On Wednesday, we hosted a round-table with Facilities Management Journal (FMJ) to discuss the topic of service excellence and examine the methods for achieving it.
The session, chaired by Simon Iatrou, FMJ Editor, brought together industry leaders to share opinions and discuss the issues and challenges faced by managers in the FM space today. The session was attended by representatives from BIFM, MITIE, the BBC and Channel 4.
Hosted at the revered restaurant Roux at The Landau, representatives gathered and discussions focused on three key areas:
1. How do we strive for service excellence?
One thing is clear, an organisation considering service excellence should think first about providing a relevant and value-added service for the customer rather than how much or how little they should be investing in it. A challenge for FMs (and indeed any organisation) in today’s climate is to provide appropriate service levels and services without focusing foremost on the cost.