Innovation and Building Better Relations
The latest publication in the "2020 Vision" series of industry white books from ISS has been released and argues facilities management outsourcing requires a more innovative approach to services delivery - in addition to more effective client relationship management.
Written by ISS and the Copenhagen Institute of Future Studies (CIFS), the publication discusses the trends that are shaping the future of outsourcing from a facilities management (FM) perspective and their strategic and operational significance.
It is argued outsourcing can no longer be considered purely a cost-saving exercise but must instead be thought of as a strategic tool for developing innovative solutions based on transparency and trust.
The ISS 2020 Vision White Book is the fourth in a series of publications that been created to explore tangible solutions to the ever-changing outsourcing landscape.
One of the key challenges for outsourcers will be to innovate and extend their technological capabilities in order to create sophisticated, client-centric solutions.
Another will be to further enhance service delivery models to match customer strategic outcomes as increasing specialisation will result in closer collaboration based on shared goals and risks.
For if FM outsourcing partnerships are to be successful, service providers and clients will need to work on establishing open delivery models that deliver mutual benefits.
"Our research shows that the nature of outsourcing is undergoing a profound shift away from focusing strongly on cost reduction towards supporting strategic business objectives and pursuing improvements in the areas of innovation, growth, brand protection, risk mitigation, access to talent, and even change management itself", observes Peter Ankerstjerne, Head of Group Marketing for ISS A/S.
"FM outsourcing relationships will change from traditional client-provider transactions focused primarily on cost-reduction, to value based strategic partnerships that are especially geared towards increasing workplace efficiency as outsourcing providers increasingly differentiate themselves by their technological sophistication, sustainability policies and innovation processes that impact on how customers attract talent or bring products or services to market faster", he adds.
The publication presents the results of a global survey conducted in collaboration with CoreNet Global alongside in-depth interviews with international outsourcing experts, and concludes that new collaboration models are emerging that will create opportunities for outsourcing suppliers and customers alike.
Download the full white book here or read more about it at the servicefutures.com blog.
