How Soft FM Services Are Redefining Facility Management
Facility Management (or the Swedish translation of the word; property management or facilities management) has traditionally been considered a discipline focused on the maintenance and management of physical assets, including buildings, equipment, and infrastructure. However, the modern workplace has evolved, and with the expectations and demands of employees, customers and other stakeholders. As a result, the focus has shifted toward soft services, which prioritize people and their experiences. This article explores how soft services are redefining Facility Management and why they are becoming increasingly important in creating the best workplace experience.
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Definition of Soft Services in Facility Management
Soft services refers to the non-technical aspects of property management and focuses primarily on improving the work environment and improving the overall experience for employees and visitors.
These services may include cleaning, security, catering, waste management and other service services such as reception and mail handling. While these services may not appear to be directly linked to the core business, they play a critical role in shaping the workplace experience, promoting employee well-being, and creating a positive corporate culture.
The Benefits of Focusing on Soft Services
There are several benefits to focusing on soft services in Facility Management, including:
1. Employee experience:
A well-maintained and pleasant workplace can significantly affect employees' experience of the workplace, leading to higher productivity, lower staff turnover and a more positive work environment.
2. Improves workplace efficiency:
Effective soft services, such as catering and cleaning, can contribute to a smoothly functioning workplace, minimize disruption and allow employees to focus on their core tasks.
3. Stronger employer brand:
A clean, secure, well-organized and business-friendly workplace reflects positively on a company's brand, helping to attract and retain talent and clients.
4. Cost savings:
By outsourcing soft services to a specialized and niche company specializing in workplaces and soft services, companies can reduce their overhead costs and focus their resources on the core business.
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How soft services improve the workplace experience
Soft services play an important role in creating a positive workplace experience, which can affect employee engagement, motivation, and overall experience of the workplace. Some ways that soft services improve the workplace experience include:
1. Clean and well maintained spaces:
Regular cleaning and maintenance ensures that the workplace remains hygienic, reducing the risk of disease and promoting a healthy environment.
2. Safety and security:
Security services provide security for employees and visitors, creating a sense of trust and well-being.
3. Personal services:
Tailored soft services, such as catering and reception services, can be tailored to individual preferences and needs, creating a more welcoming and inclusive environment.
The role of technology in soft services
Technology is playing an increasingly important role in the delivery of soft services. Innovations such as IoT devices, smart sensors and mobile applications can streamline processes, improve efficiency and improve communication. For example, smart cleaning solutions can monitor usage patterns and adjust schedules accordingly, ensuring cleaning resources are used where they are needed most. Similarly, apps and platforms can facilitate communication between employees and service providers, enabling more responsive and personalized services. We are constantly evaluating new technologies with the aim of understanding whether it can help us improve the customer experience, what we have found is that communication often falls short, either it is the long lead to decision-making within the organization which leads to the customer suffering due to long lead times. Much of the technology we have implemented aims to make it easier for our customers to interact with us in the way they prefer, whether it is Slack, Teams or integration with systems that our customers already use today, the premise is that we will simplify our customers' everyday lives with practical solutions.
The Future of Facility Management: A Shift Toward Soft Services
As businesses continue to recognize the value of soft services in creating a positive workplace experience, there is likely to be an increasing shift toward prioritizing these services within workplace strategies. By focusing on the people-centered aspects of the workplace, organizations can create a more engaging and supportive work environment, which in turn can lead to increased productivity, increased workplace satisfaction, and business success.
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Conclusion
The increasing emphasis on soft services in facility management highlights the importance of creating a positive workplace experience that supports employee well-being and fosters a strong corporate culture. By prioritizing soft services and using technology to improve efficiency and alignment, companies can redefine their requirements for niche players to create a workplace that is truly attuned to the needs of their employees.
References:
Improved employee satisfaction and workplace efficiency
Gensler Research Institute. (2020). The Workplace Survey: U.S. Report. Retrieved from https://www.gensler.com/research-insight/workplace-surveys/us-2020
Enhanced brand reputation
Leesman. (2019). The Employee Experience: How Workspace Design Affects Employee Brand Perception. Retrieved from https://www.leesmanindex.com/the-employee-experience-how-workspace-design-affects-employee-brand-perception/
Cost savings through outsourcing soft services
Deloitte. (2018). Global Outsourcing Survey. Retrieved from https://www2.deloitte.com/content/dam/Deloitte/us/Documents/strategy/us-global-outsourcing-survey.pdf
The role of technology in soft services
International Facility Management Association (IFMA). (2017). Raising the Bar: From Operational Excellence to Strategic Impact in FM. Retrieved from https://www.ifma.org/docs/default-source/1-ifma-documents/publications/ifma-raisethebar-report.pdf?sfvrsn=2
The shift towards soft services in facility management
Jones Lang LaSalle Incorporated (JLL). (2019). Top 10 Global Corporate Real Estate Trends. Retrieved from https://www.us.jll.com/content/dam/jll-com/documents/pdf/research/jll-top-10-global-cre-trends-2019.pdf
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