The management of facility services will be progressively more personalized for the client and will represent an added value function for the work environment. To achieve this result, the type of relationship built with the supplier must be collaborative and based on a partnership. Furthermore, the primary approach, used in the provision of the service, must be proactive, from the identification the customer's needs to the monitoring of the performance. This thesis discusses the methods and tools of quality management, which were initially developed for the manufacturing sector, but that can also be translated and applied to the service sector, which are suitable for promoting a proactive approach in monitoring and measuring the performance of services. Furthermore, this study aims to integrate two systems: the ISO 9001: 20015 standard and the Six Sigma methodology and its toolbox. From the analysis of the clauses of the standard, its seven quality principles and the highly structured process of Six Sigma, has emerged the need for their integration, which led to a new methodology tailored for the management of facility services. This methodology was subsequently applied in a case study to test its process and validity. The focus of the proposed improvements is cantered on the information system and on the reporting and control mechanisms of an Italian company that operates in the management of facility services. The results of the research provide proof that it is possible to combine several quality management techniques, in the continuous improvement strategy, to better manage the requirements set by users and to offer effective solutions for a specific sector such as the facility management one.
La gestione dei servizi di facility sarà progressivamente sempre più personalizzata per il cliente e rappresenterà una funzionalità a valore aggiunto per l'ambiente di lavoro. Per raggiungere questo obiettivo, il tipo di rapporto costruito con il fornitore deve essere collaborativo e basato su una partnership. Inoltre, l'approccio primario, utilizzato nella fornitura del servizio, deve essere proattivo, dall'individuazione delle esigenze del cliente, al monitoraggio delle prestazioni. Questa tesi discute i metodi e gli strumenti di gestione della qualità, che sono stati sviluppati inizialmente per il settore manifatturiero, ma che possono essere tradotti e applicati anche al settore dei servizi, adatti a promuove un approccio proattivo nel monitoraggio e nella misurazione delle prestazioni dei servizi. Inoltre, questo studio si propone di integrare due sistemi: lo standard ISO 9001: 20015 e la metodologia Six Sigma e il suo toolbox. Dall'analisi delle clausole dello standard, dei suoi sette principi di qualità e del processo altamente strutturato di Six Sigma, è emersa la necessità di una loro integrazione che ha portato a una nuova metodologia su misura per la gestione dei servizi di facility. Questa metodologia è stata succesivamente applicata in un caso studio per testarne il processo e la validità. Il focus dei miglioramenti proposti è incentrato sul sistema informativo e sui meccanismi di reporting e controllo di un'azienda italiana che opera nella gestione dei servizi di facility. I risultati della ricerca forniscono la prova che è possibile unire più tecniche di gestione della qualità, nell’ottica del miglioramento continuo, per rispondere al meglio ai requisiti posti dagli utenti e offrire soluzioni efficaci per un settore specifico come quello di facility management.
Continuous quality improvement in the performance of facility services. EniServizi case study : proposal of proactive improvements in the control and monitoring of the cleaning and maintenance services
ELIA, CHIARA
2017/2018
Abstract
The management of facility services will be progressively more personalized for the client and will represent an added value function for the work environment. To achieve this result, the type of relationship built with the supplier must be collaborative and based on a partnership. Furthermore, the primary approach, used in the provision of the service, must be proactive, from the identification the customer's needs to the monitoring of the performance. This thesis discusses the methods and tools of quality management, which were initially developed for the manufacturing sector, but that can also be translated and applied to the service sector, which are suitable for promoting a proactive approach in monitoring and measuring the performance of services. Furthermore, this study aims to integrate two systems: the ISO 9001: 20015 standard and the Six Sigma methodology and its toolbox. From the analysis of the clauses of the standard, its seven quality principles and the highly structured process of Six Sigma, has emerged the need for their integration, which led to a new methodology tailored for the management of facility services. This methodology was subsequently applied in a case study to test its process and validity. The focus of the proposed improvements is cantered on the information system and on the reporting and control mechanisms of an Italian company that operates in the management of facility services. The results of the research provide proof that it is possible to combine several quality management techniques, in the continuous improvement strategy, to better manage the requirements set by users and to offer effective solutions for a specific sector such as the facility management one.| File | Dimensione | Formato | |
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https://hdl.handle.net/10589/147540