Facilities management unit: improving self-image before its customers

Abstract

Purpose The purpose of this study is to explore the role of effective communication and the use of customer-friendly periodic report as tools for managing cordial relationship between facilities management (FM) operatives and their customers. FM functions require effective management of the relationships between the customers, workplace interface and support facilities, to facilitate the achievement of the objectives of the organisation. This suggests that FM operatives should continuously marry their performance priorities with the customers’ priorities and perception; otherwise, the FM operatives may be toiling without objective recognition of service or achieve improved customer satisfaction. Design/methodology/approach The case study method of qualitative research was adopted. The data were collected using the combination of in-depth interviews and evaluation of FM’s periodic reports from two universities in South Africa. Findings The FM units in both universities have a suitable operational system and use a modern computer-aided FM tool. However, the units have not been able to manage relationships with customers, largely because they have not been able to “deliver on promise” and have not learnt to use the soft skills of effective communication. The quality of the periodic reports from the units does not provide sufficient educative information for the end-users; the structure is not stakeholders-friendly. Originality/value The paper identifies that though FM units spend considerable time in the development, maintenance and effective running of support facilities, they pay little attention to documentation, reporting and use of the soft skills of effective communication, which are necessary ingredients for improved customer relationships.