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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 […]
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 […]
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 […]
Ep. 81: Employee Engagement and Creating Great Experiences
Javier J. Maldonado, MBA, CFM, RPA® is Campus Operations & Construction Director for VF Outdoor, the home of JanSport and The North […]
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 […]
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 […]
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 […]
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 […]
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, […]
2013 International Comparison of User Satisfaction in Buildings
A systematic review of user satisfaction in the context of facility management and real estate management. The main research issues emphasize research […]