ISS 2020 Vision Future of Service Management | Page 19

• O
ptimization: This is a hybrid, emerging model. It focuses on increasing business
improvement through efficiency, speed and agility by leveraging FM services and
solutions in a shared environment. These are either one-to-many or many-to-
many relationships with payment tied to business transactions. A key outcome is
the optimization of FM solutions and business processes.
• T ransformation: This service model focuses on creating, designing, or supporting
a unique solution so highly customized that the business process is transformed.
These are one-to-one relationships with payment tied to achieving and supporting
business goals; an outcome-based, performance-oriented payment model. A key
outcome of transformation services is the development of highly customized FM
solutions and business processes.
3.2 User-centric service management towards 2020
The user-centric perspective in designing, delivering and managing services has become a
business imperative in the FM industry. The future of work is experiencing rapid change. In
order to design, deliver and manage excellent service, FM providers must understand the
work styles of end-users and the service preferences of end-users.
The mental framework applied in the emerging service archetypes chapter is an example
of how Facility Managers could approach user-centric service delivery towards the future.
This approach will allow the Facility Manager to adopt new service approaches and develop
a facility response that supports end-users in their work pursuits and advances their work
experiences through a two-stage assessment.
High
The
empowered
explorer
The value
creator
The
classic
consumer
Low
The
premium
patron
Service
archetype is
dependent on
context and
situation
High
Human Touch
Service automation
The first stage is an evaluation of how end-users work – their work styles – their user journey
and the services and touch points they require to fulfil their work assignments. The work
styles are as follows: Desk-centric, corridor warrior, on-the-go pro and remote worker. 13
The second stage in the assessment method requires determining the service preferences of
end-users by following the emerging service archetype model. The service archetypes are as
follows: the classic consumer, the empowered explorer, the value creator and the premium
patron.
FM service providers will be required to ask questions like do employees prefer automated
solutions or human interaction and to what degree to they want be involved in the service
provision?
The ability to both understand and assist the end-user through her journey throughout the
workday and to deliver services in the manner she prefers to consume them will set the bar
for Service Management in the FM industry towards the future.
13 Dell, Future Ready Workforce, 2016
17