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Whitepapers

Title	xx	Description	xx	Year	xx	Size (KB)

Effective training of front-line service employees		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.		2012		485

How ‘New Ways of Working’ affect our use of facilities		How we work has changed dramatically over the last 50 years. This has impacted our use of facilities, as they support how we work.		2012		405

The value of Strategic HR processes		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.		2011		527

Creating a Security Request for Proposal		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?		2011		282

Working with Change Management in Service Outsourcing		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.		2011		512

Service innovation in the Facility Management industry		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.		2011		367

Indirect cost savings when outsourcing		Organisations are increasingly using outsourcing as a strategy to increase profitability, refocus on their core business and improve productivity and competitiveness.		2010		475

Diversity in Outsourcing		The global workforce is experiencing significant demographic changes, and all organisations must develop and implement a diversity management strategy.		2010		323

HR issues to be considered when outsourcing services		Although HR issues are crucial determinants of the success of service outsourcing processes, they are too often paid inadequate attention.		2010		1920

Multiskilling and job satisfaction in outsourcing		Multiskilling is an effective way of organising jobs to boost productivity, flexibility and quality of service.		2010		450

Successful transition in outsourcing		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.		2010		2003

Trends and Developments within Facility Management		This paper deals with further trends and developments within Facility Management.		2010		1229

Securing Your Facility During Special Events		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”.		2009		869

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