The objective of performance management systems is to identify, measure, and develop the performance of individuals and teams while aligning individual and organizational goals (Aguinis 2009) In addition, (McNay 1999) emphasises the need to measure performance gaps between service delivery and customer satisfaction. He stresses the need to rank performance criteria, linking these to performance and service in such a way that their overall influence may be evaluated against business-driven imperatives. The role of performance management has become critical as the customer needs in facilities becomes more demanding in an ever changing environment. The pressure is on FM companies to learn, grow and deliver exceptional performance with the view of extending their contracts with the clients (Pitt 2006).
It is anticipated that information received from the study would assist management of the organisation to better understand the critical issues relating to performance management and empower them to take corrective action where necessary. The results of the study may also prove significant in altering management perceptions on PM which is to be managed as a business imperative.
The study will also provide a platform to assist the management of performance in an industry that is constantly changing and where there is a shortage of applicable guidelines and literature.
The study will educate managers and leaders in that it provides a sound base of the concept and process of performance management. This will help them understand the importance of performance management and the impact it has on overall strategy of the company. [continues]
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