Customer Outsourcing

FM Buyer and Provider Relationships are Challenged

Buyer and provider relationships within the Facilities Management (FM) sector will be challenged on several fronts in 2017. End-users are pushing for improvement in baseline costs and efficiencies while reviewing service level agreements (SLAs) that include stricter key performance indicators (KPIs). This was one of the key findings in the 2017 Facilities Management South Africa Survey released by Knowledge Executive. The report also revealed that FM service providers, consultants and end-users collectively determined that improving communications, working together as a team and aligning strategies and plans were critical to improving outsourced relationships.

Financial savings, service level improvements and the ability to self deliver, all top the list of important criteria for successful client and provider relationships. Clients also look for improvements in sustainability and in-house quality, while placing strong emphasis on the need for providers to have access to best practice and technical expertise. This video explains further.

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