The mpro5 ways of improving facilities management performance.

Posted by: Mo
Category: Business, facilities management, Technology

This blog post from Dan runs through ways of improving performance in facilities management:

  1. Transparency
  2. Control
  3. Efficiency
  4. Embracing Technology
  5. Partnership approach

Improving facilities management

Outsourcing facilities management is proven to deliver real benefits to organisations, reducing costs and allowing them to focus on their core business. However, it is an extremely competitive and fast-changing market. Facilities management companies continually improve performance in order to win and retain contracts. Quality of service is crucial. 71% of companies terminating outsourced contracts cite poor service as the main reason for changing supplier, according to research from Deloitte.

So how can FM companies ensure they remain competitive and build strong relationships with customers moving forward? Here are mpro5 areas to focus on:

Transparency

A recent report by the National Audit Office and the Public Accounts Committee calls for greater transparency of supplier performance. This aims to ensure the public sector receives the best, most effective service when outsourcing facilities management. This trend is equally prevalent in the private sector, as organisations want to know more about how suppliers are performing against service level agreements and the set standards.

In order to provide this transparency, facilities managers need to change how they monitor and report on activities. Many still rely on paper checklists and spreadsheets to log performance. Therefore, they cannot provide a real-time view of what staff on the ground are doing. In addition, regular reports are time-consuming to create and supply, as data needs to be re-keyed manually.

Digital work management technology, involving interactive forms on smartphones, help to deliver greater transparency. By uploading this data to the cloud in real-time, facilities managers have an instant view of operations. They can also provide reports and updates quickly and efficiently to clients.

Control

A facilities management contract often involves a large number of staff, spread across multiple locations. Ensuring that they are all aware of what they should be doing (and when) can be difficult, particularly as managers often work off-site. Sometimes the first time a company knows about a problem is when the customer rings to complain.

Switching to digital work management technology provides greater control for facilities managers. This is because they can see exactly what tasks staff have carried out as all reporting data uploads automatically to the cloud. They can view who did what, and when. Any issues are flagged in real-time, enabling teams to fix them swiftly. This greater control also provides the opportunity to be proactive. For example, managers can analyse data and spot opportunities for improvements, allowing them to potentially add value and open up new revenues.

Efficiency

The bottom line reason for outsourcing facilities management is normally to reduce costs. Therefore, suppliers need to ensure that they’re operating as efficiently as possible and delivering value for money to customers. At a time of rising costs, such as the new National Living Wage, companies should look at improving productivity. But, this should not impact service. Using sensors is one way to reduce costs. In this case, monitoring data is captured and sent instantly to managers, eliminating time-consuming manual checks.

Embrace technology

The rise of digital technology has the power to transform facilities management. For example, smart buildings can increasingly monitor themselves. Internet of Things-equipped devices can send proactive messages when they require servicing or have a fault. Overall, monitoring in the cloud improves control over operations. All of these technologies are here now and can deliver enormous improvement in service and productivity. As digitisation increases, even more new opportunities are likely to be unlocked. As a result, facilities management companies need to embrace technology and change how they work to improve operations.

Partnership approach

To build long-term relationships with clients, FM companies need to be seen as knowledgeable partners. They should be recognised to deliver value rather than just meeting minimum standards set out in the contract. Firstly, this involves working closely together, sharing information about performance. Then, it’s having the ability to highlight issues before they develop. For improving facilities management performance in the long term, it’s important to continually adapt operations to meet customer needs. Achieving this is much easier when equipping managers with comprehensive information so they can see exactly what is happening in real-time. Data from digital work management systems and automatic monitoring is easily accessible through dashboards in the cloud. Managers can be more proactive and work together with the client to meet their needs.

Facilities management is continually changing and becoming increasingly competitive. The companies that thrive will be those that focus on the five areas above, now and in the future.

Dan Teare

mpro5

That’s all from Dan this time, we hope you enjoyed the read. Stay tuned for more from the mpro5 team on the blog.