STRATEGIC FOCUS

An IFM company allows the customer to focus on core (revenue-generating) business and not be distracted by non-core issues such as facility management. In-house service organizations typically rely on one or two key personnel and internal empires are formed. In Asia, skilled management resources are a valuable commodity and companies want to focus them on their core business.

To assist customers in sharpening their strategic focus, the IFM company can assume the entire mid-management function for non-revenue generating business support activities. Some customers choose to “out-task” the provision of services to an outside company and keep the mid-management function in-house. While this approach does deliver many benefits to the customer, it does not allow a sharpening of strategic focus.

A dramatic example of sharpening strategic focus is Ameritech, which has reduced its in-house Real Estate department responsible for 4,500 sites (45 million square feet) to 3 people.

Sharpening strategic focus is particularly important for companies that are growing rapidly. For example, Microsoft has outsourced its five million square feet spread over 40 buildings in their Bellevue, Washington head office.

   ACCOUNTABILITY

When a customer partners with a professional IFM company, both performance risk and financial risk is reduced. Risk is reduced because:

		the IFM company provides a single point of accountability; there is no “finger-pointing” between     contractors with the customer trying to play judge
		standard business processes drive a predictable level of service
		global shared practices ensure that cost and performance are constantly improved
		a Computerized Maintenance Management System can integrate and coordinate the various     activities taking place in the building
		predictive maintenance technologies allow a proactive approach to maintenance
		professional health, safety and environment processes which are put in place by an IFM     company also reduce performance risk
		many IFM contracts include a fixed price component which minimizes financial risk coupled with     financial incentives and penalties which are tied to performance levels

The key to information reporting is to have timely, accurate data formatted in a manner that makes sense to the customer. The IFM contractor uses surveys and a Computerized Maintenance Management System to provide this type of data.

A focus on measurement allows objective analysis of performance and narrative can focus on analysis, feedback and action items. A structured customer interface system allows continuous refinement of the communication process.

   INNOVATION

An IFM company is in the business of providing technical expertise; it must keep its personnel up to date on the latest developments to maintain productivity and compete effectively. To ensure that innovation is part of the culture of the IFM company, a structured continuous improvement program driven by global shared practices is used. An IFM company will have experts on staff for specialized services.