service management or/and facility management
Service management should be seen as a key component of the successful facility manager of the future. Every individual, no matter where they are in an organisation and no matter what they do, needs to be respected, appreciated and developed in order to be productive and efficient – not necessarily have a career path, although many will. But some frontliners are perfectly happy staying in their job for their entire work life as they have other priorities in life than pursuing a career – and that’s fair enough; but every person still need to know that their work means something, that their efforts doesn’t go unnoticed and that they are in fact appreciated. If we stick to this kind of thinking - service resources as commodities, trying to squeeze an additional 2 to 3 m2 out to make our service staff run faster – will create a pretty linear relation to how many hours are put into the contract, compared to the value it creates.
Strong leadership skills with the ability to create employee motivation, engagement, respect and development are key ingredients in any successful service model. Adding to this team spirit, individualised training and development plans, multi-skilling and job-rotation are some of the new aspects of Service Management. With these on hand facility manager will have a winning formula on how to differentiate FM and how to create long-term sustainable value.
Service Management is critical for the future success of Facility Management and we all need to improve our game in this area – for our customers, our employees and thereby for our own future. It up to us to get this right and, if we do, the potential is massive.