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Developing an Effective Customer Satisfaction Survey
The Facility Management industry is continuing to strengthen its position as “customer-focused” business services providers. Surveys are a good way to capture …
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Ep. 51: Service Design, Collaboration and Strategic FM | Peter Ankerstjerne - CMO at ISS A/S (Part 2)
In Part 2 of their conversation, Peter Ankerstjerne of ISS A/S shares with Mike Petrusky the importance of workplace experiences and service …
Service Management 3.0: The Next Generation of Service
If all companies effectively compete on service, the key differentiator then lies in the service management model and the ability to execute …
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Steps to Successfully Launch IWMS Solutions
Understand the importance of aligning services with your facilities’ mission to optimize value and effectively implement an Integrated Workplace Management System (IWMS).
Service Management 2.0: The Next Generation of Service
Leadership and culture play a greater role in effective service organizations today than ever before. Value-based leadership is an effective way to …
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Defining Service Excellence in FM
This white paper concludes two main themes emerging in driving service excellence in FM. Firstly, that excellence is underpinned by consistency, and …
Trends in FM Service Delivery Models
Around the world, facility management is delivered in different ways. Some countries use an in-house model, while others look at single-service outsourcing …
FM Shared Service: The Balance Between In-House and Outsourcing
A review of literature concerning the practice and use of outsourcing in higher education, and research focusing on how symbiotic and collaborative …
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The Value of Strategic HR Processes in Service Management
Service Management is about continuously creating value in the eyes of the customers. This perception of value and quality of service is …
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Budgetary Control for External FM Service Providers
This research paper explores the critical success factors for a contract with budgetary control service providers in FM, focusing on the reasons …
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