International total facilities management provider OCS took centre stage at Birmingham’s National Exhibition Centre for the launch of the third series of the Royal Institution of Chartered Surveyors (RICS) strategic facilities management case studies.
OCS was one of six organisations featured in the document. Its relationship with the NEC, one of Britain’s most iconic events venues, was showcased as a best practice example of how strategic FM can deliver value to an organisation. “When we first started working with the NEC, in July 2012, customer service was good, but good customer service was no longer good enough,” explained Paul Thrupp, OCS’s account director at the NEC, to the group of more than 80 delegates who attended the launch event. Thrupp explained how, by appointing a head of customer excellence and introducing heads of service, OCS successfully removed the silos across the different venues and dramatically improved service levels. But he emphasised that listening to, engaging and training the more than 1,500 employees who Tupe’d across from previous suppliers was the key to success.
“You don’t get a successful contract sitting behind a laptop. The big lesson for me, and anyone in this business, is get out there on the frontline, see what’s going on, talk to people and get their input,” he added.
“Building on the first two editions, these case studies further illustrate the strategic role FM plays in a range of different businesses, and the significant contribution FM can make to the performance and success of an organisation,” explained Paul Bagust, UK commercial property director at the RICS. “While each looks at a unique business, they all demonstrate how FM can achieve real strategic alignment with other parts of an organisation to add value.”
Thrupp was followed by Martin Holt, CEO of Bellrock, talking about the organisation’s strategic partnership with Care UK; and Simon Carter, Head of Corporate Property, National Grid, who gave a client-side view on the organisation’s FM partnerships.
The case study document can be downloaded from the RICS website