New Article Details Benefits, Challenges and Strategies in Facilities Management
Corporations, life science and healthcare facilities, residential properties, public venues and more are increasingly leaning into partnerships to manage their facilities. Unfortunately, not every relationship will prove to be a winning investment. In a new Facilities Net article, Jonathan Peck, UG2 senior vice president of operations, shares how he has helped the teams at UG2 hone and refine their customer service and relationships—an approach that consistently brings the highest customer satisfaction and retention rates.
“Success depends on the type of partner you choose, how you manage them, and whether your goals and culture are aligned,” Peck writes in How Smart Facility Management Outsourcing Can Propel Your Business Forward.
Peck begins by distinguishing strategic partnerships from transactional relationships. A true facility management professional develops a strategic, solution-based partnership with every customer. The right provider acts as an extension of your team, working to understand your needs, operational challenges and long-term goals. Instead of being one more aspect of your job to manage, a strategic partner shoulders the burden and brings peace of mind. That requires a proactive approach that leverages data and technology to focus on asset longevity, energy efficiency, and streamlined operations. A strategic and innovative partner with broad expertise across disciplines will take these benefits even further.
He urges customers to pursue partners with a culture of excellence. Successful partnerships are built on trust, but how do you know you can rely on a particular provider? Peck lays out several factors to keep in mind.
- Accountability. Look for a partner who sets clear goals based on key performance indicators—one that measures their performance and makes the data accessible to you.
- Transparency. Your expert provider of choice will keep you informed about their efforts, accomplishments, progress and plans. Inquire about their communication strategies and technology and alsoask about the involvement and availability of their leadership team.
- Proactivity. A leading FM team will take a future-forward approach. Rather than waiting for issues to arise, they’ll prioritize recommendations that enhance services and operations with a proactive, detailed plan.
Investigate their approach to training and retention. In facility management, as in many industries, the competition for talent is growing as veteran workers leave their positions and fewer young professionals enter the skilled trades. Facility management partners that succeed in attracting and retaining talent do so through robust employee development, real mentorship practices that allow for a two-way flow of information and expertise, and a strong history in labor relations to maintain an engaged, fulfilled and productive workforce.
Test their technology acumen. Emerging technologies and automation can elevate facility services, drive efficiencies and reduce costs. Leaders in FM should be adept at understanding and implementing these technologies. Artificial intelligence, for example, can have a role in everything from optimizing HVAC loads and performance to completing effective skills assessment across teams. Look for providers who are operating at the leading edge of technology, with the expertise, talent and foresight to recommend solutions—and even develop their own.
Choosing the right outsourcing partner to manage your facility takes some effort, but the potential return on your investment is enormous. Read more of Jonathan Peck’s expert insights at facilitiesnet, or contact UG2 to talk through your questions and concerns.