Controlling

Or do you want to pay for services that are not provided?

This way you can check the performance of your service provider.

It is clear that contracts set out clear standards for the service provider: e.g. the schedule for servicing air conditioning systems, how windows are cleaned, how high the hedges should be clipped, and so on.
But how do you know that the service provider is delivering according to the standards agreed? 

You might rightly conclude that if you have to check everything is done, you might as well do it yourself. 

Of course monitoring a service provider requires effort - but has enormous potential.  Particularly when the effort required is minimised through the use of an expert who knows what to look for.

There are two situations where the monitoring of a service provider makes sense:

I. One-off controlling (for instance when the facilities manager is changed)

II. Continual controlling (esp. with demanding properties)

Case I: How you can be sure that your service provider is meeting his commitments to you …

  Identifying deficiencies

Through years of experience we know what to look for.  We use this to set useful priorities: With what systems is it essential that the service maintenance be carried out?  What documentation must be checked?  What areas of the property must be carefully examined? 

The controlling checklists that we have developed over years of work provide the answers.  Guided by these we inspect buildings in a purposeful way and concentrate on the decisive points and sources of costs.  So the effort used is appropriate to the purpose. 

In addition, the examination of operating documents quickly brings problems to light. 

Based on our operating know-how, we identify weaknesses through subsequent discussions with the service provider. 

Alongside the technical checks, we examine commercial aspects: are the invoices always correctly prepared?  Do the invoiced items match the contracted services?  Are the invoiced services actually provided? 

  Assessment of deficiencies

The deficiencies identified are graded by us and the resulting damage assessed.

In this way you can see at a glance how serious deficiencies are. Together we find an optimal solution to addressing the deficiencies. 

  Removing deficiencies and adjusting costs

Failing service provision is normally rectified later by the service provider.  We provide the service provider with appropriate direction, organise meetings, and supervise implementation. Our database system “ALPHA Base“ that we developed supports the monitoring of deficiencies.  

In this way, we make sure that installations are intact.  This reduces the risk that a new service provider needs to address failings.

When it is not possible to undo the damage of poor work, we obtain adjustments to invoices. 

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Case II: How you work collaboratively in a long-term way with your service provider.

  Set out the strategy

We define the goals, performance criteria and the timetable for delivery.  We identify how your needs and expectations are most effectively met. 

  Communication

…the foundation of collaborative working.  To support the communication between you and your service provider, we coordinate regular meetings.  We guide and moderate discussions and document results. 

In this way we ensure problems are solved early in a neutral way.  This saves not just time, but also the nerves of all parties. 

Higher standards are achieved through continual exercise of influence – the service provider can only fully meet needs when he knows fully what they are.

To support the collaborative relationship we use a market standard  bonus malus system – a fair approach to meet objectives.

  Performance monitoring

As with one-off controlling, we monitor the performance of service providers using scheduled as well as unscheduled site visits. Our tried and tested checklist is used to ensure we concentrate on the important aspects. 

  Cost  controlling

Our on-going invoice checking reduces the burden on your own business.  In addition to the content and commercial examination, the expert examination of invoices is valuable: through our operating knowledge and well founded overview of the market we can effectively assess if the costs are justified. 

  Addressing deficiencies and adjusting costs

Analogous to one-off controlling, we ensure the deficiencies are addressed or invoices are adjusted.  

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CONCLUSION

Setting the right priorities and focusing on how the service provider is performing has the following advantages:

• Assured operating quality
• No deficiencies
• Results orientated rewards
• Long-term and collaborative working

Are you curious to see how this might work with you?  Ask for our model controlling report so that you get a better picture.