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Experience level agreement project

“FOM SERVICES TO EXPERIENCES”

28th of March 2008, Copenhagen

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“Can the Facility Manager improve his relationship with the customer by looking further into the real (subconscious) experiences & expectations from his end-user?”

General research question;

Qualitative research in the Netherlands

- Research in Dutch Facility management work field by means of expert interviews.- Laddering interviews by fifteen participants of four different types of organisations in the Netherlands.

Research approach

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Qualitative research in Belgium, England, Scotland and Spain

Research in foreign countries to include important data which is based on working from the experience perspective.

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Participating companies

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Laddering results; based on the relationship with FM

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The environment

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Ambition & Responsibility

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Professionalism

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Support

Conclusion Facility managers focus on

- delivering the best services for the lowest cost,- controlling their performance, - informing and measuring their own products

and services in relation with their end-user

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This implicates that the facility management department needs to focus on using products and services as tools to create supportive experiences towards the

end-user next to delivering them.

By contrast, the end-users showed high interest in the total experience of the facility management department

Authenticity

Co-creationShared-values

Positivity

Reactive to pro-activeIdentity FM department

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Issues that seem to influence a supportive experience, in the opinion of the project group;

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Questions?

Please do not hesitate to ask..!!

or visit my website..

Marcel Broumelsmarcel@broumels.com

http://www.broumels.com