As an industry
supporting other industries, companies in facility management industry receive
tons of issues from their clients every day. The clients’ facilities must not
be grounded for a second. Failure to attend to issues on cooling devices within
banking halls or shopping malls is a call for losing a penny.
When challenges
on facilities are thrown to FM companies, Operations and Technical Departments
bear the brunt mostly. These departments are strategic to effective and
efficient solutions delivery. As a field with the main aim of helping
businesses, concentrating on their core of purpose of existing, FM companies in
Nigeria need to reposition their O and T departments towards sustainable
solutions delivery.
Infoprations has learnt that businesses have suffered from low response to
their needs when critical facilities were down. When the response was immediate,
the solutions were not delivered satisfactorily. The poor solutions delivery
occurred because of the wrong processes, tools and allocation of human
resources with little or no skills about the issues expected to solve.
No matter the amount of resources committed to
standardization of solutions and customer’s expectation management, operations
and technical departments without personnel with data and insight-driven
mindset will always be clog in the wheel of sustainable solutions delivery and
value capturing.
The two departments need knowledge workers. Staff
who are ready to learn, relearn and unlearn. They must be employees who are always
hungry for analytical and decision-making knowledge. They must be employees who
are not freaking with job titles such as Facilities Services Operations Manager,
Operations Manager, Operations Executive, Technical Manager and Technical
Executive, but ready to thread several paths towards sustainable solutions
offering to the clients during critical situations.
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