In the facility management there is no relevant data regarding which KPIs the BIS should focus on and no indications on how well performance is doing. Moreover, a market and gap analysis should provide more information about which KPIs are relevant in the facility management. Also, there are three departments in Facility Management. In the project we focus on the operations and conference infrastructure department. This decision was made together with BIS. During the project we realized that a market analysis was not possible, thus we had to find another solution. The solution was to research market trends in secondary literature to create a market profile.

To gain knowledge on the subject data was gathered in quantitative and qualitative methods. For the literature review qualitative data was collected by researching secondary literature from various sources. The quantitative data was provided in two interviews and data analyses. The information was processed to create KPIs. These KPIs were divided by categorizing them by their traits efficiency, cost and budget, and quality and quantity. Then the KPIs were discussed on their relevancy and availability. To conclude the report, a GAP analysis shows the desired and current state of performance and incentives were examined.

The results of the report are 16 KPIs, 8 KPIs ready to be implemented and 8 KPIs that are desirable for the near future. Each KPI explains its importance and provides its metrics, which in some cases need to be measured. The defined KPIs improve efficiency and transparency. The GAP anaylsis shows the current status and how much performance can be improved. Also, it explains that the incentive programs effectiveness and progress depend on the KPIs. By providing suggestions, we offer the BIS thoughts on how to improve and proceed with their KPIs in the near future. All together the results of the report show the benefit of KPIs and why they should be implemented.