Smart FM Services Delivery:

Are you ready for operational excellence?

Implementing the right FM and maintenance processes and solutions is important to ensure operational excellence and to avoid unanticipated asset performance lost. Increasingly, the need for cost transparency, operational efficiency, operational predictability, client experience, and legislative compliance is driving the adoption of technology. This technology adoption supports the development of operational excellence in the delivery of smart FM services.

Answer 6 questions to validate and understand where you are and learn how to upgrade your position.

Question 1: Strategy

What software and tools do you currently use to deliver facility or field services?

Spreadsheets, word documents, email, and paper documents
Commercial ERP or other workflow products
Commercial facility or field services specific operations management solutions
IoT-based open application platform for operational management across multiple clients

Question 2: Delivery

What services delivery process is most urgent for your organisation to improve?

Our reactive services activities
Our pre-planned services activities
Our condition-based services activities
Our predictive services activities

Question 3: Innovation

How does your organisation identify and evaluate new technology use cases?

We have no real process for this right now
We adopt technologies based on our client's request
We adopt mature technologies that are proven to remain competitive
We actively search for innovative technology use cases to stay ahead of our competition

Question 4: Analytics-driven operations

How do you use analytics to drive operational performance?

We only monitor financial performance

Spreadsheet analytics are used to track financial and operational performance

Analytics are used to identify service delivery improvement opportunities
Detailed performance analytics are used to drive our continuous improvement program

Question 5: Reporting for compliance

How do you comply with performance reporting requirements?

We use manual paper reports for pre-planned periodic client updates.
We use spreadsheets to track standard perfomance KPIs.
We use digital tools to track performance objectives and report on outcomes.
We use Business Intelligence (BI) analytics for voluntary and mandatory reporting

Question 6: Customer engagement

How does your organisation manage customer engagement and satisfaction?

We have no real process for this now
Client communications are handled by phone or email on a case by case basis
We provide a web portal to submit service requests and to provide feedback
We provide a mobile app for accessing workplace services and providing feedback