Magenta client EMC, a global leader in information technology as a service, has won a major European award for its approach to real estate and facilities management across Europe, the Middle East and Africa. The EuroFM Partners Across Borders award was presented to the EMC FM team at a glittering gala dinner ceremony in Glasgow, Scotland, tonight (2 June 2015). The award is in recognition of its service transformation and partner engagement program – moving from a group of vendors operating independently to a fully-aligned One Team partnership where competiveness between service providers is put aside to create the best possible outcome for the EMC business.
Magenta researched and wrote the EuroFM award entry, in addition to other projects with EMC. “Cathy and her Magenta Associates team were engaged to assist us in the delivery of an internal awards program and support the delivery of a highly successful EMEA Leadership Summit. Cathy is a consummate professional, producing high quality innovative work backed by impeccable industry credentials and expertise. It was genuine pleasure to work with Cathy on this project and I look forward to the next opportunity to work together,” said Bruce Barclay, manager, EMEA facilities operations at EMC.
More than 13 different service providers support EMC’s 125 buildings which are home to c12,000 EMC employees and contractors working in 50 countries across EMEA. Before the introduction of the One Team approach, the standard of FM service in EMEA was good, but there was no shared alignment between service partners in different geographies and no sense of a unified EMEA FM business family being part of a global business focus. Attention wasn’t always focused on the customer experience.
Following an 18-month Facilities-as-a-Service (FaaS) transformation journey which has seen the alignment of vendor values, vision and mission to those of Global Real Estate and Facilities; a single unified Operating Platform (FaaS Operating Platform) developed; annual end-user surveys and FM leadership programs implemented; One Team job roles and position descriptions created; and a determined focus on the ‘customer experience’ becoming part of the work culture, there is now one unified FM team operating across EMEA.
And the impact is already being felt in the business. Initial results from the 2015 customer survey indicate a significant increase in RE&F performance and customer appreciation; the credibility of the RE&F function has been raised substantially with senior management; and there has been a quantum shift in service provider thinking from seeing themselves as working alongside competitors for one client, to being part of one business family across Europe.
“We are thrilled to been awarded this prestigious accolade and I am immensely grateful to everyone in the FM team across EMEA for their incredible hard work” said Ken O’Mahony, senior director EMEA. “But we will not rest on our laurels. This is an ongoing journey, not a finite path. Maintaining this kind of FM business family across borders requires ongoing effort on all sides.”
“I am delighted to have had the opportunity to work with such an innovative and forward-thinking FM team,” said Magenta’s MD Cathy Hayward. “Ken, Bruce and the whole EMC FM team across EMEA are very much a leading light in the FM profession and are richly deserving of this award.”