FACILITIES MANAGEMENT
Overview
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A leading Facilities Management company with over 100,000 employees globally provides hard and soft FM services to a range of clients including Corporate and Retail Banking, I.T. Companies, and Government Health Care. The services include the full suite of FM: Mechanical and Electrical, Cleaning, Security, Food & Hospitality, Landscaping and Front of House. An analysis of multiple FM accounts was commissioned to identify improvement opportunities. Each account had its own unique challenges, for example:
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Cleaning 5,000 retail banks every day in a restricted time period and being geographically spread across the UK.
Smaller client sites with low service demand but still requiring the full suite of services can be difficult to operate efficiently.
High-rise corporate banking buildings need rapid response to issues which can be costly to operate.
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Approach
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Client engagement and stakeholder management to senior levels followed by appropriate communication to all affected staff.
Financial accounts were analysed to determine cost and revenue streams; there are many ways to contract FM services.
A lean approach identified value and non-value added activities which included process mapping, shadowing exercises, management interviews, customer and staff satisfaction surveys, analysis of maintenance work-orders, review of management systems, review of organisational structures, review of purchasing strategies, solution generation workshops.
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Outcome
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Cost savings identified and agreed with the client for multiple accounts totalled £2.5M annually.
Operational and business process re-engineering along with organisational re-structure provided cost savings and increased customer service.
Staff satisfaction improved due to identifying and resolving key staff issues.
Security and statutory compliance improved due to introducing robust processes and audits.