Feedback is a crucial tool for Facility Management (FM) problem-solving. It helps you identify the root causes of issues, improve your processes and services, and increase customer satisfaction. In this article, you will learn how to collect, analyze, and act on feedback to enhance your FM problem-solving skills.
The first step to improve your FM problem-solving is to collect feedback from different sources. You can use surveys, interviews, focus groups, or observation to gather information from your customers, employees, suppliers, and stakeholders. You should ask specific, relevant, and clear questions that address the quality, timeliness, and efficiency of your FM services. You should also encourage honest and constructive feedback that highlights both the strengths and weaknesses of your performance.
If we don’t know what’s right, we can’t do more of it. If we don’t know what’s wrong, we can’t do less of it. Without customer feedback, we are destined to fail.
At one of the global companies that I worked for, we developed a full 360 degree feedback process that incorporated different viewpoints to get a better understanding of the full picture. Key elements included a general online survey of the building occupants, an in person interview with senior managers of the largest business units on site, and also "point of service" surveys that captured feedback on a specific even (like how was your meal in the cafeteria today). When merged to create a full view, these tools captured good and bad performance areas as well as past, current and future areas of concern.
Founder and Director @ Pinpoint Property Recruitment | 25+ years' recruitment experience
FM’s always have to be prepared to expect the unexpected as you never know what needs resolving. Sometimes your problem solving skills are taken to new heights with an uncontrollable issue and you really have to deliver on the spot. Eg. A natural disaster, covid. When things have settled down it’s crucial to review with internal and external parties what can be tackled better to refine and enhance the approach. Bringing together key parties both internal and external to discuss is invaluable. Open, transparent feedback without fear of criticism should be encouraged. Having a structure around what you are seeking to review is important but there should always be flexibility to explore other initiatives and ideas that are contributed.
Feedback is an essential media to ensure continual improvement in the current dynamic environment of Facilities management. It is also important to review the methods of feedback in additions to the Questionnaire ( verbal or written). Spot feedbacks sometimes helps better than any other methods.
Regular feedback is very important to ensure continual improvement in facility management. Feedback needs to be received with a positive frame of mind and there must also exist a system to collate & analyse feedback and ensure appropriate implementation. Inputs from feedback received are an important tool to identify areas of concern, identify training needs and deliver improved services. Facility managers must ensure two way feedback for optimal results and to seive out disruptors...
The next step is to analyze the feedback you have collected and identify the main themes, patterns, and gaps. You can use qualitative or quantitative methods to organize, categorize, and interpret the data. You should look for common problems, recurring complaints, or unmet expectations that affect your FM service delivery. You should also compare the feedback with your own goals, standards, and benchmarks to measure your progress and performance.
The analysis of feedback is crucial for several reasons & feedback analysis is not just about receiving input but actively using it to drive positive change, foster growth, and contribute to overall improvement and success.
I see the analysis of feedback in the FM environment as being as important as relevant as hosting focus groups to test consumer patters in the retail real estate sector. Ideas and proposals have to be tested ‘real-time’ and hosting focus groups with customers and vendors, testing and challenging the processes will improve the tactics employed to enhance service standards
In FM business when we have to deal with different customers. Its very crucial to understand customer expectation as some customers needs to be addressed with special attention. By doing the feedback analysis we will be able to understand where we are in terms of quality and what we need to acheive. For FM business to nurture you always needs to level up your business to customer expectation.
Analyzing the feedback is akin to decoding the melody hidden within the cacophony of opinions; a process that transforms raw data into actionable insights. The value of feedback lies not merely in its accumulation but in its interpretation. As FMs, we delve deep into this treasure trove of information, scrutinizing every note and pattern to extract meaningful revelations. It's about deciphering the nuances, recognizing recurring themes, and identifying the underlying currents that shape the facility's narrative. In essence, the analysis of feedback in Facility Management transcends mere data processing; it's a symphony of understanding, empathy, and strategy. It's the moment when raw data transforms into actionable intelligence.
Compliance and Risk Management: Feedback can help ensure that the facility is compliant with relevant laws and regulations by identifying areas where the facility may fall short and need attention. By actively seeking and responding to feedback, facility managers can create a more efficient, safe, and pleasant environment for everyone. It's a key component of a proactive management strategy that aims to prevent issues before they escalate and to resolve them quickly when they do arise.
The final step is to act on the feedback and implement solutions to address the problems you have identified. You can use various problem-solving techniques, such as brainstorming, root cause analysis, or decision matrix, to generate and evaluate ideas. You should prioritize the most urgent and important issues and create action plans with clear objectives, tasks, and deadlines. You should also communicate the feedback and the solutions to your team, customers, and stakeholders and involve them in the problem-solving process.
Grateful for the insightful feedback shall be welcomed by any professional and therefore accepting & Implementing the right suggestions to enhance skills and approach. Continuous improvement is key to success. #FeedbackDrivenGrowth #ProfessionalDevelopment
As they say, action speaks more than words..FM industry is a service segment which gets recognition and appreciation for what is visible. Unless we demonstrate the service standards and keep raising the bar on deliveries. Constant engagement with various stakeholders, internal & external customers, market players and experts in the Industry, should be one of the key focus areas to gain a sustainable existence. And above all keep integrity and safety as of prime importance under all spheres of services.. Lastly not to forget ..bridging in sustainable solutions, making efforts to contribute back to the nature and society in general, will help retain confidence and survival.
We always believe in getting better at what we do, and regular feedback is a big part of that. In FM, where being flexible and quick is crucial, continues improvement is a basic requirement. Feedback helps us learn from what we've done before, change the way we solve problems, and adopt the best ways to do things. Every feedback is a chance to do things even better and smarter acting on the with a positive note is key for service delivery improvement
You can’t get to this final action without thoroughly reviewing the first two steps above. Then having a clear action plan to key players with expected deadlines and any other feedback is essential.
There will be times where feedback can't be acted upon. In these situations, communicate the reasons why not and try and find an olive branch!
Feedback is not a one-time activity, but a continuous cycle of improvement. You should monitor and review the impact of your solutions and measure the results. You can use indicators, such as customer satisfaction, service quality, or cost reduction, to assess the effectiveness of your problem-solving. You should also collect feedback again to see if the problems have been solved or if new issues have emerged. You should celebrate your successes and learn from your failures.
In my experience, multiple times collection and analysis of feedback from a user perspective is missing and the operations team keep doing the regular said number of activities. As clients requirements from an FM individual or service provider could be different and unique, the basics of taking specific feedback is the need of the hour and then analytical actions resulting in short / long term problem solving and better client confidence should be achieved.
Innovatively, feedback in Facility Management (FM) can be leveraged through AI-driven predictive analytics, turning user inputs into foresight for proactive maintenance. Implementing augmented reality (AR) feedback tools can revolutionize problem identification, providing visual and contextual data for quicker resolutions. Additionally, embracing a crowdsourcing approach allows for a diverse range of creative solutions, fostering a collaborative and dynamic problem-solving environment.
This is the vital step In FM. Every feedabck is an opportunity to improve. Once you know the real issue we are able to provide a permanant solution. The question is will the issue repeat? Once we know the gap we need to come up with a solution/process where one responsible person will be assigned for the task. The same to be documented and FM should monitor it regular basis
If we are not monitoring how do you know your changes are being received as intended. You need everyone to know how their feedback is providing changes to their environment. The best way to do this is to monitor and follow up continuously.
Regular feedback allows for the quick detection of emerging problems before they escalate. By addressing issues at an early stage, Facility Managers can prevent them from becoming larger, more costly problems that may disrupt operations.
Feedback is an invaluable tool for improving your FM problem-solving. It can help you identify customer needs and expectations, enhance service quality and customer satisfaction, increase efficiency and productivity, reduce costs and risks, foster a culture of learning and innovation, and ultimately strengthen your reputation and relationships.
Just as the famous adage goes; “Feedback is the breakfast of champions” works beautifully in FM problem solving. Taking specific feedback and actioning as per the client expectations can lead to long term association and working like partners rather vendors.
As I previously mentioned, getting and analyzing feedback on your quality of service, will assist into your evolution. Furthermore, in cases when you have to manage facilities around the globe, getting familiar with different cultures, mindsets and expectations are some of the benefits of that feedback collection.
You can have a number of internal measures to identify how you are performing. However feedback is the one measure which is perhaps the least biased. The recipient of your services is telling you how you are doing and how satisfied they are with the delivery of those services. Understanding your clients perception of your business is critical to the client relationship. Feedback allows corrections to be made at an early stage. It is clearly an important tool in client relationship management.
The core benefit is that you get aligned with the requirements in general and the overall company's narrative regarding the services being offered. The deviations are identified which can be plugged by making positive changes within the operational working of the FM department.
Receivables and low scores are inextricably linked and focus is required to improve both. Having said that donforget the high scoring pay on time customers as they are the 80% and must get serviced regularly
Gathering feedback is an essential part of any organization. To make the most of it, you should ask for feedback regularly and proactively, using different channels and methods to collect it. Additionally, it's important to be open-minded and respectful to different opinions and perspectives. Rather than seeing feedback as a criticism or threat, use it as an opportunity to learn and improve. Finally, don't forget to follow up on the feedback and show that you value and act on it.
Feedback in Facility Management (FM) is instrumental for problem-solving by providing valuable insights into operational issues and areas for improvement. It enables FM professionals to identify recurring issues, assess the effectiveness of current solutions, and make informed adjustments. Through systematic feedback collection, FM teams can enhance responsiveness, optimize resource allocation, and proactively address emerging challenges, ultimately leading to more efficient and effective facility operations.
Feedbacks are the the voice of users. Based on the method of the feedback, it is important the users have been given attention while providing feedback....it may be verbal, written or via getting scores / smiles
Some of the Tips for receiving and acting on feedback: 1. **Listen Actively:** 2. **Stay Open-Minded:** 3. **Ask for Clarification:** 4. **Express Gratitude:** 5. **Prioritize Actionable Items:** 6. **Implement Changes Thoughtfully:** 7. **Seek Support or Guidance:** 8. **Reflect and Learn:** 9. **Continuous Improvement Mindset:**
Creating a safe environment for employees is essential for employees to consistently provide their honest feedback. Here are some tips: *Value employee opinions and maintain open communication channels. *Be willing to receive feedback and be open to suggestions and constructive criticism. *Offer anonymous feedback channels to ensure employees feel safe sharing their thoughts. *Listen actively and without judgment, appreciate input, and respond promptly to address concerns. *Educate employees on the impact of their feedback in improving the workplace. *Equip employees with communication skills and training to provide constructive feedback. *Acknowledge and appreciate employees who provide valuable feedback to encourage participation.
feedback is a powerful tool for Facility Management problem-solving as it provides actionable insights, promotes continuous improvement, and ensures that facility services align with the evolving needs and expectations of users. Regular feedback loops contribute to a responsive and agile approach to addressing challenges within the facility management domain.
feedback contributes to resource optimization. It highlights areas where resources might be underutilized or misallocated, leading to more efficient resource management and cost savings. In essence, feedback serves as a dynamic and indispensable tool in the arsenal of facility managers, promoting adaptability, responsiveness, and continual enhancement in facility management practices.
Absolutely, feedback in the Facilities Management field is vital for gauging end user satisfaction and driving continuous improvement. Regularly collecting and analyzing feedback helps identify areas for enhancement, ensuring the quality of services aligns with the needs and expectations of end users.
The list covers a range of important aspects, from setting goals to fostering collaboration and encouraging learning, this is a valuable resource that provides a good overview of the key steps for creating a culture of accountability in facility management. By addressing the suggested areas for improvement, it can be made even more useful and impactful for facility managers of all levels.
Facilities management is all about spending money and create experience for the users. It is also important to continually look for a right balance among cost, sustainability and experience. Call-outs ( signages) are equally important to convey right messages which helps in creating experience as well as capturing the right feedbacks.
I think it’s important to consider feedback as one of the most important tools in the sales and service design. It has to be willing to expose a truth, good or bad that will produce a better outcome. Without continuous feedback, mediocrity will prevail.