ABSTRACT
In Facilities Management (FM), just as in any other sector of the contemporary economy, innovation has become a not only recommended but also required element of survival and growth. Some FM organisations have developed a dedicated innovation strategy and manage innovation and improvement strategy systematically. According to the European standards, FM services deal with the integration of processes within an organisation to maintain and develop the services, which support and improve the effectiveness of its primary activities. The heterogeneity of the range of stakeholders, who are involved in the FM service process, complicates the management of innovation and improvement processes in FM. External providers care mostly about being able to efficiently provide satisfactory services to honour their contract with the internal FM unit. All stakeholder needs and expectations should be taken into consideration to guide processes of innovation and improvement from idea generation to concept development and launch.
