Strategic Partnerships in Facilities Management Understanding your customer

ABOUT ME

Working in the Facilities Management industry since 2007

With Sodexo since 2012

Director within the UK Corporate Services segment looking after the UK operations of our International Large Accounts

Global Account responsibility for AstraZeneca and Johnson & Johnson contracts

MBA from Aston Business School

Passionate about the industry and developing robust client relationships

SODEXO OVERVIEW

Just some of our clients across the world…

Our vision:

To become a strategic partner of our clients by designing, managing and delivering quality of life services which make a meaningful difference to their employees and customers.

MACRO TRENDS - SUMMARY

The market requirements are evolving rapidly

All clients are different and seeking differing solutions

■ International reach is becoming ever more important

■ Corporate challenges surrounding Human Capital are influencing outsourcing more then ever

■ Tension becoming prevalent between cost and value

The supplier base is evolving

■ Leadership and industry knowledge (international players & local)

■ Consolidation continues and will continue

■ Suppliers are becoming more selective

The key question

■ How do we ensure Facilities Management is core to Client strategies?

UNDERSTANDING THE PORTFOLIO LANDSCAPE

Agile

Physical Environment & Safety

Service expectations

Individuals’ ability to do their activities with ease, efficiency and minimal interruptions

Health, Nutrition and Well being

Sustainability

Health & Safety – contrast between production and non-production space

Total Production Maintenance

Operational Excellence

Compliance & Legislation

Sustainability

Space Utilisation

High Expectations of Service Quality

Organic Hubs for Creativity

Need to Promote Networks & Creativity

Sustainability

Cost Pressures

EVOLVING RELATIONSHIPS

Partnering Stage

Proactive collaboration / leading

Anticipating value creation

Performing Stage

Stable performance established

Self-correcting/continuous improvement

Cooperative behaviours

Keeps their word

Proving Stage

Close-in management

Ensuring delivery

Proving Watch

Performing Predictable

Innovating Partnering

THE PARTNERSHIP – SODEXO’S ROLE

Innovation

Collaboration

Relationship development

Str

ateg

ic i

mp

ort

ance

Innovation

Collaboration

Relationship development

Service desk

Mail and logistics

Grounds maintenance

Reception

Catering

Value factors

Hygiene factors

PROCURE TO PARTNER – SODEXO’S PROPOSITION

ImproveQuality of Life

Progress of individuals

Organisational performance

On-site services

Engagement

Consumer benefits

How do you make strategic partnerships a reality?

STRATEGIC PARTNERSHIP (FRAMEWORK)

Leadership

Communication

Relationship Management

Mutual Risk & Benefits

FRAMEWORK – LEADERSHIP

Leadership

Communication

Mutual Risk & Benefits

Aligned values

Mutual understanding

Leading by example

Notable symbols

FRAMEWORK – MUTUAL RISKS & BENFITS

Leadership

Communication

Relationship Management

Mutual Risk & Benefits

Understanding of risks

Where are they best placed?

Reasonable

Shared equitably

FRAMEWORK – COMMUNICATION

Leadership

Communication

Relationship Management

Mutual Risk & Benefits

Inform

Diversity in thinking

Adapting style

Openness

INTERNATIONAL RELATIONSHIP MANAGEMENT FRAMEWORK

Leadership

Communication

Relationship Management

Mutual Risk & Benefits

TIERED GOVERNANCE

SCHEDULES OF WORK

DETAILED COMMERCIAL AGREEMENTS

HYGIENE FACTORS

Summary

SO WHAT?

A strategic partnership approach limits the risk of commoditisation and opens opportunities to add value

A close partnership encourages mature debate and allows a focus on the best solutions rather than tactical alterations

We are seeing a change to FM service delivery as we know it – this is becoming more about workplace services

The broadening scope of FM services makes the strategic impact more tangible

Service providers are now directly liaising with key client stakeholders across global organisations – the barriers are coming down

Having a mature partnership encourages supplier interaction with the customer at the heart

Silos are being removed and greater value realised