Daniel von Felten

Zurich University of Applied Sciences | ZHAW · Institute of Facility Management (IFM)

Purpose: The purpose of this paper is to answer the question of whether Facility Management (FM) is solely a cost factor or whether it has the potential to be a value driver in the core business; in other words, whether a company that invests less than one Euro into Facility Management services can increase its productivity by more than one Euro. I...

Purpose – The purpose of this article is to provide a service-oriented understanding of the field of facility management (FM) and describe the role that services management plays in successful FM. Even though the definitions for FM by European Committee for Standardisation include the term “service” several times, there remains a need for an establ...

Purpose – This paper aims to review FM research in Switzerland with a focus on recent research projects at the Institute of Facility Management of the Zurich University of Applied Sciences. Design/methodology/approach – The paper provides a summary and review of research projects. Findings – FM research in Switzerland has grown in the past few year...

Purpose ‐ In the past, FM performance was mostly monitored by technical and cost-related KPIs, whereas the measurement of perceived internal service quality was widely neglected. Thus, the purpose of this paper is two-fold: first, to develop an adequate model to capture the relationships between internal service quality, internal customer satisfact...

Purpose – This article aims to present and compare research perspectives and theoretical reflections from a variety of academic fields on the concept of added value of facilities management. Design/methodology/approach – The starting point is the so‐called FM Value Map, which was presented in a recent article in Facilities by Per Anker Jensen in 2...

Purpose: This chapter aims to introduce FM Blueprinting, a method to visualise the significant value FM contributes to primary processes and to optimise the management of customer-perceived value. Methodology: Based on a substantiated overview of FM value and FM process management issues, certain challenges and requirements of value visualisation i...

Purpose: This chapter presents research perspectives and theoretical reflections on the concept of added value of FM from a variety of academic fields. Methodology: A literature review of the most influential journals within the academic fields of Facilities Management (FM), Corporate Real Estate Management (CREM) and Business to Business Marketing...

Purpose – The purpose of this paper is to investigate the specifics of facilities management (FM) process modelling and the application of the service blueprinting technique within the field of FM. The paper aims to develop a visualisation method for optimised management of process interfaces to better integrate core and support processes and incre...

Purpose – The purpose of this paper is to develop an empirically tested framework for public awareness and reputation of facilities management (FM) as a business sector. Design/methodology/approach – A national survey of representative sections of the population was designed and carried out to determine the level of public awareness and the reputat...

Purpose: This paper aims to present and compare research perspectives and theoretical reflections from a variety of academic fields on the concept of Added Value of Facilities Management (FM). Theory: The starting point is the so-called FM Value Map, which was presented in a paper by Jensen (2009) at the research symposium at EFMC 2009 in Amsterda...

Purpose – The purpose of this paper is to create a deeper understanding of the importance of monitoring key aspects of facility management (FM), right from the planning stage of a building's lifecycle. Design/methodology/approach – This paper is based on literature review and qualitative research. Empirical interviews were conducted with various ex...

Zusammenfassung Das Ziel der vorliegenden Studie war es, die Be-reitschaft der Ärzte eines bestehenden Ärzte-netzwerkes (zmed) für die Forschungsarbeit, die fördernden und behindernden Faktoren für die Forschung in der Praxis sowie praxisrelevante Forschungsfragen zu erfassen. Von 175 angeschriebenen Ärzten erhielten wir von 104 (60 %) Antworten. D...