Abstract
Effective operation of functional built facilities required for the performance of the
core functions of an organization demands the contextual use of the principle of
listening to the voice of customers, through performance assessment, leading to
performance improvement. Performance improvement is a critical factor necessary
for improved productivity and enhanced customer satisfaction. Many approaches
have been developed to achieve this, but the most reliable is through sustained
commitment to the principle and activities in the performance management loop. In
this study the single case study of qualitative research was adopted; data collection
and analysis were achieved using the mixed methods approach. The semi-structured
questionnaire complemented with an interview was used to collect the qualitative
data and was analysed following the principle of content analysis. The structured
questionnaire was used to collect quantitative data from the respondents; analysis of
feedback helped in identifying areas of variances, which were discussed in a focus
group session before developing performance improvement strategies. The findings
revealed that subjecting performance assessment results to further analysis helps to
identify the areas of latent discontent, which should be resolved before developing
performance improvement strategies. Successful operation of the built facilities
available for the execution of the core functions of any organization requires the
active collaboration between the unit responsible for the operation and maintenance
and those responsible for the execution of the core functions. This synergy is
required for sustained performance improvement and customer satisfaction requires
commitment to the periodic repetition of the activities in the performance
management loop.