BMO-31806 Facility Management Innovation


Credits 6.00

Teaching methodContact hours
Individual Paper6
Independent study0
Course coordinator(s)dr. HB Kok
Lecturer(s)dr. HB Kok
Examiner(s)dr. HB Kok

Language of instruction:


Assumed knowledge on:

Prior knowledge of BMO-52806 Evidence-based Facility Management is seen as an advantage, but is not a necessity.

Continuation courses:

BMO-70424 MSc Internship Management Studies; BMO-80433 MSc Thesis Management Studies


Nowadays, the workplace that employees occupy is more than just the functional physical place where work is performed within organizations. We see changing workstyles, from hierarchical structure and linear processes of the 20th century to highly connected, multi layered responsibilities, and self-directed cross functional teams. Also, the experience economy leaves its traces in the facility management (FM) domain, meaning the challenge to create memorable experiences at the workplace to inspire and keep employees engaged and happy. Moreover, there is abundant scientific evidence of different aspects of workplace design influencing the user’s emotional and physical condition and consequently their performance. That work environment is increasingly anytime and anywhere people want to meet and work. These, and developments like increasing attention to health and well-being in the workplace, sustainability and the integration of the internet of things, impact contemporary workplace design and drive the need for FM to come with innovative workplace solutions.
The purpose of this course is to learn how to coherently integrate external developments, company strategy and physical facilities and services into an inspiring and stimulating work- and living environment. To be able to do so, we explore and build on the concept of experience design, following the customer journey as a means to innovate and create new workplace experiences. Also, we discus the what, why (i.e. drivers and barriers) and how of service innovation, explore the concept of participatory design, touch on the living lab, and as-a-service models. We end with unfolding the idea of the smart building to come up with solutions to create more sustainable, accessible and inclusive spaces.

Learning outcomes:

After successful completion of this course students are expected to be able to:
- explain the origin and evolving of facility management as a management discipline from both a client and provider perspective;
- understand the need for and benefits of innovation in FM and how innovations can be shaped;
- discuss and apply facility design innovation for experience-centric services from a customer journey perspective;
- understand and apply various approaches to facility management innovation to create work environments that meet societal, business and users’ needs.


The course consists of 10 (guest) lectures, self-study, an individual assignment, group discussions and student presentations.


- written exam consisting of open questions and multiple choice questions (30%);
- individual report (Powerpoint presentation) (60%);
- interim and final presentation of the assignment (10%).
Both the written exam and the assignment need to be marked with at least 5.5 to pass the course.


Relevant articles will be provided. Furthermore, before each lecture a PowerPoint presentation on the subject will be posted in Brightspace.