Like other countries, Facility
Management is an industry that has professionals in the built industry as its
core people for values delivery to corporate and individuals in Nigeria. It is
a multidisciplinary industry in the sense that estate surveyors and valuers,
architects, engineers, quantity surveyors among others have to work together
before sustainable values could be created, delivered and captured.
Despite being at infancy
stage, FM and built environment professionals must coordinate their process,
people, product and technology towards improved solutions delivery now and in
the future. Strategic alignment of the 3Ps and T is a must. In this regard, professionals
need to appropriate new and smart technologies, standardize their process,
train, and retrain their people and create solutions that solve emerging problems
on critical facilities. This is imperative because Nigeria’s interest on
maintenance of facilities is increasing every year, at least for the last five
years.
From the company side, customers
can only have positive experience when their interface with a Facility
Management company is seamless within process, people, product and technology
components. As long as company aims at capturing values in terms of money,
customer will continue to demand for added values not just values. That is why
companies need to deliver benefits not features or attributes. Then, the
process that will guarantee negotiation and execution must be suitable and
delivered the expected results. In this case, FM companies must pay specific
attention to people component that needs to interact with the clients. While
doing this, professionalism and superior engagement remain the core components
that must be stressed at every stage of bargaining and executing clients’
works.
From the client side, users
of FM solutions want companies that will reduce their cost of maintaining or
repairing facilities. Apart from this, flexibility, integrated services,
industry specific specialism, real time performance metrics and response are
the evolving client demands.
Smart and connected devices
that collate real time data and analyse for effective decision making should be
at the heart of creating customer positive experience from the client and company
sides. Both the client and company need to work towards sustainable value
co-creation and sharing following the 3Ps and T.
Within the sustainable value
co-creation framework, Infoprations
has learnt that appropriate value can only be created when the company
considered client’s process, people and the specific product wanted along with
its (company) process, people and product. For instance, a client might need a
product based on the fact that a relative or a particular company recommended
it. But, company might discover that the product is not apt in solving the
present issue on the facility expected to be maintained or repaired. In such
situation, both the client and company must find a balance before value can be
created together. In other words, facility management companies need to
emphasise collective strategy at the inspection and execution stages of
solutions offering to clients.
Having created value
collectively, Infoprations’ template
also proposes that customer positive experience can evolve in FM industry when
companies initiate sustainable value sharing. Like SVC, SVS should also be
formed and used by considering clients’ inputs. Both value creation and sharing
should not be the main responsibility of companies. Clients’ voice must be
heard. Without this, customer positive experience will remain elusive in
Nigeria and other countries where Facility Management still budding.
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