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PFM AWARDS 2014: Meet the Partners in Expert Services finalists

09 July 2014

Norland Managed Services with NEC Group
Norland Managed Services with NEC Group

The three finalists in the Partners in Expert Services category are BaxterStorey with Bupa; Incentive FM with Liverpool Football Club; and Norland Managed Services with the NEC Group.

BaxterStorey with BUPA
BaxterStorey has worked in partnership with Bupa to support its strategic and reactive needs and to ensure goals and targets are aligned throughout. With respect to driving down costs, BaxterStorey’s objective was to cut catering operational costs by 20%; this amount was exceeded, and more than £55,000 was saved pa. BaxterStorey worked with Bupa ‘Well World’ to align the catering strategy with Bupa’s employee health and wellbeing programmes, and the Bupa Catering Champion asked BaxterStorey to sponsor a WIFM (Women in FM) event. This element of the partnership showed commitment support to FM and Bupa by catering for a network event attended by FMs. In addition, BaxterStorey’s creative contractors IRFC, worked with the FM team to create a feedback wall, and a training plan was jointly developed by Bupa FM Contract Champion and BaxterStorey account manager to maximise current and planned courses. Focusing on relevant and cost-effective practices that would help the FMs at each location better understand, contract catering, partner implementation and overall contract manager. BaxterStorey and Bupa worked in partnership to re-vamp the community café of the Salvation Army in Brighton and connected with the FM supply chain to assist in supporting the homeless; with respect to the 2014 floods, BaxterStorey worked with Bupa to create a disaster recovery plan. 

Incentive FM with Liverpool Football Club
Incentive FM Consultancy, part of the Incentive FM Group, has worked with Liverpool Football Club, the premiership football club, as a strategic partner since January 2012 to deliver creative and leading-edge FM service solutions. This partnership was built on a foundation of openness, transparency and mutual understanding of the club’s objectives. Initially there was concern many of the operational practices at LFC were historic, and that while they may work and have served the business well over the years, they weren’t  necessarily the best solutions together with resultant risks, costs and resource levels for the current and potential future needs. The partnership continues to grow and evolve, expanding into additional reviews, ongoing support, and monitoring of the original provider appointments. Key partnership achievements a new, future-proofed FM operational model supported by best in class service providers, successful introduction of three new core suppliers (VSG Cleanevent and Integral) replacing the nine previous providers, a ROI within six months of new model operation, on-time delivery of a comprehensive review and tender process, with a clear focus on stakeholder and working party engagement at every stage, ongoing partnership with extended scope to include the re-tendering of specialist security
services in 2014, and attendance at quarterly review meetings to act as a ‘check-and-balance’

Norland with NEC Group
The NEC Group is the Birmingham-based venue management company where Norland was awarded the hard services FM contract in September 2012. Norland is responsible for maintaining four world-class venues: The NEC, the ICC, the LG Arena, and the NIA. With more than 4m people coming together at the NEC Group’s venues to learn, do business and be entertained it’s vital Norland’s dedicated teams across all sites deliver to a high standard ensuring events take place. “We look to deliver a highly skilled, customer focused and driven team at all times,” says the outsourcer. “This expectation has been backed up by the many visitors to site saying the age of the building doesn’t match the high standard on show and the team onsite always go the extra mile to provide a better service for the customer’s 850 events each year.” The contract operates on a 24/7 basis owing to the nature of the 850 plus events that take place in the various venues. The maintenance package is driven by statutory and PPM activities, ensuring critical plant remains operational and maintaining the life expectancy of the plant, while the PPM and reactive activities are recorded and monitored using the FMX CAFM system. This allows the in-house FM managers to measure, plan, manage and control all types of facilities services from one system.


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