Look at any organization chart or stop a facilities employee in the hall and ask them who holds the top position in facilities. The answer will probably be the Chief Facilities Officer, Vice President in charge of Facilities, or just the Facilities Director. Do you think anyone would answer "the Customer"?
The Customer is who we exist for. My organization chart puts them right at the top. As a group we exist to support the customer's needs. Who is next? Well, black belt kamasigma friends, the next level is the front line cleaners, mechanics, and technicians who directly serve the Customers. And they are supported by their direct supervision.
Department head's and Director's job is to support supervision. You can see where this puts the guy who everyone thought was at the top. He has the job of supporting all who support the customer.
This happens in most situations, although rarely stated in this manner. And over my decades in FM I have seen huge amounts of traffic in the perceived "upward" flow and damned little flowing to the front line to support those closest to the customers. How about that excess in the training budget at the end of the year; or the purchase of used laptops for the field guys? As middle managers we sometimes starve our front liners of the tools they need to service the Customer.
What flows downhill in the traditional perception? Lots of times really lame ideas which infiltrated the board room and are forced on those who understand the Customer's needs most.
There needs to be a culture of awareness that puts the Customer at the top of the organization chart and defines the supportive roles of management. The only place it can start is at the "bottom" of the heap and with bravery.
Bernie
Bernie
ReplyDelete- Really like this , it obviously applies to any and all entrepreneurial structures
Why don't we hear - "It's lonely at the bottom" ?
I will be using this in future thanks !