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How can you create a Facility Management strategy that addresses the needs of all user groups?

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Facility Management (FM) is the process of ensuring that the physical environment and services of a property support the needs and goals of its users. However, different user groups may have different expectations, preferences, and requirements for the facilities they use. How can you create a FM strategy that addresses the needs of all user groups? Here are some steps to help you.

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Asa?l Akkerman

Chief Strategy Officer at Workplaced | The future of work not furniture

1 Assess your user groups

The first step is to identify and understand your user groups. These may include tenants, employees, customers, visitors, contractors, regulators, and other stakeholders. You need to know who they are, what they do, what they need, and what they value. You can use various methods to gather this information, such as surveys, interviews, focus groups, observation, and feedback systems. You should also consider the diversity and inclusivity of your user groups, and how that affects their facility needs.

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Shivani Seunarine

I believe that practice makes perfect so I teach in order to constantly improve my skills. Project Management Practitioner| Facility Manager Practitioner| Agile Practitioner | Trainer |Business Owner
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We must do a lot of stakeholder analysis here. Do you know every person that you have to interact with? What about their influence and interest. This is very important. Send out stories on what you hope to achieve with FM. Ask the end users what they want. Ensure they know we are here to serve them.

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2 Define your objectives and outcomes

The next step is to define your objectives and outcomes for your FM strategy. These should align with the vision and mission of your organization, as well as the expectations and satisfaction of your user groups. You should also consider the external factors that may influence your FM strategy, such as market trends, regulations, sustainability, and innovation. You should set SMART (specific, measurable, achievable, relevant, and time-bound) goals and indicators to measure your performance and progress.

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Shivani Seunarine

I believe that practice makes perfect so I teach in order to constantly improve my skills. Project Management Practitioner| Facility Manager Practitioner| Agile Practitioner | Trainer |Business Owner
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In my experience something is missing here. Outcomes are great but we must also talk benefits to our user groups. For e.g you may be designing or renovating a space for a new tenant. The outcome can be a designed space with sustainability features implemented. What are the benefits for doing this? It can be increase customer satisfaction.

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3 Analyze your gaps and opportunities

The third step is to analyze your gaps and opportunities for improvement. You should compare your current situation with your desired outcomes, and identify the strengths, weaknesses, opportunities, and threats (SWOT) of your FM strategy. You should also benchmark your performance against best practices and industry standards, and learn from the experiences and feedback of your user groups. You should prioritize the areas that need the most attention and have the most potential for impact.

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4 Develop your action plan

The fourth step is to develop your action plan for implementing your FM strategy. You should outline the specific actions, resources, responsibilities, timelines, and budgets for each of your objectives and outcomes. You should also define the roles and expectations of your FM team and your user groups, and how they will communicate and collaborate. You should also establish the criteria and methods for monitoring and evaluating your action plan, and how you will report and share your results.

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Shivani Seunarine

I believe that practice makes perfect so I teach in order to constantly improve my skills. Project Management Practitioner| Facility Manager Practitioner| Agile Practitioner | Trainer |Business Owner
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A RACI is what I use here to ensure that I have all the roles for actioning out the plan. We do not want to only prepare but action. RACI is as follows: 1. Responsibility 2. Accountable 3. Consultative 4. Informed

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5 Execute your action plan

The fifth step is to execute your action plan and deliver your FM strategy. You should follow the plan as closely as possible, but also be flexible and adaptable to any changes or challenges that may arise. You should also engage and involve your user groups throughout the process, and seek their feedback and input. You should also document and record your activities and outcomes, and use the data to track and measure your performance and progress.

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6 Review and improve your FM strategy

The final step is to review and improve your FM strategy on a regular basis. You should evaluate your results and outcomes against your goals and indicators, and identify the successes and failures of your FM strategy. You should also solicit and analyze the feedback and satisfaction of your user groups, and understand their changing needs and expectations. You should also look for new trends, technologies, and opportunities that may enhance your FM strategy. You should then update and revise your FM strategy accordingly, and repeat the cycle.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Asa?l Akkerman

Chief Strategy Officer at Workplaced | The future of work not furniture
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The FM industry is just beginning to uncover the immense value of its data resources. The integration of usage data with point cloud imagery, Google Maps, BIM models, and CAFM systems is creating a vertical unification that opens doors to extraordinary data processing capabilities. We're merely at the tip of the iceberg in terms of what can be achieved with this wealth of information.

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How can you create a Facility Management strategy that addresses the needs of all user groups?

1

2

3

4

5

6

7

1 Assess your user groups

2 Define your objectives and outcomes

3 Analyze your gaps and opportunities

4 Develop your action plan

5 Execute your action plan

6 Review and improve your FM strategy

7 Here’s what else to consider

Facility Management (FM)

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How can you create a Facility Management strategy that addresses the needs of all user groups?

1

2

3

4

5

6

7

1 Assess your user groups

2 Define your objectives and outcomes

3 Analyze your gaps and opportunities

4 Develop your action plan

5 Execute your action plan

6 Review and improve your FM strategy

7 Here’s what else to consider

Facility Management (FM)

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