By their nature, larger companies in the FM marketplace suffer from complex structures, and the larger they are the more likely it is that silos will start to emerge around business units and functions. When that happens, people start to work for the benefit of their immediate group, not the organization as a whole.
Instead of the silo approach, and by embracing 21st century technology and agile thinking, we have challenged our management teams to embrace the ‘marzipan layer’ thinking that cuts across all service lines and departments. By a collaborative approach to inter-departmental communications, there have been numerous tangible benefits:
- Improved customer experience such as seamless access to multiple products and services from across the corporation.
- Cost effective solutions that add to, or substitute for the core offering.
- More effective service that saves time (through faster decision making) and money (from resource sharing, knowledge transfer, and lower interaction costs).
- Greater innovation thanks to the cross-pollination of ideas and the removal of silo boundaries.
- Swift decision making leading to operational effectiveness and issue resolution.
One of the other key benefits of our agility, is the involvement of owner managed decision makers. Making good decisions faster, without red tape, or referrals up the chain of command, results in dynamic attitudes and reduces the frustration factor.
So what? Well, after 25 years, we have yet to lose a contract as a result of poor service, so I guess that speaks for itself.
- Andrew Harper, CEO.