ThinkFM took place on 13 May 2015, hosted by Daisy McAndrew, former Chief Political Correspondent, Economics Editor and Special Correspondent for ITV News, speakers included:
Conference keynote: Andrew McMillan
Andrew McMillan spent over 20 years with John Lewis Partnership, the last eight responsible for leading customer service across the department store division. During his keynote Andrew will delve in to how customer service should reflect internal culture to give competitive edge. In a climate where many are making cuts, he will argue for creating a distinct, discernible and appealing personality for a business through their employees. By viewing them as an asset rather than a cost, you can deliver a degree of long lasting competitive differentiation few achieve but many aspire to.
Session: Guardian: a digital change management story
Alison Hall, Director of Change at Guardian News & Media
Digital change can be some of the most difficult to achieve, especially in an industry that is reliant on physical items or services. Over the last 10 years Guardian News & Media has had to completely shift their strategy to accommodate the new world of digital media. To help realise this change a relocation was required.
Session: Making the grade; exceptional customer experience as a differentiator in HE
Bill Hancox, Director of FM, Edge Hill University
The key message: The changing HE environment and the opportunities for the FM function to positively contribute to the core business – the attraction, recruitment and retention of students. The real value and potential of people and how their individual contributions contribute to the whole – maintaining a clear line of sight between the corporate vision and individual objectives. The need to actively identify, engage and satisfy all customer groups – gaining an insight into their present and future needs, their expectations and their perceptions.
Session: Making the grade; exceptional customer experience as a differentiator in HE (as above)
Steve Igoe, Deputy Vice-Chancellor, Edge Hill University
Session: More than a building project
Adam Smith, BMW Group, Summit ONE Project Lead
> The key message: Physical environments can play a key role in supporting change in the organisation. If the design and offering is approached in partnership with key strategic topics such as corporate culture, change and employee engagement, the power of buildings and facilities can be fully exploited in driving business results long after the building project is over.
Session: Storyville: The tale of the “every day wonderful” challenge @ Three
Sean Jones, Three, Head of Property and Facilities Management (Corporate)
> The key message: Effective collaboration drives the right behaviours and positions FM as a key contributor rather than a necessary overhead.
Session: Applying M&S’s sustainability programme, Plan A, to its property estate
Munish Datta, Head of Plan A & FM, Marks & Spencer
> The key message: Operating M&S buildings sustainability is critical to the success of Plan A
‘After the Human Genome Project’
Jim Hood, Director of Customer Services, Wellcome Genome Campus
> The key message: Facilities managers can apply capabilities in scientific facilities and services to meet the needs of the fast changing world of genomic research.
‘ROE – ‘Return on Emotion and Engagement’
Monica Parker, Founder, Hatch
> The key message: Creating value isn’t just about pounds and pence. Don’t forget the importance of the human element when looking to create value from a workplace transformation.
‘The Rise of the Humans: How to outsmart the digital deluge’
Dave Coplin, Chief Envisaging Officer, Microsoft
> The key message: How the rapidly rising volume of information is affecting all aspects of our lives as individuals, as consumers and customers, as workers, and in business.
‘Shift or shrink’
Frank Van Massenhove, Chairman of the Board of Directors, FPS Social Security
> The key message: How do you motivate your employees and how you convince them that they can decide for themselves when and where they work?