Ashwini Walawalkar, Country Head, Technique Control Facility Management speaks with C&A

How has the FM industry evolved over the years?

The Facility Management (FM) industry has evolved tremendously over the last two decades. This evolution has taken place across the industry from contract management or from outsourcing towards becoming service partners. There has been a growing movement across corporates wherein they have become cognizant of the fact that it makes greater sense to outsource the jobs that are not a part of their core business. This enables them to partner with organizations that extend services to take care of their infrastructure and people and let them focus on their main business and deliverable. The FM industry encompasses of experts who have the know-how, skill set and experience of maintaining and undertaking the upkeep of properties as well as rendering end-to-end support in transforming spaces.

In India what is the daunting task in any of the various areas of facility management? 

 While daunting may not be the right word to define the areas and services that fall within the ambit of facility management, we do agree that each job undertaken is vested with great responsibility. As we manage clients’ premises, we are not only responsible for our company’s brand image but also for upholding the values of the client whom we are extending service to. Therefore, mitigating any risks posed to the brand image becomes one of our most crucial tasks. In terms of the services extended under facility management, cleaning services that entail access to all the areas; especially ones with confidentiality, maintaining critical assets through technical services, security services to safeguard people and assets, empowering hygiene and sanitization to the highest standards, each service has its own protocols and guidelines. We have touch-points at the client premises and with their employees across each level for streamlined operations and coordination.

The core competencies of facility management 

 The core competencies within the facility management industry are multifarious. The onus is onto us to understand and evaluate each client’s needs and ascertain the kind of services required, and how we as a services partner can offer them efficiently. Once we are aware of the requisites and the inherent challenges being faced to this end, we can tailor solutions accordingly and deliver them through our trained and experienced employees. Our employees have an eye for detail and are equipped with the knowledge, expertise and the logistical requirements to deliver unparalleled service.

What is the perspective about facility management as an industry in the country? 

 We have undoubtedly come a long way with regard to the initial perception surrounding the facility management industry, to where we are now. While this change in perception has been instrumental, we still have a long way to go. There have been various conversations on this topic, however, the fact remains that it is still conceptualized as the manpower or blue-collared services segment, which hardly defines it and showcases the industry for what it is. There is study, science and expertise behind this field and we are evolving continuously and are invested towards creating and extending solutions that redefine and transform businesses, enterprises and domains.

 The role of technology in facility management in India 

Technology has become quite crucial for our industry. India is a country that thrives on innovation and continuous improvement and hence the facility management industry falls in line with that vision and ethos. The services provided by FM need to deploy technology solutions to provide the best in class services. Right from robotic cleaners, visitor and parking management systems, access controls to measuring of carbon footprints, everything harnesses the power of technology.

 What makes successful facility management or manager in any set-up? 

The most important aspect according to me is that the facility management provider or organization has to be aware of the clients’ needs. Until they are cognizant of the pain points and the expectations that the clients have, they will not be able to devise and provide the correct solutions. Another important aspect is that they have to know their teams and the people that they are working with. The FM needs to be aware of his teams’ skills and strengths and follow through with efficient communication which is critical. It is with this knowledge and awareness that they are able to work towards and deliver excellence in providing client needs and services. Once these areas are synced, this will drive success and create a win-win situation for all.

Your advice to budding career professionals in this sector. 

I have been a part of the facility management industry for the past two decades. My advice to any individual who would like to visualize and work towards creating a career in this industry would be to be adept, ready to be on their toes, flexible in their work approach and most importantly to be passionate about the people, and compassionate about their customer’s needs. Today, there are several avenues right from freshers to professionals to excel and make their mark in this industry. If they are ready to undertake these responsibilities, then truly the sky is the limit.

How has the FM industry unfolded new opportunities for Blue Collar workers  

We fondly call our employees as front line colleagues, because they are our soldiers in the front. We have an increasingly high inter-dependency on them as they are the ones running the show. The industry has created several opportunities and has inspired possibilities for each individual who joins the field. We are vested in charting out a career path for our front line colleagues and in giving them opportunities, training, educating and upskilling them. They have the option to join courses to brush up their skills and learn new competencies. There are several examples of individuals across this field who through their tireless efforts have moved through the ranks to assume greater responsibilities and helm various services.