Impacts of poor quality of information in the facility management field

Tuuli Jylhä, Maila Suvanto

Research output: Contribution to journalArticleScientificpeer-review

17 Citations (Scopus)

Abstract

Purpose
– This paper aims to analyse the quality of information and its impact on the facility management (FM) service processes from a lean management perspective. Waste has a key role in lean management when improving productivity. Unfortunately, the potential of waste elimination has not been utilised in FM. Poorly managed information has already been recognised as a source of waste.

Design/methodology/approach
– The quality of information and related waste activities were studied in a value creation context through four in-depth case studies. The research included 130 interviews and workshops with the case organisations and their customers.

Findings
– The results confirm that poor quality of information produces a lot of waste activities. In the cross-case analysis, three impacts were found as a result of the poor quality of information in FM service processes: a lot of time is wasted for searching, a great deal of extra work is conducted and potential is lost.

Research limitations/implications
– Although the case study approach has its limitations, this study with its extensive data provides findings that are grounded in solid evidence.

Practical implications
– By utilising waste elimination and re-engineering value creation processes, FM organisations could improve the quality of information and increase their overall efficiency.

Originality/value
– This paper provides a deeper insight into the impacts that poor quality of information generates.
Original languageEnglish
Pages (from-to)302-319
JournalFacilities
Volume33
Issue number5/6
Publication statusPublished - 2015

Keywords

  • Facility management
  • Value creation
  • Lean management
  • Information flow,
  • Waste elimination
  • Impacts of poor quality of information

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