KPIs should be aligned with stakeholder expectations as outlined in ISO 41001 and IFMA’s Performance and Quality Management competency.
Stakeholders (A) dictate KPIs as they define service expectations, including tenants, employees, and executives.
Facility managers (B) and teams (C) may influence KPIs, but they must align with business needs.
CEO input (D) is valuable but is not the sole basis for KPI selection.
Effective KPIs should be measurable, relevant, and directly linked to service quality goals.
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