20th November 2017
The debate surrounding Total Facilities Management – one supplier vs. multiple for FM requirements has been well discussed over the years. For clients, selecting the right suppliers to maintain their facilities can be both time consuming and confusing given the number of providers on the market. But why would you choose to juggle multiple contacts and contracts when you could have just one? A one-stop-shop approach to procurement and integrated service provision should be the end to the headache caused by managing multiple operators. When done properly this can impact positively allowing you to focus on your own core business, but this is not always the case. If not managed correctly, a TFM solution will not automatically deliver the expected benefits such as reduced costs, risk reduction or improved customer service.
By choosing a Total Facilities Management solution and provider you are placing all responsibility and the risks associated with service provision within the hands of one company and one contact. This all sounds simple and foolproof, but the reality is dependent on how those individual services are managed. If the FM services continue to be delivered in operational silos there will be little or no benefit in bringing them all under one roof. These silos are often further reinforced by operational constraints such as mobile working for M&E and the variable working hours for cleaning teams which can make integration with daytime services like Reception, Mailroom and Housekeeping etc, a challenge.
For a truly successful Total Facilities Management solution, cohesion is imperative, one set of objectives, one set of KPI’s and a seamless delivery, but this does not just mean one Account Director or Facilities Manager running the entire show with a helicopter view of operations – there is another mid level supervisory role that needs to be fulfilled to make a TFM solution actually work.
A strategic approach is critical in managing a TFM service to meet client expectations and demands and we recognised some time ago that a new approach was required to deliver a fully integrated customer centric service. To tackle this, we began by mapping our customers’ journey and by working in partnership with clients, we were able to understand what would make a difference to the success of their business.
Our response was to create dedicated Floor Captains – a supervisory level role delivered by an individual who is trained in multiple skills. Reporting into the Facilities Manager, Floor Captains provide a combination of robust supervision of service delivery and hands on support for our customers. As the face of Anabas working in corporate office environments, they are responsible for delivering a full concierge service to all building users. They provide daily support across each floor where they manage the majority of the porterage services, e.g. meeting room set up, logistics support and assistance with postal deliveries together with any ad-hoc tasks of a similar nature as required by the client.
An Anabas Floor Captain wears many hats and touches all of our service lines. They are trained as an expert in several areas and are able to balance them accordingly. As part of the mobilisation process, all Floor Captains receive training to provide a best in class service focusing on customer service, with particular emphasis on “See it, Own it, Fix it”. These individuals make our Total FM provision work and are the daily point on contact for our customers, building relationships directly to improve communication and resolving issues faster. The Floor Captain acts as an ambassador for our business and are the eyes and ears within the client’s business. They are the conduit to ensure that all requests are met and managed in a timely manner.
Floor Captains have the skills and experience to work with minimum supervision and where necessary direct, supervise and coordinate some or all the tasks undertaken by other staff. Multi skilling is vital to support the delivery of TFM and this Floor Captain role is the first stepping stone on the career development ladder at Anabas to prepare individuals by training them from the ground up, equipping them with the necessary experience to progress smoothly to FMs.
In order to deliver a truly integrated TFM solution, it is absolutely essential to fully understand your customers culture, business needs and reliance on the built environment in order to focus on how our facilities services can positively impact the customer experience within their business. One thing that has been proven time and time again is how having one contact that is highly visible, recognisable and available can bring peace of mind to clients. Ultimately customers want transparency, a cohesive delivery, collaboration and a partnership they can trust.