ISS 2020 Vision Future of Service Management | Seite 96

their challenges and reducing the complexity in their work processes and work journey in
order to fulfil their responsibilities through a curated blend of automated, digital and human
support services. The nature of challenges facing the premium patron are constantly changing
and evolving. However, the methods used to address them, managerially, have remained
static. Service providers should reflect on the conditions needed for leadership to flourish in
more advanced work processes and complex networks in order to identify opportunities in
which value can be added.
Service touch points & actors
The premium patron is a visionary individual, busy putting plans into action. They typically
work long days with an imbalance between their private, personal interests and professional
obligations. Yet, the premium patron is a dedicated and passionate leader. From a service
perspective, they require as much logistical planning as they do luxury amenities given their
high status, wide sphere of influence and resource availability. Their demands are high and
their busy schedule and professional responsibilities leave little room for error among service
support teams. They tend to leverage all human and technological resources available to
them in order to streamline processes and reduce complexity in their endeavours.
Service professionals engaging with the premium patron must be attentive and agile
performers. The premium patron takes full advantage of certain “worktivity” amenities 117
offered by the team of service staff. This includes things like dry cleaning, day care, car
washes, etc.
Implications for FM
The premium patron just wants things to function and be error free. They want to think as
little as possible about things that are irrelevant for their current task. They don’t necessarily
need the human touch, but if there is a problem, they need someone to resolve the issue
quickly. They expect service providers to develop and deliver end-to-end service solutions.
Their lives are hectic and work has fully merged with their private lives, so it is best to provide
end-to-end service solutions for this group – they want services that cut across work settings
and expect Facility Managers to provide them. This could even include providing services
for private households and homework settings. This could include their home into a service
solution, including cleaning, gardening, laundry, day-care for children, etc.
117 ISS World Services, ISS 2020 Vision: Future of Outsourcing and Perspectives for Facility Management, White Book, 2015.
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