VIRTUAL Manchester Livable Cities

Abstract

Supplier management has increasingly been recognized as important indispensable management practice that contribute to service quality. However, evidence of the influence of supplier management on facilities management’s service quality remains inconclusive, especially in smart city i.e. Hong Kong witnessing accelerated demand in service quality for highly valuable assets of building. This paper put forward two ideas for enhancing facilities management’s service quality in smart city in a better way. In supporting the first idea, this paper studied the past and on-going relationship between supplier management and service quality in the field of facilities management in smart city and their respective significance indicators to demonstrate that not only is a set of indicators needed for effective significance, but also a final importance-performance index to visualize the relationship’s achievements. Specifically, this paper developed the construction of synthetic indices using importance-performance map analysis (IPMA) through SmartPLS from 400 facilities management offices. The second idea attempts to anticipate the changes required, particularly in application of artificial intelligence machine learning, to be introduced in current facilities management practices to enhance service quality effectively and efficiently. This paper recommends the adoption of real-time data rather historical data as the basic information with which to construct a set of indicators to explain the relationship’s achievement. A final index summarizing facilities management’s service quality set of indicators is suggested in the conclusion.