Relationship management The growing role of Facilities management

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1 New Zealand FM Summit 2013 Eden Park, Auckland 15 May 2013 Relationship management The growing role of Facilities management Presented By Stella Green- Be Conﬁdent Diamond Sponsors Platinum Sponsor Event Sponsors

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3 Relationship Management is People RM Place

4 FM An Integrated Approach Strategic End users, clients Suppliers Space, services, cost, business risk Relationship definitive management skills Staff Operational Compliance Harnessing Network Contractors

5 Changing environment

7 Why Projects Fail Inexperience in scope and complexity 17% Technical issues 14% Lack of communication 20% Project Management Problems 32% Failure to define objectives 17% Source: KPMG

8 Results without Relationship management

9 Which skills rate in NZ?

10 4 Industry Segments Industrial Banking Jack CruNen Westpac Professional services Retail

11 4 Industry Segments: Industrial Goodman New Zealand s core values that set us apart in the marketplace are: Customer+focus Our customers are at the heart of everything we do. Performance+drive Individually and together we make things happen. Innovative+dynamic We think outside the square Open+fair We act with transparency and integrity. Team+respect Everyone is important.

12 Supplier Relationship Management Why : Strategic Alignment - Value Add Proposition - Blue Print For Success What : clarity on outcome of tender and deliverables How - The tools o o o o o o o Customer Relationship Management approach : understanding the needs of your customers/stakeholders Eyes and ears : internally & externally Vendor analysis and performance audits Performance management : SLA - KPI - innovation - strategy sessions : being pro active Focus on partnership models : financial & non financial value add services People skills Contract management competences

13 FM - Relation Management Skills Customer needs versus Supplier needs Understanding of strategy of client and their (future) needs : strategy sessions Listening - think as you were the client - operational / contract performance management meetings Consultancy skills Be a "business partner Once promised - deliver : execute well Pro actively advise & prevent Participate with the business to align Educate and innovate Develop client centric programs or create multibusiness (integrated) service offering

14 4 Industry Segments: Professional The world is changing Services Continuous change in customer demand asks for flexibility Greater independence in a 24/7 economy, always connected Making optimal use of new mobile IT tools, social networking Environmental and social sustainability become essential Growing focus on authenticity and personal contribution

15 4 Industry Segments: Retail RH Page + Z Energy Rollout - National Number of Sites 80+ RH Page Innovation Multiple DfMA principles applied successfully

16 4 Industry Segments: Results ENGAGEMENT Innovation Communication EFFICIENCY Productivity Quality of Service EFFECTIVENESS Collaboration Team Work ENVIRONMENT Place, Space, IEQ, CSR

17 Stakeholder management tool Mitchell, Agle, Wood (1997) Toward a Theory of Stakeholder Identification and Salience: Defining the Principle of Who and What Really Counts

18 Relationship Management skills Highest ratings were: Inspire Influence Initiate Change Communication Manage Up Collaborate Teamwork without power Coach & develop Proactively prevent conflict

19 Communication Collaboration Inspire Influence Initiate change Coach Manage conflict Rate your Relationship Skills?

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