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24 TOPDESK MAGAZINE - SEPTEMBER 2016

Annemarie Wolfrat
is consultant at TOPdesk.

Rob Haaring
is HR manager at TOPdesk.

SERVICE EXCELLENCE:
THE DIFFERENCE
PEOPLE MAKE
As an organization, you want both your internal and external customers to be satisfied
with your products and services. But its even better to go one step further and get an
edge on other organizations by exceeding your customers expectations. With service
excellence, you can make that difference. But how does that work?

Facility management: the driving


force behind service excellence

to go to work, but like a friendly environment

get their sense of achievement and pride

where people feel at home. Its no secret

from the fact that the customer doesnt really

On average we spend eight to nine hours

that we achieve much more when we feel

notice all the things they do for him. This may

a day in our work environment. For many

good. With service excellence, the facility

sound contradictory, but this is exactly where

people this means they spend more time at

professional directly impacts the productivity

the opportunities for service excellence lie.

work than at home. Theres a reason why we

and success of the organization as a whole.

After all, it also immediately affects us when

sometimes use the word community for our

A clean workspace, good coffee, plenty of

basic facilities are even better than expected.

workplaces. So why not put as much thought

fresh air. We take these things for granted

This contributes directly to the customers

into the office space as into your home?

when theyre there, but we are immediately

quality of life. The facility professional focuses

This is exactly where a facility department

affected when quality is subpar. Thats why

intensively on contributing to the customers

makes all the difference. Your office shouldnt

professionals in the facility field work hard

quality of life and as such to the quality of the

feel like an empty shell where people happen

every day to achieve excellent service. They

organization. A win-win situation.

TOPDESK MAGAZINE - SEPTEMBER 2016 25

A CLEAN WORKSPACE, GOOD


COFFEE AND FRESH AIR - THINGS
WE EASILY TAKE FOR GRANTED

Contributing to quality. Now more than

In recent years, facility organizations tend

and service through the same lens regarding

ever, that is every service professionals focal

to transform into regulating organizations.

implementation as well as coordination.

point. For facility professionals, however, this

Moreover, people are often worried that

Building something great together, thats

has been the case for decades. In this respect,

outsourcing will lead to a decline in service

what makes us all happy.

he or she serves as an example to co-workers

quality. Usually, though, this isnt as much

in other service departments. However, its

of a problem as people expect. Because just

essential that he does get the appreciation

like your own employees, your outsourced

he deserves. As human beings we all want

suppliers employees also strive for perfection.

Human resources: how we can


learn from the past

to be appreciated. Theres a risk that the

They too get a sense of achievement and pride

There is an abundance of blogs and articles

customer doesnt give such appreciation,

from their work. After all, you can contribute

that help HR professionals to become the

precisely because he takes his pleasant work

in more ways than by being directly involved

kind of people that are taken seriously by

environment for granted. Herein lies an

in implementation. The important thing is

management teams. There are also texts that

important job for the facility manager

that you and your supplier look at people

discuss whether HR will exist at all in the

or coordinator.

26 TOPDESK MAGAZINE - SEPTEMBER 2016

THE REAL ADDED VALUE OF AN HR


DEPARTMENT IS DELIVERING EXCELLENT
HR SERVICES

employee will come up with plans to improve


service to the organization. Its not that eHRM
and HR Analytics arent useful,
but they should only serve as a tool and not
be an end in and of themselves. The real value
of an HR department is providing excellent
HR service.

Service? That sounds like an old story weve all

The old HR lessons have taught us that

future and in what form. These are all fresh

heard before. What are your HR departments

the tools arent what makes an organization

topics that are often far more popular than

plans for the near future? Will they proudly

successful, its the people. Countless studies

old HR lessons. Of course we can learn from

implement an eHRM system or will they

have shown that happy and involved

these new insights, but they often forget to

use HR Analytics to glean more information

employees contribute greatly to the success

mention the area where an HR department

from available (big) data in order to convince

of the organization. Why is it then that HR

can really make a difference: service.

management of their value? Very likely no HR

professionals (the very people who should

know and promote this) so easily forget this

where everybody can find them. In facility

that he requires. Make sure that everybody

when making their own plans the future?

departments this principle is already

who interacts with HR returns to his own

Lets pick up the old HR lesson with renewed

known as a service catalogue , which can be

work feeling good and ready to excel. After

interest. Lets make our organizations truly

translated for HR as a staff manual with a

all, this is how HR can truly be of value to

successful by providing excellent HR service so

positive and proactive approach. This way you

your organization.

that people can perform optimally.

create clear expectations that you know you

So what is that excellent service that

can realize. When your catalogue containing

makes an organization successful? The first

your basic services is all set, you have time to

important step is to take stock of the services

exceed those expectations. You may want to

you provide. Look beyond the regulations

surprise employees by giving personal advice

and procedures from the staff manual that

in addition to answering their question about

you have to enforce and consider what you

a regulation, or provide your manager with an

can do to help your organization. Then you

additional report that shows a different point

publish these services through a medium

of view than the standard reports