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Linking Customer Experience with Service Employee Engagement
In this white paper, ISS performed a series of regression analyses for their data, and subsequent research has revealed important new knowledge […]
Successful Transition in Outsourcing
This white paper shows how job transition impacts productivity, job satisfaction and customer satisfaction, and how a robust transition management plan can […]
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 […]
Big Data in the Workplace: Can It Enhance Employee Productivity and Quality of Life?
How can FM leverage data already being captured to raise the bar on employee productivity, engagement and quality of life? What additional […]
Employee Engagement: The Crucial Role of the Supervisor
Engaged employees are more productive, more customer-focused and more loyal — and companies with high levels of employee engagement are more profitable, […]
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 […]
Reaching Every Employee in an Organization: Engagement Through Recognition
This piece discusses how leveraging recognition in partnership with other important company quality of life programs has proven to be the best […]
Population Health Management: A New Business Model for a Healthier Workforce
As Population Health Management (PHM) continues to mature as a model for keeping populations healthy, the programmatic elements of employer PHM efforts […]
Effective Training of Front-Line Service Employees
Service quality is the primary driver behind customer satisfaction. Because training is the single most important driver behind higher service quality, it […]
Smart Energy Management: A Win for the Environment, People and Business
The trend of energy consumers playing a key role in energy consumption and potential reduction carries over to the workplace. The value […]