Background
The Royal Pharmaceutical Society (RPS), founded in 1841, is the professional membership body for pharmacists in the UK. With a mission to position pharmacy at the forefront of healthcare, RPS aims to be a global leader in the safe and effective use of medicines. Their commitment to supporting pharmacists through education, advocacy, and publishing has established them as a cornerstone of the pharmacy profession.
The Challenge
RPS had outsourced their soft and hard facilities management (FM) services to two separate providers, alongside several smaller contracts managed directly by their Facilities Manager. This fragmented approach led to:
• Lack of Resilience: The existing FM arrangements lacked the flexibility and innovation needed to adapt to evolving requirements.
• Compliance Issues: Constant scrutiny was required to ensure compliance with regulations and standards.
• Cost Management: There were challenges in controlling costs and demonstrating value for money in the services provided.
Given these issues, a comprehensive review of RPS's FM service delivery was necessary to streamline operations and enhance overall effectiveness.
The Solution
To address these challenges, we recruited an interim Facilities Manager with a proven track record in facilities management optimisation. The interim manager undertook the following actions:
1. Assessment of Current Services:
Conducted a thorough review of existing contracts and service level agreements (SLAs).
Identified gaps in service delivery, compliance risks, and areas for cost savings.
2. Implementation of Best Practices:
Introduced industry best practices to enhance service resilience and innovation.
Developed a new strategy for integrating soft and hard FM services under a unified framework.
3. Stakeholder Engagement:
Engaged with RPS staff and management to gather insights and feedback on their facilities needs and expectations.
Fostered collaboration between various service providers to improve communication and service delivery.
4. Performance Metrics:
Established key performance indicators (KPIs) to monitor service delivery and compliance regularly.
Implemented a continuous improvement plan to adapt and evolve FM services in response to changing needs.
The Results
• Improved Service Delivery: The interim Facilities Manager successfully streamlined FM operations, leading to enhanced service delivery and user satisfaction.
• Cost Savings: By renegotiating contracts and consolidating services, RPS realized significant cost savings while improving service quality.
• Enhanced Compliance: Regular monitoring and reporting of compliance metrics ensured adherence to regulations and reduced risks.
• Increased Innovation: The new integrated approach fostered an environment of innovation, allowing RPS to implement modern FM solutions that align with their strategic objectives.