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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 […]
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 […]
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).
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 […]
Condition Based Maintenance (CBM): UK Pilot Study
A 15-month monitoring study was undertaken manually to determine the feasibility and impact of condition based maintenance (CBM) on 83 rotary assets […]
Listening to the Voice of the Customer
Outline of a presentation examining the measurement tool a Fortune 500 company’s FM department used to measure global customer feedback and point […]