Company profile on Facilicom -

December 2009

Company profile and Managing Soft Services | Facilicom

FACILOVATION COMPANY PROFILE ON FACILICOM

2 Company Profile and Managing Soft Services @ Facilicom

Facilovation on behalf of NHTV Real Estate and Facility

Management, Breda for Facilicom Facility Solutions

Company Profile and Managing Soft Services

Participants:

Sander van den Bosch

Luuk Snel

Inge Snoeijen

Reneé Vugts

Janne van Zutphen

In cooperation with:

NHTV Real estate and Facility management, Breda

&

Facilicom Facility Solutions

NHTV Tutor:

Tim van Leeuwen

Facilicom Facility Solutions:

Simone Pronk


Table of Contents 1. List of terms .............................................................................................................................................. 4

2. Preface ...................................................................................................................................................... 5

3. Management summary ............................................................................................................................ 6

4. History ...................................................................................................................................................... 7

4.1 History facility solutions ......................................................................................................................... 7

5. Facility department .................................................................................................................................. 7

6. Stakeholders ............................................................................................................................................. 8

6.1 Customers............................................................................................................................................... 8

7. Communication ........................................................................................................................................ 8

8. Identity & Reputation ............................................................................................................................... 9

8.1 People ..................................................................................................................................................... 9

8.2 Planet...................................................................................................................................................... 9

8.3 Profit ....................................................................................................................................................... 9

9. Facts & Figures ......................................................................................................................................... 9

10. Managing soft services ........................................................................................................................... 11

10.1 Description of the services ................................................................................................................. 11

11. Example of managing a soft service ....................................................................................................... 12

11.1 Cleaning .............................................................................................................................................. 12

12. Quality management .............................................................................................................................. 13

12.1 Management and control systems ..................................................................................................... 13

12.2 Certification: ..................................................................................................................................... 14

12.3 Which tools for quality measurements uses Facilicom? .................................................................... 14

13. Source list ............................................................................................................................................... 17

Appendix I Interview #1 with Simone Pronk for Facilicom ............................................................................ 18

Appendix II Interview #2 with Simone Pronk for Facilicom ........................................................................... 20


1. List of terms

HACCP (Hazard Analysis Critical Control Points): a systematic preventive approach to guarantee food

safety.

ISO 9000: Standards for quality management systems.

KPI (Key Performance Indicator): Management instrument, variables to measure performance.

SLA (Service Level Agreement): Agreement in which quality demands, performance indicators and other

agreements are stated about a product or service.

TQM (Total Quality Management): Management movement aimed at continuous improvement of all

general company performances with a focus on meeting client demands and business strategy.


2. Preface

Welcome we are Facilovation. Facilovation is a company of young professionals that are mainly focused on

innovations. Facilicom Facility Solution drew our attention because they needed to innovate one of their

services. . Facilicom Facility Solutions is a company that takes over the soft services of a company and

arranges it in their own vision combined with their own personnel equipment en processes. Facilovation is

assigned to come up with an innovation on one of the soft services that Facilicom provides. Facilicom has

selected multiple companies to hand in their business proposal. It is our goal to be the best of all

companies and to be selected to implement our innovation into the company of Facilicom.

But, to be able to create such an innovation, there should also be knowledge about the company. For that

reason we created this report, to give you more insight in Facilicom Facility Solutions, their company

profile and the way they manage their services. The company profile will tell everything about the history,

mission, vision and goals of Facilicom and all the ins and outs.

The part of the soft services is about the services Facilicom Facility Solutions currently offers to their

clients and about their quality measurement tools. Facilovation obtained the necessary information to

create this document. Facilovation used the annual report of Facilicom and used information sources such

as the website, the book of Facilicom and some interesting sites and books to find the best information for

our report. The information is necessary to come to the core of our assignment, the innovation.

The described services from Facilicom Facility Solutions are mainly the soft services. About those services

most information was available but we did not elaborate for a full 100% about that specific part. Due to

the third interview, that is not executed yet, therefore the current information is not totally complete but

after the third interview we can finalize that part. Our conclusions were that the services Facilicom Facility

Solutions offers are of key importance to their clients. Quality measurement tools, methods and

techniques are of key importance to Facilicom to ensure their services maintain the highest level of quality

Facilovation tried to succeed in describing Facilicom in the best way.


3. Management summary

Facilicom has experience in managing services for over 40 years, and grown to an international company

with revenue of over a billion euro a year (2008).

The most important stakeholders for Facilicom are their customers, employees and suppliers. They want

to work as efficient and effective as possible, therefore Facilicom always pays attention to communication

and their image.

Facilicom offers different packages in managing services for the client:

Main contracting: taking care of the optimal integral outsourcing of facility services including the

daily execution and management

Single services provider: taking care of one single soft service, with daily execution and

management

Multi service provider: taking care of multiple services, with daily execution and management

Facility Estate management: multi service provider + taking care of the real estate

Project management: taking care of one specific single project

Interim management: taking care of substitutes by internal illness or assist when (short) periods of

extreme business activities suddenly occur

Consultancy: Facilicom can give analyses and a benchmark of facility costs or efficiency at the

client

Control methods used by Facilicom to get feedback from the client:

Evaluation meetings with the client (every six weeks)

Written management-updates in which all actions and running projects are mentioned (monthly)

Management reporting to control the costs and quality of the processes (once every 3 months)

Client satisfaction survey (annual)

Tools Facilicom uses to control and check their quality:

Key Performance Indicators

Questionnaire

Mystery guests

Service Level Agreement

ISO9000

Balanced scorecards

Total Quality Management


4. History Facilicom was started by mister Geurts, back then it was a company who did business in cleaning articles.

When the city of Rotterdam gave Facilicom a big assignment, the organization grew and the company got

the name ‘’Gom’’ (Gebouwen Onderhoud-Maatschappij). Gom had offices in Groningen, Utrecht,

Amsterdam and The Hague. The revenue increased fast and after a while services like painting and

maintenance were offered.

Between 1979 and 1986 the company really expanded. Several companies were started (Gom Security

Services, Gom Tapwacht and Prorest) and Breijer was taken over. Because of these new companies, name

changes etc. the organization came to the current seven departments: Cleaning (Gom), Service &

Technique (Tapwacht), Catering (Prorest), Construction & Installation (Breijer), Security (Trigion), Main

contracting & Multi services (Facilicom Facility Solutions) and personnel services (Axxicom).

Facilicom has also been active in Belgium since 1974 and in 1985 an office in France was opened. Facilicom

also took over a cleaning company in England in 2003.

By being innovative, but keeping things simple Facilicom grew to the size it is now.

4.1 History facility solutions Because of developments in the facility market Facilicom Facility Solutions was first started as Facilicom

Main contracting in 1997. The idea of outsourcing total facility management was new in the Netherlands,

while it was already common in the English speaking countries.

Even though it was new, the concept would fit Facilicom: they owned the infrastructure, knowledge and

especially the clients. When the clients asked to have more services in one contract, the concept was

implemented.

5. Facility department Facilicom Facility Solutions has a service desk, when there is an internal problem, the complaint/request

etc. is registered at the service desk and the problem will be solved. They also use Intranet where all

services are listed and the standards of the services are also on there.


6. Stakeholders Facilicom Facility Solutions has like every other

company a large number of stakeholders. This

can be internally like the employees or

externally like the customers. These

stakeholders expect of Facilicom Facility

Solutions to fulfill their needs and meet their

requirement even though the company is

going through some changes such as changing

one of their soft services.

6.1 Customers The customers of Facilicom Facility Solutions

are all the companies or persons that Facilicom Facility Solutions delivers services to. This can consist out

of cleaning services, security, maintenance or a combination of services. These customers can feel the

effect of the changes we want to make within one of the soft services. It is our task to make sure that the

customers do not notice any change in a negative manner but see the improvement our innovation will

make.

6.2 Employees These are all the people that work for Facilicom Facility Solutions. It is an important task of Facilovation to

motivate and stimulate the employees toward the innovation. The employees of Facilicom Solutions

actually need to carry out our vision with the innovation. The quality of our product is in strong connection

with the dedication of the employees. Therefore we must ensure ourselves that the vision we have with

our innovation is properly transferred and understood by the employees of Facilicom Facility Solutions.

Only then we can make a good step in creating a new innovation that is commonly accepted.

6.3 Suppliers With suppliers we mean all the parties that deliver resources to Facilicom Facility Solution that are needed

to carry out the services and products that they deliver. These parties are stakeholders because when

Facilovation decides to change a certain supply route it can affect the cooperation and process of the

delivering party. Therefore we must communicate and negotiate with these parties to have a clear

overview and no misunderstanding within the altered supply process.

7. Communication Facilicom spends much attention to their communication. They want their customers to feel like they are

served in the most efficient and effective way. Within all their companies Facilicom manages a short

communication line with their clients. Because of this short communication line there is direct contact

between the clients and the employees working for the client.

Facilicom also has a logo; the building is accepted with open arms by the employees of Facilicom. With this

logo Facilicom wants to show their image. The clients and employees have a great co-operation and

communication.

Figure 1 Stakeholders


In December 2008 the Facilicom portal is created. The portal is not just a website, but also a

communication platform where the public, employees and relations can find a growing amount of

information and where they also can come in contact with each other.

The communication within the company has improved too: Facilicom held a satisfaction survey among

their employees. The outcome was that the communication in the company could be a lot better.

Facilicom improved that by innovating their employee’s magazine.

8. Identity & Reputation

8.1 People Facilicom is eager to let all representatives of society work at their company. Also the minorities like

different races, disabled people and homosexuals. Every employee has the same oppurtunities within the

company.

8.2 Planet The policy of Facilicom is aimed at reduzing the environmental impact of the business. One example is the

headquarters in Schiedam, this is a highly energy efficient building (A++ label). Furthermore Facilicom uses

green power in all their branches and are very energy efficient.

8.3 Profit Facilicom is a profit organization without external shareholders. To maintain independent Facilicom tries

to maintain their market share or better yet improve their share. They buy a lot of companies to

strengthen their company

9. Facts & Figures

Facilicom´s revenue grew with 12,4% to more than 1bilion Euro’s in the year 2008,

Facilicom profit grew with 3,5% toward 34.6 million Euro’s in the year 2008

Facilicom had approximately 30.135 employees in the year 2008

Facilicom Facility Solutions had an revenue of 43 million Euro’s in the year 2008

Facilicom Facility Solutions grew with more than 50% which states that the market is demanding

multi services.

Facilicom Facility Solutions currently employs 70 employees

In the year 2008 Facilicom Facility Solutions contracted several big companies like Vopak, 3M and

ESA ESTEC

In 2012 Facilicom expect to get 15% from their revenue from integrated facility services


Figure 2 Company structure #1

Figure 3 Company structure #2


10. Managing soft services

10.1 Description of the services Facilicom has a range of services. A customer has the choice of six different contracts.

Figure 4 Topic web FFS Figure 5 Services within Facilicom

Main contracting; main contracting is the taking care of

the optimal integral outsourcing of facility services

including the daily execution and the management of it.

This is the service by which Facilicom has grown big.

This contract is about all conceivable facility activities in

and around the building. The client can follow our

transparent process whenever he/she wants.

Multi services; with multi servicing Facilicom takes care of

the purchasing of the services, but the management is still

in hands of the customer. A few examples of facility

services are;

Cleaning and Maintenance (Gom) or Catering (Prorest).

Facility Estate Management; this is the newest service concept of Facilicom. Next to the managing of the

services, with this contract, Facilicom is also responsible for the managing of the Real Estate.

By this contract, Facilicom takes the seat of the property owner and makes a valuable contribution to the

image and the identity of the building. An example of a service is; a stable, high return on the building.

Figure 6 Facilicom internal structure


Project management; Project managers take action by specific projects, that Facilicom realizes for clients.

E.g. the co-ordination of moving, or a facility scan for process optimizing, realization of a facility service

point of the guidance of a tender. Facilicom takes care for a pleasant, supple progress of the project.

Interim management; the facility management capacity can be a real solution at many moments.

Continuity during disease or a long-standing leave, guidance as changing projects, of just in busy periods.

The clients can count on expertise, and result responsibility.

Consultancy; consultancy can be an analysis and a benchmark of facility costs, the efficiency or the integral

facility organization. Facilicom advises from practical experience, that is why they come with the right

answer; therefore they guarantee a successful implementation.

With every contract, the client has the ability to choose from several services they would like to

implement. To range all the services Facilicom supplies is too much. But a few examples are;

Multiservice:

Cleaning and maintenance (Gom)

Security and servicedesk (Trigion)

Catering (Prorest)

Construction (Breijer)

HRM (Axxicom)

11. Example of managing a soft service

11.1 Cleaning

When a company decides to hire Facilicom as

their facility provider, the company also has to

think about which facilities they want to hand

over.

Facilicom is a company that has his own

employees and services. At both multiservice

and main contracting cleaning is a part of the

contract.

The client has his own choice whether they

want Facilicom to do their cleaning or not.

The client can also choose what, when, where

and how. What has to be cleaned, when does it

have to be cleaned, where should be cleaned

and how. Of course, Facilicom advices the

clients what can be done best, but the final

decision is always made by the client.

When the cleaning is not done perfectly concerning the client, they can always make a complaint. That

Figure 7 Topic web Cleaning


complaint will be registered in Axxerion, the FMIS system of Facilicom. Facilicom then will start dealing

with the complaint and try to solve the problem.

The quality of the cleaning is measured by different tools. Gom deals with an intern quality system. This

system guarantees an optimal level of the cleaning.

The independent section Quality care & Innovation has random controls. Gom is in possession of the ISO-

certification and the Quality Certificate of the ‘Ondernemersorganisatie Schoonmaak en Bedrijfsdiensten.

Of course, Gom works through the guidelines of HACCP and the strict rules set by inspection services like

‘Inspectie Gezondheidsbescherming.

12. Quality management

Quality management is quite new for many companies. Of course, companies worked on the quality of

their product before, but procedures might be incomplete and can always be improved. When

organizations try to improve the quality of their products/services systematically, we call it quality

management.

Primarily, it is the clients that demand quality of a company’s product/service. And, as client is king,

companies will meet the client’s demands. The usage of quality systems is therefore necessary to maintain

a company’s position in the market.

12.1 Management and control systems Facilicom Facility Solutions uses different management and control systems to keep the quality of their

services high.

First, the desired quality level is determined in the Service Level Agreement. For example, in the SLA’s the

response times of a particular service is noted down. Within these response times a problem has to be

solved. The times are noted down and the results are calculated every 3 months. When the outcomes are

studied it is clear if the SLA is on the right track and where improvements need to be made. By stating a

quality level in the SLA, clarity is created about what is expected.

The next phase is the control phase, in this phase Facilicom Facility Solutions checks whether the quality is

preserved.

Control methods Facilicom Facility Solutions uses:

Evaluation meetings with the client (once every six weeks)

Written management-updates in which all actions and running projects are mentioned (monthly)

Management reporting to control the costs and quality of the processes (once every 3 months)

Client satisfaction survey (annual)

The qualities of the services the suppliers deliver are measured with the following methods:


Activity: Criterion: Checked by:

Catering HACCP Services Image Perception

External bureau Facilicom Facility Solutions Mystery guests Survey amongst users

Safety & security Procedures / tasks

Facilicom Facility Solutions Mystery guest

Reception desk Procedures / tasks Image

Facilicom Facility Solutions Mystery guests Survey amongst users

Source: http://www.facilicom.com/NL/Facilicom%20Facility%20Solutions/Pages/Kwaliteit.aspx

Facilicom wants their clients to be satisfied, which is why they do a client satisfaction survey every month.

Facilicom also wants their employees to be satisfied: Three times a year an independent company

measures the client satisfaction from inside the company. This concerns the services that Facilicom

delivers internally.

12.2 Certification: In 2004, Facilicom Facility Solutions, certified their processes. With that they are the first big main

contractor in the Netherlands who controls the quality of the services according to the fixed norms of ISO

9001:2000. For clients the quality of the services is guaranteed by a transparent method of working.

In 2007 quality management was an important item for Facilicom again, multiservice and facility estate

management also got the certificate according to ISO 9001:2000. One year later, project and interim

management & consultancy were added to that list.

12.3 Which tools for quality measurements uses Facilicom? Key Performance Indicators: KPI’s are made according the nature of an organization and it’s strategy.

They help to evaluate the progress of an organization towards its vision and long-term goals.

Questionnaire: a method to find out facts and opinions about how people think about a certain things.

Questionnaires are mostly linked to other research methods. Because the gathered information mostly

isn’t sophisticated to get a good insight in a topic.

Mystery guests: a way to measure the quality of your services by asking feedback from an external

company. This company sends guests to your company who are going to check the quality of your services.

The outcome isn’t always very reliable, because the way people experience quality, differs by every

person.

Service Level Agreement: A SLA is an agreement between a service supplier and his clients. In the SLA is

explained on which level services should be delivered, what the costs will be, and the consequences when

a service is not delivered at the right level.

An SLA consist out of 6 basic elements:


The provided services and products

Quality: performance, and quality level

Delivery conditions

Authorities

Sanctions

Costs ISO9000: An international certificated with which you can prove that you are doing the things right. Every

year the ISO company comes back to check if the company is still obligated to have the ISO certificate. The

ISO 9000 is about organizing your services in the correct way. If you have organized all your work in a

correct way, you can be rewarded with the ISO 9000. As it is worldwide know, it gives customers trust in

your company.

Iso checks if you deliver quality on the next topics:

How is your customer focus? You have to focus a lot on your customer.

What kind of leadership does your company have? ISO wants companies to have their leader motivate the employees to come to better results.

Involvement of people. The abilities of all people working within a company should be used for the organizations benefit.

Process approach. All activities should be seen as processes. Processes have guidelines, which makes it easier to prevent your company for making mistakes.

System approach. The management should she the company as a system. If one part of the system doesn’t work, the other parts neither can deliver quality.

Continual improvement. The company should improve itself constantly.

Decision making. All decisions should be made according to the analysis of information and data.

Supplier relationships. The company must have a relations with the supplier in which both parties

can create value.

Balanced scorecards: balanced score cards give an insight in a lot of the information a management team

needs to run a business. Balanced score cards gives businesses the possibility to:

Adapt the results to the goals of the company.

Focus the activities according to the company’s strategy.

Let the employees work on the right things, and directs the effort of employees to the right goals.

Improve the results of the business constantly.

Total Quality Management: TQM is based on continuous improvement in all processes, goods and

services, as a result of the creative involvement of all stakeholders.

The main principles of TQM are:

The top management should create an motivating environment

Employees should be constantly trained on delivering quality.

The whole company should by costumer focused.

Employees and managers have to work according to facts. All decisions have to be made according to facts which are measurable by researches.

The company should improve itself constantly.

The company should try to create a great team feeling. This leads to better results.

The company should motivate their employees to be pro-active in improving services related to quality.


For an overview of the quality management tools being implemented in the clients company we would like

to refer to figure 8.

Figure 8 topic web managing quality

Controlling suppliers

Management Level

Tactical level

• Questionnaires

• Mystery guests

• Facilicom Facility Services

• External companies

• Management updates

• Evaluations with client

• Questionnaires

• Management reports

• SLA


13. Source list

Books:

P.H.J. Janssen, 2006, Het facilitaire kantoorgebouw Facilicom, Arko Nieuwegein, Facilicom Schiedam

A.A.L.G. Wentink, 2005, Kwaliteitsmanagement, bedrijfsvoering en organisatieontwikkeling, LEMMA

Utrecht

C. Hannabarger, 2007, Balanced scorecard strategy for dummies, Wiley Hoboken

John S. Oakland, 2003 3rd edition, Total quality management, Butterworth Heinemann Oxford

Drs. G.W.A. Maas, Drs. J.W. Pleunis, 2001 2nd edition, Facility Management, Kluwer

Websites:

www.facilicom.nl, November 2009

http://www.facilicom.com/nl/facilicom%20facility%20Solutions/Pages/default.aspx, November 2009

ISO Quality Management Principles

http://www.iso.org/iso/iso_catalogue/management_standards/iso_9000_iso_14000/qmp.htm, November

2009

http://www.iso.org/iso/iso_catalogue/management_standards/iso_9000_iso_14000/iso_9000_essentials.

htm, November 2009

http://eulab.nen.nl/frameset.htm?url=%2Fcontent%2Fnederlands%2Fmanagement_kwaliteit.htm%234,

November 2009

Other:

Lecture NHTV Skadi van Hemert

Lectures NHTV August Timisela about project management

Interview with Simone Pronk at Facilicom

Interview with Simone Pronk at Philip Morris

Nick Nijkamp, junior sales manager at Planon

Jan van Rabenswaaij, Sales manager at Axxerion

Annual report 2008 Facilicom

http://www.facilicom.nl/

http://www.facilicom.com/nl/facilicom%20facility%20Solutions/Pages/default.aspx

http://www.iso.org/iso/iso_catalogue/management_standards/iso_9000_iso_14000/qmp.htm

http://www.iso.org/iso/iso_catalogue/management_standards/iso_9000_iso_14000/iso_9000_essentials.htm

http://www.iso.org/iso/iso_catalogue/management_standards/iso_9000_iso_14000/iso_9000_essentials.htm

http://eulab.nen.nl/frameset.htm?url=%2Fcontent%2Fnederlands%2Fmanagement_kwaliteit.htm%234


Appendix I Interview #1 with Simone Pronk for Facilicom

Introduction

Welcome and thank you for reading this interview report. This report is created in a different way than is common. Due to circumstances we were not able to be present at the interview. Nevertheless colleagues of ours were present and together with our knowledge, notes and personal information of these persons we were able to create this report. This report is based on an interview with Simone Pronk who is a Facility Manager at Facilicom. By conducting this interview we hoped to get a better insight in the company Facilicom and their services. This interview was the first of a total of three interviews. When completed these interview we will have obtained enough information to implement in our assignment which consists out of creating/ innovation a soft service of Facilicom. Interview Facilicom 2 October 2009 Where does the personal of Facilicom most often work?

Facilicom mostly works on site. This means that when they work they often are located at the premises of

their clients.

What contracts does Facilicom Handle?

There are 2 kinds of contracts namely:

Multiservice contracts. This consists out of all services and is most often cheaper than other contracts

Main contracting. When having this contract you are not obliged to work with all divisions, you have freedom of choice

What is the Function of a Site manager / Account manager?

Underlying divisions can contact this person. This person is the key connection between other departments.

What are the current trends?A particular trend at the moment is the offering of more services towards

clients. For example the Vehicle Fleet. In this case Facilicom takes over the services of a company and

arranges the complete vehicle fleet.

Next to that is really a trend to do something sustainable within your company. It is a real hype to have

your company image as sustainable. Facilicom sees that back in their clients and their wishes and

expectations

Does Facilicom experience a strong market competition?

No Facilicom actually does not experience strong market competition. Reason for that is, that Facilicom as

one of the few companies delivers a wide scale of services such a wide scale that other companies cannot

match.

What FMIS does Facilicom use and why?

Facilicom used the FMIS system Axcereon and the reason for this system is that is significantly cheaper than

other FMIS systems. But Facilicom uses the program for 1.5 years at the moment but it is not

performing at an optimal level.

How does Facilicom handle problems internally?

1. There is a complaint, malfunction, announcement or request. 2. The service desk codes the incoming matters 3. This is implemented into the system 4. The matter will be emailed towards the contact person


5. The contact person checks the matter and replies 6. The problem is going to be solved

Does Facilicom use SLA’s and how are these measured?

Yes Facilicom uses SLA’s. In the service level agreement manual are noted down all the response times of a

particular service. Within these times the problem has to be solved. These times are noted down and these

results are calculated every quarter of a year. When these outcomes are studied it is clear of the SLA are on

the right track and where improvements need to be made.

Does Facilicom use an Intranet?

Yes they do. On this intranet are all the services listed and what the standards are.

Does Facilicom measure the satisfaction of their clients?

Approximately once a month Facilicom performs a client satisfaction survey. The only problem with this

survey is that they need to calculate the outcomes by hand. There is no system for this matter at this

moment.

Does Facilicom measure the satisfaction of their clients in a other way?

Yes, three times a year an independent company measures the client satisfaction from inside the company.

This concerns the services that Facilicom delivers internally.

What solutions would Facilicom like to see within their company?

Facilicom would like to see more cost reductions. In these tough economical times cost reductions are a

good solution to save money. Next to that Facilicom would like to improve some processes within the

company. There is a lot to gain in these processes within Facilicom. Furthermore Facilicom would like to see

a solution for the waste and pigeonholes. They would really like to see these points centralized somewhere

inside a company.

What is not done within the innovations?

There is room for innovation within Facilicom but the quality is of key importance. If an innovation

damages the quality the innovation cannot be used.

Where do you think new innovations lay?

Every manager per floor needs to come up with innovations once a year.

They innovate by means of the lean and kaisen filosophy.

There is an open project to get less waste.

e.g. unnecessary walking , transport and flow

If we had more questions, it is allowed to call her

Naam: Simone Pronk

Telefoonnummer : 0653536343

Outcome for innovations

There is a lot of innovation possible in the corner of waste management, transport and creating a

good flow.

We can also look in the corner of the FMIS system or handling contracts and SLA’s


Appendix II Interview #2 with Simone Pronk for Facilicom

Introduction Welcome and thank you for reading this interview report. This report is based on an interview Sander van den Bosch and Luuk Snel conducted with Simone Pronk. This is the second time we have interviewed Simone Pronk. The first interview was conducted at the Facilicom head office in Schiedam and the second interview of which you are currently reading the interview report was conducted at Philip Morris in Bergen op Zoom. Philip Morris is a big client of Facilicom and Simone Pronk is the representative and responsible person from Facilicom within the Dutch location of Philip Morris in the Netherlands. | By conducting this second interview we hoped to get a better insight in the company Facilicom and their services. Only this interview was more specified towards the FMIS system that Facilicom and Philip Morris uses and we wanted to get more specified insight in the services that Facilicom delivers towards Philip Morris. This interview was the second of a total of three interviews. When completed these interview we will have obtained enough information to implement in our assignment which consists out of creating an innovation for a soft service of Facilicom. Interview at Philip Morris 13 November 2009 Why Facilicom did chose to use Axxerion within Philip Morris? Axxerion was able to create a custom made FMIS system that fitted the wishes of Philip Morris. Next to that is Axxerion in comparison towards other FMIS systems relatively cheap and the user friendliness is at a high level. The only down side of Axxerion is that the creators of the FMIS system do not have any experience in facility management. This causes some complications in the applications. It is not build with the vision of a facility manager and therefore a lot of specification of the client is needed to get a reasonable level of quality within the applications of the system. Does Facilicom have any influence on their own presentation within a company they deliver services to? No, Facilicom does not have any influence on that. The client can specify in what matter Facilicom need to represent themselves inside the company in ways of presentation of logo’s outfits and other ways of representation. But the procedures and regulations Facilicom used are specified by Facilicom and not adjustable by a client. How are the KPI parameters within Philip Morris set? The parameters for the KPI within the company are specified in consultation with the client but the basic principles are made by Facilicom. Next to that Facilicom is creative in handling illness or injuries of their employees. When a cleaner is injured and cannot walk they get an office job. In this way they can optimize the working potential of their employees. Does Philip Morris have wishes for the future concerning Facilicom? Yes Philip Morris certainly does! On all the locations that Philip Morris has they want to outsource the facility package to a facility services supplier. Next to that they want to standardize the regulations and agreements on all the locations. The only problem is that every country had its own methods, culture and financial system. For example a cleaner earns four times as much as a cleaner in Turkey. Therefore it is really complicated to standardize the facility packages. What are the conditions that Philip Morris states to accept a new innovation? If you can proof that the return on investment on a project or innovation you want to implement is within 1.5 years the possibility that the project or innovation is approved is very high. If the innovation is cost reducing and Facilicom suggested the idea there is a shared saving of one year. This means that the reduction in costs is split between Facilicom and Philip Morris. This means that with good cost reductive solutions Facilicom ears money. There is also an advantage for the employees of Philip Morris. They can hand in their ideas in an idea box and if their idea is of any use the can get a financial compensation which can lead up to a 1000 euro’s Does Facilicom provide services for Philip Morris all over the world? No, Facilicom only delivers services to Philip Morris in the Netherlands.


What kind of contract is there between Facilicom and Philip Morris? Facilicom and Philip Morris have a contract for 5 years. Within this contract there is also a CCN. This stands for change control note which eventually means that if there is an increase or decrease of production exceeding 10% the contract needs to be revised. This to prevent that when the production process changes the cleaning for example clean to often or in a insufficient manner. In this way the contract is very flexible and both parties stay satisfied. Has there been a shift in the services that Facilicom delivers to Philip Morris? Yes, there has been a shift the last years. This concerns the waste management. Due to regulations the handling of waste has become a lot more expensive. Next to that the production process of Philip Morris had changed and due to this change the factory produces more waste. A couple of years ago the waste of Philip Morris was profitable but now it costs Philip Morris around one million euro’s each year. The reason for this is that the removal en destruction of the waste has increased enormously in costs. Nowadays the waste has to be shredded, transported and destroyed by an independent company “Sita” and under the supervision of a supervisor of the Dutch customs. This new process makes the waste management of Philip Morris a lot more expensive than it used to be. Are there more problems concerning waste management? Yes there are. DHL is currently in charge of the logistical process within Philip Morris. They arrange the waste distribution of the Philip Morris site. But they do not monitor of care for costs. For example when a wooden pallet is used it is thrown in the garbage container instead of being sold back to the owner for recycling. Philip Morris has already paid for the pallet so it is not an extra cost but some cost can be earned back. And in the end this could save Philip Morris thousands of Euros. What are your current assignments? Simone Pronk is taking a look at the energy consummation and trying to find a suitable energy supplier that can deliver the energy at a lower price than the current supplier is doing. Next to that she is looking in to LED lighting. This kind of lighting is supposed to be cheaper and Simone Pronk is doing some research about this subject. And last but not least Simone Pronk is busy with arranging and looking through the car fleet of Philip Morris. This is a service Facilicom has recently taken over and needs some attention because it is a mess. Facts and figures:

Philip Morris in Bergen op Zoom is the only location Philip Morris has in the Netherlands.

The biggest part of the production of Philip Morris in the Netherlands has Japan as its destiny.

Philip Morris Netherlands produces around 70 billion cigarettes a year.

Philip Morris has around 2400 employees whereof 200 are part-time employees.

These part-time employees will disappear within a couple of months.

Philip Morris has more factories in Europe namely in Germany, Poland and Turkey

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