As a facility manager, you need to ensure that your vendors deliver high-quality services that meet your expectations and standards. But how do you track and evaluate their performance over time? In this article, we will explore some of the best ways to monitor, measure, and improve your FM vendor performance using various tools and methods.
The first step to track FM vendor performance is to define what you want to achieve and how you will measure it. You should establish clear and realistic goals and expectations with your vendors, such as service level agreements (SLAs), key performance indicators (KPIs), and quality standards. These should be aligned with your organizational objectives, budget, and customer satisfaction. You should also communicate these goals and expectations regularly and clearly with your vendors, and provide feedback and recognition when they meet or exceed them.
Setting the expectations up front is definitely important. But engagement and building a partnership with the vendor/ contractor will build trust and bring you much needed transparency for discussions that are about poor performance and also discussions or follow up on good performance. When you are engaged with the vendor- it allows an open relationship to coach them and ultimately get the desired results your facility needs. If they are not capable of the expectations, then you make the changes needed. If you have been honest and communicating along the way- the termination/ replacement is much easier for all parties involved- in addition, it is usually met with respect. Engagement and regular feedback is paramount to vendor performance !
No.1 Make Performance-based contracts and set payment upon achievement of performance deliverables. 2) Clearly define deliverables- measurable and achievable. 3) Closely monitor and document the performance.
Stringent vendor/contractor/supplier selection process to develop involving all relevant departments. Well defined and communicated KPIs, SLAs, and standards aligned to Safety & Quality of the organization and the terms induces in the contractual agreement document. Regular periodic KPIs & SLAs measured and reported.
Tracking Facilities Management vendor performance over time is crucial for ensuring that your facilities are well-maintained and that you are getting value for your investment. Regular Audits and Inspections should be done which will evaluate the quality of work, we can establish a robust feedback system where end-users and facility managers can provide input on the vendor's performance. Also, regularly review the terms and conditions outlined in the contract to ensure that the vendor is fulfilling all contractual obligations.
Consider moving from one-sided measurement (where only the client?assesses vendor performance) to bi-lateral or 360 measurement.?This approach ensures that all stakeholders in the relationship measure and monitor the holistic performance. This fosters improved communication, understanding and accountability. Finally remember, effective vendor performance tracking not only reduces costs but also drives continuous improvement and minimises business risks. In relationships knowledge is not power but it is powerful. It will repay you if used wisely.
The second step to track FM vendor performance is to collect and analyze data and metrics that reflect their performance. You should use tools and methods that can capture and report relevant and reliable data, such as surveys, audits, inspections, invoices, contracts, and dashboards. You should also use metrics that can quantify and compare the performance of your vendors, such as cost, quality, timeliness, compliance, and innovation. You should review these data and metrics periodically and systematically, and identify trends, gaps, and opportunities for improvement.
To track FM vendors’ performance effectively, consider integrating predictive analytics to anticipate trends, adopting dynamic contracts for flexibility, implementing gamification for vendor engagement, creating collaboration platforms for knowledge sharing, evaluating vendors based on ethical and sustainability metrics, using blockchain for transparency, utilizing AR for quality assurance, establishing dynamic feedback loops, conducting holistic assessments, and embracing open innovation platforms for collaborative problem-solving. These approaches drive continuous improvement and innovation in facility management operations while ensuring accountability and delivering value to organizations.
Die laufende Erhebung von Servicedaten ist mittlerweile unumg?nglich. Hierzu z?hlen auch die oft vernachl?ssigten Anlagenlebensl?ufe wo m?gliche St?rungstreiber anhand von KPI Prozessen erhoben werden k?nnen. Nutzerumfragen und Reaktionszeiten auf Servicetickets sind ebenso in der Analyse der Performance wichtige Zahlen.
N?o há como gerenciar aquilo que n?o se pode medir, logo é fundamental ter métricas de avalia??o do contrato para acompanhar o desempenho do fornecedor. Analisar os SLAs e KPIs lhe dará subsídio pada avaliar o desempenho na prática.
Vendor performance can be collected through data&metrics that will reflect on their performance. Audits to be conducted on regular intervals, inspections on every shift. comparing the performance with cost, compliance and quality of work undertaken systematically. it also helps to identify gaps.
To track FM vendor performance over time, consider implementing key performance indicators (KPIs) such as response time, adherence to service level agreements, customer satisfaction surveys, and cost-effectiveness. Regularly review performance data, conduct audits, and maintain open communication to address any issues promptly. Utilizing a comprehensive vendor management system can also streamline tracking and evaluation processes.
The third step to track FM vendor performance is to implement feedback and improvement loops that can enhance your vendor relationships and outcomes. You should solicit and provide feedback to your vendors on a regular basis, and use it to recognize their strengths, address their weaknesses, and resolve any issues or conflicts. You should also collaborate with your vendors to develop and implement improvement plans that can address the root causes of any performance problems, and monitor their progress and results. You should also review and update your goals and expectations as needed, and celebrate your achievements and successes.
I would like yo add a small but important point- timely payments to vendor to keep the team rightly motivated and client in a position of asking for better service delivery.
Die Frage ist einfach zu beantworten: Alles, was unsere Aufmerksamkeit ausl?st, rutscht in der Priorisierung automatisch nach oben. Wenn wir also zwischen Kunde und Auftrageber regelm??ige, wertsch?tzende Leistungsupdates machen, halten wir das Leistungsniveau hoch. Um die Motivation solcher Veranstaltungen zu erh?hen hier zwei Tipps: 1. Beginnen Sie mit den kritischen Themen und suchen Sie sofort gemeinsam nach L?sungen - nicht nach Schuldigen. So entsteht echte und vor allem konstruktive Wertsch?pfung. 2. Nutzen Sie die gemeinsame Zeit durch Pacing und Rapport, um die Performance zu erh?hen. Es geht immer um das Augenh?he-Prinzip, um aufnahmef?hig für konstruktive Verbesserungsprozesse zu bleiben.
Soliciting feedback from internal stakeholders, employees, and facility users on the quality of services provided by FM vendors can provide valuable insights into their performance over time. Consider implementing surveys, feedback forms, or focus groups to gather this information.
Feedback Mechanisms: Establish multiple channels for gathering feedback from various stakeholders, including employees, tenants, and management. This could include surveys, suggestion boxes, regular meetings, and direct communication channels.
"el ojo del amor engorda al ganado", la supervisión y el acompa?amiento es esencial para comprobar que aquello que se acordó de origen se da en la realidad. El feedback siempre es oportuno: o tomas medidas porque no se cumplen los acuerdos o válidas lo bueno que se viene haciendo y qué más se puede dar.
The fourth step to track FM vendor performance is to leverage technology and automation that can simplify and streamline your vendor management processes. You should use software and systems that can integrate and automate various aspects of your vendor management, such as procurement, invoicing, contract management, service delivery, reporting, and evaluation. You should also use technology that can enhance your communication and collaboration with your vendors, such as cloud-based platforms, mobile apps, and online portals. You should also use technology that can provide you with real-time data and insights on your vendor performance, such as analytics, dashboards, and alerts.
FIRST Feedback from users loop vendor as customer ENGAGING, strategic HR team NEXT SLA, KPI & Goals, BENCHMARK, METRICS LASTLY DATA & technology supports
Incorporating technology and automation is pivotal in evolving FM vendor management. By leveraging advanced software and systems, you streamline processes from procurement to evaluation. Cloud-based platforms and mobile apps foster seamless communication, while real-time analytics empower informed decision-making. Embracing these technological tools not only enhances efficiency but also cultivates a more collaborative and data-driven approach to optimizing vendor performance.
If you are managing a large portfolio or even multiple buildings, your work tasks will amount in the hundreds… so it is critical that you have a reliable system like a CMMS to keep track of these, allow people to report issues, have them resolved and closed out in a timely manner and provide accurate record keeping.
Hey! We are in digital era! Use technology wherever it is possible to reduce manpower and increase the qualitative FM. Make it accessible remotely, use it to avoid business disruption, utilize it for thoughtful and conscious planning.
A tecnologia pode simplificar e agilizar os processos de gerenciamento de fornecedores, proporcionando maior eficiência e transparência. Ao adotar sistemas integrados e plataformas baseadas em nuvem, podemos facilitar a comunica??o e acesso aos dados em tempo real.
The fifth step to track FM vendor performance is to benchmark and compare your vendors against each other and against industry standards and best practices. You should use tools and methods that can help you evaluate and rank your vendors based on their performance data and metrics, such as scorecards, ratings, and reviews. You should also use tools and methods that can help you compare your vendors with other similar vendors in your market or sector, such as market research, surveys, and reports. You should use these benchmarks and comparisons to identify your best-performing vendors, reward them accordingly, and learn from them. You should also use them to identify your underperforming vendors, and decide whether to retain, improve, or replace them.
A compara??o entre fornecedores é fundamental para avaliar se o seu fornecedor está atendendo as suas necessidades, bem como está seguindo os padr?es e práticas do setor. Essa pesquisa permitirá apresentar ao fornecedor pontos de melhoria e apresentar prazo para regulariza??o:
Benchmarking and comparison are pivotal in optimizing FM vendor performance. Utilizing tools like scorecards and ratings helps assess vendors based on performance metrics. Comparative analyses against industry standards and peers provide valuable insights. Recognizing and rewarding top performers fosters positive partnerships, while identifying underperforming vendors allows strategic decisions on retention, improvement, or replacement. Embracing this benchmarking approach ensures a dynamic and responsive vendor management strategy, aligning with evolving business needs and industry benchmarks.
This is where the real magic happens… if you have a reliable database, consider comparisons between similar buildings, occupiers, landlords and geographical locations. Simple measures like cost of maintenance per square metre can provide powerful insights to help focus on priority areas, and see through the noise. Also try to understand best practice in comparisons for example preventative versus reactive ratios (80/20)… if you aren’t hitting this, why? How can you improve?
Todo debe funcionar como una fórmula matemática. El proveedor A o el proveedor B deben ser el fiel reflejo de lo que eres y de lo que quieres mostrar. Y eso va de comparar permanentemente, de estandarizar y de los planes de mejora (todo es mejorable). Comparar te ayuda a poner la vara dónde corresponda y poner al mejor proveedor de ejemplo para todos.
Claramente hay que elegir el mejor proveedor vigilando siempre que la calidad se mantenga y cuando hablamos de calidad decimos de conocimiento y de rendimiento
The sixth and final step to track FM vendor performance is to engage and involve your vendors in your facility management strategy and operations. You should treat your vendors as partners, not just suppliers, and build trust and rapport with them. You should also involve your vendors in your planning and decision-making processes, and seek their input and feedback on your goals and expectations, performance data and metrics, improvement plans and actions, and technology and automation. You should also engage your vendors in your learning and development activities, and provide them with training, coaching, and mentoring opportunities. By engaging and involving your vendors, you can foster a culture of continuous improvement and innovation, and achieve better results for your facility management.
Trate seus fornecedores como parceiros. Envolva-os na sua estratégia e deixe claro as suas metas e onde pretende chegar, para que juntos possam tra?ar um plano de a??o que atenda as necessidades de ambos.
Based on criticallity, perform a workshop at vendor site with clear objectives and helping them through improvement tools such as 6 sigma,
I agree, it is important that service providers know that they are business partners and not merely order takers. Involve them in business strategy meetings so they understand where they can add value. Allowing them to provide inputs on this will encourage them to take ownership of their part in the growth of organization.
La gerencia debera ser un factor de liderazgo importante ya que se debe de buscar que los proveedores adopten la cultura de la compa?ia como propia asi como sus propias ideologias haciendo match con los valores corporativos. Al involucrarlos en ciertos aspectos, la gerencia debera de delegar de manera estrategica los valores de esto.
Involucrar a los proveedores es fundamental y ellos a su vez pueden aportar mejores ideas, productos y servicios en base a lo que se quiere lograr.
Define clear SLAs with vendors outlining expected service levels, response times, and performance benchmarks. Regularly measure and assess their adherence to these agreements. Gather feedback from internal stakeholders, such as facility managers, employees, and tenants, regarding their satisfaction with vendor services. Use this feedback to evaluate performance and identify areas for improvement Compare vendor performance against industry benchmarks or standards to assess how they stack up against competitors or best practices Work with vendors to develop and implement continuous improvement plans based on performance feedback . By implementing these strategies, we can effectively track vendors' performance to ensure accountability.
Continuous Improvement: Encourage a culture of continuous improvement among FM vendors by fostering collaboration, sharing best practices, and providing opportunities for training and development. Recognize and reward vendors who consistently demonstrate high performance and commitment to excellence. By implementing these strategies, you can effectively track FM vendor performance over time, drive accountability, and ensure that your facility management operations are optimized for success.
Any comprehensive approach to monitoring and improving FM vendor performance should also look at (a) Scheduling periodic performance meetings with vendors to discuss achievements, challenges, and collaborative improvement opportunities. (b) Conducting regular surveys with internal stakeholders to gauge their satisfaction with the vendor's services and identify areas for enhancement. (c) Adapting and evolving KPIs over time to reflect changing business needs and priorities. (d) Staying informed about industry best practices and integrate them into your vendor performance tracking methods.
Track how much they have delivered over time. And check the quality of what they have delivered. These are just some of the best tips to navigate through
Como FM, hago seguimiento a mis proveedores de la siguiente manera: - Defino los Service Levels que espero de cada proveedor, basados en los objetivos y necesidades del proyecto. - Establezco un sistema de medición y evaluación del desempe?o de los proveedores, usando indicadores como el cumplimiento, la calidad, la satisfacción y el precio. - Mantengo una comunicación fluida y transparente con los proveedores, para resolver incidencias, proponer mejoras y fomentar una relación de confianza y colaboración. Estos son para mi los tres pilares.