DETERMINING THE DYNAMIC APPROACH OF FM SERVICE DELIVERY IN UK SHOPPING CENTRES
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Transcript of DETERMINING THE DYNAMIC APPROACH OF FM SERVICE DELIVERY IN UK SHOPPING CENTRES
DETERMINING THE DYNAMIC APPROACH OF FM SERVICE DELIVERY IN UK SHOPPING CENTRES
PRESENTED BYZAIRUL [email protected] John Moores UniversityByrom Street, Liverpool L3 2BDUnited Kingdom
SUPERVISORS : PROF. MICHAEL PITT MATTHEW TUCKER
ERES CONFERENCE 2009STOCKHOLM, SWEDEN
OUTLINE OF PRESENTATION
1. Research Background2. Research Problems3. Research Questions4. Research Aim and
objectives5. Research Methodology6. Contribution to
Knowledge
ERES CONFERENCE 2009STOCKHOLM, SWEDEN
RESEARCH BACKGROUND• What is facilities management?– FM is the integration and alignment of non-core services,
including those relating to premises, required to operate and maintain a business to fully support the core objective of the organisation (Tucker and Pitt, 2008)
• Although FM services are non-core in nature, if manage correctly, they should have a strategic importance to adding value to an organisations core business delivery.
WHAT IS THE BUSINESS OF SHOPPING CENTRES?
CORE BUSINESS
• Retail Property Investment
NON-CORE BUSINESS– Cleaning services– Housekeeping operations– Maintenance and
engineering– Health and Safety– Waste management– Car park management– Security– Landscaping– etc.
£SUPPORTING
SHOPPING CENTRE MANAGEMENTFacilities management services
OWNERS
Contractors
Property Manager
Letting Agent
Marketing/Leasingspace
Potential Tenants
Centre ManagementTeams
Operating & Managing
Tenant MixFacilitiesProperty
SHOPPING CENTRE MANAGEMENT
• Single contract*• Bundled/Multiple
contract• Integrated • Total contract
* Many shopping centres currently operate their facilities management services through single source contract.
FACILITIES MANAGEMENT SERVICE DELIVERY IN SHOPPING CENTRES
IN-HOUSE• Totally operates by
centre management teams
OUTSOURCE
ISSUES: EXISTING MANAGEMENT APPROACH1. Strategic issue
• With the traditional ‘managing agent’ led method in the retail shopping centre coming under pressure, Cant (2005) suggests that there is a significant opportunity to consider change the way centre infrastructure is managed and service delivered.
2. Losing business focus• It seems that management of shopping centres are towards to property-led
approach rather than business or customer-led approach (Howard, 1997)
3. Customer un-satisfaction• Willis (2003) reports that many investors of shopping centres are now finding that
they are not getting the level of FM service anticipated, and at cost originally sought. Retailers also feel they are not finding that their service charges necessarily equate to the level and quality expected.
4. Not cost effective option• ...by keeping all activities in- house apparently it’s not very cost effective option
and also relatively static and standard fashion (Cant, 2005)
RESEARCH PROBLEMS
• This study has identified key research problems with FM service delivery in UK shopping centres.1. There has been little research on current
management system in UK shopping centres.2. There is lack of studies on FM in shopping
centres. 3. There is lack of studies on the trends of FM
service delivery in shopping centres.
RESEARCH QUESTIONS
MAIN RESEARCH QUESTION• How the dynamic approach
of FM service delivery can be determined and add value to the management of shopping centres?
SPECIFIC RESEARCH QUESTIONS1. What is the management
system in UK shopping centres?2. What is the trend of FM service
delivery in UK shopping centres?3. How to determine the best
approach of FM service delivery for UK shopping centres?
4. How this approach can be an added value to the management of shopping centres?
RESEARCH AIM AND OBJECTIVES
AIM• To seek and determine the
dynamic approach of FM service delivery in UK shopping centres.
OBJECTIVES1. To examine the management
system in UK shopping centres.2. To evaluate the approaches of
FM service delivery in UK shopping centres.
3. To determine the dynamic model of FM service delivery in UK shopping centres.
4. To define the added value to the shopping centre management.
RESEARCH METHODOLOGY
1. Literature review
2. Questionnaire3. Structured
interviews
Analytical Hierarchy Process
(Decision Making Analysis )
In-depth interviews
Dynamic model of FM
service delivery
Define the criteria Determine the approach Define the added value
PHASE 1 PHASE 2 PHASE 3
Dynamic criteriaAdded value
Dynamic
approach
CONTRIBUTION TO KNOWLEDGE
• Most of the previous research on facilities management are relates to the commercial office building, medical, hotel, educational and industrial. This research has potential to bridge the gap to the existing research and also contributes to the knowledge on theoretical development in facilities management with regards to shopping centres.
THANK YOU