Facility Management- Achieving the unachievable 5/5 on CSAT- A service provider perspective.

Facility Management- Achieving the unachievable 5/5 on CSAT- A service provider perspective.

99.99966% is 6 sigma which still leaves with 3.4 defects per million opportunities. Achieving 5/5 in terms of client survey for an IFM company performance would require a paradigm shift in our CRM, our talent pool, ground performance, technologies used. When done, gives any company the cutting edge over the competitors in retaining existing business, organic growth, and higher level of job creation for the company. All this translates to increased revenue generation and sustainability of the company.

There is further to the basic principles of client management. Single point of accountability , seamless transfer of process throughout the rhythm of the account, lower delivery cost , optimized roles and responsibilities and optimized specialist involvement added with  better vendor management skills and prudential financial management  can go a long way in achieving 5 on 5.

Achieving 5/5 is greatly dependant on the right mix of people, processes and Technology. Conjunction of a strong visionary leadership, complementary mix of business, technical, functional, problem solving, decision making and interpersonal skills. Effective strategic leadership to manage firm’s resource portfolio, sustaining and effective organization culture and emphasizing on ethical practices will surely ensure hitting the bull’s eye in  customer satisfaction.