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TOTAL FM “Practically speaking, even


though a focus on technology is important and requires


investment, this should not be at the expense of investing in


the right people and training to deliver it.”


and provider culture still takes effort, investment and focus from a joined-up management team. Each service line needs to understand how their roles link together and how they can assist each other to be more efficient. Common goals need to be set, cross training undertaken and team building exercises, training, workshops and improvement forums need to be invested in.


This seems a straightforward enough premise, however all too often we get it wrong. We focus on joined up reporting, reducing and combining tasks, and appear to push more for less - when we should be explaining change, promoting development and listening to our people. To have a successful ‘One Team’ approach, each individual needs to understand the benefits and the reasons why. And ultimately, a motivated, well trained and cared for team with common goals and a culture of being there for each other, is the difference between delivering a basic service and an outstanding one.


The seamless delivery of multiple services requires good management, effective communication, good leadership and an understanding of your clients business, culture and values. In order to deliver this we need to bring the right people into the business, recruit effectively and select the right individuals who will support, enhance and improve the


www.tomorrowsfm.com


culture we have established. Again this all seems pretty simple, but experienced facilities people are increasingly hard to find, so it is vital to attract the right people. How can we do this? We need to be stringent with our recruitment, matching our team with our clients to ensure they are not only the best on paper, but are also the right cultural fit from the offset.


Once the correct team is in place, it must be fiercely protected with consistent reinforcement and development to combat the increasing pressure to deliver more for less, faster and more efficiently all the time. Clients want a team that is invested in their business and who can enhance their customer experience and journey, enabling their business to perform at its best.


We must focus on excellent basics, arming our staff with the right processes and tools and ensuring they have access to the right information, resources and relevant training.


A successful TFM solution should deliver a consistent service at every touch point, by a cohesive team that believes in and understands the company culture they are working within, and who ultimately, are able to bring their clients values to life.


www.anabas.co.uk/ TOMORROW’S FM | 59


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