The introduction of the diagnosis-related groups/Swiss DRG causes amongst other things a greater demand for transparency, including in non-medical support services [FM] in hospitals. In order to meet this, it is necessary to have a systematic way of measuring and comparing services in order to come up with specific controlling measures when required. So that the key performance indicators can be collected in a correct and comparable manner, it is first necessary to have a common definition of the underlying processes and second, a clarification where and which key performance indicator parameter is generated/stored. To reduce the complexity of the variety of non-medical support services and processes, and to make the connections easily apparent, the goal was to develop a suitable and adaptive reference model. In collaboration with four hospitals and three business partners, the present reference model for non-medical support services in hospitals [RemoS] was developed using the consortium research approach during numerous expert meetings on the basis of the entity relationship method. The model shows the connections between the result-oriented performance taken from the Service Catalogue for Non-medical Support Services in Hospitals [LekaS], the underlying processes, the associated key performance indicators (parameters) and the corresponding software applications. All the corresponding subareas and their detailed documentation are referenced to: the key performance catalogue KenkaS, the process model PromoS and the application catalogue ApplikaS as well as the Guideline for the Application of SAP for Facility Management in Healthcare LesapS and the Assessment, Simulation and Benchmarking Tool for Facility Management in Healthcare. All topics mentioned were separately documented in detail, are linked with each other and can be downloaded and thus applied under www.zhaw.ch/ifm/fm-healthcare/remos.