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How to ensure success in FM

Empowered teams are what drive a good FM operation

A. M. Simreen is the managing director of Royal Catering.
A. M. Simreen is the managing director of Royal Catering.

As the facilities management industry evolves, its players will continue to innovate and reposition themselves to gain competitive advantage.

However, the key focus stays on increasing customer satisfaction, which remains a true differentiator in our sector.

Cognizant that our industry is vastly people-oriented and service-intense, it’s surprising that some companies still don’t fully appreciate that true success lies in the performance of your people. In the FM sector in particular, we still see a lack of empowerment that inhibits teams from excelling in customer service.

Empowerment is critical in ensuring optimal teamwork, which in turn enhances productivity, resulting in greater individual and organizational performance. To achieve this, we as managers and leaders need to truly believe in our teams; knowing they are the best men and women for the job and trusting and supporting them to do the best job they can.

Whenever we have a large VIP event to cater in our business, our project managers need to put 100% trust in the chefs and kitchen staff; any doubts will only jeopardize the event. The same counts for our facilities management services; we know we have the best team that fully understands our clients’ requirements and the standards we attain as a company.

Micromanagement is simply not an option; everyone has to work together to bring his or her individual expertise and skills to the task at hand to make it a success. Trust and empowerment are critical in achieving high employee satisfaction, which will boost their individual, and hence, your organizational performance, resulting in higher levels of customer satisfaction.

It may sound easier said than done but it starts with essentials such as strong internal and external communication. As each and every service provided in FM is tailor-made for the client, efficient communication is critical to success. Using the same language internally and externally allows everyone to be on the same page, which is imperative in such a busy, fast paced business. Every project requires a lot of planning in order to make sure that we deliver effectively on what is promised to the client.

We need to remember the intrinsic nature of the facility management industry. Through the integrated services we provide to our clients, we handle everything for them, from the logistics , cleaning and maintenance to the hospitality of the facilities we manage. For them the beauty of hiring an FM company is that we know exactly what to do from A-Z in order to keep their business running smoothly.

Managing a facility can be compared to a homemaker who is in charge of the household and knows every part of it and how to run it in the best possible way for the family. This is exactly what we do; professionally and superbly managing our clients’ assets by a team that is trusted, empowered and passionate about what they do, running our clients’ household in the best way possible to ensure our customers can excel in their primary businesses.

About the author
A. M. Simreen is the managing director of Royal Catering.

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Construction Week - Issue 746
Jul 20, 2019