The way we manage facilities is ever changing and so are the FM strategies, we must have in place review mechanism as well as to drive effective implementation and Improve performance. Below are the 4 strategies facility managers have implemented to fulfil customer needs and innovate their practices to stay competitive.
1) Focus on Execution instead of Perception Management: Over the time when any strategy is implemented there is a tendency among the team members to improve on the performance numbers than to fulfil customer needs and satisfaction. FM being the support service should enable the business operation to focus on their core activities. Only good numbers on FM performance indicators will not suffice hence there should be review mechanism and the sole objective is to ensure best of customer satisfaction with high efficiency, effectiveness and flexibility. The quality of work cannot be always measured through performance indicators and the focus for most Facility managers and service partners is to complete the work and less importance for quality.
Based on the feedback received from the business CEO’s and other leadership members, FM team at implemented numerous measures and key action taken was to increase site visits and check the quality of work being done at ground, this has been done by setting an example by myself visiting the stores and
2) Automation for online monitoring and analytical reports: “Measure what matters, what’s get measured gets done” is the key phrase which has motivated us to look for automation. Though we had basic automation tools for call management, SAP ERP and inhouse developed portal for Energy Management but this is not sufficient and fist step I have taken is to ensure that advanced automation tools are available for team. Created focus group to study, recommend and implement these tools with support of inhouse IT team. Though work is in progress for many, in last few months we could develop and launch two initiative namely “Equipment Verification” to ensure equipment master is up to date and easily available to take management decisions in terms of budget, equipment life, maintenance program etc. and second one is addon to SAP for “Supplier Relationship Management Portal” , this will reduce the time taken for service certification and timely processing invoices of service partners.
3) Internal Audit to Check Process Compliance: Implemented stringent internal audit to check the compliance level of various processes being executed at geographies. The key objective of the audit is to check compliance level by the regions for various FM processes and its effective implementation and enabling facilities managers to develop a holistic view of facilities and strategies for continuous improvement. This has given encouraging results and team has started work on corrections and same will be monitored for its consistency by follow up audits.
Biggest challenges faced – specific to the building and the segment you cater to and also the industry as a whole? (up to 300 words)
Multifunction Skill Set Requirement:
FM needs to manage various type of activities be it housekeeping, Pest Control, administration, repair and maintenance of equipment’s / building etc. Most facility mangers face the common challenge of having to wear a juggler’s hat – metaphorically speaking. Anyone who has worked as a facility manager knows how problems can weigh on him over time. In this managerial role, one has so many responsibilities, varying from ensuring that the facility and grounds under his domain are safe and functional to meeting an array of central /state regulations and compliance standards in addition to customer satisfaction. Managing this humongous task sometimes takes toll of the facility managers. The challenges can be overcome by strong time management skills and proven history of workplace punctuality, attention to detail and meticulous use of proper safety procedures, experience with a variety of equipment’s, cleaning / pest control products and tools. good interpersonal and communication skills, self-directed and motivated and last not the least to willingness to keep updated with latest techniques and developments. Over and above automation tools for keeping tab on the progress with ability to analytics for timely and right management decisions
Cost Controlling and Management:
In most of the company FM is considered as cost centre and more often than not it is asked to control the cost. The activities done by FM is not normally not visible to management unless and until there is some breakdown of service or equipment. The good things done by FM are taken for granted and of course FM cannot control the cost to larger extent. By timely and effective preventive maintenance and effectively tracking of assets, FM can increase the life span of equipment. FM should always strive to achieve and provide true value for money services and highlight to management achievement at regular interval and but what you present to management should be demonstrated at ground.
Another measure by FM to control the cost is by energy conservation, as the machine become older they become energy guzzlers, by taking care of the equipment’s for best efficiency coupled with training on do’s and don’ts to users will go a long way. The money saved from energy conservation to be showcased with respect to resources and sales revenue required for generating the same amount of profit. By savings through energy conservation activities FM should strive to recover or come closer to normalising the FM cost by 30% to 40%
Pressure to perform highly with few resources
Due to reasons like tough competition and reduced profit margins of client / organisation, FM is often asked to reduce the resources, make best out of the few resources available and to add to this this expectation of the client remain same. A facility manager then faces pressure from everyone in the facility to perform at high levels. With few resources, he has to find the most effective way to perform. This can be very challenging as he will be limited by resources he has to work with. In such scenario automation to the maximum will only provide solace and allow facility manager to perform to the best. The continual improvement program will reduce monotony and promote satisfaction and belongingness for facility managers.