FM Leaders Forum
The FM Leaders Forum is a new initiative from BIFM to gather together leading minds and practitioners on different subjects and topics to debate and inform the membership, the FM sector and the BIFM.
Those involved in the forums will depend on the subject area being addressed, leaders from the sector will be invited to take part in the roundtable discussion.
The discussions and findings from the forum will be written up into a discussion paper for members’ use and information.
Customer Service in fm: are we getting it right?A summary of findings from FM leaders' forum. 'Customer Service in FM: Are we getting it right?'
- All employees within an organisation should understand the part that they play in the customer experience journey.
- All parties in the FM supply chain need to ensure that frontline staff are motivated and engaged with how customer service is delivered for specific clients.
- The retail sector stands as a benchmark for best practice in customer service and should be regularly monitored by those in FM.
- Choice of first-tier management is critical – identifying team leaders is an important and often underappreciated recruitment task.
- Full implementation of the ‘one-team approach’ will ultimately boost customer satisfaction levels.
- The industry must create stronger supervisory and management performance.
- Social media has transformed the landscape, making customer service a live appraisal proposition.
- Ensuring all customer service interactions are part of strong balanced scorecard measurement is crucial.
- Relying on the KPIs specified at the beginning of a contractual relationship is dangerous; customer satisfaction is not something that easily fits into a KPI.
- A new and regular debating forum, involving clients and service contractors in the discussion on evolving best practice, would be very helpful.
Panellists at FM leaders Forum May 2015, suggested several actions to emphasise the positive value of both adopting the Living Wage and more sensitive use of zero-hours contracts.
You can read views of the panellists in the full discussion paper.
Future of Public Procurement
There are significant issues in government contract management, and to resolve
these issues, the government will have to evolve and adapt. Recommended changes include investing more in recruiting the right people to manage the contracts; training existing staff; taking best practice from the private sector; adopting a more collaborative rather than adversarial approach; and being more transparent about what they actually want from the service provision.
The latest FM Leaders’ Forum looks at these issues and challenges, what they mean for the industry and what the future of FM procurement in the public sector might look like.
Double = Jeopardy: FMs role in a looming energy crisis
In the latest forum, a panel of energy thought leaders agreed that FM professionals will play a crucial role in the evolving energy debate but warned that knowledge and skill levels will need to increase if this is to happen.
Areas covered in the paper include the threat of increasing energy bills, legislation and its role, the importance of behaviour change and the performance gap between design and operation. Whilst the group saw a central part for FM in all areas it was felt that there is some way to go before it is in a place to influence organisations at the very top level on energy management and resource security.
Exploring zero waste to landfill
The latest BIFM FM Leaders Forum, supported by CIWM and sponsored by GSH, brings together leading thinkers from the world of FM and waste management to discuss how we can move closer to a circular economy and the role that both key industries play in that. Whilst progress has been made, both industries could do more to drive waste management further up the agenda and ensure that everyone is engaged with taking it forward.
Increased focus on measurement, changing behaviour, the impact of technology on the workforce and designing waste out of society were just some of the key themes that came from the discussion.
Serving up FM: The catering challengeThe catering function and how best to procure is the focal point of this discussion, exploring new trends in FM and how best to respond to them. Significant focus remains on outsourcing as it is second nature for many organisations. A key focus of the forum was the need to develop the relationship between the client and supplier - it is essential that both client and supplier work as effectively as they can together in order to deliver widespread benefits for the organisation, the local community and wider society.
Building Successful Outsourcing Relationships
Key industry professionals from both sides of outsourcing (clients and suppliers) from leading FM organisations came together at the latest FM Leaders Forum. The forum allowed organisations to unpick the procurement and outsourcing process, to debate issues and behaviours, understand where common themes lie and what the next steps are for the FM profession.
The ‘Building Successful Outsourcing Relationships’ paper with key points and outcomes of this FM Leaders Forum has been published and is available to the FM community for download:
Defining the future value of fm
Educating business, demonstrating economic benefit, linking facilities management to productivity and responding to future trends and consumer behaviour were just some of the areas debated by a panel of industry leaders at the latest BIFM FM Leaders Forum.
The ‘Defining the future value of FM’ paper with key points and outcomes of this FM Leaders Forum has been published and is available to the FM community for download:
Starting at stage zero: Engaging facilities managers in the construction process
A panel of facilities management (FM) industry commentators came together in a recent FM Leaders Forum sponsored by VINCI Facilities to discuss the early engagement of FM in the construction process.
The key points and outcomes of this FM Leaders Forum have been published in a discussion paper which is available to the FM community entitled ‘Starting at stage zero: Engaging facilities managers in the construction process’ which is available for download:
Benchmarking: Effective performance management for FM
The panel of FM industry commentators came together in the forum to discuss and understand how benchmarking can improve and support the performance of the FM function. The role of benchmarking in facilities management (FM) as a measurement tool and strategy driver was the latest hot topic debated during this forum sponsored by VINCI Facilities.
The forum’s participants discussed a range of topics within benchmarking, including:
- The role of benchmarking within FM
- FM benchmarking in practice
- Issues and barriers to benchmarking
- Dominant trends and challenges
- The impact of emerging technologies and BIM on benchmarking
- Successful solutions
- What more should BIFM be doing to promote and develop benchmarking?
For BIFM members:
The future of FM: Emerging trends
The forum brought together a panel of FM industry commentators to identify key themes, trends and discuss the prospective outlook for the FM industry over the coming year and beyond.
The ten experts were encouraged to submit topics for discussion in advance, to ensure that trends from all areas of the FM industry would be considered, these included:
- FM as a strategic player
- FMs perception within other business disciplines
- The effect of the current economic downturn on FM
- The impact of technology on FM
- Anticipated trends emerging in legislation
- How FM can attract top talent
Procurement: who holds the power?
Buying power and where it lies within the FM sector was the starting point for the forum, and consensus confirmed procurement of FM is not straight forward. The importance of cultural fit between suppliers and clients cannot be underestimated in the perception and success of procured services.
The forum concluded that procurement is about the correct balance of power, which works best where there is open transparency and trust between buyers and suppliers. Procurement does not just stop at the purchase – on-going relationship management is also important. It was thought that these relationships work best when there is joint responsibility drawing on individuals’ area of expertise.
BIM and FM: Bridging the Gap for Success
Building Information Modelling (BIM) promises to aid design and construction but will it change how buildings are managed and maintained in their operational phase? BIM holds the potential to revolutionise the way buildings are managed and operated throughout their life; providing unparalleled levels of information in a centralised location for the facilities manager. However is FM fully integrated into the process? What are the potential benefits for FM? And how should FM be utilising BIM?
This forum sought to engage with leaders in the industry to debate:
- The potential benefits BIM holds for facilities management and highlight examples of FM and BIM in practice
- How FM should be involved and integrated into BIM to give the best results
- What the barriers are to success? how should individual FMs and the industry go about forging a successful partnership
The findings and discussion has been written up into a discussion paper for the membership to inform and stimulate further debate and engagement.
If you would like to enquire about sponsoring the FM Leaders Forum please contact Sofia Erleigh on +44 (0) 1279 712675 or email firstname.lastname@example.org
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