beyond fm bae systems and emcor uk · beyond fm bae systems and emcor uk emcor group (uk) jeremy l...

Beyond FM

BAE Systems and EMCOR UK

EMCOR Group (UK)

Jeremy L Campbell

12th October 2017

ICW Collaboration in Aerospace

EMCOR UK. Making our customers’ lives easier


What we do together – some key stats

£25M worth of FM services provided each year at 4 key locations

Over 500,000 SQM of building space serviced and maintained

350 professional, operational and specialist colleagues

50,000+ assets supported through life

30,000+ service requests managed

High Compliance Regulations – CAA / ITAR / SC & DV Clearance levels


UK Models vary across industry sector

Significant growth potential but price dominant

Highly characterised by traditional procurement

UK FM Market and Buyer Behaviour

58% of FM’s believe providers have

no interest in building relationships

48% of FM’s believe providers are not

Customer Centric organizations

45% frustrated with the buying

process

Source: FM World / Credo Survey 2016


Relationship pre-2008 – key challenges

STRATEGIC BUSINESS HORIZON

Disconnected capability

No customer planning strategy

Very limited value creation or innovation

TACTICAL DELIVERY

Transactional and profit focussed

Hard to work with, slow to adapt and risk adverse

Customer culture…. “They pay the bills, we take our cut”


First Steps: “Beauty Contest”!

1. Select one form / document / process: an invoice, bill format, a workflow, a customer satisfaction survey

2. Rate the selected doc. / process on a scale of 1 to 10 [1 = Obstruction / Real Bad!; 10 = Work of Art] / Olympic Champion - on four dimensions:

Beauty, Grace, Clarity & Simplicity

3. Re-invent your FUTURE STATE!

4. Repeat, with a new selection, every 5 working days.


OSS Strategic Framework

Account Vision

“Working collaboratively to make our customers lives' easier.”

Account Mission

“Our Mission is to deliver a sustainable, timely, performance driven, cost

effective and professional service to all OSS locations and help improve the

safety & wellbeing, quality, productivity and effectiveness of our workforce.”

Goal 1 Creating a High

Performance

Culture

Goal 2 Delivering

Innovation, Value

& Quality

Goal 3 Achieving

Customer Service

Excellence

Goal 4 Partnership in

Safety and

Sustainability

Governance Model, Strategic & Operational Objectives, PPP’s, Clear Ownership and

Master Schedules / Reviews / Trackers


How we work together

Collaboration

One Integrated

Team

Well-being

for all

Effective Governance

Effective Communication

Joint Objectives

1. Sustainable

2. Safe

3. Efficient

4. Transparent

5. Value Adding


Measuring our relationship

Note: not actual scores


Operational resilience

Some thoughts….

PERFORMANCE OPTIMIZATION

Steering Board, Policy & Strategy

Continual learning and development programmes

ADAPTIVE INNOVATION

Recruit people with passion from different backgrounds

Create a community of best practice – ONE TEAM

Get People Connected – relationships


Creating relationship resilience

STEEP Analysis

Value Chain Analysis

Relationship Management

Planning

Focus on

innovation

strategy

Focus on

values

strategy

Focus on

customer

strategy

Outcomes

• Knowledge shared

• Deep understanding

• Information platform

• Focussed objectives

• Relationship management

(H2H & B2B)

• Value Creation Innovation

• Profitability

• Risk Mitigation

• Identify Market Disrupters


In summary = Language Paradigm

Partnership Version 1.0 (pre 2008) Was all about…..

Product & delivery

Minimum cost

Exceeding expectations

Process orientation

Effective account managers

Basic planning

Being close to the customer

Collaboration Version 7.0 (2017) Is now all about….

Experiences & solutions

Maximum value (LIFE TIME)

Creating WOW (and dreams)

Beauty – design rules

FABULOUS Superstars

Details. FOCUS. KAM.

Customer centric (inseparable)


Questions and Clarifications

beyond fm bae systems and emcor uk · beyond fm bae systems and emcor uk emcor group (uk) jeremy l...

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