Can Proptech Improve the Workplace Experience?
Everyone in the commercial real estate space appears to be talking about new technology and its application in the commercial workplace environment. So, what is Proptech? The technology used in the property space is colloquially referred to as ‘Proptec...
10 Workplace Questions All CEO’s Should Have on Their Board Agenda
What is your CEO doing about the mounting body of evidence that shows the connection between the Workplace and your companies competitive advantage in their marketplace? What questions should he/she be asking of his/her board to ensure that your enterp...
5 Key Reasons to Engage in an Experience Level Agreement
Facilities Management (FM) has long used Service Level Agreements (SLA’s) for measurement of our service performance. A new phenomenon is the rise of the eXperience Level Agreement or XLA. Whilst SLA’s provide an easily measurable technical...
3 Ways Facilities Management Companies can Improve Value Add
Facilities Management is in the midst of a significant transformation. ‘A blinding flash of the obvious’ I hear you say. We are an industry that is beset by commoditisation, with procurement junkies prescribing every last input based direct...
Encore Episode – WorkCafés – How to Improve Engagement, Productivity and Utilisation at Work
How can we combine food and our most underutilised spaces at work to improve productivity? This is the second of my Encore Episodes where I publish an extract from my archive of previously published posts. In this festive season, I am following the Foo...
Encore Episode-The 7 ‘Peas’ of your Food Strategy at Work
What is your Food strategy at work? As reflected in the December 2016 edition of FMWorld food in the workplace is changing dramatically. As we head into the Festive Season I am republishing a post from my archive on the subject as I take a well-earned ...
How to Improve Customer Participation in Service Delivery
Customer participation in the delivery of Facilities Management (FM) services, ultimately determines the service they receive as well as the quality that is achieved. In last week’s post entitled Will Customers Help Themselves? I set out 2 framew...
Will Customers Help Themselves?
The emergence of Customer experience in Facilities Management (FM) is the single most important aspect in achieving sustainable success for FM service providers. Customer experience management is of particular importance in the FM industry due to the i...
10 Steps to a Superior Reception Experience
Hi-Touch and Hi-Visibility corporate facilities are becoming much more focused on delivering a hospitality experience. The Facilities Manger needs to be aware of the pivotal role played by the reception area in the visitor and service experience. Addre...
8 Win-Win’s of Customer Complaints
Customer complaints and how we accept and process them are a big area of concern for most Facilities Management service providers. When is a complaint a complaint or when is it just an incident to be logged? I want to help clarify a number of issues ar...