1. 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.

2. Disney 1997-2005 BBC 2005-2011 Salford University 2011-2013
looking back
Disney
BBC
Salford University
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

4. B C
Manchester 2010
London 2013
London 1960s

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

6. Work in Progress

7. 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

8. 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outdated skills and practices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’

9. 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

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

11. 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

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

13. 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

14. 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

15. 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

16. “change” not just “operate” the estateUK

17. 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

18. 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

19. impact of Greener EnvironmentUK
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

20. 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’?

21. 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

22. 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

23. 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

24. take away…

25. 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

26. 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