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FM Inspired - Curiouser & Curiouser: Come and join me on the journey down the B&Q FM rabbit hole


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B&Q - Adam Mason
Property FM Manager

I would like to take you on the wonderful and strange journey of how we took B&Q’s FM department from a non-performing department with an none compliant estate, to a supportive, integrated, performance and customer focuses department that has been nominated for two internal team awards and now is respected as a source of support, advice and guidance.

Published in: Real Estate
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FM Inspired - Curiouser & Curiouser: Come and join me on the journey down the B&Q FM rabbit hole

  1. 1. Down the FM Rabbit Hole April 2016 by Adam Mason
  2. 2. Who’s Who FM Manager SLA’s KPI’s Contractors Purchasing Customers Board Intelligence
  3. 3. The rabbit-hole went straight on like a tunnel for some way, and then dipped suddenly down, so suddenly that Alice had not a moment to think about stopping herself before she found herself falling down a very deep well.
  4. 4. 'You've begun wrong!' cried Tweedledum 'Who are you?' said the Caterpillar. This was not an encouraging opening for a conversation. Alice replied, rather shyly, 'I—I hardly know, sir, just at present— at least I know who I was when I got up this morning, but I think I must have been changed several times since then.'
  5. 5. “One day Alice came to a fork in the road and saw a Cheshire cat in a tree. ‘Which road do I take?’ she asked. ‘Where do you want to go?’ was his response. ‘I don’t know,’ Alice answered. ‘Then,’ said the cat, ‘it doesn’t matter.”
  6. 6. “Take some more tea," the March Hare said to Alice, very earnestly. "I've had nothing yet," Alice replied in an offended tone, "so I can't take more." "You mean you can't take less," said the Hatter: "it's very easy to take more than nothing." "Nobody asked your opinion," said Alice.” Speak English!’ said the Eaglet. `I don’t know the meaning of half those long words, and, what’s more, I don’t believe you do either!‘
  7. 7. Well, some go this way, and some go that way. But as for me, myself, personally, I prefer the short-cut.
  8. 8. Off with her head!!!!
  9. 9. She yells at herself to wake up ... and she does
  10. 10. Our Vision & Purpose
  11. 11. Facilities Management Team - Store Maintenance Survey Our Vision Our Purpose Name Store 1 From a customer perspective, how do you rate the overall maintenance of your store 1 = poor ; 10 = excellent 1-10 sliding scale 2 How do you rate our response to your maintenance issues? Excellent Improving Good Poor 3 Which asset most affects the customer journey in your store? Auto Doors Car Park (pot holes / White-lining) Retail Heating Signage (external not POS) Lighting Customer Toilets 4 Which asset most affects your staff wellbeing? Heating / cooling Back of House Lighting Decoration Staff Toilets 5 Which other assets cause you the most difficulty? Please pick maximum of 2 Flooring Drainage PA system Decoration Roof Cash Tube Landscaping Fire alarm Garden Irrigation External cleaning Smoke Vents Entrance / Exit Mats Roller shutters / fast doors Sprinkler System BMS (Trend etc - where applicable) 6 Energy Do you believe you have good practices in store for managing your energy usage? Yes No Do you think you would find time to use an interactive energy management system? Yes No We may contact you to follow up on this survey. What is the best number to contact you on:- Free text The Facilities Management Team look after the on-going maintenance in your store providing planned maintenance, reactive works and the store maintenance Helpdesk. We also look after energy and water and can help with advise on reducing consumption of these utilities. Recognised for delivering a 'World Class' service that creates and maintains the best environments for all, whilst influencing and inspiring change To support the transformation of B&Q into the best place for our customers to shop and our colleagues to work Could you please spend a few moments to answer the 6 questions below to help us improve our service to you:-
  12. 12. Start right put your customer and team at the heart of your FM strategy…… Thank You Any Questions?