Advancing Knowledge in Facilities Management:
PEOPLE MAKE FACILITIES MANAGEMENT
Prof Keith Alexander, CFM, Manchester, UK
Prof Ilfryn Price, Sheffield Business School, UK
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A EuroFM Publication
EuroFM RESEARCH PAPERS
Advancing knowledge in FM
PEOPLE MAKE FACILITIES MANAGEMENT
Prof Keith Alexander CFM, Manchester UK
Prof Ilfryn Price Sheffield Business School UK
Prof Keith Alexander Centre for Facilities Management UK
Prof Per Anker Jensen CFM Realdania, DTU Denmark
Prof Mark Mobach Wageningen University Netherlands
Dr Suvi Nenonen Aalto University, Helsinki Finland
Dr Susanne Nielsen CFM Realdania, DTU Denmark
Prof Ilfryn Price Sheffield Business School UK
Prof Sergio Vega TU Madrid Spain
Dr Knut Boge Oslo and Akershus University College Norway
Dr Inês Flores-Colen IST, TU Lisbon Portugal
Dr Brenda Groen Saxion University of Applied Sciences Netherlands
Prof Keith Jones University of Greenwich UK
Assoc Prof Antje Junghans NTNU, Trondheim Norway
Prof Kunibert Lennarts Karlsruhe Institute of Technology Germany
Dr Margaret-Mary Nelson University of Bolton UK
Dr Sara Pogessi University of Rome Italy
Dr Ada Scupola Roskilde University Denmark
Dr Theo Van Der Voordt Delft University of Technology Netherlands
Dr Matt Tucker Liverpool John Moores University UK
Prof Jan Brochner Chalmers University, Gothenburg Sweden
Prof Tore Haugen NTNU, Trondheim Norway
This year’s theme - ‘People make facilities management’ - reflects an increasing recognition
that supporting human interaction and promoting social intelligence, is central to an approach
to FM that focuses on organisational effectiveness. The theme is derived from the similar
recognition that people make a City and the brand of the host venue – ‘People make
This represents an important departure for positioning the profession and industry in the post-
recession economy in Europe. The response to this challenge will underpin development of
an approach that enables FM to evolve, increase its influence and improve status in
organisations. All functions in all kinds of organisation are being encouraged to find
innovative solutions in the post-recession environment for business. Once again, the time has
come for FM to take the opportunity and rise to the challenge.
The papers presented in this volume, reflect the work that is being carried out by researchers
across Europe, usually in collaboration with partners in FM practice, to address some of the
key issues emerging in the field. The papers are organised into the main themes of the call,
including added value, FM innovation and sustainability in FM, and represent the further
contributions to the three working groups in the EuroFM research network.
Once again this year, the number of abstracts and papers submitted to the Research
Symposium has increased, reinforcing EuroFM’s position as a leading organisation for the
presentation and discussion of cutting edge research to a global audience. For the third time,
research workshops, hosted by Sheffield Business School, have been organised to provide a
broader opportunity for academics and postgraduate students to participate.
EuroFM continue to strive for world-class standards of research quality and is indebted for
the support of an internationally recognised team of scientific reviewers. EuroFM aims to be
the authoritative voice for FM knowledge in Europe, and to make this openly accessible for
application in education and practice.
We thank all of the reviewers and organisers of this the 14th EuroFM Research Symposium
for their tremendous effort and wish you all a successful gathering.
Ron van de Weerd Prof Keith Alexander
‘FM is dead, long live FM’
People make Facilities Management
Centre for Facilities Management
The stimulus for the overall theme of the call for papers, the EuroFM Research Symposium
and the one-day workshop came directly from the development of the host City brand –
‘People make Glasgow’. More than 1500 people responded to an international crowd
sourcing exercise, answering the question ‘What makes Glasgow a great city?’ Their answers
were used to shape the new identity, which is being used to promote the city internationally.
The programme also draws on the Glasgow branding approach to promote the identity, using
social media streams to create a conversation wall, gaming and participatory approaches to
The overall theme -‘People makes FM’ - resonates with this approach and responds to
suggestions of the imminent demise of Facilities Management, to be replaced by automated
building systems and information systems and, ultimately robotics (PFM). Notwithstanding
Stephen Hawkin’s view that artificial intelligence is a threat to the human race, Oxford
scholars (Frey and Osborne, 2013) predict that computerisation and robots will replace
professional roles as currently defined. Unless we can nurture creativity and innovation
amongst future facilities managers they, like other professionals, will disappear.
In setting the call for papers for the latest edition of EuroFM Research Papers, the Research
Network were particularly interested in research that focuses on people in FM - as users,
managers and service providers, as co-creators of value and as actors in social processes.
The majority of papers submitted, and those subsequently accepted, are drawn from within
and beyond the EuroFM membership and address people issues from these different
perspectives. The papers use a range of research approaches and methods appropriate to a
socially constructed perspective of facilities management. The response encourages the view
that there is a growing understanding of the need to explore such a perspective.
The papers that comprise the section on ‘people make FM’ raise socio-cultural issues that
arise from research that focuses on users, the relationships amongst key stakeholders and the
creation of service partnerships between clients and service providers.
The papers represent a challenge to more conventional views of ‘facility’ management, as a
built environment discipline, still centred on managing the performance of physical assets, in
order to contain costs and reduce energy consumption. The limitations of this approach have
been widely rehearsed in the literature and continues to threaten future recognition of
potential contribution of facilities management.
The papers report on research with a focus on social processes of communication and
learning, hospitality and heath. The development of these processes should lead in the
education and professional development of future facilities managers as business leaders.
Two new EuroFM research projects are briefly introduced in the volume. Researchers
collaborating in the FM service excellence project will present the findings of an exploratory
project. The lead paper by Price et al ‘People make, and patterns break, FM’, provides the
theoretical background to the project. Innovative approach to sharing the early findings and
engaging the audience throughan interactive snakes and ladders game, a role playing
hypothetical and a client case study.
The second project continues work in the Nordic countries on retrofitting European
University Campuses and addresses the question of how FM can strategically manage
campus resources as spatial, social and virtual infrastructures?
The volume is organised in five sections:
People make FM includes including chapters on communications and learning and hospitality
and health and chapters that introduce educational and professional development issues.
A further section of development papers, provides an opportunity to consider and discuss
work in progress and for young researchers to present their formative ideas.
Other sections of EuroFM Research Papers 2105 presents progress in advancing knowledge
in three established working groups – Added value of FM (WG1), Sustainability in FM
(WG2) and FM innovation (WG3).
Jensen and van der Voordt (2015a) continue to drive the added value group with an emphasis
on the ways in which FM and property management processes support business needs. A
separate EuroFM publication (2015b) provides a critical review of published work over the
past five years including the three most recent symposia.
Having now taken over responsibility for leading the sustainability in FM group, Junghans
introduces the current work with a primary focus on energy. Vega has provided the lead for a
new project, entitled SUSFM, which addresses broader social and economic issues, albeit
with the focus still on the performance of buildings.
Mobach leads the FM innovation group which reports on progress in a second paper setting
out the research issues identified in previous workshops (Mobach et al, 2015).
This volume is the first of the open access publications and heralds a new era for EuroFM.
Providing free access to the output of research collaboration amongst the European network
promises to open new opportunities for engagement with practice, education and
communities to strengthen its quality and relevance.
Frey, C B and Osborne M A, (2013), ‘The Future of Employment: how susceptible are jobs
to computerisation?, Working Paper, Oxford Martin Programme;
Jensen, P A and van der Voordt, T, (2015a), ‘Added value of FM – a critical review’, in
EuroFM Research Papers 2015, EuroFM;
Jensen, P A and van der Voordt, T, (2015b), ‘Added value of FM - how can FM create value
in organisations?’, EuroFM Technical Report, EuroFM;
Mobach, M P, Nardelli, G, Kok, H and Konkol, J, (2015), ‘Facilities management
innovation’, in EuroFM Research Papers 2015, EuroFM;
Price, I, Matzdorf, F, McCarroll, P and Zhu, X, (2015), ‘People make, and patterns break,
FM’, EuroFM Research Papers 2015, EuroFM;
EuroFM RESEARCH PAPERS 2015
People make Facilities Management
Price, I, Matzdorf, F, McCarroll, P and Zhu, X
People make, and patterns break, FM
1.1 Communication and learning
Forbes, B and Brady, M
An exploration of signals as mechanisms in facilities management contracts
Scupola, A and Hansen, A V
Qualifying FM service encounters – exploring the customer perspective
1.2 Health and hospitality
To what extent does hospitality feature in academic literature on facility management?
Wyton, P and Johnson, I
What skills are required to utilise a CAFM system within the NHS?
Züger, G and Honegger, F
Coordination of Staffing Interactions and Processes for Providing Food Service in Swiss
1.3 Educating facilities managers
Tucker, M and Roper, K
Synergy of Facility Management competencies
Wyton, P, Currie, A and Payne, R
The use of action learning sets within facilities management
Improving Facilities Managers through reflective practice education
1.4 Professional development
Nielsen, S B
Crutzen, J, Losekoot, E and Staal, A
FM Kiwi-style: The development of FM professionals in New Zealand
Ashworth, S, Strup, A and Somorova, V
The challenges and added value benefits of introducing the EN 15221 FM standards into
Information Technology in Facilities Management - a literature review
Added value of FM
Jensen, P A and van der Voordt, T J M
Added value of FM - how can FM create value in organisations?
2.1 Creating value in organisations
Van der Voordt, T J M and Jensen, P A
Matzdorf, F and Greenwood, J
Student choice, league tables and university facilities
von Felten, D, Böhm, M and Coenen, C
Multiplier effects through FM Services – a survey-based analysis of added value in FM
Riratanaphong, C and Van der Voordt, T J M
Performance measurement of public facilities in Thailand: A case study of Dhanarak Asset
2.2 Campus retrofitting
Nenonen, S, Niemi, O, Savolainen, J, Kähkönen, K and Eriksson, R
Towards Future Learning Environments – co-creation and co-investing in Campus
Sustainability in FM
Junghans, A, Nielsen, S B, Jones K, Vega, S
3.1 Managing energy efficiency
Stenqvist, C and Nielsen, S B
Dialogue and collaboration for Energy Efficient Facilities Management: public sector
strategies and the role of external service providers
Kinloch, C R V and Junghans, A
Facilities Managements’ role towards energy-efficiency of non-residential buildings
Collins, D and Junghans, A
How does usage affect the sustainability and environmental footprint of an office building?
Mobach, M P, Nardelli, G, Kok, H and Konkol, J
Facilities management innovation
4.1 Space and organisation
Mobach, M P
Hoendervanger, J G, Le Noble, V, Mobach, M P and van Yperen,N W
Tool development for measuring and optimizing workplace utilization in activity-based work
Tobin, S and Price, I
Exploring implications of NHS Telehealth and Telecare scenarios for estates and facilities
4.2 Workplace management
Mobach M P
Appel-Meulenbroek, R, Kemperman, A, van Susante, P and Hoendervanger, J G
Differences in employee satisfaction and productivity in new versus traditional work
Iris de Been, Marion Beijer and Dorieke den Hollander.
Preventing common issues in activity based work environments: results from user-centred
Ekstrand, M, Damman, S, Hatling, M and Hansen, G
Front and Backstage in the Workplace: an explorative case study on activity based working
and employee perceptions of control over work-related demands
Shared space - between vision and reality. The case of Lyngby Idrætsby.
Honegger, F and Hofer, S
An approach to professionalising FM services in a Swiss Hospital
Gerber, N and Hofer, S
Role Model for Chief Facility Managing Officers (CFMOs) based on the Service Allocation
Model for Service Companies (SAMoS)
Outlining the project L-I-F-E (Legionella In Facilities and associated Environments)
Olaniyi, O and Smith, A
The impact of facilities management in achieving sustainable buildings