Customer & Supplier of choice in FM the post tender level

THE THINGS WE DISCUSS ARE ONLY RELATED TO OTHER COMPANIES…

NOT YOURS !

Q1: ARE WE MAINLY MICRO OR MACRO PEOPLE ?

Q2: ARE WE A PROCESS OR A BUSINESS FUNCTION ?

May I have your votes please !

Micro/Macro People?

Business/process function?

What to learn from this?

We are all going to stand in front of our own ‘business’ mirror

What to think about the way we do business in FM ?

20 years the ‘same old devil called…TENDER’

What do we really think about this in 2017 ?

‘ON BOTH SIDES’

THE SELLER

THE BUYER

PROCESS vs KNOWLEDGE

MATURITY LEVELS

QUALITY OF INFO/CONTENT

QUALITY OF COMMUNICATION

QUALITY OF SLA/DASHBOARD/TCO

We have to step out of this…..

COMMON VALUE OF ‘SHARING’

HOW & WHERE TO FIND THE SOLUTION ?

What is it? Why is it so difficult?

Get rid of the disconnection

Needs Specs RFQ

Supplier profile

Contract SLA KPIs ? ? ? ?

Who fits

Invest Effort

ESI/Business

Output What

result do we get

Value mix

Ext/int cost

Risk impact

Invest Effort

ESI/Business

NEEDS -Different stakeholders view -Impact of FM area to company performance -Impact of FM area to employee satisfaction & talent acquisition -Budget reality & guidance -Strategy in time: location, shareholder type, growth or reduction -Company strategy: CSR ? Profitability? Core business? Acquisition? etc -Critical areas, problems of the past? Take time to exchange internally, with suppliers & colleagues @ similar companies

Who fits

Supplier profile

- Product leader, Operational excellence, Customer intimacy - FM subcategory specialist, FM multiservice provider, Main contractor - Local strength, proven track record similar need pattern - Quality of Key account management & FM value engineering - Content & communication levels

What results do

we get

Value mix

Ext/int cost

Risk impact

Output

-Service level/quality level/complaints -Service innovation -Improve ‘perception, sensing & experience

-Cost transparency versus volume evolution -Impact on internal costs -Impact on working capital

-Installations in time -Safety & CSR -Flexible toward business evolution

CUSTOMER

OF

CHOICE

SUPPLIER

OF

CHOICE

CRM SRM

How to become a ‘customer of choice’ ?

SUSANNA MAUNU

SUPPLIER SATISFACTION:THE CONCEPT AND A MEASUREMENT SYSTEM

PhD Thesis, University of Oulu, November 2003

SALES PEOPLE NEED ‘REASONS WHY’

TO CONVINCE THEIR ORGANISATION TO DO THE EFFORT

How to become a ‘Customer of choice’

How to become a ‘Supplier of choice’

Innovation partner

Performance partner

Preferred supplier

Competitive supplier

VALUE COST RISK

Different level

Different

game

TRANSPARENCY CLEAR COST MODEL

FUTURE PROOF BENCHMARK CHECK

RESULT BETTER THAN MARKET GAME

MEASURABLE

CONTINUOUS IMPROVEMENT

CONTINGENCY PLAN

RAISE/IMPACT INTERNAL EFFICIENCY

TOP KAM BOTH SIDES

STEERING COMMITTEE PROGRESS PLAN

12 conditions to really make ik happen !

Maturity on both sites

Transparency & quality of info & content exchange

Clear direct cost, margin & indirect cost model

Professional, guiding and flexible SLAs

Measurable cost, value & risk effects

Key conditions: summary

What is de supplier profile you are looking for

What is the value of the FM service areas you need to deliver for the company

Starting points for FM

The ‘VESTED’ concept

Allow evolution, continuous improvement & innovation

COST RISK

VALUE

PRICE IS ONLY MICRO

FM business case meetings

To adapt & improve

What do you need?

FM performance management

Link to budget/CFO

Link to satisfaction

Clear update on risks (cfr installations)

FM creativity

Tailor made small specials with high satisfaction impact

The marketing side of the services: customer impact (mgt & individual level)

How to interact

We will depend even more on external value creation & collaboration

Role of the FM Manager

Customer Demand

Supply Base Offer/solution

Continuous Challenge

+ own efficiency

Triple approach: how to keep 5 fingers in the market

BUSINESS IMPROVEMENT SESSION WITH FM

SUPPLIERS

MARKET BENCHMARK Cost levels

Value options Risk coverage solutions

FM BUYERS NETWORK Best Practice sharing

Collaboration Joint buying

Summary of all input Improvement actions

FM steering committee Decision platform

Business/HR/Finance

Decision Implement with

suppliers Play the market

DISCUSSION TOPIC 1

Improvement path for your sourcing & supplier interaction

approach ?

DISCUSSION TOPIC 2

How to assure real business driven FM

within the company?

DISCUSSION TOPIC 3

What is needed to

really cover all relevant

Cost, Value & Risk Aspects?