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How can you overcome resistance to vendor innovation in FM?

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Vendor innovation can bring many benefits to facility management (FM), such as improved efficiency, quality, sustainability, and cost-effectiveness. However, some FM clients or stakeholders may resist or reject new ideas, solutions, or processes proposed by vendors, due to various reasons such as fear of change, lack of trust, inertia, or misalignment of goals. How can you overcome this resistance and foster a culture of collaboration and innovation in FM? Here are some strategies to consider.

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Shivani Seunarine

I believe that practice makes perfect so I teach in order to constantly improve my skills. Project Management…
Jahanzaib Qureshi

Facility & Workplace Experience Leader| Unilever, Frieslandcampina Engro, Tapal |
Sunil Pillai

?? Author | Profitability Catalyst: Igniting Lean Growth & Customer Delight| FM SME | Global Career Counsellor

1 Understand the source of resistance

The first step to overcoming resistance is to understand where it is coming from and why. Is it due to a lack of information, communication, or education? Is it due to a conflict of interests, values, or expectations? Is it due to a perceived threat to the status quo, the existing roles, or the power dynamics? By identifying the root causes and the key concerns of the resistant parties, you can tailor your approach and address their needs and fears more effectively.

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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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Everyone reacts because of a reason. Create open communication. Listen and ask questions. Use different coaching techniques to get to the real cause if resistance.

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Nishant Pandey

Director of Product Management @ JLL Technologies | Driving Product Innovation
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In my experience "Misaligned Incentives" are often at the rootcause of resistance by vendors. To overcome resistance to vendor innovation in FM, align incentives with desired outcomes. Ensure that vendors understand the benefits of innovation and the value it brings. Foster open communication, provide training, and establish clear performance metrics. Incentivize vendors to propose and implement innovative solutions that align with your goals.

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2 Communicate the benefits and risks

The second step is to communicate the benefits and risks of the vendor innovation clearly and convincingly. You need to articulate how the innovation aligns with the strategic goals and objectives of the FM project or organization, and how it can create value for the stakeholders. You also need to acknowledge and mitigate the potential risks, challenges, or drawbacks of the innovation, and provide evidence or examples of its success or feasibility. You can use various methods and channels to communicate, such as presentations, reports, demonstrations, testimonials, or pilot projects.

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Sunil Pillai

?? Author | Profitability Catalyst: Igniting Lean Growth & Customer Delight| FM SME | Global Career Counsellor
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Clear and convincing communication is essential to address concerns, build understanding, and gain support for the adoption of innovative solutions and tailor the communication approach to the preferences and needs of different stakeholders, ensuring information is accessible and easily digestible. - emphasize how the innovation supports and enhances the overall vision, mission, and long-term plans -showcase how the innovation can improve efficiency, reduce costs, enhance service delivery, or contribute to other key performance indicators

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3 Involve and engage the stakeholders

The third step is to involve and engage the stakeholders in the innovation process. You need to create opportunities for feedback, input, and dialogue, and listen to their opinions, suggestions, and concerns. You also need to foster a sense of ownership, commitment, and trust, by giving them some control, choice, or influence over the innovation. You can use various tools and techniques to involve and engage the stakeholders, such as surveys, workshops, focus groups, co-creation sessions, or gamification.

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Sunil Pillai

?? Author | Profitability Catalyst: Igniting Lean Growth & Customer Delight| FM SME | Global Career Counsellor
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This step is crucial for building a collective understanding, addressing concerns, and fostering a sense of ownership and commitment among those affected by the proposed changes -fostering a shared responsibility for outcomes - incentives, challenges, or interactive activities to encourage active participation -surveys, workshops, focus groups -transparent about the decision-making process and potential impacts

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4 Provide support and incentives

The fourth step is to provide support and incentives for the adoption and implementation of the vendor innovation. You need to offer adequate resources, training, and guidance to help the stakeholders learn and adapt to the new ideas, solutions, or processes. You also need to reward and recognize the positive behaviors and outcomes that support the innovation, and address any issues or problems that arise along the way. You can use various forms and levels of support and incentives, such as coaching, mentoring, feedback, recognition, or rewards.

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5 Monitor and evaluate the results

The fifth step is to monitor and evaluate the results of the vendor innovation. You need to measure and track the performance, impact, and satisfaction of the innovation, and compare it with the baseline or the expected outcomes. You also need to review and refine the innovation based on the feedback, data, and lessons learned. You can use various indicators and methods to monitor and evaluate the results, such as key performance indicators (KPIs), benchmarks, surveys, audits, or case studies.

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6 Celebrate and share the success

The sixth and final step is to celebrate and share the success of the vendor innovation. You need to acknowledge and appreciate the efforts, contributions, and achievements of the vendors and the stakeholders, and highlight the positive results and benefits of the innovation. You also need to share the best practices, insights, and stories of the innovation, and promote a culture of continuous improvement and learning. You can use various ways and platforms to celebrate and share the success, such as events, newsletters, social media, or webinars.

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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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Jahanzaib Qureshi

Facility & Workplace Experience Leader| Unilever, Frieslandcampina Engro, Tapal |
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I adopted vendor's KPI nationally for all services providers: Security, Canteen, Janitorial, Pest control, Civil maintenance vendors: In my experience all vendor resisted: What I did, I started with story telling that how it is going to benefit them, that remove their fears, how it is going to get them incentivized, how fair transparent is KPI system. It is all about transparent system/change, removing fear and constant communication can remove resistance.

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Nishant Pandey

Director of Product Management @ JLL Technologies | Driving Product Innovation
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By embracing transparency and actively tracking the outcomes of vendor innovations, FMs can build trust, show value of innovation, and mitigate resistance from stakeholders who may be hesitant to change. 1. Consider implementing pilot programs or proof-of-concept projects to test new vendor innovations on a smaller scale. Track and share the results of these initiatives to demonstrate their feasibility and potential for wider implementation. 2. Involve vendors in innovation discussions and encourage them to share their ideas and insights. Foster a collaborative relationship where vendors feel valued and empowered to contribute innovative solutions. This helps overcome resistance by making vendors feel like trusted partners in the process.

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How can you overcome resistance to vendor innovation in FM?

1

2

3

4

5

6

7

1 Understand the source of resistance

2 Communicate the benefits and risks

3 Involve and engage the stakeholders

4 Provide support and incentives

5 Monitor and evaluate the results

6 Celebrate and share the success

7 Here’s what else to consider

Facility Management (FM)

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How can you overcome resistance to vendor innovation in FM?

1

2

3

4

5

6

7

1 Understand the source of resistance

2 Communicate the benefits and risks

3 Involve and engage the stakeholders

4 Provide support and incentives

5 Monitor and evaluate the results

6 Celebrate and share the success

7 Here’s what else to consider

Facility Management (FM)

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