Tuuli Jylhä and Maila Elina Suvanto
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…
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.