Excellent Service - an Uncomplicated Language

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14 February 2014 | Updated 01 January 1970

’Service excellence’ (roughly translated as excellent service), is according to The Centre for FM Development Research, driven by having the right people adding that little ‘extra’ in terms of swift problem solving and providing the positive ‘unexpected’ gesture.

Conducted by Hallam Sheffield University’s Centre for FM Development, the research explores levels of service and how that impacts on the perception of ‘excellence’.

The study investigates a range of facilities in various industry sectors to include financial & professional services, healthcare, telecommunications, transport and manufacturing.

Excellent service – differences and commonalities

The common factor is the positive impact provided by the people and teams supplying various FM services. The ‘extras’, such as prompt problem solving and providing extra information, are actions perceived as ‘excellence’ by those questioned.

Differences in service level perception exist according to organisational culture, strategic priorities and end-users needs, says the report. Some sectors ‘deploy’ (sic) excellence in specific areas, whilst for a few, equality is expected across the board.

For organisations who regard excellence as a requirement but where there are affordability constraints, the study found it is possible to go the extra mile by making the most of existing resources. As one respondent cited, “If a client … can’t issue fillet steak every day, it can provide rump steak and how that rump steak is cooked should be of an excellent standard.”

The strategic impact of excellence and the human touch

Tangible gains – from financial savings to greater payback from staff – are among the strategic benefits accrued from applying excellent service. Richard Sykes, CEO of ISS Services UK and Ireland commented: “This research was designed to help us gain some independent insight. It’s essential for us to align with our customers’ strategies and needs to ensure we provide not just good but excellent service.  We must continue to challenge today’s delivery and be open to new ideas in order to deliver excellence.”

Article written by Brian Shillibeer | Published 14 February 2014

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