7 RADICAL Steps for Property and Facility Management Problem-Solving

Dr. Daniele Gambero | 10 Nov 2023 | PropTech Insights # 88

EXECUTIVE SUMMARY

Solving problems in property and facility management can sometimes feel like solving riddles. Whether it's a leaky faucet at home or a complex challenge in property management, having a structured problem-solving model can make all the difference. The RADICAL model is designed to address these challenges in a systematic way, making it easy to remember and apply.

Problem-Solving Challenges in Property and Facility Management

Property and facility managers are tasked with ensuring everything runs smoothly, but challenges like maintenance issues, tenant complaints, and budget constraints can be like tangled knots. The RADICAL problem-solving model is particularly well-suited for these challenges in property and facility management.

The choice of "radical" in the RADICAL problem-solving model is deliberate and meaningful. It signifies a commitment to resolving problems thoroughly, in a “Radical” way, and getting to the root, “Radical”, causes. In property and facility management, where issues can have complex origins, a radical approach ensures a long-lasting solution.

The RADICAL Problem-solving Model

Let's dive into the seven steps of the RADICAL problem-solving model using an example: HVAC problems in an office tower.

R: Recognize the Problem

This step involves identifying and acknowledging the existence of a problem. It is the initial awareness that there is a problem, and something needs to be addressed.

Actions

• Promptly acknowledge tenant complaints.
• Alert the maintenance department.

Significance

• Recognizing the problem shows commitment to tenant satisfaction and preserves the property's reputation.

A: Analyse and Define the Problem

After recognizing the reported HVAC problems, the next step is to Analyse and Define them thoroughly.

Actions

• Coordinate a physical inspection.
• Define the scope of the problem.

Significance

• This step provides a detailed understanding of the problem and its causes.

D: Diagnose the Root Causes

Actions

• Engage specialists to identify root causes.
• Review maintenance records and assess system components

Significance

• In this phase, you focus on determining the causes of the problem. It is about understanding why the problem exists in the first place, going “Radical” in finding a permanent solution.

I: Investigate Contributing Factors

After diagnosing the root causes of an HVAC system issue in a commercial building, the "I" step, Investigating Contributing Factors, becomes essential to find the right solution through a comprehensive understanding of the problem.

Actions

• Review maintenance protocols.
• Engage with tenants.

Significance

• This step ensures a more holistic and effective resolution to the HVAC system issue while helping in preventing future occurrences by mitigating external and internal factors affecting the system's performance.

C: Create Solutions for the Issue

Having recognized, analysed, diagnosed, and investigated the contributing factors of the HVAC system issue bring us to the "C" step, Creating Solutions. This is the step where the “once and for all” solution is finally created.

Actions

• Explore repair or replacement options.
• Enhance maintenance protocols.

Significance

• This phase is about proactively improving the property's infrastructure and management practices to ensure long-term functionality and tenant comfort.

A: Act and Implement Solutions

Once solutions have been created and action plans set in place, the "A" step, Act, and Implement Solutions, is the practical phase where these solutions are executed to address the problem effectively.

Actions

• Collaboratively execute the plans.
• Keep tenants informed.

Significance

• Acting and implementing solutions is the stage where plans are put into motion to resolve the issue. Open communication with the tenant helps in managing their expectations and ensuring their comfort.

L: Learn and Reflect

In a commercial property context, after successfully executing solutions for any issue, the "L" step, Learn and Reflect, is where you assess the problem-solving process and draw valuable lessons for the future.

Actions

• Evaluate the implemented solutions' outcomes.
• Seek feedback from tenants and vendors.

Significance

• The Learn and Reflect phase is critical for the continuous improvement of property and facility management practices. By assessing the outcomes, documenting the experience, and gathering feedback, property management teams can refine their approach to problem-solving and enhance tenant satisfaction.

Conclusion

The RADICAL problem-solving model offers a comprehensive approach to property and facility management challenges. By choosing the radical path, property managers can rest assured that problems will not reappear, and issues will be tackled at their roots.

When paired with a digital solution like ServeDeck, the RADICAL model becomes even more powerful, offering benefits like saving time and reducing costs, creating permanent solutions, and streamlining the process. This digital collaboration ensures that property managers can handle their responsibilities confidently and efficiently.

Property and facility management can be likened to the conductor of an orchestra, responsible for orchestrating seamless operations. Nevertheless, the melody doesn't always play without interruptions. Property managers frequently confront an array of issues, ranging from urgent maintenance requests and tenant grievances to financial limitations and regulatory obstacles.

These obstacles can be likened to complex knots, necessitating a systematic approach for unravelling them. The RADICAL problem-solving model, which is flexible and applicable to diverse challenges across industries, fits exceptionally well within the realm of property and facility management. ■

The Author

Dr. Daniele Gambero is the President of Malaysia PropTech Association . He is the Group CEO and co-founder of strategic marketing consultancy firm REI Group of Companies, PropTech start-up Propenomy.com and Athena SmartCities. Expatriate to Malaysia from Italy since 1998, Daniele is a serial entrepreneur and serial investor in property and Proptech start-up ecosystems. He is a member of the Global PropTech Council and representing Malaysia within the PropTech-For-Good global network. Daniele is regarded as a Sustainability, Property & PropTech expert, public influencer leader and is a well-known and sought-after international and TEDx speaker.

Disclaimer: The views and opinions expressed in this article are those of the authors and do not necessarily reflect the official position of Proptech Institute, including its directors, employees and affiliates.

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