Posted October 1, 2014 by Scott Reed 

Balancing Your Facility Scorecard

For years, student union facility managers had to survive with what was allocated to essentially balance a strategic facility plan that concurrently addressed numerous competing facility needs. An emphasis on balancing these needs has not changed dramatically, but in the growing world of facility management, there is a growing emphasis on using an evidence-based approach to developing and maintaining facilities that brings into play a key facility management term known as a "balanced scorecard." AcademicBuilding

On the surface, and at an operational level, a balanced scorecard may seem easy to outline priorities that likely include prioritized areas such as infrastructure, safety, student demands, etc. However, when you dive in deeper for developing a strategic facility plan, we can break a scorecard down into categories of facility related data that can help us drive balancing these priority decisions.

Some of the main components of data resources include information that most of us already have in hand. Some logical categorical areas include staff information, maintenance information, customer information, and financial information. All of these inputs can be valuable in developing a true balanced scorecard for your facilities.

A fundamental balanced facility scorecard considers these important perspectives:

  • Customer
  • Process
  • Financial
  • Employee

Data in each of these areas feeds strategic planning and facility management priorities. Examples of data input from each perspective are broken down further below. 

  • Customer Perspective
    • User surveys
    • Occupant satisfaction ratings
    • Tennant feedback
    • Advisory boards  
  • Process Perspective
    • Work order efficiency
    • Reactive work order trending
    • PM frequency increases 
  • Financial Perspectives
    • Return on investment
    • Life cycle costing
    • Budget demands
    • Spend patterns 
  • Employee Perspectives
    • Surveys
    • Brainstorming

This basic model for a balanced scorecard gives us the outline to support the organization’s mission while balancing data that leads to effective decision-making. Other ways to look at a balanced scorecard are more at the operational level. In the operational scenario, these listed priorities are usually applicable for priority stacking needs.

  • Safety/codes
  • Infrastructure
  • Functionality to meet programming
  • Customer demands
  • Environment and aesthetics

In summary, no matter the facility management story you need to tell, having a balanced strategic priority model, such as a balanced scorecard, to follow for setting priorities is key. This allows for logical decision making framework that is evidence-based, planned, and demonstrates direct connection to the organizational mission.

Scott Reed

Scott Reed is the Associate Director of Student Centers and Activities at Virginia Tech.

Scott oversees and directs services, operations, and facility management needs for four student center buildings. Through this role, he has overseen renovations, served on the campus sustainability committee, led safety planning for the union, and is currently co-chairing a facility management software transition team. A long time member and volunteer for ACUI, Scott received his bachelor’s in sports management from Western Carolina University and his master’s in kinesiology with a concentration in sports and recreation management from James Madison University.


I always appreciate your expertise Scott; great post!
Joseph Hayes
Comment posted 10/06/2014 9:59 AM
We can always count on Scott for a great outlook on a never ending challenge faced by all facility managers. Thanks Scoot
Mark Cline
Comment posted 10/30/2014 11:20 AM
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