ABSTRACT
In 1991, Eccles predicted, 'Within the next five years, every organization will have to redesign how it measures its business performance'. Given the current levels of activity in the field, it appears that Eccles' assertion was fair. This paper is about performance measurement of support services for an organisation, more precisely those services usually referred to as facilities management. It covers the application of the Balanced Scorecard which translates an organisation's mission and strategy into a comprehensive set of performance measures that here provide the framework for a strategic measurement and management system for facilities management.
