Benchmarking facility management: applying analytic hierarchy process

Abstract

This paper illustrates the theoretical framework of applying the analytic hierarchy process (AHP) when benchmarking facility management service provider performance. A case study is presented to demonstrate the structure and organization of the model. The case study also illustrates how AHP is particularly effective for handling performance measures that involves multi‐attribute multivariate qualitative and quantitative data. The paper concludes by identifying three critical features: ranking criteria, establishing consensual data input and applying sensitivity testing.