What is service assurance? To sum it up, it is all about ensuring that processes, procedures and policies are applied on a recurring basis across a portfolio, projects or a company. It can be simplified by combining the 5 Quality dimensions (Tangibility, Reliability, Responsiveness, and Assurance & Empathy)
The end result of this is to ensure customer satisfaction is maintained, and indeed, surpassed, service levels are consistent in both quality and approach, performance is optimized and long term relationships maintained along with long term profitability.All this can be achieved by simply Knowing all potential sources of poor quality and eliminate them.
When people think about service assurance the first thought is usually in manufacturing or IT/communications. So what is it to the FM industry? Well, here is some food for thought.
Most FM companies in the market place have a suite of ISO certificates hanging on the wall in nice frames next to various awards and such. However, ensuring consistency and application of the same is another story, especially in a regional or even an international organization.
The application of quality assurance, quality control and service level management are all important factors of the overarching service assurance mandate.
Quality assurance is the systematic process of implementing those ISOs, all so important to ensure the product is meeting internal specified standards. It also ensures customer confidence and company credibility, while also maintaining processes and internal efficiencies.
Quality control refers to the procedures by which we ensure the service delivery adheres to set criteria, such as, for example, monitoring cleaning delivery to BICSc standards, or firefighting equipment maintenance to NFPA standards. This again ensures consistent and compliant service provision across contracts.
Service level management is the key to ensuring that performance is not only maintained, but also delivered consistently. Performance needs to be monitored frequently and perhaps form a part of client/supplier Key Performance Indicators (KPIs).
Applied internally to the organization itself, KPIs can be a fantastic tool to measure internal department delivery, improve internal process through monitoring and continual improvement and once again make efficiencies also.
Thus, for service assurance, pull quality assurance, quality control and service level management together, and you have the backbone of something. Apply them all together, and great things can be achieved. A quality/consistent product can be delivered to clients in a competitive environment whilst ensuring the company business and operational systems are aligned and performing at optimum.
Guideway business model, which encompasses quality, training, health and safety as well as customer relation management, was set up with the foresight of service assurance delivery. It is now a major part of the business and actively involved on a day to day basis to ensure a focused approach.
During recent project diagnostic reviews, service assurance, when pulled together in all its elements, was extremely useful as a tool for operational staff. Using a holistic approach during a review ensures all elements are approached with their intrinsically linked elements.
All too often the only concern is finance and delivery by the FM, when we should be looking at the whole picture which includes staffing, procurement, Customer traits, response technology, etc. Subsequent action plans for improvements can be drafted, monitored and implemented by contract teams and closely monitored for achievement by the service assurance team.
Such an approach can quickly pay dividends to the contract, the client and the company. The service delivery is improved, the quality of delivery is improved, client satisfaction is improved, staff morale is improved, and consistency of delivery is improved.
Gridway has an ongoing mandate of diagnostic reviews of all projects with complete reporting, follow up on actions and client feedback. This approach has been very well received by both our internal and external clients alike.
The FM market in Uganda is very low, as we know, extremely competitive with everyone jostling for contracts. Adopting service assurance strategies is one way to stay ahead of the game.
The competition is increasing, new challenges are presented at each corner, and service assurance teams have a key role play in ensuring we stay at the forefront of our industry with a competitive advantage.
About the author
Alex Kaggwa is the Head of Assets and Facilities management at Gridway Engineering Services.
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