how does FM in NZ compare to the UK and US? seeing is believing… from disney to the catholic diocese of christchurch: how does FM in NZ compare to the UK and US? © Keith Beal. For the personal use of FMANZ members only. Please do not reproduce or share without permission from the author.

Disney 1997-2005 BBC 2005-2011 Salford University 2011-2013 looking back Disney 1997-2005 BBC 2005-2011 Salford University 2011-2013 Catholic Diocese 2014 - Early Days Mostly Repairs No real FM Fully Outsourced Operations Technology FM 99.99% Availability One Workplace Part Outsourced inc Projects Asset Management Fully Insourced Inc FM & Projects New Model for Student Resi Inc BIM design 20 years

B C Manchester 2010 London 2013 London 1960s

Historic Campus 1896 Performing Arts 2016 Student Residences 2016 Modern Learning Environment Majority of Buildings from 1960s

Work in Progress

promotes a safe working environment designs out inefficiency Why is good FM essential? shapes the Workplace and effects productivity improves retention/attraction protects expensive assets promotes a safe working environment designs out inefficiency enhances ‘Brand’ impacts BOTTOM LINE

expensive! - ‘discretionary spend’ Why is it not higher up the agenda? non core business diversity and age of portfolio lack of reliable data outdated skills and practices resistance to change invisible until too late expensive! - ‘discretionary spend’

Culture of organisations OBSERVATION Attitude to FM greatly influenced by: Culture of organisations Maturity of market provision Complexity of service demands Quality of Data available

skills information outsource vs insource? control costs flexibility skills business readiness information outsource a problem and you get it back plus a margin !

common language & currency Comprehensive solutions scaled for major B-B applications massive domestic market direct access to manufacturers common language & currency less adaptive to foreign? US

advanced in understanding of cost of total ownership delivers to the bottom line people are specialists choice of software packages FM more outsourced US

US high data rich with quality data software fully integrated( support & maintenance) systems can demonstrate value add data rich with quality data comprehensive reporting and monitoring tools high US

highly US competitive commodity based disposable society comprehensive metrics- KPI dependant data gives one version of the truth – “accuracy” customer service – response times matter highly

large number of new players smaller scale aligned with Europe corporate hubs working internationally large number of new players importance of workplace realising FM adds value experience is highly valued UK

“change” not just “operate” the estate UK

UK Needs more understanding of: asset value total cost of ownership value of preventative maintenance Historic lack of integration around PM & FM business leaders uneducated in value of good FM UK

UK loathing of ‘off shore help desks’: lacking in local knowledge customer experience critical = “get the basics right” expectation to fix the problem not just about response time loathing of ‘off shore help desks’: lacking in local knowledge FAQ and language barriers UK

impact of Greener Environment UK must catch up with data management & accuracy BIFM - new breed of FM professional entering the market impact of Greener Environment new asset management software highly customisable

NZ infrastructure limits centralisation opportunities known for hands on versatility many generalists providing services small market in global terms but high growth infrastructure limits centralisation opportunities problem attracting enough ‘big players’ & ‘software houses’?

NZ high opportunity to grow new business large available skill pool local presence requirement opportunity to grow new business large available skill pool big advantage - ability to learn from others NZ

NZ high tolerance on service delivery and ‘down’times demonstrating benefits of FM & AM challenging: high tolerance on service delivery and ‘down’times 99.99% availability? legacy repair culture operating assets beyond economic life NZ

NZ feels more like evolution of UK market need to grow the “intelligent client” opportunitiy to integrate FM into design Greening the business identify economies of scale – alignment with Australia ? feels more like evolution of UK market

take away…

USA Established, effective and efficient supplier of comprehensive FM services. Strong in B-B and B to C Culture of outsourcing to specialists leveraging massive supply chain efficiency Unrivalled access to manufacturer support. Massive domestic market supported by first class infrastructure and skilled workforce Significant international presence UK Smaller scale even when aligned with Europe, better in the B-C markets Taking a different route with focus on Workplace, TCO and social and environmental impact Moving to a fully integrated ‘design and operate’ model with FM elevated to a strategic role Attempting to “professionalize” the FM industry but still dealing with resistance to outsourcing. NZ Challenging size of Market but strong in B-C Large amount of new development offers opportunity to grow Good sized skill base resulting from high construction activity Changing owners approach to economic life Opportunity to integrate FM with Design - Greening the agenda

good FM supports business success early inclusion influences design data is relevant and accurate market scaleability changing cultures customer focused delivery vocational qualifications – importance of experience value For Money – Delivering Quality First financial bottom line – awareness