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What are the major challenges and changes faced by the Facility Management (FM) workforce today? As the sector moves on from the difficulties faced during the Covid-19 pandemic, National General Manager FM Operations ISS Facility Services Sandra Connolly was invited to speak at a recent industry event. She outlines four key focus areas for the industry right now, from staff retention to adopting a more collaborative approach across operations.
How does the FM industry leverage modern technology to improve efficiency and boost client-service results?
The way we build delivery models, and our workforce, is changing. Technology allows us to use assets more efficiently, to reduce operating costs and to deliver fresh solutions in a building environment. Automation, for example, enables Facility Managers to work quicker and smarter to improve customer outcomes.
Every Facility Manager should embrace and pilot innovative technology, as well as taking the journey to data analytics. Using tools to gain visibility over your customers’ needs leads to better customer outcomes and increased retention. Clients love to explore what is possible in the market and how applicable it can be to their business.
What effective strategies support staff retention and attract top talent?
Organisations must adapt and look inward in a tight talent market as the role must be attractive. If you are not attracting talent, ask the question why? The best candidates need to be able to grow and progress, or you won't keep them. Look at your organisational culture and their Employee Value Proposition (EVP). What career opportunities and training and development can you offer them for long-term growth?
In FM, staff retention is key to our clients for stability in their operations, and building a sense of belonging is critical to everyone in the workforce. To help achieve these, flexibility is high on the list for all generations, so offer options and aim to match individuals with the right clients.
Also, make sure you are on the right channels as we all know word-of-mouth or referrals is great for attracting talent.
What drivers foster cross-channel collaboration in FM for optimised operations?
Collaboration drives operational and building efficiency through knowledge sharing and stakeholder engagement. To achieve comprehensive long-term goals and to support integrated initiatives takes teamwork and strategic alignment with all parties. Facility Managers must lead and manage all stakeholders through the process effectively for facility success.
Cross-channel facility management is a combination of various FM channels to create a more cohesive customer journey for end users. This client journey is always dependant on all client-related stakeholders sharing a common outcome for the building. Our clients now want their FM partner to provide managing agent solutions for them which often requires a good working relationship with an even broader range of parties.
What are proven ways to stand out in an increasingly competitive FM market?
For your organisation to differentiate itself in a competitive FM market, it’s important to offer value-added services and to deliver on what the organisation has committed to. Listening and providing solutions around the client needs always makes you competitive, so mitigate the client risk and understand their drivers for buying. What’s more, a client’s needs will change and evolve, so open and transparent communication is key in this professional relationship, for example by addressing challenges through discovery sessions with a client.
Also, make sure that there is a firm understanding of your organisational niche and how this will match customer requirements. Know your organisation’s brand and competitive edge and innovate to maintain and grow this position. Ask what can we do differently and what can we do well? Look at collaboration with key strategic partners such as experts, new technology or innovations solutions. And invest in your people to bring the best talent to the market as part of your offering.
ENDS
About ISS
ISS is a leading workplace experience and facilities management company. With a presence in more than 30 countries worldwide and with more than 15,000 employees across the Pacific, who we call 'Placemakers'. In partnership with customers, ISS drives the engagement and well-being of people, minimises the impact on the environment, and protects and maintains property. ISS brings all of this to life through a unique combination of data, insight and service excellence across Resources, Aviation, Healthcare, Education, Defence and Government sectors.
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