Changes like integration of technology, and utilization, adaptation to advanced buildings and flexible delivery models represent opportunities for FM companies to enhance service offerings, improve client satisfaction, and stay competitive in an evolving landscape, states Ashwini Walawalkar, Country Head, TCFM
How much will the impact of AI & automation, predictive maintenance, net zero, sustainability influence clients at the SLA stage or thereafter?
The integration of AI is crucial for organizational progress in 2024. We’re witnessing a significant surge in AI adoption across sectors. While net zero and sustainability initiatives rely on manual data and SME experience, AI-powered automation and IoT integration may revolutionize FM contract management. Building automation has reached saturation, enhancing remote monitoring and predictive maintenance. When clients or FM partners adopt automation tools, SLA elements like complaint resolution TAT, preventive maintenance adherence, and cost management can be clearly defined.
We have a case study to support this. A multinational FM company secured a contract covering 44 facilities in India and over 100 in China and other APAC countries. The entire SLA framework, from complaint resolution TAT to preventive maintenance schedules, relied on a unified tool deployed across the region. This tool facilitated real-time data extraction, enabling performance dashboards at leadership levels for both the client and FM company. Quarterly SLA scores, based on the tool’s data, were utilized to claim variable management fees. This streamlined approach ensured transparency and accountability, fostering a successful partnership between the client and FM provider.
However, amidst technological advancements, the role of ground staff remains pivotal. Skilled performers on the ground are essential for executing maintenance tasks, ensuring operational efficiency, and promptly addressing facility needs. Continuous upskilling and support for ground staff parallel technological advancements are crucial for achieving performance excellence.
The transformative power of unified tools in FM contracts offers clarity, efficiency, and accountability across diverse facility portfolios, while emphasizing the indispensable role of ground staff in delivering operational excellence.
Ashwini Walawalkar
Being a part of TCFM-Embassy Group, what are your goals set for 2024?
In 2024, our goals at Technique Control Facility Management are strategic, reflecting industry trends and client expectations. While our larger goal is to employ a workforce of 25,000 people across the country. We aim to achieve the following:
• Market Penetration and Brand Building: We are focused on expanding our market presence and enhancing brand visibility.
• Sectoral Expansion: Strengthening our footprint in key sectors such as Healthcare, Manufacturing, Corporate, Pharma, Education, and Warehousing.
• Technology Integration: Implementing automation to streamline processes, enhance service delivery, and improve client experience. Additionally, we are committed to upskilling our teams to effectively leverage these technologies.
• Collaboration with the Government Agencies: Establishing partnerships and collaborations with government agencies at a PAN India level to enhance service offerings and market reach.
• Focus on Wellbeing and Safety: Prioritizing the wellbeing and safety of our teams, which in turn ensures the safety and satisfaction of our clients.
Skilled manpower has always remained an unsatiated want. How do you propose to meet the demand for 2024?
In our industry, skilled manpower remains indispensable despite technological advancements. The post-COVID landscape has heightened the demand for skilled workers while migrant labour availability has decreased, presenting challenges in recruitment and retention. To address this demand in 2024, we have devised several strategies:
• Collaborating with IHMs, ITIs, and Engineering colleges to recruit freshers as Management Trainees (MTs) and Junior Management Trainees (JMTs).
• Fostering employee engagement through town halls, recognition and reward programs.
• Upskilling existing resources to meet ongoing demands.
What according to you are the top five changes that will impact the facility management services and will be advantageous to the client company?
• Integration of Relevant Technology: Clients seek one-stop solutions. By adopting the latest best practices driven by technology through various apps and platforms, we can consolidate data into dashboards, enabling clients and FM companies to analyse data and make informed decisions.
• Adaptation to Advanced Buildings: With buildings becoming increasingly advanced, FM companies must adjust their approaches and design solutions based on the latest building designs, layouts, and concepts to ensure optimal performance and efficiency.
• Flexible Delivery Models: The rise of hybrid working environments necessitates flexible FM delivery models.
• Utilization of Technological Tools for Asset Lifecycle Enhancement: Leveraging technological tools to enhance asset lifecycle management offers significant benefits, including savings in capital expenditure (CAPEX) costs.
Which are the areas where TCFM has established its services? What are the new offerings and which are the new segments that TCFM has penetrated into?
TCFM has established its services in coworking spaces, large IT parks, and premium residential segments, offering end-to-end Integrated Facility Management (IFM) solutions.
New offerings include expansion into manufacturing, banking, and corporate sectors, strengthening regional presence.
In terms of new segments, TCFM has penetrated the healthcare sector, servicing six hospitals, over 60 cinemas operated, and ventured into the data centre sector.