Use of information technology in facility management practices: a case study

Abstract

This study deals with the use and effects of Information Technology (IT) in the field of Facilities Management (FM). The positives and negatives related to the use of IT were identified, and the reasons for using IT in those organizations were analyzed. A case study was used to develop an understanding of the context in which IT was used. In addition, the case study aided in understanding the impact of human factors in the acceptance of new technology. Ethnographic methods such as personal observation, interviews, day-to-day interactions, proxemics (socially defined distance between people) and kinesics (body language) were used for data collection. The literature review provided the theoretical evidence. This theoretical evidence, as well as practical evidence, provided an opportunity to test the hypotheses of this study. Being a part of the culture of an organization allowed the researcher exposure to many more concerns related with the use of technology. These have been discussed as areas where further research can reveal many more new findings. This study provided a great opportunity not only to understand the use of IT in FM but also develop a skill set that could be used effectively in the FM industry. Usage of the different IT systems used was learned before analysis, so that views of other users could be interpreted correctly and in an unbiased manner. The major finding of this study is that information technology alone does not help in facility management practice. The effect of IT on FM is dependent on the design as well as implementation of the technology, which means that it includes, besides, the technology used, the people as well as the process involved. Four main issues that affect the use of IT in FM that surfaced from this study were as follows: Recognizing the optimum workflow automation, training of users and compatibility of a technology, refining work processes, upgrading the technology to suit the change in needs. Research into the impacts of human factors on the use of technology can yield valuable results with regard to the above-mentioned issues.