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Service Management

How to choose a service provider


FM will be expected to respond to all fronts and as a service provider must fulfil these minimum six criteria to be in a position to deliver value.

How we work has changed dramatically over the last 50 years. This has impacted our use of facilities, as they support how we work. These changes will continue (albeit at an increased speed) and the effect on facilities, CRE and its impact on the evolution of the Facility Management Markets will be equally significant. Customers must understand these changes, and together with their external suppliers, be ready to adapt to New Ways of Working.

The FM industry is then faced with a number of pressures: changing work habits of employees, a demand for a more strategic approach and a wave of new technologies. Corporate FM must respond on all fronts and, to do this, it must demand more from its service providers. Only through support and alignment with its suppliers can it deliver value through its workplace strategy. So, how can both parties achieve this from the get-go? By satisfying a standard set of expectations.

The service provider must, as a minimum, fulfil the following criteria. It must:

  • have a strategic focus;
  • be sustainable and effective;
  • embrace new technology;
  • understand space planning;
  • see itself as more than just a service provider;
  • offer a personalised service.

Building long-lasting and sustainable partnerships with FM service suppliers will be a key component for workplace success. Finding the right FM partner will secure continuous workspace optimisation and access to the latest developments and international best practices, as well as unleashing resources to focus on what is core for the company, including how to attract and retain talent for the future.

This blog post is based on ISS Whitepaper: How ‘New Ways of Working’ will affect our use of facilities.


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