ISS 2020 Vision Future of Service Management | Seite 63

by
ate
he
gh
Towards 2020 and beyond, the types of arrangements between service actors will fall on
a spectrum of emerging sourcing approaches. ISS 2020 Vision: Future of Outsourcing and
Perspectives for Facility Management identified five sourcing approaches that reflect new
ways outsourcing partners will interact in order to deliver value to end-users: 81 Such models
include crowd sourcing, solution sourcing, network sourcing, co-sourcing and mesh sourcing.
On the one hand, service provider relationships will increasingly be characterized by a
2020 Vision
collaborative, ISS interdependent
approach, and on the other hand, they will be driven by a
New Ways of Working - the workplace of the future
demand
for informal, yet practical and pragmatic solutions that are more transactional in
nature. 82
ISS 2020 Vision
Future of Outsourcing
and Perspectives for Facility Management
Facility Management can align workplaces with the organizations’ increasing pace of change.
To do so, the future role of FM will need to include new innovative service concepts that go
beyond solely looking at the workspace as an opportunity for reducing operating cost.
Moving beyond 2020, megatrends are reshaping outsourcing in several ways. New models of collaboration
are emerging, and we are shifting towards business propositions rooted in relationships and outcomes,
rather than transactions and inputs.
The ISS 2020 Vision report: New Ways of Working – the workplace of the future analyzes the strategic
themes shaping the future workplace strategies. It also provides a framework for identifying the role
of Facility Management in helping develop an organization’s workplace strategy given the competitive
context, strategy, brand, culture, and existing workplaces.
The future of outsourcing will be characterized by a high degree of collaboration in order to boost global
competitiveness. Outsourcing is evolving to accommodate new market needs and the growing complexity
of the challenges that will continue to face businesses in the future. Organizations will be demanding
more from Facility Management as they come to realize the strategic value of work, workforce and
workplace in enabling organizational transformation.
Service providers will be increasingly required to manage multiplicity with efficiency. This
means, offering greater flexibility through things like pay-as-you-go or subscription-based
models and open contracts, while at the same time creating the opportunity for deep
collaboration. Regardless of the nature of the engagement, establishing strong relationships
with those in the new service value network will be more important for delivering excellent
service in the future. The changing dynamics among service actors, however, will pose several
challenges in Service Management.
White Book
29-03-2016 14:50:11
For one, service providers will be challenged in managing a greater number of more complex
partnerships among a more diverse group of stakeholders, including end-users. As outlined
in figure 27, transparency, trust and the alignment of organizational values with partners to
create shared purpose will be and time consuming. Establishing consensus, articulating and
communicating clear goals of the partnership arrangement, as well as establishing consensus
in co-creation processes, will require a degree of willingness and investment from all parties
involved. One of the key competencies of service companies will be the ability to manage
partnerships – the ability to merge data driven insights and to manage the user experience
across partnerships.
81 ISS World Services, ISS 2020 Vision: Future of Outsourcing and Perspectives for Facility Management, White Book, 2015.
82 ISS World Services, ISS 2020 Vision: Future of Outsourcing and Perspectives for Facility Management, White Book, 2015.
61