An Empirical Study of Facility Management Performance on Commercial Office Building in South Korea

An effective Facility Management (FM) is essential to maintain old buildings so ensure that they remain sturcturally sound, and able to support the funcationality to the inhabitants using them. However, to date, there is comprehensive study on the subject, this paper aims to review the previous papers on facility management performance evaluation and construct evaluation framework as a first step of strategic management by identifying critical success factors (CSF) and key performance indicators (KPI). The evaluation framework could be employed for cornerstone of strategic management on FM. Moreover, the identified CSF and KPI are surveyed in order to offer an empirical approach for strategic management in FM domain. The survey results indicate that reliability of service, timely responsiveness to emergency, tenants’ safety, customer satisfaction and work execution control are the most critical in successful FM performance. In addition, training is essentential to strengthen the monitoring; training for emergency situation, education and training for service mindset, regular meeting with tenants and safe inspection and patrol are the most important factors in enhancing the level of performance in the office building FM practice. Finally, the survey results on CSF and KPI on Korean office buildings are addressed in strategic perspective in FM, thus suggesting future research.