10 QUESTIONS WITH...
In each issue we ask an FM professional the Tomorrow’s FM 10 Questions. This month we spoke to Steve McGregor, Group MD at DMA Group.
10 QUESTIONS WITH… Q7
technology to drive better customer service and greater efficiency.
Q4
SINCE YOU STARTED IN FM WHAT HAS
BEEN THE BIGGEST CHANGE THE INDUSTRY HAS SEEN/YOU
Q1
WHAT WAS YOUR FIRST JOB?
Coming from a military family, after a completing an OND in Engineering Technology, with my Dad’s advice ringing in my ears ‘to get a trade’, in 1980 I joined the Ministry of Defence (Naval) as an electrical technician apprentice based at HM Naval Base Chatham.
Q2 Q3
HOW DID YOU GET INTO THE FACILITIES
MANAGEMENT INDUSTRY? Right at the start of my career really, as it covered the design, maintenance and upkeep of the built environment, and to be honest, a naval submarine or warship is much like a floating town including every aspect of supporting lots of people 24/7, but with a few very critical and obvious additions.
HOW DO YOU CHALLENGE THE
STATUS QUO? In 2002, I developed what we called ‘Integrated Facilities Management’ in the UK, predicated on a then unique model of self-performing all the hard and soft services. We now deliver real business advantage to customers by uncovering and delivering what’s important to their businesses and using
54 | TOMORROW’S FM
HAVE OBSERVED? Over the last 10-15 years, FM was identified by acquisitive main contractor/construction companies rushing to transform themselves into ‘service’ providers. These firms became massively indebted amidst an acquisition frenzy which made them unsustainable. That model is now irreparably broken, signposted with notable, high profile failures and likely more to come, so an invaluable window of opportunity has arisen again for disruptive smaller companies focussed upon real customer service.
Q5
WHO, IN ANY OTHER INDUSTRY, DO YOU
MOST ADMIRE? The late Richard Cousins, CEO of Compass Group, who transformed the reputation and fortunes of the world’s largest caterer and hospitality company.
Q6
WHAT IS YOUR FAVOURITE FILM?
The Green Mile. Q8 STARTING OUT IN
THE INDUSTRY? 1. Seize every opportunity to increase your own learning and development.
2. Accept the only constant is change. 3. Embrace technology in all its forms.
4. Never forget that everything you do is to improve the customer experience.
5. Have fun. Q9
WHAT DO YOU THINK IS THE FUTURE OF THE
FM INDUSTRY? We service customer needs, so our focus must remain acutely attuned to their people and their businesses. Deepening our customer insights is vital.
In broad terms our future is contained only by our imagination, so we need to think more laterally, with more agility and with greater flexibility. Technology is a vital enabler in meeting that challenge.
Q10
LOUISE WILSON, BUSINESS MANAGER
AT MONEYPENNY ASKS: WHAT DO YOU BELIEVE ARE THE KEY FACTORS FOR IMPROVING EMPLOYEE ENGAGEMENT
WITHIN THE FM SECTOR: 1. Ask them 2. Listen to them 3. Act 4. Reward and recognise them
www.dma-group.co.uk twitter.com/TomorrowsFM
IF YOU COULD HOST A DINNER PARTY WITH
THREE GUESTS, DEAD OR ALIVE, WHO WOULD THEY BE
AND WHY? Barack Obama, Sir Steve Redgrave and Arsene Wenger.
ANY ADVICE TO SOMEONE JUST
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