Smith, Andrew James
User perceptions in workplace productivity and strategic FM delivery.
Official URL: http://dx.doi.org/10.1108/02632770810864989
Purpose – The purpose of this paper is to explore the importance of user perceptions within an
organisational context, and more specifically, how user perceptions are evidenced and positively
applied within facilities management (FM).
Design/methodology/approach – A conceptual approach is adopted suggesting that user
perceptions should be viewed as a holistic process within FM. Via comprehensive literature reviews
the paper determines the importance of user perceptions, first, in the context of the user achieving
productivity in the workplace as their input and functionalities within the physical environment can
inevitably enhance their later experience, and second, in the context of the user later achieving
customer satisfaction via strategic FM delivery.
Findings – Argues that user perceptions in FM can be analysed through a two-fold approach: user
perception through their input and functionalities in the workplace, and their consequent application
of workplace productivity; and user perception through strategic FM delivery and the achievement of
customer satisfaction. Identifies an intrinsic linkage between the two and how they are integral to the
overall strategic FM process.
Originality/value – Strategic FM delivery is now essential for business survival, where the impetus
on ensuring high customer satisfaction coupled with high workplace productivity is illustrated via the
“logical customer performance ladder” (LCPL). This paper provides an intriguing insight into how
both of these crucial factors can be strategically implemented into FM.
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