ISS 2020 Vision Future of Service Management | Page 102

Wow!
Self-
actualization
Esteem needs
Growth
What I expect
Relatedness
Belongingness needs
Safety needs
What I
deserve
Existance
Physiological needs
Figure 38: Excellence in service futures (Source: ISS, 2014)
The pressures of the FM environment have rendered the notion of excellent service, in many
experts’ opinions, an unrealistic expectation, not viable from a cost perspective, especially
concerning the most highly commoditized offerings. 123 However, the progression of economic
value is making excellent service a key differentiator in a hyper-competitive environment – in
most Western countries, service accounts for more than 75% of GDP. 124 Consumers might
not find physical products differentiated, making the service elements and service attributes
the place to establish a competitive advantage.
The cost challenge is something FM service providers must overcome as they strive to become
not only best in class, but world class. As such, user perception remains an important part of
the equation – excellent service is defined as user perception minus expectation.
7.2 Service landscape: Social listening & creating service “situationism”
Gaining a deep understanding of the changes occurring within the service landscape will
require service providers to think more like anthropologists – observing and studying the
various aspects of human behaviour, social norms and cultural values. 125 Likewise, engaging
in social listening – the process of monitoring and tracking conversations around specific
phrases, words, topics and brands, and leveraging them to uncover opportunities and identify
potential blind spots. Given that the rate of industry convergence is increasing, FM service
providers should scan their external environment and look beyond their immediate industries
in order to gain inspiration and valuable insights into innovations from other industries that
can be replicated in FM service design.
123 Price, I., McCarroll, P., and Thompson, P., Defining Service Excellence in Facility Management, ISS White Paper, ISS World
Services, 2014.
124 Andersen, M., and Ankerstjerne, P., Service Management 3.0 – The Next Generation of Service, ISS White Paper, ISS World
Services, 2014.
125 Bechmann, S., Staffeldt, S., ISS 2020 Vision: Future of Service Management, 2016.
100