01 · Service
Facilities Program Assessment
A clear-eyed look at how your facilities program actually runs today, and a prioritized plan for what to fix first.
For: Facilities, real estate and store-operations leaders who inherited a program, are absorbing new sites, or know something is wrong but cannot yet name it.
What is usually wrong
- Spend is rising and the explanations are anecdotal.
- Nobody can say which vendors are performing and which are not.
- Work orders are opened, closed and re-opened with no discipline behind the numbers.
- The program is defended in budget meetings with stories rather than measurements.
What I do
- Review the operating model — who decides what, where work originates, how it is dispatched, and where it stalls.
- Pull what data exists out of your FM platform and spreadsheets, and establish what it can and cannot tell you.
- Interview the people doing the work, because the documented process and the real one are rarely the same.
- Rank findings by what they cost you and how hard they are to change, not by how easy they are to write up.
What you get
- A written findings document, in plain language, with the evidence behind each finding.
- A metric baseline you can measure the next twelve months against.
- A prioritized 90-day plan with an order of operations and an owner for each item.
Why this is usually the first engagement
Most facilities programs do not need a new platform or a new vendor. They need someone to establish what is actually happening before anyone spends money changing it. An assessment usually determines whether the rest is necessary at all.
I have been on the receiving end of this. At CVS Health I ran corporate facilities operations across 12,000+ properties and more than a million services a year, which is enough scale that every undisciplined process shows up eventually as a number. At ServiceChannel I sat on the other side of the table and watched enterprise organizations buy software to solve problems that were really process problems.
What it is not
It is not a benchmarking report against companies you have never met, and it is not a pitch for a platform. If the finding is that your current system is fine and the process around it is not, that is the finding.
Have a facilities challenge like this?
Start with a 30-minute conversation, or send a message describing what you are dealing with.