ISS 2020 Vision Future of Service Management | 页面 20

The FM service provider must balance end-user needs with services that also add value to the
core organization – the buyer. Some of the key considerations to be addressed in subsequent
sections are as follows:
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ow does each emerging service archetype define excellent service?
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What are the service expectations of each emerging service archetype?
What does the user journey look like for each emerging service archetype?
What touch points are necessary for each emerging service archetype?
What talent or competencies are required to service each emerging service

archetype?
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What partnerships are required for each emerging service archetype? What
emerging sourcing models are most appropriate?
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How do you achieve a high degree of employee engagement among each
emerging service archetype?
3.3 Applying Service Management
Due to the continued evolution of the service landscape and emergence of new user
archetypes, Service Management will become of greater strategic importance with innovation
playing a critical role. Making the right strategic decisions requires that organizations
harness the tools available to them in order to better understand the needs of users and
regularly revisit the service objectives that allow them to exceed expectations and deliver
excellent service. This involves greater social listening, creative planning, new networking and
innovative interfacing, as outlined below.
3.3.1 Service excellence
Excellence in service futures requires agility, relevance, and dynamism – service providers must
be prepared and equipped to encounter all emerging service archetypes within any given
setting. Service excellence will be about quality, timeliness and consistency 14 while interacting
with even more diverse groups, each with their own disparate needs. Research indicates that
for many, excellence represented a seamless, hassle-free experience as well as effectively
handling a problem. 14
3.3.2 Service landscape: Social listening & creating service “situationism”
Service will be even more situational. 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. 15 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
14 Price, I., McCarroll, P., and Thompson, P., Defining Service Excellence in Facility Management, ISS White Paper, ISS World
Services, 2014.
15 Bechmann, S., Staffeldt, S., ISS 2020 Vision: Future of Service Management, 2016.
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