A case study of performance evaluation : the estate management function of the Housing Department

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A case study of performance evaluation : the estate management function of the Housing Department


Author: Chan, Kwok-on
Title: A case study of performance evaluation : the estate management function of the Housing Department
Degree: M.Sc.
Year: 2007
Subject: Hong Kong Polytechnic University -- Dissertations.
Hong Kong (China). Housing Dept. -- Management -- Evaluation.
Facility management -- China -- Hong Kong -- Case studies.
Department: Dept. of Building Services Engineering
Pages: 95 leaves : ill. ; 30 cm.
Language: English
OneSearch: https://www.lib.polyu.edu.hk/bib/b2231922
URI: http://theses.lib.polyu.edu.hk/handle/200/4504
Abstract: This dissertation studied the performance evaluation for the estate management function of the Housing Department. The objectives of this research were to evaluate the current estate management performance evaluation approach within Housing Department. The study aims to identify suitable methods of measuring the performance of the estate management functions within the Housing Department; and to make recommendations based on the key findings. Only qualitative data was collected by means of face-to-face interview. The structure of the interview was divided into two parts. One was asking the questions related to this research. The respondents would response to mostly in open ended questions. The other was asking questions about the respondent's personal profile for statistical purpose. There were two groups of respondents; the first group was the frontline management staff of the Housing Department. This group of people could tell us their views of the daily working level of estate management. The second group was the headquarter level senior management staff. This group of people provide the managerial views from the higher levels of estate management division. There were two critical factors which led to the ineffectiveness of the current system in the Housing Department: (1) A clear gap existed between the perceptions of senior management staff at the headquarter level and those at the frontline delivering the services. (2) The current use of performance indicators were not representative of the service performance because of the divergence views between headquarter staff & frontline staff. Staff of the Housing Department admitted that the Logometrix Model could give the Housing Department a framework for performance monitoring of their services in a systematic way and helped them to reveal any management problems and which area should be improved. In this study, the above findings helped to provide a better understanding of the performance evaluation of the estate management function of the Housing Department. It provided a useful reference for the Housing Department to considering related evaluation system and serve as input to on-going strategic planning reviews.

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