Page 4 - Botswana Booklet email

Service Approach

We offer management solutions and practical facilities management expertise to our clients through our extensive
team of resources within FM Solutions.

We integrate both technical and office support services, providing ongoing facilities management services that
enable business efficiency and cost effectiveness.

This is supported by our processes, procedures and sourcing methodologies, along with our IT system that includes:

CAFM system
Property management system
Asset management
Call centre/help desk systems
Health, safety and environmental management
Financial management

Fundamental to our success is customer relationship management that is achieved through the six steps outlined in
the diagram below. Working with our clients, we strive for world-class standards to ensure their business needs are
considered. Through a consultative process, the best approach is identified and implemented to achieve success.

Achieve Client Assess Client
Satisfaction 6 1 Needs

Performance Management 5 Customer 2 Analyse Client’s
Mechanism Relationship Environment
Management

Implement and Automate Develop Appropriate
Systems and Procedures 4 3 Solution

Our processes, policies and quality standards are entrenched in our CAFM, property management and financial
systems and driven by rigorous health and safety standards.

Our services are driven by key facilities management principles:

Efficiency and productivity Asset performance and reliability
Cost control and reduction Life cycle function
Risk management and mitigation Best practice
Facilitation of business change and effective Demand management
change management
Sustainable service

Our services are evaluated, measured and continuously modified in line with industry best practice as well as
our clients’ unique and dynamic needs.