The TFM Report 2018A guide to outsourcing and Total Facilities Management

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59%61%

11% 13% 12%

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16% 17%

46%

28%Yes

72%No

41%

13%

14%

27%

When outsourcing FM services, would you prefer to work with:

Small and medium-sized enterprises (SME)

No preference

Big international service providers

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59%61%

11% 13% 12%

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32%22%

51%

16% 17%

46%

28%Yes

72%No

41%

13%

14%

27%

When outsourcing FM services, would you prefer to:

Have several smaller contracts with different suppliers

Do everything through one main supplier

No preference

“We are definitely seeing more of a trend towards bundling services. My view is that the market is shifting away from the traditional in-house managed outsource

delivery and we are seeing more of an “intelligent” client with higher expectations of value return.”

Bruce McDonnell Managing Director, Incentive Facilities Management Ltd

AntonyBruce

AntonyJacqui

“The single biggest challenge is the potential shortage of quality resources. To address this it is important that RICS,

BIFM and industry leaders create career paths for young apprentices. With the market place continually putting a squeeze

on margins, this is placing quality of service and the ability to attract experienced staff at risk. Moving forward, to truly develop and maximise the level of contract performance, the opportunity needs to be created to provide employment for young graduates

and for the schemes themselves to be simplified.”

Jacqui Thornton Strategic Development Director, Apleona UK & Ireland

• It’s good to have a “one-stop shop” providing a wide range of services

• Like having partners, integrated and aligned to their client’s business

• Vast amount of useful knowledge and experience

• Over-promising and under-delivering

• A perception of TFMs’ focus on profits over customer relationships

• Issues around what is in/out of contract

• Staffing/resourcing issues

• Slow response times and poor communication

What respondents like about their previous TFM

What respondents dislike about their current TFM

Who do you think is...

More engaged?

More innovative?

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59%61%

11% 13% 12%

40%

24%

32%22%

51%

16% 17%

46%

28%Yes

72%No

41%

13%

14%

27%

In-house FM teams

Out-sourced FM teams

Neither/ don’t know

How satisfied are you with your current TFM?

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59%61%

11% 13% 12%

40%

24%

32%22%

51%

16% 17%

46%

28%Yes

72%No

41%

13%

14%

27%

1 2 3 4 5

1.Notsatisfiedatall2.Notparticularlysatisfied3.Neithersatisfiednordissatisfied4.Quitesatisfied5.Verysatisfied

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59%61%

11% 13% 12%

40%

24%

32%22%

51%

16% 17%

46%

28%Yes

72%No

41%

13%

14%

27%

Experience working with TFMs

Currently work with a TFM

Used to work with a TFM

Have never worked with a TFM

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The Facilities Show team recently produced an in depth report surveying FM professionals from around the industry on their thoughts on Total Facilities Management.

See some highlights below and download the full report here.

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