Facilities Management and Support Services

Transcription

1 Facilities Management and Support Services Exceptional Service, Exceptional People

2 Our staff are our greatest asset. Building the team to take our business through to the next level continues to be the key to our future success. Ian Entwisle, Chief Executive, Norland World-class service solutions Norland is a leading provider of facilities maintenance and support services in the built environment, operating from a strategic network of regional offices throughout the UK and Ireland. Our dedicated teams of highly trained and experienced staff maintain and enhance the capital assets of major national and global businesses. These range from single floors in multi-occupied buildings to substantial property estates comprising diverse building types and uses. Since its formation in 1984, Norland has achieved consistent annual growth founded on delivering complete customer satisfaction. We deliver a superior, single-source solution for clients property requirements at any time and in any location. Which is why our clients choose to remain with us, year after year. Similarly, our staff retention is among the highest in the industry. Norland employees operate in a stimulating, safe and responsible working environment where they are empowered and accountable. Attracting and investing in the best employees enables Norland to be a market leader through Exceptional Service, Exceptional People. Our strategy To deliver total solutions to meet the needs of our customers in hard services led FM To focus on exceptional performance through responsiveness, innovation and delivery To sell at a price to deliver customers requirements without compromising our quality and standards To create an environment where our people are empowered and accountable for their work and actions To build on customer and employee loyalty

3 How we deliver Norland offers four principal business solutions together with complementary services which can be mixed and matched to fulfil client requirements. These are backed-up by our management and support teams with the skills, expertise and specialist knowledge that are required in a partnership for outstanding service. The principal solutions, which can be used singly or collectively, are: Corporate Services dedicated site-based teams providing facility maintenance for large commercial, industrial and public buildings; Critical Environment Services support and maintenance of mission critical engineering and infrastructure fundamental to a client s business; UK Services centralised operation of a mobile and responsive multi-skilled workforce delivering planned and reactive maintenance; Managed Services using our robust hard services procedures to deliver increased levels of control and accountability over all aspects of facilities operation and maintenance. Complementary services include: Project Services, Energy Matters, ICT Support Solutions and Fabric-Plus Norland s exceptional service is built on: CORPORATE SERVICES CRITICAL ENVIRONMENT SERVICES PROJECT SERVICES Highly skilled and motivated staff Exceptional standards Dedicated supply partners Technology and innovation SERVICES UK MANAGED SERVICES ICT SUPPORT SOLUTIONS Complementary Services FABRIC-PLUS SERVICES MATTERS ENERGY Norland is committed to maximising clients return on investment by managing and enhancing property value while seeking to reduce operating costs. We use our extensive buying power to deliver the best value while embracing the highest quality of service, health, safety and sustainability. All work is undertaken in a transparent and open-book manner, laying the foundation for long-term and mutually beneficial relationships. We have a customer-orientated approach to project delivery and a commitment to teamwork, while remaining focused on the pursuit of innovation and performance excellence.

4 Norland provides the exact blend of experience, quality, service and cost. We have the expertise to manage and maintain our customers property, leaving them to focus on their core business. Divisional MD, Corporate Services, Norland CORPORATE SERVICES Norland offers a highly focused facilities management solution for corporate clients with large and complex building assets. Our dedicated site-based teams deliver a comprehensive range of technical facilities services and workplace enhancement solutions to provide the best possible environment for our clients to conduct their business; and a safe and enjoyable experience for their staff and visitors alike. Through our cultural working practices we have absolute commitment to health and safety and legislative compliance which allows our clients to concentrate, with confidence, on their own core business. To ensure we protect the value of our clients facility assets, our approach is underpinned by two key principles: To support our customers by reducing costs from their operations and adding value to their workplace experience; To optimise efficiency and longevity of the plant, equipment and building. Our corporate service delivery is tailored to integrate with our clients specific requirements and our experience spans most building types and business sectors with particular expertise in: corporate office, banking and financial services, creative and media, insurance, retail, healthcare and pharmaceutical, communications, utilities, leisure and managing agents and property consultants. In addition we have considerable expertise in heritage and listed buildings. During initial discussions we gain a thorough understanding of clients business operations and requirements to deliver tailored value for money solutions. Our service incorporates the entire span of mechanical, electrical and fabric maintenance, from planned and reactive maintenance to major facilities upgrades. After a series of customer-focused workshops our site-based team take on the responsibility of the building or work alongside existing staff, with all the responsibilities and obligations that entails. Employing more than 1,000 specialist personnel, Norland can draw upon the precise numbers and skills required for every situation. These include chartered engineers, CAFM systems managers and highly skilled and equipped tradespeople. Dedicated teams are empowered so swift decisions are made on site by staff who are approachable, accessible and accountable. Each team is backed by the latest in technology, together with an extensive regional network of offices, should additional support be required at any time. We remain proactive throughout the duration of the contract, continually assessing performance to deliver continuous improvement and greater value for the client. Norland can provide the exact blend of experience, quality, service and cost. We have the expertise to manage and maintain clients property, leaving them to focus on their business. Our exacting standards for service delivery are further underpinned by a raft of national accreditation including ISO 9001, 14001, BS OHSAS 18001, NICEIC and GasSafe.

5 CRITICAL ENVIRONMENT SERVICES Norland maintains the mission critical facilities fundamental to a client s business when failure would have a major impact on profit, revenue and reputation. Norland provide a total outsourcing solution for critical environments. This includes M&E, ICT support services, structured cabling, facilities management, energy, projects and specialist services within our CE360 offering. Available around the clock, Norland s specialist staff protect and maintain the complex technical infrastructure of leading institutions in banking and financial services, data centres, telecommunications, broadcasting, manufacturing and research facilities. Harnessing expertise secured over many years, Norland has developed a pioneering approach reducing the operational risk of incidents in a critical environment up to 80%. Instilling and sustaining the correct culture is fundamental to the application and ongoing success of our approach. Norland works with clients to ensure that the whole team is immersed in risk reduction. Change management tools, specialised training and Norland s unique management style will support swift culture change and sustain this over the long term. Research has shown that over 90% of business impacts can be traced to a people or process failure. Taking best practice from nuclear, petrochem and aviation maintenance, Norland has developed a bespoke human factors approach focused on reducing risk through people. Integral to Norland s offering is CERM TM process methodology which, combined with our unique CERMView TM risk management portal, makes a powerful impact on risk awareness and reduction. Customers that demand 24/7 availability will appreciate how a co-ordinated approach to people, processes and technology gives them total peace of mind. CE 360 CE 360

6 We are geographically located to provide an exceptional service to any site in the UK and Ireland. UK Services delivers a national service locally, reliably and consistently. Divisional MD, UK Services, Norland UK SERVICES Norland s UK Services is the ideal solution for clients requiring off-site management presence across multiple sites which operate with a small number of resident or mobile engineers. Controlled and managed from a centralised helpdesk, Norland deploys a mobile and responsive multi-skilled workforce to deliver a first-time-fix, whenever and wherever it is required. Workflow management technology provides a reliable, consistent approach across the business, whatever the client, problem or solution. Operating 24/7, Norland uses state-of-the-art mobile technology to ensure that engineers have the necessary information and resources prior to arrival. Norland staff have the experience and capability to undertake a wide range of tasks, from reactive and planned maintenance to emergency fabric repairs and mechanical breakdowns. Our support team, consisting of chartered engineers and system managers, is always on hand to help with difficult or unusual problems. The service is especially suitable for organisations operating continuously such as: private and public healthcare, emergency services, telecommunications, finance and legal, offices and retail. We use advanced software programs to help target potential plant problems and automate time-consuming processes, reducing administrative burdens and associated costs. Access to energy managers is also available so continuous energy audit, monitoring and targeting can be undertaken to secure greater efficiency. Software programs include: Concept - platform for logging work and reporting contract performance on a real time basis. Web portal - clients have access rights to the Concept system to view a number of reports which can be designed for their needs. Digital dashboard - brings the key service standards to a live summary screen so the client can have a running visual indication of the status and performance. Cognito - jobs are issued to engineers via their PDA which enables the workflow management centre to know which engineers are available, advise accurate arrival times, work status, permits required and update the Concept system. E-logbook solution - web-based logbook which clients can use to see all contract information, such as service report sheets, statutory certificates plus any other information specific to their needs. Norland is committed to providing a rapid response to any problem on any site. UK Services delivers a national service locally, reliably and consistently, the hallmark of the exceptional service experience.

7 MANAGED SERVICES Norland acts as a single-source provider for essential building services to enable a facility and its occupants to function effectively. Using our robust hard services procedures Norland brings increased levels of control and accountability to managed services. Operating across a single brand, Norland offers a wide range of disciplines encompassing all aspects of facilities operation and maintenance, including delivery of: Management services Projects programme management Cleaning services Security services Catering services Internal/external landscaping Waste & recycling services Post/mail room services Porterage Reception services 24/7 helpdesk services Pest control We have a rigorous selection process which identifies supply partners and specialists that share our passion for quality, sustainability and reliability and whose culture matches our own. Suppliers commit to a one team charter which aligns objectives and determines accountability. They are also encouraged to bring forward ideas for innovation and value improvement. Our sub-contractors and suppliers are accredited to the highest standards. Norland s proven and dependable management processes ensures that best practice and the best people are shared across service delivery. Management information and reporting are allied to the increased efficiencies that accrue from administering multiple services from a focused service team. This ensures clients achieve higher standards, minimise risks and lower operating costs. By offering a total business solution integrating energy, fabric and mechanical and electrical services with managed services we release clients from running non-core activities, enabling them to focus on their principal business tasks. Benefits include peace of mind, greater flexibility, consistent quality and reduced overheads. Using our unique service solution, Norland will reduce risk, significantly improve the service delivery experience, streamline administrative burden and overhead, and reduce operating and capital costs. Managed Services Director, Norland

8 Norland complementary services Norland s principal services are designed to meet clients everyday building requirements. For additional security and peace of mind, Norland has developed a portfolio of additional services which may be called upon at any time. PROJECT SERVICES ENERGY MATTERS Norland Project Services is a single-source solution for the design, construction, installation and commissioning of a wide variety of projects. Our nationwide team of project managers has the experience and expertise to ensure that projects are delivered to the required specification, on time and to budget. Working in live environments is a particular skill where tasks are co-ordinated to minimise disruption and inconvenience to existing operations. This can be achieved by phasing work at night or weekends within narrow timeframes. Projects undertaken include: Small building alterations, additions and fit-outs Large-scale refurbishment, new installations and fit-outs Extensive experience of chiller and boiler replacements HVAC system installations Electrical installations Mechanical installations Upgrade and refurbishments BMS Lighting and fire system upgrades Energy services Small-scale construction Building re-stacks/relocation IT cabling Furniture installations Reducing CO 2 emissions is at the forefront of the worldwide political agenda and has led to a significant increase in regulation, covering both public and private sector estates. Norland has the specialist skills to enable clients to meet their legal obligations, as well as underlining their sustainability credentials. We have a proven track record in reducing clients energy costs using our expertise in property and asset management and utilising intelligent analytical software. Significant savings of up to 30% can be derived through good practice and increasing efficiency. We look at the whole building to see where we can optimise plant performance through monitoring, reporting and actively reducing energy usage. We are also able to install combined heat and power schemes and have developed a number of proven strategies to reduce environmental impact and cost. Norland's commitment is underlined by the strength of its energy team. The company has trained more than 150 energy engineers so that every Norland site has an assigned energy professional. By integrating bureau services into our site energy team we are able to give sustainable energy savings whilst ensuring compliance with all legislation. The design and build approach offers the additional benefits of rapid start, maximum speed and zero defects. A seamless handover to Norland s facilities maintenance team also enables smooth commissioning and operation.

9 ICT SUPPORT SOLUTIONS FABRIC-PLUS Norland provides industry-leading ICT support solutions that allow clients to significantly improve service levels, reduce operating and total ownership costs while reducing risk. This leads to a more effective and efficient operation and a critical facility that has improved resilience. The suite of outsourcing options available can be scaled up or down to meet each client s individual needs and is flexible around changes in their business environment. Our offering covers the full cycle of services including strategy, design, project implementation and operations of the information transport systems for critical ICT environments. Our unique processes, tools and expertise guarantees consistent service delivery and performance that dovetails with our clients organisations. Services include: Design and project delivery White space capacity planning (at the cabinet level) Intelligent hands operations Audits, benchmarking and operational insights Norland is actively involved in sharing innovation and best practice through industry associations including the Building Industry Consultants Service International (BICSI) and the Fibreoptic Industry Association (FIA). Norland Fabric-Plus is an innovative planned maintenance service that maintains asset value through a whole life approach to building fabric. The service analyses and forecasts the different levels of usage by space types to reduce reactive calls by up to 80%. Our service and specification-led approach is designed to reduce ownership and occupation costs by minimising voids or dilapidation with the consequent disruption or loss of revenue. Services include: Full compliance with legislation Development of agreed accommodation standards Definition of occupational usage within building assets Fabric inspection walk-rounds with an emphasis on self-reporting of fabric issues Appointment and management of specialist sub-contractors Forward planning of maintenance expenditure to provide greater budget certainty Fabric-Plus uses Norland s highly skilled technicians, together with our supply chain of specialised personnel, to maintain and enhance building assets. Renovations and upgrades are undertaken at a time to suit the client and are completed on a regular basis to avoid the higher costs associated with emergency repairs.

10 Norland s strategy to deliver exceptional service to our customers carries a huge dependency on the capability and delivery of our third party suppliers. Procurement Director, Norland Management support Norland s commitment to exceptional performance is underpinned by the quality of our management and technical capability, both on- and off-site. Only by providing clients with unwavering support at every level can we deliver the exceptional service experience to which we are committed. Our extensive, direct workforce incorporates specialists across every aspect of facilities maintenance. These include chartered engineers, CAFM systems managers and specialist tradesmen. Fully trained staff who are completely versed in our clients business operate our 24/7 helpdesk, enabling reactive calls to be directed to the best placed multi-skilled engineer. Norland provides technical and consultancy support across a whole range of issues: Fabric maintenance Mechanical and electrical services Major projects Quality, health, safety and the environment Energy management Managed services including cleaning, catering etc. Helpdesk services Supply chain Our staff is ably assisted by our qualified and approved supply chain of more than 2,000 partners who share our passion for quality and service. Delivering best value, innovation and performance is at the heart of Norland's supply chain management. We operate a two-tier system of Approved and Preferred suppliers whose performance is rigorously and continuously monitored. Regular dialogue with our supply chain partners including workshops, seminars and strategy days underpins a one team approach. Preferred supplier agreements with our 200 best-in-class suppliers ensure that the best solutions are delivered as a priority to Norland clients. Apprentice training scheme Investing in people is critical for the continued success of any business. Norland has a vibrant apprenticeship programme for those young people with the right attitude, ability and a positive approach to work. Apprentices typically follow a four-year plan which provides a thorough grounding in their chosen profession. The maintenance engineering apprenticeship is the most popular as it reflects Norland s core services while others include electrical, gas and plumbing. Norland works with a variety of providers so that every student receives the appropriate training for each profession. Each apprenticeship consists of a structured programme leading to a recognised qualification as well as supervised on the job training. The importance of quality is stressed from the outset, along with the paramount importance of health and safety.

11 Maintaining exceptional performance through continual improvement in health, safety and environmental management is at the core of our business. The welfare of our people, our customers and our sub-contractors is fundamental to our service delivery and will never be compromised. QHSE Director, Norland Quality, health, safety and environment Norland's industry-leading intranet is the information platform for the company's integrated management system framework, accessible to all employees. The QHSE intranet has many features and provides access to our rules and guidance information, including education and communication resources. Training programmes (including Norland e-learning) are designed to ensure competence and enable continual personal development. These comprehensive courses, which include human behaviour scenarios, are designed to instil a strong teamwork philosophy, and are extended to customers and sub-contractors to participate. National seminars and our QHSE Bulletin service provide informative advice for all employees and customers. Addressing such topics as sustainability and legislative impacts, along with updates in health, safety and environmental management, these seminars and bulletins ensure the teams remain up to date. We measure our performance by a number of indicators ranging from audits and line management inspections through to hazard reporting and accident rate analysis. Using this data we identify objectives for performance enhancement. Norland s robust procedures have been recognised with the RoSPA Gold Award for excellence in health and safety performance in consecutive years. Our work on integrated management processes and both energy and environmental management has enabled savings in our local resource use and global carbon footprint. Norland specialists are actively involved in advising and assisting clients to achieve their own environmental sustainability goals. Responsibility for QHSE is embraced throughout the business under the overall direction and active control of the board of directors. Regular reviews at all levels are designed to enable continual improvement, aligned to the exceptional growth of the company. Norland operates an integrated management system (IMS) which covers the whole of our business, wherever we operate, and is certified by the British Standard Institution to the following standards: PAS 99; Integrated Management (holistic approach to managing business risks - improving efficiency) ISO 9001; Quality Management (enhance service delivery and customer satisfaction) BS OHSAS 18001; Health & Safety Management (eliminate or reduce and control health & safety risks) ISO 14001; Environmental Management (eliminate or reduce and control risks to our environment)

12 Market leader Norland has a passion for excellence and innovation in pursuit of its commitment to exceptional customer service. Recent achievements include: Winner of Datacentre Operational Team of the Year Securing a Gold Award from the Royal Society for the Prevention of Accidents (RoSPA) Being named by BSRIA as one of the top five market leaders in the building services contract maintenance and support services sector Listed in The Sunday Times Top Track 250 at number 141. This is a ranking of Britain s mid-market private companies, based on sales, in their latest available audited accounts Achieved 15th place in the UK list of the Europe 500 a list of the top sustainable growth companies in Europe identified by their absolute and relative growth in employees Awarded Training Initiative of the Year 2010 by H&V News for our industry-leading Fast Track to Contract Manager Programme (CMP). Our vision To be a Market Leader through Exceptional Service and Exceptional People. Everything we do is focused on ensuring Norland is the supplier of choice in the facilities maintenance sector. Training and development Our commitment to training is second to none and our training hours per employee is twice the industry norm. We were winners of the Training Initiative of the Year 2010 award by H&V News, demonstrating that our commitment to staff development is recognised across the industry. Employees receive a wide range of training which is tailored to their role within the company. There are no barriers to advancement and management encourage personal development so that our employees are empowered and accountable in pursuit of our clients business. In addition, Norland has significant experience of transferring staff through the TUPE process, with around 40% of our staff having transferred to us on acquisition of new contracts. We ensure that an experienced team leads the transfer and new employees are trained to understand Norland s culture and expectations. This allows our managers to instil Norland processes and methodologies to deliver exceptional standards of service from the outset. Social responsibility and the community We seek to continuously improve the ways in which we contribute directly and indirectly to the general well-being of the communities within which we work. Our staff are encouraged and supported to be involved with community programmes, especially in partnership with our clients, and to see the positive benefits of making a difference. The composition of our workforce and our active support of them, in teams and as individuals, reflects our commitment to our people and the communities they work within. Our focus on lifelong learning reinforces Norland s passion for Exceptional People and Exceptional Service.

13 Exceptional Service, Exceptional People Norland believes that exceptional service can only be delivered by exceptional people across every level of the business. We attract and retain the best people by training and rewarding them well and by providing a stimulating and challenging working environment where the potential of each can be fulfiled. We value our people and the contribution they make to our business. The majority of our business leaders and our Board of Directors have been promoted internally into their current roles. This policy is set to continue with Norland s unique relationship with the Institute of Leadership and Management (ILM). Most of our managers have completed in-house ILM programmes which have been specifically tailored to meet Norland s needs. These programmes empower staff from team leaders to directors with the confidence and skills to effectively manage their people. Norland has a culture of recognising and rewarding our staff formally and informally. These include local managers running contract-based recognition schemes and the Exceptional Awards which take place twice a year. This enables staff to nominate colleagues or teams who have demonstrated exceptional service levels, and be recognised formally.

14 Norland delivers on its promises to continually improve and innovate over the lifetime of a contract. Maintaining that level of service and commitment to the client is fundamental to our business. Ian Entwisle, Chief Executive, Norland

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16 Norland Managed Services Ltd City Bridge House 57 Southwark Street London SE1 1RU t: f: e: w: Local support offices throughout the UK and Ireland. MIX Board from responsible sources C This brochure is printed using environmental management controls ISO Cover and inside pages printed on 9lives 55 Silk, produced with 55% recycled fibre from both pre- and post-consumer sources, together with 45% FSC certified virgin fibre from well managed forest Norland Managed Services Ltd. All rights reserved. Information is for guidance only.