This paper aims to provide a practitioner's view as to how property and facilities management professionals, and their colleagues in other operation support areas need to respond to changing customer needs and expectations. The views expressed are based on the author's extensive experience of property strategy, workplace innovation and service management, both as a consultant adviser and more recently in his current position as director of infrastructure operations for PricewaterhouseCoopers in the UK. While recognising the progress that has been made in improving the style, mix and efficiency of office environments, the author argues that these changes must be accompanied by improvements in service delivery. There are three aspects to this. First, closer engagement with the customer, based on a real understanding of business drivers and needs. Second, better integration with the whole operations community acting as one recognising the increasing impact of connectivity and flexible working on accommodation solutions. Third, creating an enhanced customer experience more akin to that of a good restaurant or hotel. This paper should be of interest to professionals who are involved in the planning or implementation of new accommodation or the introduction of new practices such as sharing or hotelling.
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