ISS 2020 Vision Future of Service Management | Page 18

thinking and agility to quickly seize opportunities and to integrate new partners as they
emerge.
At the same time, service providers must inspire their partner organizations and their
employees with a sense of purpose. Creating and instilling a shared sense of purpose is
essential, because it empowers employees with the knowledge of what they do and why
they do it. Purpose establishes a common cause that unites the organisation. It is the job of
the organisation and its leaders to provide the employees with meaning and in this context,
purpose can be a driving force to achieve the intended results. 11 Purpose is also a key element
in the attraction, integration and retention of service personnel.
3.1.3 Trends in Service Management
The FM industry revolves around effectively managing and delivering a suite of B2B services
to a diverse set of users, each with their own set of unique challenges, expected business
outcomes and performance objectives. Future of FM Service Management will be about
maximizing human utility, knowledge resources and facility assets. There will be increased
emphasis placed on personalization and on business innovation in FM services. These
developments will lead to an industry transformation.
As reported in ISS 2020 Vision: The Future of Outsourcing and Perspectives for Facility
Management, 12 The four-worlds-of-service model has two axes: 12
• The value dimension: focuses on the efficient management of infrastructure
and assets.
• T
he delivery dimension: At one extreme we have one-to-one, personalized
services aimed at meeting the distinct business challenges of a particular client
organization. At the other extreme is mass customization, where ready-to-use
services and short implementation times are the norm.
Combining these two axes creates a framework that describes four different worlds of
service: 12
• M
anagement: Achieving FM efficiency in a customized environment depends
on adopting the best practices and optimizing processes or exploiting the scale
that a provider can provide.
• M
aintenance: Foregoing personalization enables greater use of standardized
FM solutions. Evolving toward a utility model, the organization achieves efficiency
through scalability, automation and pay-per-use pricing. These are one-to-many
relationships based on a rental approach to FM services.
11 ISS World Services, Traits of Effective Leadership? It’s Driven by Purpose, Service Futures Blog, 2016.
12 ISS World Services, ISS 2020 Vision: Future of Outsourcing and Perspectives for Facility Management, White Book, 2015.
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