TALES OF THE UNEXPECTED Defining service excellence in facility management, by Professor Ilfryn Price and Patricia McCarroll Commissioned by EXECUTIVE SUMMARY The following report sets out findings by the Centre for FM Development (CFMD) at Sheffield Business School having been commissioned by ISS UK to explore client perceptions around service excellence in FM. A number of senior managers either responsible for FM in their organisations or for services that include it were interviewed and a knowledge review undertaken as per the brief. While existing material around the concept proved to be limited, a 2004 study found that perceptions of service excellence consistently equated to the small things and the unexpected extras, particularly in relation to the effective resolution of a problem or challenge. This was broadly endorsed by CFMD’s own research. Despite the respondents examples spanning many different sectors and scenarios, a commonality was an appreciation of swift and responsive action to an issue that showed good understanding of the customer’s needs. Conversely, a poor and ineffectual response was a key determinant when perceiving service as bad. For others, service excellence remained synonymous with a seamless high end luxury experience, particularly in the hotel sector. Opinion was divided over whether or not service excellence could and indeed should be transferred to the FM environment, essentially between those who either did or didn’t view it as being reliant on budget. deliver it ran the risk of appearing to over spend. The question of just what drives service excellence also raised a wide variety of different perspectives, but with two consistent themes emerging. Firstly, that excellence is underpinned by consistency, Five shades of customer perceptions about excellence could be seen in that spectrum. We have titled: • Deliberateeconomy • Economyplus • Twotierservices • Qualifiedexcellence • Excellenceforall At ISS we believe that this capacity to surprise, to exceed expectations in the day to day delivery of services, is rooted in the individual empowerment of the people who work for us. We call it the Power of The Human Touch. For some, the pressures of the FM operating environment made service excellence an unrealistic expectation and being seen to and an absolute confidence in delivering to an agreed set of standards. However, this consistency is not enough in itself to guarantee service excellence. For this there needs to be that element of positive surprise, the unexpected experience above and beyond what is normal, that moment which exceeds anticipations. The Centre for FM Development
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