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How to create a “best-in-class” workplace experience based on technology and services

By Jeffrey Scott Saunders and Peter Ankerstjerne


2

Meet Our Presenter(s):

• Director at Copenhagen Institute for Futures Studies

• Advising global clients and decision makers on strategy and innovation

Jeffrey Scott Saunders• Chief Marketing Officer of ISS A/S

• FRICS, IFMA Fellow and member of the IFMA Board of Directors

• COP and member of IAOP's Strategic Advisory Board

Peter Ankerstjerne

Today’s presentation will cover…

Navigate the trends that will

affect the future of work

The major drivers of change affecting

workplace services

Designing a service delivery

system that creates value for your organisation

and its stakeholders

Creating best in class workplaces requires…

Going beyond solely looking at

workplace efficiency

A balanced focus on end-users experience and strategy

Using Service Design supported by data to deliver great workplace

experiences

Interviews12 subject-matter experts

ResearchCIFS megatrends & industry research

Survey1,495 FM/CRE professionals with CoreNet Global & IFMA

The ISS 2020 Vision White Book Series

2011 2013

2014 2015

2016

Navigate the trends that will affect the future of

work…

The evolution of the office

1900 1940s 1960s 1990s 2020s

Taylorist office Bürolandschaft office

Activity based office

Experience based office

Corporatist office

The workplace now covers…

The office Co-working Public places Working from home

Situational determinants

Bringing the pieces together to drive

People

Facilities, Technolo

gy & Services

Strategy & Culture

Workforce

Work-place

Work

8 Challenges for the Future

Work

WorkforceWorkplace

Need for organizational resilience

Technology breaks down internal & external

barriersLeveraging community

Automation leads to polarization Increasing diversity Focus on health and

well-being

User choice & personalization Sustainability

Two competing agendas

Organizations rework their business models, employment practices and

need for physical space.

Attitudes toward the role of work. And for many it’s changed: how, where and how much they work.

Organizations

End-users

New Organisation Types

1. CHAIN OF COMMAND

2. BUREAUCR

ACY

3. 20TH

CENTURY HIERARCHY

4. PROJECTS

5. ENTRE-

PRENEURIAL

6. PATHFINDE

RS

7. WIREARCH

Y

HOLDING BACK THE FUTURE OF WORK CREATING THE FUTURE OF WORK

Military, Police

Government

Most companies

Movies, Sports,

Freelance

Google, Apple, Tesla

Zappos, Menlo, Valve

Wikipedia, Linux, AirBnB

Examples:

Creative, defined

start/end

Combines 20th C with Projects: Focus on innovation

Piloting new 21st C

ways to organize

people/work

Leveraging the power

of community

Traits:

Services will be more tailored and targeted

Generalized and commodity-based

Standardized and input-oriented

Specialized and knowledge-intensive

Automated, anonymous, and data-driven

Digital, seamless, and simple

Responsive, dynamic, and outcome-based

Collaborative, integrated, and relationship-based

Tailored, targeted, and value-added

1%

3%

11%

12%

12%

18%

20%

22%

Which of the following statements or concepts will be most representative of how service management will be defined in 2025?

Source: CIFS, ISS, CoreNet Global Survey, IFMA, 2016

With Mobile, IOT and Big Data having the biggest impact


Nano-technology

Virtual reality

Robotics

AI

Soical media

Big data

IoT

Mobile computing

4%

7%

7%

9%

10%

19%

20%

25%

What technology developments will have the biggest impact on service management in the future?

The major drivers of change affecting workplace services

New generations require new approach to services

Female empowerment and gender equality

Post-material society

DIY-economy

Open source paradigm

Collaborative consumption

Demand for transparency

Aging population

Individualization and customization

Shifting generational values

3%

6%

7%

8%

12%

12%

13%

16%

22%

What social developments will have the biggest impact on Service Management in the future


Focus on customer experience and the quality for value creation

Service operations

Service design

Employee engagement

Relationship management

Service experience

Service culture

Service quality

Customer experience

8%

9%

11%

13%

14%

14%

15%

16%

What areas in Service Management have the biggest potential for improvement towards 2025?


The experience based workplace

– designing a service delivery system

Creating a Service Delivery System…

As a result services are becoming experiences

Hiring and retaining the right service staff

Proper employee training

Responding in timely manner

Ability to respond to changing needs

Solving problems and addressing challenges

Strong and clear communications

Accuracy and relevance of outcomes

Providing experiences during service interactions

4%

7%

10%

10%

14%

16%

17%

22%

What are the most important attributes in achieving service outcomes?


In the XaaS world, it will be important to focus on

Thought leadership

Organizational empathy

Technology and big data

The human touch

Price

Innovation and development

Connectivity and 24/7 availability

The ability to anticipate changing needs

Real-time responsiveness

4%

5%

7%

10%

10%

12%

12%

17%

24%

In service management, what aspects do you believe will be the most important from a customer/end-user perspective towards 2025?


Creating alignment, trust and transparency among actors…

Supply chain management

Brand protection

Establishing contractual framework

Quality of partner's staff

Reward and incentive sharing

Metrics and measures

Risk sharing

Transparency

Trust

Alignment of organizational values with partners

3%

4%

6%

8%

9%

10%

12%

13%

16%

17%


What do you believe will be the most challenging aspects of managing partnerships and network relationships?

End-user centricity drives employee attraction and retention

N/A

Other

Coordinating teams

Employee attraction

Tracking and development

Skill mismatch

Employee retention

1%

1%

5%

16%

17%

25%

35%

Employees

What will be the biggest challenge in the future concerning talent?

Sources, Deloitte, ISS 2020 Vision, FOSM, 2016

Driving transformation of service staff

Purpose“My work has

meaning”

Belonging“I am part of strong team”

Empowerment“I contribute

and feel valued”

Architected Service Experiences (Service Design)

• Analyse• Be co-creative• Preto-typing• Implement on

the go’

Service Design can create the Workplace

Experience by focusing on the

end-user

The differentiator: People CentricityThrough the interpersonal interface, whether facilitated by technology, buildings or direct human contact - this is where it is possible to create a real and genuine emotional connection with end-users and building sustainable, long-lasting loyalty between your company and your employees.

This is key in creating a workplace of the future and win the war on talent.

You can learn more at…

http.\\:betterworkplaces.issworld.com or www.servicefutures.com


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Follow the development @;http://www.servicefutures.com orhttp://betterworkplaces.issworld.com

Thank You!

http://www.servicefutures.com/

http://www.servicefutures.com/

http://betterworkplaces.issworld.com/


How to create a “best-in-class” workplace experience based on technology and services

By Jeffrey Scott Saunders and Peter Ankerstjerne

core net global 240117 v2

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