One Step Re-Engineering

Staying competitive in your marketplace means you must constantly look inward and examine the opportunities to improve processes, systems and ultimately, results.

Outsourcing a business process is a quicker, more effective way of achieving the same, or even better, results as reengineering.

The Outsourcing Institute considers outsourcing to be a central management tool for the fundamental reengineering and reenergizing of businesses, and have found that accelerated reengineering benefits is one of the top ten reasons companies outsource non-core business processes.

Serving Up Quality

78% of facility managers agree that getting the correct level of service is the biggest challenge in their outsourcing initiative, according to IFMA’s Research Report #27

This statistic suggests significant gaps in outsourcing implementation. The most likely reasons for this problem include poorly defined service levels in the outsourcing contract, a performance issue with the service provider or ineffective management of the outsourced relationship.

Regardless of the root cause, the challenge identified by 78% of facility managers can be solved by defining service levels, implementing performance management and establishing effective contract management.

These three elements should be put in place before implementing an outsourcing relationship, but you can still implement them with your current service provider or plan them for the next renewal or re-tender. In fact, these techniques can even be applied to subcontracted and in-house services.


I see a trend when talking with senior facility and property professionals about their processes and systems. The trend is a lack of visibility into crucial aspects of their costs and activities. While they may have implemented systems and processes for managing their facilities, visibility into is often lacking. Visibility (in the form of management…

A Great PM Expo Seminar!

My seminar at PM Expo attracted a diverse crowd, with lots of interest. The audience of government and private sector representatives included both corporate facilities and commercial property management professionals. Some of them are outsourced, but mostly they out-task services. While the session was billed as an Outsourcing seminar, the techiques can be applied to…

The Stay Back Team – Making Outsourcing Work

Successful outsourcing doesn’t just mean selecting the right service provider; you also need an effective Stay Back Team (SBT) in place. The SBT is the cornerstone of any outsourcing initiative and is an important link between your corporation’s business and the service provider, not only from the onset of the RFP process and ensuing re-organization when the contract is awarded, but also for ongoing management of the services.

Leading Practices

Some recent discussions with senior facility managers at an IFMA networking event really hit home. In my latest article, which appears in the September issue of Canadian Facility Management and Design, I talk about implementing leading practices used by the largest and most successful professional FM companies. I never realized how much this would resonate…

Update your Contract Management

Have you updated your contract management yet? Contract management is moving from legal terms and specifications to an important tool between you and your service provider to ensure success. I see a lot of old contracts still being used that are difficult to follow, are unclear on deliverables beyond technical specifications, don’t provide the purchaser…