Tales of the unexpected: Perceptions of excellence shape Facilities Services

Executive Summary We report the first investigation into the views of senior buyers of FM as to Service Excellence. Some perceive excellence as opulence. For them it is too high a standard to aim for - or to be seen by senior management to aim for, - except on particular, customer critical, pathways. Others organizations are pursuing of facilities excellence as part of their organizations’ strategy. They describe having been on or being on a journey beyond the limitations of SLA driven contracts. Our research confirms, again, that consistency of delivery is a required component but that the provision of an unexpected benefit or recovery from failure that can lift the experience of great service to an excellent level: the power of the human touch. Across many interviews the key was seen to be focused around the behaviour and attitude of people, the individuals and teams who are employed to provide the service.