CFaR Report: Performance Management through Service Quality Perspective

This newly published CFaR report takes a look at the service provided by facilities management professionals at educational facilities, and how to measure the overall quality of the services provided.

As educational facilities professionals, we are the stewards of customers’ experiences. In response to the ever-changing needs of our customers, the quality of service we provide isn’t just about maintaining buildings and grounds—it’s about creating environments that support and enhance the overall customer experience. Our role extends far beyond bricks and mortar; we are responsible for cultivating environments that foster learning, growth, and innovation. This is why service quality isn’t just an operational concern—it’s a fundamental aspect of our mission and a key driver of organizational excellence.

In the context of educational facilities, service quality measures the extent to which the services provided by a facilities organization meet the needs and expectations of the campus community members. Service quality encompasses more than just final outcomes; it focuses on the entire customer experience, especially how services are provided and perceived. In other words, it involves evaluating both the service outcomes and the processes by which they are delivered.

Principal Investigator:
Tanaporn “Gig” Supanichrattana, CEFP, Illinois State University