Performance evaluation for hospital facility management: literature review and a research methodology

Lai, Joseph H.K.; Yuen, P.L.

doi:10.22361/jfmer/96267

Cited by 4 publications

(5 citation statements)

References 22 publications

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“…However, some of these presented KPIs are information rather than KPI, since they do not enable benchmarking by considering building characteristics such as site and location, appearance, etc. Lai and Yuen [35] identified 11 FM KPIs under four categories (physical, financial, environmental and health, safety and legal) for healthcare facilities with the usage of analytical network process (ANP) to identify the relative importance of KPIs by considering their impacts on each other. However, the study includes only literature review and research methodology.…”

Section: Background For Healthcare Facility Management Kpismentioning

confidence: 99%

“…Shohet [38] identified 11 KPIs under asset development, organization and management, performance management, and maintenance efficiency for strategic healthcare FM and the identified parameters helped to benchmark them as inter-and intra-organizational. Lai and Yuen [35] investigated healthcare FM KPIs for Hong Kong that fell into six aspects: namely, safety, financial, physical, patient experience, environmental, and functional. In the study, 61 healthcare FM KPIs were found in a literature review.…”

Section: Background For Healthcare Facility Management Kpismentioning

confidence: 99%

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Determination of Business Intelligence and Analytics-Based Healthcare Facility Management Key Performance Indicators

2022

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The use of digital technologies such as Internet of Things (IoT) and smart meters induces a huge data stack in facility management (FM). However, the use of data analysis techniques has remained limited to converting available data into information within activities performed in FM. In this context, business intelligence and analytics (BI&A) techniques can provide a promising opportunity to elaborate facility performance and discover measurable new FM key performance indicators (KPIs) since existing KPIs are too crude to discover actual performance of facilities. Beside this, there is no comprehensive study that covers BI&A activities and their importance level for healthcare FM. Therefore, this study aims to identify healthcare FM KPIs and their importance levels for the Turkish healthcare FM industry with the use of the AHP integrated PROMETHEE method. As a result of the study, ninety-eight healthcare FM KPIs, which are categorized under six categories, were found. The comparison of the findings with the literature review showed that there are some similarities and differences between countries’ FM healthcare ranks. Within this context, differences between countries can be related to the consideration of limited FM KPIs in the existing studies. Therefore, the proposed FM KPIs under this study are very comprehensive and detailed to measure and discover healthcare FM performance. This study can help professionals perform more detailed building performance analyses in FM. Additionally, findings from this study will pave the way for new developments in FM software and effective use of available data to enable lean FM processes in healthcare facilities.

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Section: Background For Healthcare Facility Management Kpismentioning

confidence: 99%

Section: Background For Healthcare Facility Management Kpismentioning

confidence: 99%

Determination of Business Intelligence and Analytics-Based Healthcare Facility Management Key Performance Indicators

2022

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“…As described in Lai and Yuen (2018), FM operational inputs determine the performance of facilities and hence the quality of facilities services to their end users. FM performance data may be collected through the following ways: solicitation of end user perceptions (e.g.…”

Section: Research Process and The Phase–hierarchy Modelmentioning

confidence: 99%

Identification, classification and shortlisting of performance indicators for hospital facilities management

Lai

Yuen

2020

Self Cite

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Purpose This paper aims to report on a study that aims to establish a list of systematically classified key performance indicators (KPIs) that are useful for hospital facilities management (FM). Design/methodology/approach A review of literature was conducted to identify indicators that are applicable to hospital FM. Each indicator was classified using a phase–hierarchy (P-H) model, which is a two-dimensional matrix comprising three phases (input, process and output) of facilities services delivery and three hierarchical FM levels (operational, tactical and strategic). The classified indicators were further shortlisted via a focus group study. Findings From the literature review, 61 indicators were identified as applicable to hospital FM. Most of the indicators, according to the P-H model, are for evaluating the FM input or output phase, at the strategic or tactical level. Further refinement and shortlisting of the indicators by the focus group experts resulted in 18 KPIs, which fall into 4 aspects: “physical”, “safety”, “environmental” and “financial”. Research limitations/implications The study illustrates that the P-H model is useful for classifying the performance indicators systematically along the two fundamental FM dimensions – phase and hierarchy. Further research may use this model to classify performance indicators in other contexts. Practical implications The method of this study can be adapted for use in identifying, classifying and shortlisting FM performance indicators for other types of buildings. The shortlisted KPIs can be used for assessing the FM performance of hospitals. Originality/value To the best of the authors’ knowledge, this study is the first of its kind that used the P-H model to classify hospital FM performance indicators.

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“…Along with the significant growth of services in the 21st century and globalization, the need to measure the performance, quality of service delivery, as well as their value position has even felt more (Tseng et al, 2015). Results obtained from effective performance evaluation are very important and make significant contributions to the growth, development and competitiveness in a wide range of industries (Mikolajczyk & Schmid, 2005;Lai & Yuen, 2019;Letina et al, 2020). In particular, in the field of the development or new services/ products, the discussion of performance evaluation has been of great interest, and there are many different definitions and perspectives on its research focus.…”

Section: Introductionmentioning

confidence: 99%

A Novel Performance Evaluation Framework for New Service Development in the Healthcare Industry Using Hybrid Ism and Anp

Dahooie

Mohammadi

Meidutė‐Kavaliauskienė

et al. 2021

Technological and Economic Development of Economy

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Today, the innovative activities of companies in new service development (NSD) have an undeniable contribution to the economic development of countries. Given the recent advances in the healthcare industry, the issue of NSD and performance management of firms operating in this industry has received special attention of researchers and decision makers. A review of previous research shows that on the one hand there is no agreement among experts on NSD performance measurement criteria and on the other hand there has been no systematic framework that can measure and manage firm performance in this area. The proposed framework should allow for interaction between different decision makers, considering multiple and sometimes conflicting criteria. In this regard, this paper aimed to provide a framework to assess the NSD performance in healthcare industry using multiple-criteria-decision-making methods. The proposed model consists of 17 different criteria that have been identified and finalized based on previous studies as well as experts’ opinions. Then, the indicators are classified with the help of experts in the form of a balanced scorecard model and presented as an initial model. Due to internal relationships between criteria, this model was evaluated using interpretive structural modelling and modelled at 5 different levels. Then, the analytic network process approach was applied to determine criteria weights. Finally, new service development performance in Moheb hospital was evaluated through the framework proposed here.

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Performance evaluation for hospital facility management: literature review and a research methodology

Cited by 4 publications

References 22 publications

Determination of Business Intelligence and Analytics-Based Healthcare Facility Management Key Performance Indicators

Determination of Business Intelligence and Analytics-Based Healthcare Facility Management Key Performance Indicators

Identification, classification and shortlisting of performance indicators for hospital facilities management

A Novel Performance Evaluation Framework for New Service Development in the Healthcare Industry Using Hybrid Ism and Anp

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