How Are Leading GCCs Measuring Facility Management Performance?
For years, facility management performance was judged by a familiar set of metrics: response times, maintenance schedules, cleaning frequencies and SLA compliance. While these indicators remain important, they no longer tell the complete story.
India’s Global Capability Centres GCCs have evolved into strategic hubs for innovation, engineering, product development and business transformation. As these workplaces become more sophisticated, expectations from facility management have evolved alongside them. Today, success is no longer measured by whether a building is maintained, it is measured by how effectively the workplace enables people, productivity and business performance.
The timing couldn’t be more relevant. GCCs continue to fuel India’s commercial real estate growth, accounting for 43% of office leasing in the first half of 2026, reflecting their expanding role in the country’s business landscape.
What Today’s GCCs Are Measuring Differently?
Traditional KPIs such as uptime, preventive maintenance completion rates and housekeeping audits remain essential. However, leading GCCs are increasingly complementing these operational measures with broader performance indicators that reflect workplace quality and organisational outcomes.
1. Employee Experience
The workplace has become a key differentiator in attracting and retaining talent. Employees increasingly expect offices that are clean, responsive, comfortable and seamlessly managed. Employees working in high-performing workplaces report significantly higher levels of productivity, engagement and workplace satisfaction, reinforcing the role of workplace experience as a strategic business enabler.
This means facility teams are paying closer attention to indicators such as workplace satisfaction, service responsiveness, helpdesk resolution quality and overall occupant experience. Rather than asking, “Was the issue resolved within the SLA?”, organisations are asking, “Did the employee have a positive experience?”
2. Operational Resilience
For modern GCCs, uninterrupted operations are non-negotiable. Facility management is increasingly evaluated on its ability to minimise downtime, ensure business continuity and proactively manage risks.
Industry investment priorities also reflect this shift, with 45% of organisations planning to invest in AI-driven predictive maintenance over the next year, highlighting the growing focus on reducing downtime and strengthening operational resilience.
Rather than reacting to failures, organisations are measuring the effectiveness of preventive and predictive maintenance, critical asset reliability and emergency preparedness to ensure workplace operations remain resilient.
3. Data-Driven Decision Making
Modern facility management is becoming significantly more data-led.
This growing emphasis on data-driven operations is evident in technology investment priorities, with 40% of organisations planning to invest in integrated workplace experience platforms to improve operational visibility and decision-making.
Instead of relying solely on periodic audits, organisations are using real-time dashboards, occupancy analytics, asset health monitoring and digital inspections to make informed operational decisions. These insights help optimise space utilisation, improve service delivery and allocate resources more efficiently.
4. Technology Adoption
Technology is no longer viewed as an enhancement; it has become a performance indicator in itself.
Increasingly, the question is no longer whether technology has been adopted, but whether it is delivering measurable business outcomes. Leading GCCs are evaluating how effectively AI, IoT, robotics and intelligent workplace platforms improve operational efficiency, automate repetitive tasks, strengthen decision-making and enhance visibility across facilities.
5. Sustainability and Resource Efficiency
Facility management performance is also being measured through environmental outcomes.
The importance of sustainable facilities management is becoming increasingly evident, with buildings accounting for approximately 37% of global energy-related carbon emissions. This makes resource efficiency a strategic priority for organisations worldwide.
Energy consumption, water efficiency, waste diversion, responsible sourcing and carbon reduction initiatives have become integral to workplace operations. As ESG commitments gain prominence, facility teams are expected to deliver measurable sustainability outcomes alongside operational excellence.
The Future of Facility Management Is Strategic
The most successful GCCs no longer view facility management as a support function focused solely on keeping buildings operational. Instead, they recognise it as a strategic capability that directly influences employee experience, operational resilience, sustainability and business performance.
The question has shifted from “Are we meeting our SLAs?” to “Is our workplace helping people perform at their best?”
Get more details
