Relationship-based FM (facilities management) is a knowledge domain that is critical to improving associated environmental and economic outcomes.
Culture must be the primary focus of leadership. Without full support in this regard any LEAN repair, renovation, or new construction initiative will fail.
While it clearly difficult to grasp the perceived value of something that can’t be “touched”, successful facilities management requires a laser focus upon mutually beneficial outcomes for all participants and stakeholders, and associated Culture, Systems, and Processes that support associated efforts.
Unrealistic expectations, incompetence, poor/improper relationships generally result from the lack of leadership and robust processes. Clear leadership and robust systems create a culture of is teams and teamwork…. the most powerful mechanism for supporting efficient of building ownership practices.
Real proper owners and FMers bear the responsibility for professionally managing processes and creating sustainable value via relationship management.
High perceived relationship quality facilitates interactions in support of best value. Traditional methods are antagonistic in this regard.
Robust LEAN implementations build long-term relationships wherein owners, service providers, and building users know and appreciate the value of each other… through processes that support open, construction, and ongoing interactions.
A fundamental challenge remains. Most senior leadership members view FM as being a mainly technical/engineering and cost-driven discipline that deals with the built environment. Alignment between the built environment and organizational mission therefore remains a continuous challenge.
Until greater understanding is attained relative to the specific needs and requirements along the intertwined relationship and physical life-cycles across the AEC sector, the dimensions and drivers of perceived value in FM will continue to suffer.
Four BT, LLC
References:
Alexander, K. (2012), “Co-creation of value in FM”, in Alexander, K. and Price, I. (Eds), Managing Organizational Ecologies: Space, Management and Organizations, Routledge, New York, NY
Coenen, C. (2002), “Prosocial service behaviors and their role in influencing perceived service quality”, in American Marketing Association (AMA) (Ed), Conference Proceedings of 11th Annual AMA Frontiers in Service Conference, Maastricht (NL)
Coenen, C., von Felten, D. and Schmid, M. (2011), “Managing effectiveness and efficiency through FM blueprinting”, Facilities, Vol. 29
Coenen, C., von Felten, D. and Waldburger, D. (2012), “Beyond financial performance: capturing relationship value in FM”, in Jensen, P., van der Voordt, T. and Coenen, C. (Eds), The Added Value of Facilities Management: Concepts, Findings and Perspectives, Polyteknisk Forlag, Lyngby
European Committee for Standardization (CEN) (2006), EN 15221-1: European Standard in Facility Management-Part 1: Terms and Definitions, CEN, Brussels
Roper, K. (2012), “Educational implications of FM social constructionist view”, in Alexander, K. and Price, I. (Eds), Managing Organizational Ecologies: Space, Management and Organizations, Routledge, New York, NY
Ware, J. and Carder, P. (2012), “Raising the bar: enhancing the strategic role of facilities management”, RICS Research Report, London, November 2012