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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 […]
Budgetary Control for External FM Service Providers
This research paper explores the critical success factors for a contract with budgetary control service providers in FM, focusing on the reasons […]
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 […]
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 […]
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 […]
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 […]