Performance measurement action research

Purpose – The purpose of this paper is to summarise the four phases of the action learning processes that Centre for Facilities Management have undertaken with a major central government department. Design/methodology/approach – Action research. The researchers have been imbedded in the client organisation through knowledge transfer programme and went through an action learning process with the organisation. Findings – The researchers have implemented the new and improved performance management system and shared KPIs with the department. The new system has been aimed to address the problems within the previous system. Research limitations/implications – The action learning cycle was not fully completed as the new system has not been evaluated by the researcher yet. Practical implications – The problems with the department's performance measurement system (PMS) are very common among other facilities department who are trying to manage their suppliers. Therefore, they should be able to learn the lessons and processes of how to establish an effective performance management system. Originality/value – This is the first time the researchers have published the whole action research process they went through in trying to review, design and implement the PMS.