Abstract:
Service consistency acts as a key media to achieve sameness and fairness in service
delivery. Service consistency is vital to attraction of new customers, enhanced corporate
image, reduced costs, and increased business performance. Nonetheless, struggle in
developing and applying measurements for service quality can be commonly identified
with service consistency failure situations. Hence, to better manage changes as well as
to overcome such issues, organization should adopt a proper methodology to improve
service consistency for Facilities Management (FM). Thus, this study aims to improve
the service consistency of FM service proving organizations in Sri Lanka. Case study
method was adopted in qualitative phenomenon. Under the case study method, three
cases (FM service providing organisations) were studied. Twelve (12) semi-structured
interviews were conducted among the FM related professionals in the selected cases to
collect the data. Case study data were analysed by using the content analysis and crosscase
analysis techniques. Direct interaction with customers, complain handling
procedures, conduct skill development programmes, collect customers feedback and
recruit experienced professionals were identified as some of the existing strategies used
for service consistency. Different customer expectations, employee turnover,
communication errors and lack of customer experience about FM services were revealed
as major issues for service consistency. Accordingly, the suggestions, including sharing
information with each employee, improving decision making skills, developing customer
care strategies and implementing better recruitment system, were proposed to overcome
the identified issues of service consistency in FM service providing organisations in Sri
Lanka.
