Outsourcing F.M. To In-house FM F.M. F.M.
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1 Outsourcing F.M. F.M. F.M. To In-house FM
2 What is the WMC? More than just a Theatre! Our public facilities include: 1,900 seat lyric theatre, the Donald Gordon Theatre 250 seat theatre space, the Weston Studio Function and conference rooms Restaurants, Shops and Bars Concourse areas with free performance stage BBC Hoddinott Hall 350 seat recital hall
3 What is the WMC? More than just a Theatre! We are also home, Landlord and FM service provider to 7 other resident organisations: Welsh National Opera Urdd Gobaith Cymru (inc.150 bed hostel) Tŷ Cerdd Literature Wales Hijinx Theatre Touch Trust National Dance Company Wales
4 Our Mission To bring the best of the world to Wales and to showcase the best of Wales to the world
5 Making Culture Accessible The vision from the outset All ages All backgrounds Deprived areas of Wales Cultural diversity Sustainable social responsibility
6 Our Sustainability Model
7 Outsourced FM Services From opening in 2004 to 2007 outsourced FM services were provided to the Wales Millennium Centre, it s 7 other resident organisations and several retail units, these services included :- 24/7 Security inc. FOH Concierge duty 2 shift 7 day cleaning 2 shift 7 day Maintenance Working within a defined SLA s envelope!
8 Outsource F.M or In-house? In 2007 this was the dilemma! Renew - New Outsource Provider - In House Why Change? Integrate FM Deeper Into The WMC Culture & Values - The closeness of FM to the customer experience (WMC Board Paper) More control > 25% of full time workforce were FM, most were customer facing! Potential to reduce costs + to work outside The Contract SLA s Added benefits Capital Projects, Energy control, Innovation CHANGE = RISK!
9 Our Story Demobilisation Staff retention (in our case 90% remained in WMC inc. Key Staff) Loss of Operating Systems e.g. CAFM, Help Desk etc. Loss of Technical Support Loss of Historical Data (archived files are not easy to access) Loss of Contracted Support
10 Our Story Demobilisation. Lessons F.M. staff are still employed by outsourcer, so the FM focus was on demobilisation needs not future support! Better planning! Client did not know the all the detail on how His FM is delivered! More advanced planning at local level What disappears with the provider Skill gaps / Technical Support Purchasing systems & Supplier base The new door opens more work, more demands, more stakeholders! - Internal SLA s! Non Core Demands Make into successes Old conflicts (miss-trust), Old culture, Old values - Collaboration
11 Our Story Transition Stage 1 (mobilisation) Structure Temporary Help Desk Spread sheet Task Management Integration into day to day WMC operations meeting etc. Keep up Resident relationships Training (technical & operational) Contract Management (tenders) Supply chain set up Safety and Security Manager (replacing soft services mgr.) Change operational strategies
12 Our Story Transition Stage 2 CAFM system Capital Asset plan More Integration into day to day WMC operations Keep up Resident relationships (customer surveys) Benchmarking Audits (BSI, BSRIA & GVA) In House Projects (LED Lighting, Split A/C, Ice Bank, Waste stream segregation etc.)
13 Our Story Stabilisation Successful projects, cutting costs and therefore contributing to sustainability ethos Seamlessly integrated into the Centre s daily life Gained Trust Expanded F.M. into a wider portfolio Contract Management, H&S, Reception & Venue Operational Control
14 Our Story Recognition ISO accreditation in 2009 BIFM In-House Team of the Year 2012 Finalist BIFM Sustainability and Environmental Award 2012 Winner
15 Our Story Future Integration FM operates within a complex web of relationships (RICS research) Management Integration (Matrix Management) Collaboration Contributor Dynamic Lead Group within the centre Training (strategic, technical & operational)
16 Our Story Outsource F.M or In-house? Q. To Outsource F.M. or Carry out In-House FM. A. There is no absolute right or wrong global answer, just.. BEST FIT
17 Our Story Our Building
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