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Description |
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Year |
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| Service Management 2.0 – the next generation of service |
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Leadership and culture play a greater role in effective service organisations today than ever before. Value-based leadership is an effective way to make the values and vision of the organisation become meaningful and relevant, when communicated and supported by first-line management and frontline employees. |
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2013 |
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| Effective training of front-line service employees |
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Service quality is the primary driver behind customer satisfaction. Because training is the single most important driver behind higher service quality, it is one of the most important internal processes for a company to get right. |
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2012 |
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| How ‘New Ways of Working’ affect our use of facilities |
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How we work has changed dramatically over the last 50 years. This has impacted our use of facilities, as they support how we work. |
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2012 |
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| The value of Strategic HR processes |
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Service Management is about continuously creating value in the eyes of the customers. Hence, the service company must excel at serving the front-line workers, who are the most important link between the company and the customers. |
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2011 |
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| Creating a Security Request for Proposal |
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What is a Request for Proposal (RFP), how can it enhance the competitive bid process and how does a security Services company identify the types of information needed to write an effective RFP? |
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2011 |
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| Working with Change Management in Service Outsourcing |
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Service outsourcing creates many changes. For the employees who will be outsourced the changes are significant but also for the rest of the organisation service outsourcing will lead to many changes. |
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2011 |
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| Service innovation in the Facility Management industry |
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Innovation is today one of the top challenges for the Facility Management industry. Despite having improved over the past 10 years, FM companies can do significantly more to create innovation. |
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2011 |
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| Indirect cost savings when outsourcing |
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Organisations are increasingly using outsourcing as a strategy to increase profitability, refocus on their core business and improve productivity and competitiveness. |
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2010 |
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| Diversity in Outsourcing |
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The global workforce is experiencing significant demographic changes, and all organisations must develop and implement a diversity management strategy. |
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2010 |
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| HR issues to be considered when outsourcing services |
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Although HR issues are crucial determinants of the success of service outsourcing processes, they are too often paid inadequate attention. |
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2010 |
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| Multiskilling and job satisfaction in outsourcing |
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Multiskilling is an effective way of organising jobs to boost productivity, flexibility and quality of service. |
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2010 |
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| Successful transition in outsourcing |
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A job transition is a big and very personal event for the employees involved, and the process must be managed effectively, professionally and, above all, with deep respect for the individuals involved. |
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2010 |
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| Trends and Developments within Facility Management |
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This paper deals with further trends and developments within Facility Management. |
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2010 |
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| Securing Your Facility During Special Events |
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Presents measures which can be used by people and organizations responsible for the security and management of commercial enterprise properties to secure their facilities and organisations during “special events”. |
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2009 |
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