…Infrastructure maintenance with Tunde Obileye
For many, the argument continues to rage on whether cost should be a determining factor over quality when deciding their approach to facilities management. Cost continues to be a major factor when services are required as decision makers often fail to see the need to pay attention to the quality of service that will be delivered.
Many clients make the mistake of choosing FM services providers based on cost alone. However, the old adage often rings true: you get what you pay for. Selecting FM services providers based solely on cost may drive up the bottom line, but that does not guarantee an improvement in the quality of the facility.
Making a strong case for quality over cost can be a tedious exercise simply because cost is apparent and quality is uncertain in the circumstances. By delivering best practices in human capital utilization, efficient processes, and robust end-to-end systems, unexpected expenditure and accidents that could be costly in the long run are avoided.
Quality-oriented FM services providers will deliver value through the following:
Expertise: FM services providers with proven expertise guarantee a minimum level of quality service that will ensure value for money and achieving client’s objectives.
Efficiency: The resulting impact of a lack of expertise is the inefficiency of services rendered. FM services providers, selected on the basis of low cost, are likely to cut corners in the discharge of their duties which may include the use of incompetent staff to squeeze a profit out of their low prices. On the other hand, an expert has knowledge and experience, using standard operating procedures (SOP) that reduce labour expenses and prevent accidents.
Customer Service: Partnering with FM service providers with an appreciation of good customer service ensures a positive experience for end-users. Innovation Working with quality-oriented FM services providers bring benefit from their creativity to explore new trends. A proactive approach from such providers ensures result-oriented performance.
Read also: Telecoms tariff hike: Be fair in your service delivery to customers – Nigerians urge telcos
Ease of Doing Business: Quality-oriented providers maintain established protocols for administration and quality control, making it easier to do business with them. Whilst it is important to pay attention to cost for the purpose of budgetary control and accountability, the use of cost as the sole or main reason for relegating quality in selecting FM services providers can hurt the client in the medium to long term.
The following five factors clearly make a case for looking at the quality aspect of service delivery against the cost element on its own.
Experience: Expertise is invaluable. Whether the issue is to reduce labour expenses or navigate complicated lighting upgrades, knowledge is crucial in achieving long-term goals.
Established Procedure: Experienced, quality-oriented FM services providers have established standard operating procedures (SOPs) for each service they perform.
These SOPs include a detailed breakdown of each task, when and how it should be performed. They also have established protocols for safety, quality control, and work order management.
Training: Quality-oriented facility services providers train their staff to be effective in their jobs including facility-specific protocols, safety, and customer service. They have documented training programmes, covering a wide range of topics.
Proactiveness: A low-cost provider may claim to save you money but may not help control costs. Quality-oriented providers prevent unplanned expenses such as out-of-scope work that add up on monthly bill. You also benefit from their staff, trained to spot and report potential maintenance issues before they become serious problems.
Stability: Choosing cost over quality can lead to choosing FM services providers that are unstable which may lead to finding a replacement. An established provider offers you a stable workforce that brings peace of mind.
Whilst choosing the lowest bidder to provide FM services is tempting, it can have a negative impact on the lifespan of assets and end-users. Choosing providers that put quality and value first enables cost control and long-term goals being achieved.
