Key steps to success of facilities management

The recent tremendous growth in the facilities management (FM) industry in the region was influenced partly by increasing awareness of individuals and organisations about the strategic importance of these services in the socio-economic development of the society. The introduction of cost-effective, personalised and integrated solutions are crucial factors that helped accelerate the widespread adoption of the concept.

With the industry increasingly gaining traction and energetically expanding its regional market base, the next big challenge now is for industry players to sustain the momentum and keep customers satisfied with the level of services.

There are two key issues that I believe should urgently be addressed to ensure the long-term growth — education and active engagement with all parties involved.

Like any other, the FM sector will benefit greatly from training initiatives as these foster a culture of innovation and excellence. These should be actively pursued to further strengthen awareness levels of the public and to encourage them to actively contribute in the proper upkeep of mission-critical facilities and assets.

Moreover, this will not only educate target audiences, it will empower them to make important decisions when it comes to the management and care of facilities. This is also a great way for residents to enhance their know-how in related fields such as waste management and environment conservation.

Broader plan

Developers and contractors must also have a much broader development plan for their projects. It is no longer sufficient to construct a building and then hire an FM company to try to meet green requirements and other regulations regarding facilities management. Instead, they must seek to develop training to ensure a genuinely smooth transition during handover and guarantee higher satisfaction levels for tenants.

Engaging tenants and staff through activities such as surveys, seminars and focus groups is equally important to ensure optimal results in the delivery of FM services.

Moreover, occupants' behaviour and their direct or indirect participation in such activities have a substantial impact on the sustainability and enhanced life cycle of the buildings and facilities. It could likewise cultivate a healthy interaction between FM managers and the occupants, which can only further improve co-operation of both towards developing a genuinely sustainable facilities management solution.

Engaging staff

On the other hand, it is important for FM companies to engage employees in interaction and joint activities that will harness the ideas and specialised expertise of each member. Organising activities that are perceived to be beneficial to employees is certainly a very healthy way of strengthening their loyalty and encouraging them to maintain their enthusiasm and eagerness to work for the company.

We have institutionalised a tree planting programme and have held Employee Day events as part of year-round activities that engage employees. We have participated in initiatives with our target audiences through clean up drives and Be'ati, which is a CSR initiative of Imdaad that creates awareness among school children about the environment and recycling of waste.

The benefits have been greatly rewarding in terms of improved employee productivity, higher levels of satisfaction, and a healthy relationship with our customers. Engagement and education initiatives may be simple and cost-effective, but they definitely have a huge impact on the success of any facilities management firm.

The writer is the CEO of Imdaad.