Evaluating Facility Operation Management in Saudi Post Offices Through Key Performance Indicators (KPIs)

Abstract

This thesis examines Facility Operation Management (FOM) performance in Saudi Post Offices through Key Performance Indicators (KPIs). The research investigates how the current KPI application assists and enhancing facility operations management across important areas: cost efficiency, customer service quality, operation and maintenance quality, business continuity, and occupational health and safety. Moreover, it examines the difficulties and limitations experienced in applying and using KPIs in facility operation management. The study seeks to give a thorough knowledge of KPIs' present application, their influence on FOM performance, and the challenges impeding their successful acceptance. A quantitative approach was adopted for this research. The study sample was selected from among the managers, supervisors and senior employees involved in managing the Saudi post offices in the Kingdom of Saudi Arabia. Data was collected through a structured questionnaire. The results confirmed that there is significant impact of the selected KPIs on enhancing facility operation management performance, and there are few challenges facing implementation of these KPIs in facility operation management. The results guide the creation of a workable framework for recognizing and applying appropriate key performance indicators (KPIs) to maximize operational management practices of Saudi Post Offices, therefore improving overall performance, service delivery, and operational efficiency. Keywords: Facility operation management, Key performance indicators, Postal offices.