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FM CRM
The document discusses the strategies and standards in facilities management (fm), focusing on benchmarking, procurement, and operations optimization. It highlights market potential in Europe and GCC, details the value lifecycle, and emphasizes customer alignment and quality management. Additionally, it outlines a keyword strategy for lead generation and various service packages within facilities management.
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FM CRM
- 1. Notes on FMCRMNotes on FM CRM AdilAdil AbdallaAbdalla March 2011March 2011
- 3. Benchmarking & Standardization FacilitiesFacilities ManagementManagement StrategyStrategy FacilitiesFacilities ManagementManagement ProcurementProcurement FacilitiesFacilities ManagementManagement FrameworkFramework FacilitiesFacilities ManagementManagement OperationsOperations Service Optimization Prequalification FM OperationsStandardizationOptimization Corporate Quality Manual Prequalification Operations Strategy &Branding Award & Mobilization Operations Quality Manual Tendering FM Quality Manual
- 5. Development of ServicePortfolio Europe $ 22 Billions by 2011 GCC $ 900 Billions by 2030 2121stst CenturyCentury Immature Market Mature Market OperatingMargin +15% SingleSingle Bundle ServiceBundle Service ProvidersProviders II--FM CompaniesFM Companies Time+/- 0% Life Cycle of 20Life Cycle of 20 ConstructionConstruction Value@1Value@1 FM value @ 5FM value @ 5 1:5:20 Role1:5:20 Role FM ResourcesFM Resources PeoplePeople SoftSoft ManagementManagement EquipmentEquipment LiquidityLiquidity 55--33--2 Role2 Role ConsumablesConsumables 50%50% 20%20%30%30%
- 6. 20% 35%20% 25% Market Share Public CorporatesCommercial Private 35% 25% 20% 15% 5% Target Quality Tier-1 Tier-2 Tier-3 Tier-4 Tier-5 25% 40% 20% 15% Marketing Tools Flayers e-Mart Ads One-to-one 25% 60% 10% 5% Service Expectations Convenience Cheapest Auditability Attire
- 7. Industry ExperienceIndustry Experience QualityImplementationsQuality Implementations Management CompetencesManagement Competences ProfessionalismProfessionalism HandsHands--onon--thethe--TradeTrade Corporate IntegrityCorporate Integrity Process MappingProcess Mapping
- 8. Standardization of Cost Optimization Emphasison Operations’ CSFs Develop Flexible SLA “Pay As Served” Operations ExcellenceOperations Excellence Strategic OrientationStrategic Orientation SustainabilitySustainability Customer AlignmentCustomer Alignment Frozen BaselinesFrozen Baselines Branding FocusBranding Focus Improve KPIs’ Incorporations in SLAs Empowerment of Corporate Culture Target the Diagonal Growth Develop Integration of Service Contracts Advocacy for Active Customers Innovative CSR Programs Operations ExcellenceOperations Excellence Strategic OrientationStrategic Orientation SustainabilitySustainability Service OptimizationService Optimization Corporate ExcellenceCorporate Excellence Customer LoyaltyCustomer Loyalty
- 9. 1,000,000 1,200,000 1,400,000 1,600,000 Initial Budget YearOne 0 200,000 400,000 600,000 800,000 1 2 3 4 5 6 7 8 9 10 11 12 Investment Conracts CAPEX OPEX Projects Salaries
- 11. Health & Safety FireSafety Security MaintenanceMaintenance Systems Periodic Statuary Testing & Inspection Operational Service Commercial Property Management Business Continuity Planning
- 12. Step 1: Definea Keyword StrategyStep 1: Define a Keyword Strategy Step 2: Optimize Your WebsiteStep 2: Optimize Your Website Step 3: How to Convert an eStep 3: How to Convert an e--Visitor to LeadVisitor to Lead Step 4: Blogging & Content CreationStep 4: Blogging & Content Creation Step 5: Promoting Content in Social MediaStep 5: Promoting Content in Social Media Step 6: Lead NurturingStep 6: Lead Nurturing Step 7: Analysis & RefineStep 7: Analysis & Refine
- 14. Landlord Management Managerof Association R E Investor (Single Owner) R E Developer (Multiple Owners) End Users End Users Facilities Management Service End Users End Users FMFM CMCM
- 15. Association Manager Owner Representative PropertyManager Community Advocate
- 16. HSSEHSSE PackagesPackages EngineeringEngineering PackagesPackages SoftSoft PackagesPackages Landscape & Gardens Housekeeping Service BMS Management Engineering Management Health Management Safety Management TierOneTierOne TierThreeTierThree Reception & FrontOffice Façade Cleaning Specialized Cleaning Plant Management ICT Management AV Systems Service Environmental Management Security Management Pest Control Service LookLook & Feel Feel TierTwo
- 17. Clients Landlord CR Mgt PlanningOperations SatisfactionQualityManualClients FM Provider Call Center Operations Satisfaction KPI CAX Quality Manual
- 19. Only Manage Datanot People..!!Only Manage Data not People..!! Not Necessary for all Staff..!!Not Necessary for all Staff..!! Indispensible Human Touch..!!Indispensible Human Touch..!!Indispensible Human Touch..!!Indispensible Human Touch..!! Evolution of Corporate Cultural..!!Evolution of Corporate Cultural..!! Try the Social CRM..!!Try the Social CRM..!!
- 21. Booking for theService SLA E-Mail Verbal Delivering the Service Post Service Care Phone
- 22. Service Delivery Operations Level ManagementLevel Corporate Level
- 23. Thank You..!Thank You..!ThankYou..!Thank You..!Thank You..!Thank You..!Thank You..!Thank You..!