ISS 2020 Vision Future of Service Management | Page 85

Desk-centric
Corridor warrior
On-the-go pro
Remote worker
Integration of work
In the office
Out of office
Figure 34: Stage 1 – Continuum of work styles
A classical approach toward segmentation of the end-users in FM is structured around location
and degree of mobility. The end-users have distinct work styles as outlined below. These work
styles are defined by their location – either office-centric or non-office-centric – and degree
of mobility in their work processes – either fixed or dynamic (section 3.1). These parameters
are in many ways determined by organizational culture, roles and job responsibilities, yet
represent the general work tendencies among knowledge workers. End-users can shift in
an out of different work styles depending on work requirements. Regardless of their typical
work styles, each user also holds certain service preferences they expect to receive whether
they are desk-centric one week and an on-the-go pro the following week (see sections 3.2).
6.1 Work styles and user journeys
The following presents the four work styles that can be found in organizations towards
2020 and beyond. Each end-user has daily journeys and interacts with different service touch
points that need to be supported by the FM service provider. The following pages outline the
four work styles and examples of their typical daily journey:
• Desk-centric: The desk-centric worker spends most of their time at their
designated workstation. They tend to rely on traditional work processes and
formal workplace structures. The work processes and work modes of the
desk-centric worker are relatively simple, straightforward and predictable. The
challenge with desk-centric workers is keeping them in the building beyond
office hours, as many companies strive to do in a 24/7 work beat.
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