Quality management (QM) practices in Facilities Management (FM) organisation: A case study in Malaysia

Quality management is known as one of the key approaches adopted by various organisaitons to realise the goal of meeting customer satisfaction. It is also no exception to Facilities Management (FM) organisation. This paper explores the practices of quality management in an FM organisation. The research applies questionnaire distribution approach to seek feedback from occupants who work at, and manage Common User Buildings in Malaysia. The quality management practices that were evaluated consist of people, process and technology components. From the results, it can be concluded that the state of quality management for the case study is high for people and process components and moderate for technology components. The findings suggests that quality management in FM organisation needs strengthening, particularly on the technology aspect. The outcome of the paper provides an insight on the state of the quality management practices in FM organisation in Malaysia.