the role of facilities management in employee engagement

The Role of FM in Employee Engagement

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2 May 2023 | 2

If a business's biggest asset is its people then what can facilities management do to ensure they are the most productive they can be?

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The Customer A vulnerable present with an uncertain future is a permanent condition.

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Good V Great Companies

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What Do You Want Your Customers To Become?

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South Africa 9% 46% 45%

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Employee Engagement in SA

46% Not Engaged

45% Actively Disengaged

9% Engaged

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My Workplace Does NOT Allow me to…

Physically move during the day and change postures

Move around easily throughout the day

Socialize & have informal conversations with colleagues

Accommodate mobile workers

Easily and freely express and share my ideas

Feel a sense of belonging to my company and its culture

Feel relaxed, calm

Concentrate easily

Choose where to work, based on the task I am doing

Work in teams without being interrupted or disrupted

0% 20% 40% 60% 80% 100%

57%

59%

65%

79%

84%

84%

85%

85%

86%

87%

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Facebook gets it wrong?

2500 people in a 1.6km long office

Facebook gets it wrong?2500 people in a single room 1.6km long

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The Collaboration Paradox

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The 13% Most Engaged • 98% concentrate easily• 97% freely express and

share ideas• 95% work in teams

without being interrupted• 88% choose where to

work within the office, based on their task

• 95% feel relaxed, calm• 97% feel a sense of

belonging to their company and its culture

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Top 25% v Bottom 25%• 50% Fewer accidents• 41% fewer quality defects• 32% lower healthcare costs• significantly higher • productivity,• profitability• customer ratings

• less turnover & absenteeism• most likely to drive innovation,

growth, and revenue

Customers will never love a company until its employees love it first –Simon Sinek

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Workplace Expression-Communicating withbrand values and culture

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Engaged Employees Drive Business Growth

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• Try 57% harder, • Perform 20 %better• 87% less likely to leave • I can impact quality: • Engaged 84%–Non-Engaged 31%

• I can positively impact customer service:• Engaged 72%–Non-Engaged 27%

• I can positively impact cost: • Engaged 68%–Non-Engaged 19%

• I am likely to stay :• Engaged 59% Non-Engaged 24%

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• IES found that a 1% rise in engagement led to a 9% increase in sales in as little as one month

• Increased employee engagement lead to a 12% increase in customer satisfaction and double‐digit revenue and margin growth. (Serco Study……FM Company!)

• Highly engaged employees achieve 2x the annual net income for organizations over those that lag on engagement.

• High levels of employee engagement generate 2.6x EPS growth.• Companies with a highly engaged employee

population had a 5.75% difference in operating margins and a 3.4% difference in net profit margins

• Aon reports that 1% increment in engagement=0.6% growth in sales. For Aon that is $20 million in increase in operating income

Engagement is a Bottom Line Issue

Who is the our Guide?

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Who Do The Others Look To?

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Health Wellbeing & Productivity

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Service Employee Engagement Drives Higher Customer Satisfaction

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Predictor of•Productivity,•Efficiency•Customer focus•Service quality & •Profitability.

Five Pillars Of An Authentic Workplace: 

• Combine workplace design with your individual company culture

• Be environmentally friendly• Recycle, recycle, recycle• Link office design to your staff

needs and requirements by providing a combination of different areas

• Always use and include individual company brand identity.

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Workplace & Engaging Design

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Steelcase Key Finding

Employee EngagementPositively Correlates withWorkplace Satisfaction

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Steelcase Key Finding

• More control = More engaged

• Choice ‘buys’ engagement

• Allocate space to needs not individuals

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Workplace Design and the Concept of Collisions

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Workspaces That Move People-HBR (concept of Collisions)

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The Value of Productivity

Performance Asset or Productivity LiabilityLeesman review No 18

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People v Places

Return on Engagement and Investment

• Happiness is the FM’s Job!• Return on Emotion &

Engagement• Cause (the reasons for

disengaged workers)• Control (realising that giving

workers more autonomy increases their productivity)

• Contemplation (stimulating ideas) and

• Community (a sense of connectedness among employees).

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Proximity, Privacy & Permission

Proximity• Space between each other• run-ins” at shared resourcesPrivacy• Visual and acoustic• Territorial and Informational • See people approaching

them.Permission• House rules of what is

“permissible”• Degree of informal

socializing• Interruptions

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Take Aways

Design for Well-Being

PhysicalEmotionalCognitive

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Create an Ecosystem of Different Spaces

FocusCollaborateRejuvenateSocialise and Learn

Employee Engagement & the Role of Facility Management

• FM crucial for productivity and wellbeing.•Workplace is a key driver of employee engagement • FM service is an extension of the level of care by management.• 3D Billboard for Organisations Brand • Prospective employees impressions• Employees who receive excellent service deliver equal levels of service to their customers. • FM’s can significantly influence employee engagement. • FM service creates a positive work environment in the minds of employees.

Employee Engagement & the Role of Facility Management (cont…)

• Facility managers directly influence• Encouraging employee focus, • Employee collaboration, • Employee learning and • Socialization.

• Effective use of these environments translates to significantly improved performance. • The FM teams significantly impacts the

bottom line. • The manner in which the service staff

treats clients, greatly affects the attitudes of those served.

2 May 2023 | 39

@fmfundi @workplacefundi

Unquestionably, FM is well placed to lead the Workplace. But if we don’t our colleagues in IT or HR will and we will be confined to the commoditised scrapheap

Employee Engagement & the Role of Facility Management

Thank Youamason@tsebo.comandrew@workplacefundi.comwww.workplacefundi.com@workplacefundi

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