Impacts of poor quality of information in the facility management field

Tuuli Jylhä*, Maila Elina Suvanto

*Corresponding author for this work

Research output: Contribution to journalArticleScientificpeer-review

18 Citations (Scopus)


Purpose – This paper aims to analyse the quality of information and its impact on the facility management (FM) service processes from a lean management perspective. Waste has a key role in lean management when improving productivity. Unfortunately, the potential of waste elimination has not been utilised in FM. Poorly managed information has already been recognised as a source of waste. Design/methodology/approach – The quality of information and related waste activities were studied in a value creation context through four in-depth case studies. The research included 130 interviews and workshops with the case organisations and their customers. Findings – The results confirm that poor quality of information produces a lot of waste activities. In the cross-case analysis, three impacts were found as a result of the poor quality of information in FM service processes: a lot of time is wasted for searching, a great deal of extra work is conducted and potential is lost. Research limitations/implications – Although the case study approach has its limitations, this study with its extensive data provides findings that are grounded in solid evidence. Practical implications– By utilising waste elimination and re-engineering value creation processes, FM organisations could improve the quality of information and increase their overall efficiency. Originality/value – This paper provides a deeper insight into the impacts that poor quality of information generates.

Original languageEnglish
Pages (from-to)302-319
Number of pages18
Issue number5-6
Publication statusPublished - 7 Apr 2015
MoE publication typeA1 Journal article-refereed


  • Facility management
  • Impacts of poor quality of information
  • Information flow
  • Lean management
  • Value creation
  • Waste elimination


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