ISS 2020 Vision Future of Service Management | Page 27

culture with a shared sense of purpose that drives employee engagement within the FM
service provider.
Driving purpose is an essential first step because it enables employees to know 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. 22
Service Management
Mission,
Vision,
Values
Leadership
Principles
Service
Culture
Customer
Intelligence
Account
Manag-
ment
Norms &
Habits
Customer
Experience
Continuous
Improvements
Customer
Results
End-user
Purpose
Employee Employee
Engagement Attitude
HR
Processes
Service
Quality
Service
Performance
Service
Strategy
Figure 5: Service Management model, Andersen M. & Ankerstjerne P. (Source: Service Management 3.0
- Linking Customer Experience with Employee Engagement, 2015)
In the FM industry, the end-users and buyers are separate and the service delivery has to take
this into consideration. Whereas the purpose of the service is to deliver value to the end-user,
the buyer is the one with whom the FM service provider negotiates, enters into and renews
the contract.
The future of Service Management will benefit from technology in measuring the end-
users behaviour, needs and satisfaction levels. These measures should also be applied when
negotiating with the buyer in an effort to continuously improve service levels.
22 ISS World Services, Traits of Effective Leadership? It’s Driven by Purpose, Service Futures Blog, 2016.
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