FMJ Facilities Management magazine providing industry-specific intelligence to FM and property professionals
ENHANCED ENGAGEMENT
The ultimate goal for every organisation is to succeed and grow as a business. One of the key ways to achieve this is to build a culture of motivated and engaged employees who deliver exceptional results for clients. Effective communication and collaboration are vital to the success of this, and yet it is something many organisations still struggle with.
Technology and data-powered communication tools, delivered through digital platforms, can enable seamless interactions among fragmented workforces. Real-time updates, task assignments, and performance feedback can be effortlessly delivered through these platforms.
Intelligent chatbots or virtual assistants can play a crucial role in enhancing such employee engagement. These virtual assistants offer immediately accessible on-demand support, guidance, and access to resources, fostering a positive and supportive work environment. AI can take this one step further and analyse employee feedback and sentiment data, identifying factors that contribute to job satisfaction and helping to avoid potential issues that lead to workforce turnover.
Armed with these insights, FM organisations can implement targeted strategies to improve employee retention and satisfaction, ensuring a highly motivated and committed workforce. This is where the dynamic potential of gamification truly shines, placing the power back in the hands of frontline employees.
IDENTIFYING THE STARS
At the core of contract performance are individuals like cleaners who tirelessly uphold high standards day in and day out, often with limited recognition from both clients and employers.
Technology and gamification can make a real difference here, creating a system where FMs, clients, and frontline staff work collaboratively. In this model, those at the heart of service delivery are empowered through ongoing recognition and rewards.
Imagine a model similar to the one employed by companies like Uber, where star ratings are assigned to company employees based on criteria such as attendance, experience, performance, and other relevant factors.
These star ratings not only communicate to clients that they have the best personnel at their facilities but, more importantly, they empower frontline teams by providing a sense of value and visibility within the management hierarchy. This opens up new opportunities for career advancement and professional growth.
Equally, these ratings can serve as a valuable tool to pinpoint areas where additional training can help individuals improve their performance. They aid in identifying employees who may need additional support, upskilling them and potentially leading to openings for more shifts and supplemental work to enhance their income.
RECOGNITION AND REWARD
Operations and support teams gain the ability to recognise and reward frontline colleagues according to their performance metrics – even when they aren’t in a position to view the actual work being completed or meet with staff in a face-to-face setting. This, in turn, ensures they can consistently deliver an exceptional service to clients because they have confidence in their teams to do so.
For frontline cleaners, this empowerment is transformative. It makes them feel seen, heard, and valued, giving them the chance to show off their exceptional work that might have previously gone unseen.
Technology has made it possible to work smarter, but most importantly, it’s levelled the playing field. Now anyone, regardless of where they’re based, be it frontline or office-based, can access and use information to their advantage.
In a world where FMs need to adapt the way they deliver recognition to meet the needs of their employees, technology systems and gamified learning are just one of the ways that development programmes can have a major impact.
By addressing the workforce disconnect and enhancing engagement, organisations can not only improve the overall work experience for their employees but also drive better results for their clients.
