ISS 2020 Vision Future of Service Management | Page 84

6. User-centric service management towards 2020
The competitive advantage of a future company is its customer base – the trust it has
with its customers and the quality of these relationships. Conventional wisdom in
Services Management states that you strive for satisfaction, loyalty, and profit; that is
still valid. But a good relationship with your customer is something that can satisfy all
of these things, while also creating new opportunities. 113
Christian Coenen
The user-centric perspective in designing, delivering and managing services has become a
business imperative in FM and related industries. The future of work is one of the areas
in modern life that is experiencing some of the most rapid changes, with the office now
representing a space where individuals are spending upwards of one third of their time. It is
more important than ever for FM service providers to understand:
• The work styles of end-users and;
• The service preferences of end-users.
Building on the trends and drivers described in chapter 2, the following chapter is an example
of a mental framework for applying a user-centric approach in Service Management in the
FM context. This approach will allow you to adopt new service approaches and develop
a facility response that supports end-users in their work pursuits and advances their work
experiences.
It follows a two-stage assessment. The first stage is an evaluation of how end-users work –
their work styles (see figure 34), their user journey and the services and touch points they
require to fulfil their work assignments (see figure 35, A - D). The work styles are as follows:
Desk-centric, corridor warrior, on-the-go pro and remote worker. 114
The second stage in the assessment method requires determining the service preferences
of end-users by following the emerging service archetype model (see figure 36). 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 classic
consumers require the human touch or do they prefer automated solutions? What about
the empowered explorer? 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.
As foundational FM services continue towards commoditization, service providers must
enter new commercial spaces that aid users in realizing their more immaterial needs with
high quality experiences – conventional FM services like quality cleaning will be expected by
all users. The workplace user journeys and emerging service expectations described in the
coming pages necessitate that FM providers go above and beyond conventional FM services
and build on these service offerings to add even greater value.
113 Coenen, C., ISS 2020 Vision: Future of Service Management, 2016.
114 Dell, Future Ready Workforce, futurereadyworkforce.dell.com, 2016
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