ISS 2020 Vision Future of Service Management | Página 86

• Corridor warrior: The corridor warriors are agile employees that spend the day
moving from desk to meetings and beyond. They are active in the workplace
and their movement needs to be supported as they transition between different
settings throughout building and their work day.
• On-the-go pro: The on-the-go pro is a mobile employee with flexible work
processes. They rely on a high degree of autonomy when it comes to work times,
locations and some decision-making. There are few places where knowledge
workers cannot perform their work, as the exponential development of
information and communication technologies (ICT) drives new work practices,
greater mobility and virtual/remote work – things that are adopted and practiced
by the empowered explorer. They are “mobile in the moment” – the office is
where they put their computer or use their devices. When they are in the office,
they tend to be mobile workers, actively using all of the space around them for
any number of tasks. They tend to be outcome-oriented and measure success in
terms of outcomes achieved and less in terms of input (hours worked) or output
(an amount produced or number of sales).
• Remote worker: Remote workers work out of a variety of settings – home
environments, co-working locations and coffee shops.
In the future, buyers of facility services will assess service providers according to their ability
to fulfil service requirements of the four aforementioned work styles at specific touch points
in their user journey. Figure 35 outlines the general user journey and service touch points of
each work style.
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