Case study

As a result of the nature of the research and its purpose, case study was chosen as the primary research strategy of inquiry. The main factor for selecting case study was

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to enable an in-depth examination and analysis facilities management processes and relevant knowledge management tools as applied in the context of PFI projects. The selection of the cases was based on the purpose of the research, the data collection methods, available time to conduct the research, resources and accessibility to the cases‟ environment.

Initially, Action Research and case studies were both considered as research methodologies for this objective. However, the use of Action Research was impeded by several factors, such as confidentiality issues, time constraint and the accessibility of information. Hence, the Action Research approach was deemed inappropriate for addressing this research objective. Qualitative methods (interviews and documentary data) have been used as techniques for the data collection of this research to establish current knowledge management practices, the nature of knowledge used or required, the tools and models used for sharing knowledge and learning, and the gaps existing in current practices with a view toward introducing better alternatives. From this approach, crucial insight into the gaps and opportunities that can contribute to developing a conceptual framework can be identified, which can enhance facilities management knowledge processes for PFI contracts.

The activities involved in the case study were: i) preparing semi-structured interview questions; ii) identifying the case study organisations; iii) agreeing on interviewing arrangements and iv) conducting interviews. Semi-structured interviews were conducted using a set of questions designed specifically to generate findings as a basis for proposing a framework. Each interviewee was supplied with outline questions that were used as a guideline for the interviews. The formulation of themes and questions for the interview was supported by literature review on knowledge

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management and facilities management as outlined in Objective One (see Chapter 1, Figure 1.1) and the findings from the exploratory interviews (see section 5.4.2).

Multiple case studies were chosen as they offer the potential of gaining access to rich sources of data and a detailed understanding of the PFI-FM organisations. The three case studies were selected from PFI healthcare projects across the UK from the Partnerships UK (PUK) database, an official government department for managing the PFI sector. These were mainly PFI healthcare projects due to their dominance market sectors based on the total capital value of signed projects at present. Selection of the case studies was on the basis of the following criteria:

Median project value - The case studies are identified according to the median values of their PFI contracts, which range between £250 million and £400 million. The selection of case studies with similar median values enabled comparisons based on similarities in the contract costs and characteristics of the projects.

Segregation of FM service providers - The segregation process excludes case studies from the same project organisation to maximise understanding of different knowledge management approaches within different organisations.

The interviewees were selected from practising facilities managers principally working with FM service provider organisations; and

Project location

Another criterion used in selecting case studies required that projects had at least reached the Financial Close stage of their PFI schemes. The Financial Close stage indicates the commencement of the project after the end of the competitive tendering

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process of preferred bidders. Thus, the private consortium can possess the site, commence construction and provide facilities services.

For confidentiality purposes, the three case studies are referred as Organisation case study A, B and C. Each organisation case study had a minimum of three respondents, and nine total respondents were interviewed. Their experience in facilities management and PFI projects ranged from 2 to 27 years. Detailed background information on each case study, the roles of interviewees, each project‟s value and the FM project stage in each PFI project are included in Table 5.2.

Table 5.2 Case Study Details

35 years A1. Associate Project Director;

30 years C1. Assistant General Manager;

C2. Estates Facilities General Manager;

C3. Systems (IT) Co-ordinator

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5.4.4 Documentary data analysis

Document analysis of repositories including both soft and hard copies was conducted to provide an understanding of current practice on how facilities management organisations document, store and communicate their information and knowledge throughout PFI projects stage. Project related documents such as project brief reports, service performance evaluation reports, output specifications, and project schedules were examined.

Table 5.3 shows the different documents that were collected and analysed. For the purpose of commercial sensitivity, some of these cannot be published in this thesis;

however, their analyses will be presented. The table also indicates the types of information contained in those documents and the significance to their collection and analysis with respect to facilities management knowledge. A sample of service performance report used in this research is appended in Appendix 3.

Table 5.3 The different document collected and analysed

Types of documents

Information

captured and examined Significance

Project brief report Business case / project scope

Delivery of PFI requirements processes and activities

To reveal how PFI private sector dealt with public sectors‟