SERVICES TO USERS AND OCCUPIERS- SOFT FM

• Service to users are a subjective matter, perceived differently from different people. It implies a precise engagement with the supplier of services, be cleaning, security, landscaping, etc, etc, to define the KPI to measure and how will they be measured. Defining the service levels agreements is critical, particularly when quality of service is subjective.

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• In soft services, consultation with employees and users is paramount to make them part of the game, and to determine in advance, what KPI and SLA are to be set up with the contractors. Furthermore Soft services are often the reference to the satisfaction and comfort of users in a building.

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• The FM department cannot impose any service, and need to act as a facilitator of services to buildings and users, always at the service of internal and external clients. The inherent vocation of service of a facilities manager is critical, but regarding Soft services is absolutely essential. A lack of natural vocation to service, will result in frustration and poor service, confrontation and conflicts.

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If you have noticed any of the above symptoms in your organisation, you may want to contact us.

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