In business today, we accept that events happen at speed and that our decisions must match the pace. We get frustrated when the IT connection takes more than a few seconds or we are caught in a queue.
Recently a colleague of mine in myfm was having coffee with two senior directors. They were bemoaning an unrealistic deadline placed upon them by an unexpected Request for Information that had to be returned. Just like ‘London Buses’, their internal teams were already working on a number of tender documents that arrived together.
There is now more acceptance, in forward thinking organisations, around the concept of using external partners to meet peaks in demand. This flexible management approach can be used to cope with reductions in overheads or the loss of key individuals. But just how quickly could we react!
Well very quickly: A call to an experienced myfm resource, known to the FM Service supplier organisation from a previous engagement, was made available and by 16.30 an internal email had been circulated detailing his role and responsibility. He was to achieve a first class submission through harnessing standard and bespoke company information.
Supported by key individuals we were able to ‘make it happen’ and meet the deadline whilst protecting reputation. Final sign off was made by a director in the supplier team and much of the text ended up in the bid library.
But more than all of that, it was reacting and turning it all around in under 24hrs. Now that is what I call service!