What key strategies can facilities managers adopt to enhance service delivery, improve communication, and build effective maintenance programs?
John Boucher, the Director of Facilities Planning and Management at Harvard Art Museums shares valuable insights from his extensive career in facilities management, emphasizing the importance of viewing it as a service industry. He discusses the significance of understanding customer needs, maintaining proactive programs, and ensuring prompt communication. John also reflects on his personal journey from being a Navy electrician to a senior facilities manager, and how Harvard's educational benefits contributed to his career advancement. He also discusses the importance of treating people like people and having genuine interactions to build relationships.
Takeaways:
- Glean insights from the service industry: Facilities management is similar to the service industry. It's about anticipating and meeting customer needs, much like asking "Do you want fries with that?" John Boucher emphasized adopting this mindset to better serve facility users.
- Maintain a clean and welcoming environment: Ensure facilities are clean, welcoming, and comfortable. Recognize that different users have unique needs, and it’s essential to address those individual requirements.
- Proactively meet users' needs: Actively engage with users to understand how they interact with the facility. Regularly seek feedback and be prepared to adjust operations to better serve their needs.
- Prioritize responsive communication: Respond to emails, calls, and inquiries promptly, even if you don’t have a final answer. Acknowledge the query and commit to finding the information. This reduces complaints and enhances communication.
- Establish comprehensive PM programs: Set up Preventive Maintenance (PM) programs to routinely maintain and inspect equipment. Use Computerized Maintenance Management Systems (CMMS) to track PM and Corrective Maintenance (CM) tasks, aiming to resolve issues before they arise.
- Enhance staff training: Provide continuous training for maintenance staff to ensure proper inspection and upkeep of equipment. Regularly update training sessions based on recurring issues identified through maintenance records.
- Engage with staff on a human level: Develop a management style that fosters frequent engagement with staff. Simple actions like greeting employees and checking in on their well-being can significantly boost morale and improve the work environment.
Quote of the Show:
- “I like to tell people that you need to learn how to say, 'Do you want fries with that?' because it's the same idea. You need to anticipate your customer's needs, and sell them on what will make their life better."
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