Transforming Facilities Management

In 2006, Facilities Management set out to transform the way we do business by focusing on our customers preferences 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.

The Transformation was a two-year process which drew on the experience of 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 rose from 73% in FY05 to 85% in FY07.
• FM's service is increased despite a slower rising operating budget than our peers.
• Monthly performance measures influenced operational decisions.
• Annual reviews went from 30% complete in 2006 to 95% complete in 2007.