Vivek Khamparia

The main objective at British Telecom is to provide efficient workspaces for its employees, so that they can work towards achieving organisational goals and targets. The key to which, they realise is customer feedback. Lack of customer feedback translates to poor results in customer-satisfaction surveys, dissatisfied employees and ultimately, loss of goodwill and respect for the facility management department. Unnecessary escalation to senior management eventually results in tactical work and lack of strategic thinking and delivery. This can lead to stagnation and loss of talent in the facility management team. The team at BT have been addressing this as the key focus area for operations and followed best practices to sustain overall facility management operations.’

For the organisation, the way forward includes a more inclusive and collaborative approach (for employees) with the right governance framework. Increased employee engagement at tactical levels and among senior leadership at strategic levels helps get ahead of the game and be ‘co-pilots’ rather than functioning as a cost centre or backup office function.