Abstract
The quality of the support facilities and facilities services available in the learning environments of a Higher Education institution influences the performance of the core functions of teaching, learning and research, whether in the physical or virtual space. It further affects the level of customer satisfaction in the workplace interface and the competitive advantages of the institution in the community of similar institutions. It is imperative, therefore to continuously evaluate and align the operations of the organ responsible for the development and operation of the support facilities towards achieving the objectives of the institution, using the instrument of performance management.
The case study method of qualitative research was adopted. The data collection involved using the combination of in-depth interviews, evaluation of periodic reports, and observation of evacuation drill exercises as well as coordinating the mutual development of the performance measuring standards, using the Delphi technique. The research reveals that the Facilities Management unit in the University of Johannesburg is recognised for its strategic importance; the unit has a suitable organisational structure and operational system. However, the unit has not been able to manage the relationship between it and the customer effectively, due to unsatisfactory service delivery in capital development, operation and maintenance projects as well low quality of periodic reports as tools for effective communication. The academics and Facilities Management unit mutually developed the performance measuring standards. Further analysis helped in identifying the source and magnitude of variances contributed by the customer and the service provider.
If the service provider will apply due diligence and use the developed performance measurement tool, after addressing the observed variances, the application will facilitate improved relationship between the customer and service provider. Furthermore, the performance measurement tool provide for continuous evaluation and alignment of the operation of the service provider towards achieving the objectives of the institution. The research is situated in single case study; therefore care should be taken to contextualise the result before applying same to other context.
D.Ing. (Engineering Management)