Development a performance measurement system for facilities management operation of a hotel using the analytical hierarchy process : a case study

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Development a performance measurement system for facilities management operation of a hotel using the analytical hierarchy process : a case study

 

Author: Choi, Chung Kwong Edmond
Title: Development a performance measurement system for facilities management operation of a hotel using the analytical hierarchy process : a case study
Degree: M.Sc.
Year: 2014
Subject: Hotel management.
Facility management.
Hong Kong Polytechnic University -- Dissertations
Department: Faculty of Engineering
Pages: vi, 164 leaves ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b2819571
URI: http://theses.lib.polyu.edu.hk/handle/200/8138
Abstract: Measuring the performance of facilities management operation of a hotel has always been difficult as there is no commonly recognized method tailored for this purpose. It is widely believed that performance measurement of facilities management operation should be balanced and comprehensive. Most importantly,it should be appropriate for the operation, which is to support the core activities of a hotel in achieving its mission. Since the mission of a hotel may consist of a number of different performance dimensions, performance groups and performance parameters (Key Performance Indicators, or KPIs), each of them may have its particular weighting different from the others in the same group. Stakeholders who have the best knowledge of such missions, performance dimensions and relative weightings should be the owners and senior management teams of hotels. In this study, a hotel was selected as a case study where a series of interviews and questionnaire surveys was carried out to obtain inputs from representatives of the hotel's owner and its senior management team. What they regarded as mission, performance dimensions, performance groups and KPIs relevant to facilities management operation of the hotel were solicited. Then the Analytic Hierarchy Process method (Saaty, 1979), involving the technique of pairwise comparison, was used to identify the relative weightings of the various performance dimensions, performance groups and KPIs. Based on these criteria and relative weightings, a performance measurement system was developed for the facilities management function of the hotel, Furthermore, the senior management team of the hotel was asked to rate the performance of the facilities management function, The ratings so obtained were inputted to the performance measurement system to yieid a quantitative score for the performance of the hotel's facilities management function, followed by converting into a set of qualitative ratings for representing the performance of that function. The method used for developing the performance measurement system for the hotel's facilities management function was found to be successful. When interpreting the results, however, note should be taken that due to possible differences in the mission, performance criteria and relative weightings placed on the criteria as a result of changes in business environment and operation needs, direct comparisons of the performance measurement results for different times or across different hotels should be made with caution. Interpretation of the results should also take into account the characteristics and circumstances of the hotels heing assessed.

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