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Exploring Current Trends in Facilities Services

Exploring Current Trends in Facilities Services. Phil Roberts CFM IFMA Fellow Deva facility consulting. Facilities Services. FM Provides only one product: service David Cotts and Michael Lee 1999. Service Quality. Is not Professional Competence. Is

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Exploring Current Trends in Facilities Services

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  1. Exploring Current Trends in Facilities Services Phil Roberts CFM IFMA Fellow Deva facility consulting

  2. Facilities Services FM Provides only one product: service David Cotts and Michael Lee 1999 © Deva Facility Consulting 2008 www.devafacility.biz

  3. Service Quality Is not Professional Competence Is Understanding and exceeding customer expectation © Deva Facility Consulting 2008 www.devafacility.biz

  4. Expanding Horizons Facilities management is the integration of processes within an organisation to maintain and develop the agreed services which support and improve the effectiveness of its primary activities CEN European Committee for Standardisation © Deva Facility Consulting 2008 www.devafacility.biz

  5. Improving the price of the service Facilities Experiences Experiences Services Improving the competitive position Meeting the needs of customers Goods Commodities © Deva Facility Consulting 2008 www.devafacility.biz

  6. Creating Facilities Experiences © Deva Facility Consulting 2008 www.devafacility.biz

  7. 1: Aligning the Brand Brand Brand Personality Symbols Organisational Associations Scope Attributes Uses Quality Benefits Customer Relationships Culture Self expressive benefits User Imagery Emotional benefits Service © Deva Facility Consulting 2008 www.devafacility.biz

  8. 2: Contributing to Change © Deva Facility Consulting 2008 www.devafacility.biz

  9. 3: Reducing Waste • Close the loop • Elimination of waste • Achieve benign emissions • Use renewable energy • Decrease consumption • Resource efficient transportation • Awareness and influence © Deva Facility Consulting 2008 www.devafacility.biz

  10. 4: Improving Technology • QHC Canada • Implemented INTERSERV with ARAMARK • Provides central resource centre which: • Allows maximum of 5 minute response time to any service request • Support staff work schedules constantly renewed wirelessly • Places strong emphasis on trailer surveys of customer satisfaction © Deva Facility Consulting 2008 www.devafacility.biz

  11. 5: Improving Collaboration • Genie • 65,000 internal customers • €140m annual turnover • Alliance of 40 FM service providers • Common Brand • Atkins Asset Management provides managing agency services © Deva Facility Consulting 2008 www.devafacility.biz

  12. PAS 11000:2006 Awareness Knowledge Exit Strategy Capability Collaborative Business Relationships Staying Together Selection Adding value Relationships © Deva Facility Consulting 2008 www.devafacility.biz

  13. Openness and Trust Gain underpinnings for more ambitious collaboration Reinforce trusting attitudes Aim for realistic (initially modest) but successful outcomes Have sufficient trust to take the risk to initiate the collaboration Form expectations based on reputation or past behaviour © Deva Facility Consulting 2008 www.devafacility.biz

  14. The Improvement Curve Improvementimpact Consolidationand analysis Initial improvementimpact Transitionperiod Modeltransformation Process improvementknowledge transfer Initial model to deliver Time Current stateand trend © Deva Facility Consulting 2008 www.devafacility.biz

  15. Collaborative Advantage • Small collaborations can be as advantageous as large ones • Make sure you know what the advantage is • Accept that there are no easy rules • Accept frustration and conflict on the way © Deva Facility Consulting 2008 www.devafacility.biz

  16. Supplier Risk • Financial Competence • Service Competence Service Risk Client Risk • Innovation • Business impact • Management competence • Organisation culture The 360º View Contract Risk © Deva Facility Consulting 2008 www.devafacility.biz

  17. CEN European FM Standard • Develop better understanding • Improved communication • Improved effectiveness • Improved quality measurement Development of tools and systems; • Bridge the gap • Different languages; • Different views of FM; • Different development stages of FM; • Different cultures and different markets © Deva Facility Consulting 2008 www.devafacility.biz

  18. CEN European FM Standard • Position the European Facilities Service Sector • Improve competitiveness in global markets; • Improve transparency in procurement and contracting; • Introduce realistic and meaningful benchmarking; • Enhance true pan European and international reach; • Demonstrate our maturity as a profession. © Deva Facility Consulting 2008 www.devafacility.biz

  19. CEN European FM Standard • Completed work • PrEN 15221-1 Terms and Definitions • PrEN 15221-2 FM Agreements • Future activity • Process • Costing • Performance Measurement • Measurement protocols © Deva Facility Consulting 2008 www.devafacility.biz

  20. Added Value Services What the business thinks it produces is not of the first importance. What the customer thinks he is buying, what he considers ‘value’ is decisive Peter Drucker 1955 © Deva Facility Consulting 2008 www.devafacility.biz

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