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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 […]
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 […]
Creating a Security Request for Proposal
What is a request for proposal (RFP)? How can it enhance the competitive bid process? And how does a security services company […]
Service Innovation in the FM Industry
Innovation is one of the top challenges for the facility management industry. Despite having improved over the past 10 years, FM companies […]
Multiskilling and Job Satisfaction in Outsourcing
Companies who provide facilities management through an integrated solution have to commit to multiskilling of their staff in order to be effective. […]
HR Issues to be Considered When Outsourcing Services
Although HR issues are crucial determinants of the success of service outsourcing processes, they are too often paid inadequate attention. The area […]
Trends and Developments Within Facility Management
This white paper deals with further trends and developments within facility management based on the fieldwork of the Vienna University of Technology, […]
Diversity in Outsourcing
The global workforce is currently undergoing significant and rapid demographic changes. This is especially true in western countries but is becoming increasingly […]
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 […]
Securing Your Facility During Special Events
This white paper presents measures that can be used by individuals and organizations responsible for the security and management of commercial enterprise […]