing number of competitors, increased market saturation, deregulation and multiplication of successful service concepts (comp. Fähnrich and Meiren 2007), make the service markets in the construction industry more dynamic, and increase the pressure on the participating services providers. In addition, facility management (FM) services need to consider an increasing variety of user groups. In the future, the structure of tenants’ households, for example, will vary even more than today, resulting in more diverse service needs for residential buildings (see figure 1 below). The same is true for office buildings, considering the increasing flexibility of people’s work schedules and the blurring of the boundaries between work and private life.

Energy is wasted each day due to lack of awareness among societies. Past research suggest that there are two main energy conservation methods -technology fixed and behavioural approach. Technology fixed is based on instruments such as motion sensor control lighting and photovoltaic. Behavioural approach requires changes in human attitudes by using motivation, raising awareness and skill developing. This paper intends to explore the roles of behavioural approach in promoting energy conservation through raising energy awareness. Two related theories-Information Processing Theory and Three Term Contigency were reviewed. The information processing theory explains how people perceive information from their environment, operates on it, integrate it with information available in the memory, and used the product as the basis for deciding how to perform. The three-term contingency theory was invented to experimentally analyze human and animal behaviour, by dividing the behaviour into three key parts which constitute -stimulus, operant response and reinforcer/ punishment. A conceptual framework of energy awareness development process was proposed based on these two theories. The conceptual framework consists of nine phases -energy awareness stimulus, transference methods, interpretation, comprehension, awareness, reinforcement, short term motivation, obedience and long term motivation. Energy awareness stimulus explains that employees can be stimulated to support an energy management program. Transference methods are techniques or tools that could effectively transfer the stimulus to the receiver. The stages of interpretation, comprehension and awareness is receiver dominant, meaning that these phases is beyond the control of the building or facility manager. Reinforcement phase is required to strengthens the association between a response and preceding stimuli. Short term motivation is whatever activities that make people to act voluntarily in a certain way and then to persist in the face of difficulty. The employee is expected to be in the phase of obedience that shows the early success of the energy awareness development process. The long term motivation such as public recognition, personal pride and energy award should be introduced to the receivers so they can continuously practice energy conservation. Finally the paper explains that validations are required to determine the effectiveness of the conceptual framework and to identify desired improvement.

To explore the role and importance of the phenomenon of Big Data in business strategy, this research used case studies of companies in the sector of facility management (FM) in the UK. Although the benefit and relevance of the phenomena of the Big Data are under discussion and entangled with many inconsistencies, the subject is recovering growing interest both academically and for strategic management of companies, as it presents significant potential for the business models and achieve sustainable business practices. Although Big Data is emerging as a significant tool with the potential to transform an organization's strategy and its operational processes, it has not yet been exploited effectively in the FM sector. In consecuense,
The concept of Big Data presents to scholars of strategic management an opportunity to make a significant contribution to the development of a viable framework for the use of emerging technologies to transform and improve productivity and sustainability of enterprises (Opresnik and Taisch, 2015). Although research has been done on the relevance and benefits of Big Data on business performance, students of business management have not yet established theories that help conceptualize the importance of Big Data in modern business strategy and everyday. This research aims to explore a number of factors that can enable organizations sector facilities management (FM), transform their strategic initiatives based reactive vision. a framework of methodological research based on discussions of selected case studies will be developed. The case study organizations of the facility management sector in the UK will be chosen on the basis of factual information that represents its successful application deployment Big Data to improve strategic and operational performance.
The framework developed in this research will describe and explore strategic initiates used by organizations in the UK to integrate and involve increasing amounts of Big Data applications in the field of facilities management taking into account the fact that many organizations industry leaders are making deliberate efforts to adopt strategies Big Data. This research will provide essential information that can be used by potential adopters to compare and learn from real experiences of companies that have successfully adopted the strategy Big Data.

The optimization of space management contributes to efficiency and success to the most organisations. Research for space management plays important role to ensure the related organisation will achieve the target of its business goal. This research will determine the space usage for space management in UTHM as a case study and to developed space charging model that will be used. The mechanism used for effective space management will be using qualitative and quantitative approach. A study for actual lecture room used compare the time table provided by the academic management has been done. Information will also be extracted from the quantitative approach where each elements of cost will be compared to the space area used. The operation cost of management such as, electricity, mechanical and civil and other related cost will be determined to get the space tenancy cost from the analysis, level of space usage will be determined whether it was optimum or else. Noted that the space management for institute of higher learning are very critical and therefore, space and facilities management have to be the main agenda and need to be managed efficiently. Maintenance and management costs will be included in a space charging model. It can be used also for charging of rental if the space is not used as intended to. Hopefully, this research may contribute awareness to the users in using the space effectively.

The nature of performance measurement has changed over the past few decades. Generally performance measurement indicates successful management in the fulfilment of organisation goals. In service businesses measuring customer satisfaction and service quality has become an industry standard and as FM is becomes more widely recognised as a component in the business value chain and corporate strategic objectives, the adoption of performance indicators that relate directly to the core business driver is key to success. This paper examines the state of knowledge of performance measurement in a facilities management context, expounds and reveals the role that performance measurement plays in the overall efficiency of the FM service function in relation to service business operation. The paper suggests that a fully developed performance measurement solution can deliver as a business tool whilst acting as a driver in the innovation process of service organisation.

Purpose -This article aims to introduce the special issue of the journal Facilities on "World Heritage cities management", together with the respective articles. Design/methodology/approach -This introduction addresses the topic of world Heritage cities management and its relevance to science and society. In so doing, it indirectly points to the emerging field of cultural heritage management within facilities management. Findings -Even though the management of cultural heritage assets is nothing new for facilities managers, cultural heritage management as a field of research can be considered at a younger stage of development than other related studies, such as the discipline of architectural conservation, which originated in the nineteenth century with the advent of modernity. The application of management practices to immovable cultural heritage assets emerged as recently as the 1990s. At a time in which the role of culture and heritage in processes of sustainable development is gaining more ground, this special issue can be seen as the first of more contributions to come, which aim to enhance the conservation and management of cultural heritage assets for the benefit of present and future generations. Originality/value -This paper aims to make a contribution to the growing field of cultural heritage management and is of use to facilities managers, scholars and consultants who have responsibilities but limited knowledge in this field.

The purpose of this article is to investigate the effect of facility management (capacity expansion management and patient admission management) and personnel management (management of personnel shortage and surplus) on cost, quality and financial performance of the hospitals in Turkey. To test our hypothesis we have collected data from 860 managers of 419 hospitals via questionnaires around Turkey. The relationship between the variables is tested with factor, correlation and regression analyses. We have found that i) Capacity expansion management has a statistically significant, positive (but at a decreasing rate) effect on a hospital's cost, quality and financial performance; ii) Patient admission management has a statistically significant negative (at an increasing rate) effect on a hospital's cost performance; iii) Management of personnel shortage has a statistically significant positive effect on a hospital's cost at a decreasing rate and on financial performance at a constant rate iv) Management of personnel surplus has no statistically significant effect on any dimension of performance.