We can help you to better assess your contract performance and find ways for you to achieve even greater results

The support service marketplace is changing dramatically as pressures to reduce cost, innovate more and drive efficiencies are affecting many contracts currently in place. Given these pressures, service organisations are faced with a number of actions: they can innovate more, restructure, procure better, reduce service scope or invest in new technologies to make things operate at elevated levels of efficiency. Additionally, a cost cutting approach can be taken, but often to the detriment of either service quality or adaptability.

Bringing all of these options together into a targeted improvement strategy that fully aligns to the needs of the customer can be challenging. It's also a time consuming exercise as it needs resources to be brought from other activities to focus on growth and improvement.
Bid and proposal support for FM
At CSS, we have used our extensive service industry experience to develop a proven improvement tool-kit. Our staged approach builds upon feedback from the customer and installs the appropriate tools to facilitate real-time performance measurement and rapid service correction actions. Built around the principles of six sigma, lean thinking, SERVQUAL and innovation management, our methodology is quick to implement and can be done in stages to match your ROI projections.

Getting started is easy and typically starts with a two-day session aimed at understanding the key-drivers for the account and the means to measure success.

To find out more and arrange an online demonstration of our approach, get in touch with us today on +44 (0) 1698 901025.
Where we can help you
At CSS, our primary focus is to build upon the strengths of your business to develop a customer orientated solution that is fully compliant, recognises the customer challenges and provides innovative operational approaches at the right price. To accomplish this we combine elements of bid management with a unique integrative approach that rapidly identifies win probabilities, competitive advantages and customer needs.
Within many facilities management contracts there is a need to produce a dedicated customer portal to support end-user engagement and interaction. Many of these portals are limited in functionality and require continual input from an offsite design team to maintain. Sometimes, the portal is automatically generated as a component of the embedded CAFM or IWMS system. As a result, usability and functionality are limited. At CSS we can develop and design a contract portal for you rapidly, providing you with an end-user focused site that is secure, easily updated by your contract teams and functional.
All organisations have embedded skillets and capability that are focused on the optimal delivery of services to the customer, occupiers and end-users. At times though, contract teams are fully engaged in normal service delivery and lack the time and headroom to fully appraise all aspects of their performance. At CSS, we provide you with the support you need, wether through adhoc audits or the development of tools and frameworks that can be implemented to continually improve performance. Our priority at all times is not to increase workload for your contract teams, but instead to provide new ways that performance can be identified and amended effectively.
Facilities produce huge amounts of data on a continuous basis. As systems become more complex and time more precious, there is a need to better manage the flow of information to easily produce a near-instantaneous measure of the performance of your assets. At CSS we have developed facility specific dashboards and analytical tools that help you to aggregate performance data and consolidate it into concise reports that are easy to digest and focus your attention on the areas that matter.
In many organisations, proposals are generated from previous submissions or templates that have been developed to make it easier to submit information to customers easily. While these approaches may have been successful in the past, the tools and techniques adopted by your competition may mean that your proposals no longer communicate your strengths and advantages as clearly as they could. At CSS we can help you review your proposals, either on an individual submission basis or as a business-wide approach. From bid and proposal libraries through to document designs and templates, we can work with your existing teams to maximise their output and enhance their win statistics.
Contracts are often awarded over a number of years. While they may offer a fresh approach from the outset, they can quickly become outdated or less comparable to current market offerings. At CSS we can help you to implement innovation frameworks that routinely capture ideas and improvements from all stakeholders, and help you to progress them through a defined governance process that determines their viability and value.
Change is a routine part of facilities management and support services. From contract award and mobilisation through to improvement activities, a structured approach to change is essential to maintain momentum and to secure the support of stakeholders. At CSS we have developed change and mobilisation frameworks that can help you to manage your projects and initiatives successfully. We also have skilled change managers that can work with you to implement these frameworks to meet your timescales, budgets and resource availability.
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Performance improvement and audit services facilities management