Abstract (English)
Even though operator obligations are not new to Facility Management professionals, a constant struggle within handling these can be observed. This applies particularly for large heterogeneous real estate portfolios. The large diversity of estates, each with an individual background relating to contractual relations, user demands, building service engineering and different competent bodies, have proven traditional benchmarking approaches to be not expedient on this very occasion. Therefore, we did develop a new process to benchmark operator obligations especially handy for large portfolios. Facing interface problems within the Facility Management organisation, a bottom-up approach allowed us to meet a required insensitivity for such problems by interviewing mainly the executing teams and crosschecking these results while following the path of delegation upwards. The operator organisations structure with different technical departments has been taken into account by allocating the operator obligations to cost types according to the german DIN 276: Kosten im Bauwesen. In combination with facilities lists from CAFM-software, this approach made an estate based analysis obsolete and therefore reduced the benchmarking expenditure. The implementation of this process resulted in the evaluation of over 3000 data points during a time span of four years and delivered a sufficiently accurate statement on operator obligations, pointing out not handled obligations, organisational problems and insufficient control of third-party facility service providers equally.