A global pharmaceutical sought to optimize its RE/FM service levels across a diverse set of facilities, as well as for different “customer” segments – including senior executive staff and other workspace occupants in its buildings.
Trascent conducted enterprise wide research to assess the current state of RE/FM services and identify opportunities for performance gains and cost savings. Our team surveyed a representative sampling of more than 30,000 building occupants. Further, it conducted focus groups with senior executives – including VPs of operations and human resources, Directors of laboratory services, and Directors of manufacturing. A total of 15 different operating entities were represented in the study, with the goal of determining current satisfaction levels, future needs and expectations, and potential service issues. Follow-on analysis made clear that senior executives had vastly different needs and perspectives than did typical workspace occupants.
The findings were powerful in that they revealed overall satisfaction with current services and performance and clarified the need for a tailored and flexible RE/FM strategy to satisfy all stakeholders. But they also identified significant performance improvement and cost reduction opportunities in three specific areas – strategic space planning, supplier management and performance measurement. As a result, the company could chart a forward-looking course to optimize its RE/FM operation and improve it service to both executive staff and building occupants.