Conference copenhagen 29th of may 2008 experience level agreement

Marcel Broumels NHTV university of applied Sciences, The Netherlands page 01 Experience level agreement project “FOM SERVICES TO EXPERIENCES” 28 th of March 2008, Copenhagen

Marcel Broumels NHTV university of applied Sciences, The Netherlands page 02 “ Can the Facility Manager improve his relationship with the customer by looking further into the real (subconscious) experiences & expectations from his end-user?” General research question;

Qualitative research in the Netherlands - Research in Dutch Facility management work field by means of expert interviews. - Laddering interviews by fifteen participants of four different types of organisations in the Netherlands. Research approach Marcel Broumels NHTV university of applied Sciences, The Netherlands page 03 Qualitative research in Belgium, England, Scotland and Spain Research in foreign countries to include important data which is based on working from the experience perspective.

Marcel Broumels NHTV university of applied Sciences, The Netherlands page 04 Participating companies

Marcel Broumels NHTV university of applied Sciences, The Netherlands page 05 Laddering results; based on the relationship with FM

Marcel Broumels NHTV university of applied Sciences, The Netherlands page 06 The environment

Marcel Broumels NHTV university of applied Sciences, The Netherlands page 07 Ambition & Responsibility

Marcel Broumels NHTV university of applied Sciences, The Netherlands page 08 Professionalism

Marcel Broumels NHTV university of applied Sciences, The Netherlands page 09 Support

Conclusion
Facility managers focus on
- delivering the best services for the lowest cost,
- controlling their performance, - informing and measuring their own products
and services in relation with their end-user
Marcel Broumels NHTV university of applied Sciences, The Netherlands page 10 This implicates that the facility management department needs to focus on using products and services as tools to create supportive experiences towards the end-user next to delivering them.
By contrast, the end-users showed high interest
in the total experience of the facility management department

Authenticity Co-creation Shared-values Positivity Reactive to pro-active Identity FM department Marcel Broumels NHTV university of applied Sciences, The Netherlands page 11 Issues that seem to influence a supportive experience, in the opinion of the project group;

Marcel Broumels NHTV university of applied Sciences, The Netherlands page 07 Questions? Please do not hesitate to ask..!! or visit my website.. Marcel Broumels [email_address] http://www.broumels.com

Conference copenhagen 29th of may 2008 experience level agreement

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