Improving Facilities Management, Maintenance and Support Services through clever thinking

1. If you are a building owner, occupier or support services organisation, then we can help you reduce costs, improve efficiency and enhance your relationships This presentation is a brief overview of the ways CSS Consultancy can support your organisation in realising improvements within Facilities Management, Maintenance and Support Services

2. CSS Consultancy Improving FM, Maintenance and Support Services through clever thinking T: + 44(0) 1698 901025 F: + 44(0) 1698 901035 E: [email_address] .com W: www. cssconsultancy .com

3. 2 Our mission We work within the Facilities Management, Maintenance and Support Service sectors to radically improve service performance, enhance relationships and install tools that encourage clarity, innovation and positive change Chris Payne Principal Consultant

4. 2 Why? In 2010, clients overall satisfaction with outsourced services was at an all time low Based on BSRIA annual survey of M&E outsourced provision within the UK

5. Why? Outsourcing involves massive changes to a business; involving trade-offs and organisational trauma McKinsey Quarterly; Has Outsourcing Gone Too Far?

6. We can help

7. 2 We can support you by helping to.... improve your service contract performance 2 3 - Bid management - Estimating & modelling - Risk management - Operational design - Bid strategies - Bid review - Document design - Customer interaction - Feedback - Group facilitation - Six Sigma improvement - Lean thinking - Operational review - KPI implementation - Benchmarking - Innovation support - Group facilitation - Customer surveys - Mobilisation support - Business analytics better manage your assets & maintenance - Asset policy & strategy - Forward maintenance registers - Technical system design - IT support - Lifecycle management - Asset modelling - Maintenance philosophy - CAFM /CMMS review - Asset surveys complete bids , financial models & proposals 1

8. - Process mapping - System design - Analytics - KPI design - Dashboard design - CRM & pipeline design - Integrated solutions - Workshop design - Coaching - Legacy support - Capability assessments - Customer integration - Relationship mapping - Account planning - Customer workshops - Strategic alignment - Customer surveys - Feedback sessions 2 - Presentation design - Presentation coaching - Proposal support - Graphic design - Feedback and review - Prince2 project management - Transformation planning - Change management - Risk management 7 8 develop your team to communicate with impact support your transformation & change 4 find efficiencies within business processes 5 enhance the capabilities of your people 6 improve your key accounts & relationships

9. We provide you with meaningful solutions that are staged to suit your ROI expectations and integrated with your business to ensure lasting impact Yes, we are new and, yes, we are small but we are fully committed to delivering you real benefits, without drama and tailored specifically to your business needs. Nothing we do is generic.

10. Chris has worked with some of the largest FM and Maintenance providers within the UK. With a commercial background, he has been involved with a wide-range of bid-submissions; creating meaningful content and complex financial models that consider multiple variables such as innovations, value engineering and risk. As a Lean Six Sigma expert he has also had responsibilities for contract improvement frameworks tailored to the services sector and aimed at increasing contract lifespan while reducing ongoing run-costs. Who we are We are a collection of individuals with over 50 years of combined skills and knowledge within Facilities Management, Maintenance and Support Services. Leigh has a background in corporate training and relationship management, having served her time working for the world’s sixth-largest insurer. After dealing with some of the largest financial service companies in the world as her clients, Leigh understands the importance of key account management, customer relationships and corporate sales. As a qualified Prince 2 practitioner and self-confessed list-maker, she deals routinely with change and project management issues at all levels of the corporate environment and thrives on delivering order to chaos. As a technical solutions specialist, Andy has worked for some of the largest utility, telecom and financial services companies within the UK and Europe; providing them with innovations and improvements to their everyday business processes. An expert in work-flow management and analytics, he helps businesses understand baseline performance through the collation and presentation of meaningful data; helping to facilitate positive changes in business performance.

11. Just some of the smaller things we can do for you today to get started: Support you in preparing a bid Review one of your accounts to show where efficiencies can be made Prepare an operational team for a customer presentation Produce a performance improvement charter for a bid or current contract Review a specific business process to reduce error and inefficiency Manage a project Test us!

12. CSS Consultancy Improving FM, Maintenance and Support Services through clever thinking T: + 44(0) 1698 901025 F: + 44(0) 1698 901035 E: [email_address] .com W: www. cssconsultancy .com We can help