Hello RFMA members,
Happy New Years to everyone. Hope you all had a safe and wonderful Holiday Season. Well, 2017 is here and I'm sure you are off to the races as usual. Something to consider as the year begins is Vendor Management. How are your vendors performing? Does your situation call for changing some of the contractors? Due to the large amount of responsibilities FM have, it's time consuming to grade, rate, and find replacement or new vendors.You probably only hear of problems thru Operations or accounting personal. How often, if any, do your contractors get rated for performance? If you have a CMMS, performance measures should be completed for each service ticket prior to approving the invoice. If you do not employ a CMMS, do you have a system in place to measure performance? If not, a simple 5-7 question survey can be created and sent to your store managers and area directors for their input. Keeping it basic will ensure it is completed in a timely manner. Questions can be rated on a 1-5 point scale and should include basic information such as:
- The timeliness of the call
- The quality of repair, including any callback(s) and general clean up of the area where work was performed
- Accuracy of the service ticket/report
- The overall appearance and attitude of the service tech
- Did the tech accurately communicate the issue and repair required.
- Did they offer any specific training on equipment care and troubleshooting
The survey results should be shared with the vendor on a periodic basis. In most cases, they are doing their own internal reviews and should welcome the feedback from their customers. Continued feedback between you, the contractor and operations keeps everyone informed and encourages all to work together.
Don't be afraid to reach out to some of your peers within RFMA to discuss. No need to "reinvent the wheel" when these types of performance surveys have already been created and in use by other facility professionals. Any comments would be appreciated.
Dover and out.