What does ‘good’ look like to you? In the context of a contract between an FM organisation and its client, the answer can depend on where you’re sitting (or standing, or working).
From an overall contract level, ‘good’ means delivering a specific set of services, to a set standard, within an agreed timeframe and budget. Failure to deliver on time or to the right standard risks damaging the relationship and non-renewal. Failure to meet budget results in margin erosion.
Taking the position of an FM employee; ‘good’ is knowing that you’ve completed the task on time, and to the agreed standard. However, if your instructions are delivered verbally, via email, or on a printed handout, the risk of misunderstanding and failure to meet expectations is high.
With a vast number of moving parts – human capital and task-related – it only takes one person to forget to empty a bin or a team to arrive at site ten minutes late to undermine your broader contractual ambitions. That’s why at Innovise we’ve developed Servicetrac to make sure that your definition of ‘good’ is understood and adhered to in each of the following scenarios:
- Providing consistent direction at scale:
If you’re hiring and managing hundreds of people, each one of them needs to know precisely what’s required of them, and when. It’s not enough to pin up a list of tasks and hope that the team will memorise them.
- Getting new workers up to speed:
You want your human effort directed in the right places – not double-checking work. The sooner you can get a new hire delivering value to your organisation, the better.
To make the most of your workforce, you need to be able to deploy them across multiple parts of a contract. Not only does this create efficiencies, it also provides variety and opportunity which drives employee satisfaction – something that will reduce attrition rates and increase pride in the job.
- Real-time KPI tracking
When you’re running a large, complex operation, there will be thousands of individual actions that roll up to overall contract success. You need to know immediately when an agreed service line has not been met – giving you the opportunity to fix it before the client even sees it.
A clear audit trail serves you in three ways:
- It allows you to proactively showcase success
- It provides a tool with which to address and manage questions about contract performance
- It moves service failure conversations from opinion to fact-basedFM organisations throughout the UK rely on Servicetrac to increase contract renewal rates through delivering consistency of service where ‘good’ is understood at all levels of the business. To find out how Servicetrac could help you, get in touch.
Innovise Software Ltd is a leading facilities management software supplier to companies across the globe including Canada, the US and UK.
By leveraging Servicetrac and its sister product Timegate, we can help FMs to achieve more with the staff they have and to deliver to a higher standard by working with new technologies.
To find out more about how Innovise can help your organisation contact us UK & Ireland on +44 (0) 370-626-0400 US & Canada on +1 (0) 289-205-1000