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Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Press

Whitepapers

Title

xx

Description

xx

Year

xx

Service Management 3.0 – the next generation of service

 

 

 

 

If all companies effectively  compete on service, the key differentiator then lies in the service management model and the ability to execute it. However, the traditional models and themes are no longer sufficient, future focus should be on the service delivery system and the power of the human touch. Frontline service employees should be empowered to create appreciated service moments and through their service performance influence and preferably leverage the purpose of the customer organization.

 

 

 

2014

 

Defining Service Excellence in Facility Management

This whitepaper concludes two main themes emerging in driving service excellence in FM. Firstly, that excellence is underpinned by consistency, and secondly, an absolute confidence in delivering to an agreed set of standards. But research also shows that this consistency is not enough in itself to guarantee service excellence.

2014

Service Management 2.0 – the next generation of service

Leadership and culture play a greater role in effective service organizations today than ever before. Value-based leadership is an effective way to make the values and vision of the organization become meaningful and relevant, when communicated and supported by first-line management and frontline employees.

2013

Effective training of front-line service employees

Service quality is the primary driver behind customer satisfaction. Because training is the single most important driver behind higher service quality, it is one of the most important internal processes for a company to get right.

2012

 

How ‘New Ways of Working’ affect our use of facilities

How we work has changed dramatically over the last 50 years. This has impacted our use of facilities, as they support how we work.

2012

 

The value of Strategic HR processes

Service Management is about continuously creating value in the eyes of the customers. Hence, the service company must excel at serving the front-line workers, who are the most important link between the company and the customers.

2011

Creating a Security Request for Proposal

What is a Request for Proposal (RFP), how can it enhance the competitive bid process and how does a security Services company identify the types of information needed to write an effective RFP?

2011

Working with Change Management in Service Outsourcing

Service outsourcing creates many changes. For the employees who will be outsourced the changes are significant but also for the rest of the organization service outsourcing will lead to many changes.

2011

Service innovation in the Facility Management industry

Innovation is today one of the top challenges for the Facility Management industry. Despite having improved over the past 10 years, FM companies can do significantly more to create innovation.

2011

Indirect cost savings when outsourcing

Organizations are increasingly using outsourcing as a strategy to increase profitability, refocus on their core business and improve productivity and competitiveness.

2010

Diversity in Outsourcing

The global workforce is experiencing significant demographic changes, and all organizations must develop and implement a diversity management strategy.

2010

HR issues to be considered when outsourcing services

Although HR issues are crucial determinants of the success of service outsourcing processes, they are too often paid inadequate attention.

2010

Multiskilling and job satisfaction in outsourcing

Multiskilling is an effective way of organizing jobs to boost productivity, flexibility and quality of service.

2010

Successful transition in outsourcing

A job transition is a big and very personal event for the employees involved, and the process must be managed effectively, professionally and, above all, with deep respect for the individuals involved.

2010

Trends and Developments within Facility Management

This paper deals with further trends and developments within Facility Management.

2010

Securing Your Facility During Special Events

Presents measures which can be used by people and organizations responsible for the security and management of commercial enterprise properties to secure their facilities and organizations during “special events”.

2009