ISO/AWI 41020

Facility management — Performance management framework and measurement

Scope

This document defines a structured approach for establishing a Performance Management Framework and corresponding Performance Measures, applicable across the delivery of all Facility Management (FM) functions. The document guides FM organizations through a structured approach that encompasses:
(1) understanding demand organization goals and objectives,
(2) development of aligned goals and objectives,
(3) establishment of Key Performance Indicators (KPIs) to quantify performance and progress against defined objectives,
(4) implementation of supporting Performance Indicators (PIs), and
(5) ongoing monitoring, management, and continuous improvement of performance management.
The document also provides examples that demonstrate outcomes that support the purpose of the FMO and its successful performance.