Strategic Advice: Benchmarking
Benchmarking within the FM industry is a process whereby the services delivered to support the core business operate efficiently at the right cost and are delivered effectively at the right quality while achieving value for money. This makes Benchmarking any process or service in today's environment critical to the success of the core business.
GTFM's experience in benchmarking non-core support services is considerable, to the extent that our comprehensive database compiled from the many projects completed for our large blue chip client base provides the detailed information necessary to complete almost any benchmarking exercise. This coupled with the resources that are required to interpolate the extensive data available from external professional bodies enable GTFM to provide a detailed report which will enable the client to establish how your organisation currently operates in relation to best practice. The information contained within the report will identify areas for improvement that will then form the basis for implementation strategies
The first step in the benchmarking process is to establish the methodology of the services that are currently being delivered and at what cost. GTFM would with the co-operation of the client carry out extensive analysis of:
- The Core Business to establish support service requirements.
- Existing contract documentation including scope of works, risk appointment and costs.
- Current details of buildings where services are being delivered.
- Historical data relating to performance, help desk, failures etc.
- Existing problems with the service from both client and service provider's viewpoints.
- Client expectations.
On completion of the data collection exercise the current performance can be benchmarked against our own database and current industry best practice to establish in terms of cost and quality the level of service being provided in relation to comparable organisations (peer group).
It is important that in evaluating the level of service being delivered and the service level required, factors other than cost and quality should be considered. These could include :
- Impact on the core business.
- Customer satisfaction both internally and externally.
- Importance of staff retention.
- Health & Safety requirements.