Transforming Facilities Management
Facilities Management is transforming the way we do business. We are focusing on what our customers want and building a new culture. This new culture demands that individuals and teams are accountable for their work and places a high premium on clear communication.
FM Transformation was a two-year process which drew on the experience of our front-line staff, supervisors and partner organizations to create both a new organization and sustainable cultural change. To see the details of how we did it, please view our archives (at left).
World Class Service
Our customers now have a single person, the Team Manager, to solve any of their issues. We placed Team Managers in charge of multi-disciplinary teams responsible for holistic solutions to customer needs within a million square foot territory.
The results have been encouraging...
- Customer satisfaction has risen from 73% in FY05 to 85% in FY07.
- FM's operating budget is growing at a slower rate than our peers while service is increasing.
- Monthly performance measures are influencing operational decisions.
- Annual reviews went from 30% complete in 2006 to 95% complete in 2007.
The 3 C's of Transformation
As a continuous improvement organization we know our work will never be finished but we have a strong foundation built upon the 3C’s:
- Customer Focused – Partner with customers to provide solutions that address their needs
- Culture of Accountability – Hold individuals and teams responsible for their work
- Cost Effective – Deliver service in the most efficient and effective way possible
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