Adopting quality management (QM) principles in managing facilities management service delivery
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 10 March 2023
Issue publication date: 8 November 2023
Abstract
Purpose
This paper aims to assess the quality management (QM) principles in facilities management (FM) service delivery for office buildings. This is to create a quality culture that will enhance the performance of FM service delivery towards meeting the users' requirements and needs.
Design/methodology/approach
This study adopts a quantitative methodology via a questionnaire survey for the data collection. In total, 24.41% of respondents from the registered FM companies in Malaysia attended the survey. SPSS 27.0 was used to interpret the collected data, which were then reviewed through descriptive and inferential analysis.
Findings
The study signifies that customer focus, leadership, improvement, evidence-based decision-making and relationship management indicate positive connections with FM service delivery in ensuring a cost-effective working process and meeting both user requirements and legal and regulatory corporate compliance. There are 18 elements of strategic, people and structural barriers that may hinder the implementation of QM in the FM service delivery. Correspondingly, the five main key enablers suggested being teamwork and participation, leadership, continuous improvement, process management and resources and competency development-based enablers.
Research limitations/implications
The study was conducted during the pandemic crisis with limited access and response from participants. However, this in-depth study was still able to synthesize the imperative QM practice in FM among FM practitioners in Malaysia.
Originality/value
This study provides insight into the implementation of QM principles to cultivate a quality culture that will enhance the performance and productivity in FM service delivery specifically for office buildings in Malaysia. Prior to this study, there was a lack of research pertaining to these two themes: QM and FM.
Keywords
Citation
Myeda, N.E., Chua, S.J.L. and Aqillah, N.S. (2023), "Adopting quality management (QM) principles in managing facilities management service delivery", International Journal of Quality & Reliability Management, Vol. 40 No. 10, pp. 2393-2419. https://doi.org/10.1108/IJQRM-08-2022-0253
Publisher
:Emerald Publishing Limited
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