Proveedores de Facility Management (II Tipos de Demanda)

Facility Management Providers (II – Types of Demand)

This article is part of a series: (i) ‘An Introduction’, (ii) ‘Types of Demand’, (iii) ‘Types of Supply’ and (iv) ‘Win-win Relationship’ and the series is part of the content of Module number 8, “Service Provision”, of the International Master Online in FM that the FMHOUSE Institute will launch in September 2016.

With this article we want to share simple and clear information that makes it easier to distinguish in the market amongst the growing diversity of FM providers that exist, so a client can choose the proper partners and know everything necessary before inviting them to tender. It can also be useful for the supplier companies to allocate themselves in one segment or another, which can help them identify their target clients and differentiate them amongst their competitors. As we always say, without good FM providers we could not have good FM models.

It may seem difficult to identify what comes first in FM, if demand or supply in a service cycle. This difficulty lies in the fact that sometimes we as clients don’t know if we have to ask for an “FM service” or what should happen is that we should be offered that “FM service” and we as clients accept it or not. If we analyze that service cycle as a process that should be followed to defy the needs until the complete provision is achieved, it may be clear that the beginning, the trigger, must be always the definition and it should be carried out by the client without the influence of providers. What is definitely clear, and there’s no doubt about it, is that one depends and conditions the other and there must be some kind of harmony that grants the wished win-win relationship we so often preach about and defend in Facility Management.

Unfortunately, and much to our regret, in most markets not everything in FM and most companies still operate with traditional models. Mixed models start to show, models that are half way or more advanced definitions. Although a few, there are also cases where the definition of individual needs and their relation level may be considered strictly speaking 100% FM models.

Defining what an FM model is not easy and it’s not part of these articles’ scope. It’s even harder to evaluate if a model is an FM model or not and in which percentage, this is to say, how much FM it has and how much it lacks of. There are 5 basic rules that must always been fulfilled and that we will only mention to establish a common ground regarding what should be the minimum content and how this conditions demand. (i) The definition of needs should always be based on availability. (ii) The expectations of direct services and the relationships between them and all stakeholders must be fulfilled. (iii) Everything defined and proposed must be measurable with coherent metrics and criteria. (iv) A variable retribution must be linked to measurement. Finally, (v) all this as a whole must allow the highest risk transfer.

There is always a high risk if needs are not defined and coordinated under FM parameters and yet a client looks for a provider that offers this kind of service. The risk affects the client because the rules, the model, will not allow him to enjoy the expected benefits of flexibility or dynamism. The risk affects also the provider, because if he accepts the conditions without warning the client, he will find himself in unstable balance where, when the client demands what he thinks he should receive, a disagreement situation will show up, risking the contract’s continuity. And finally this risk affects also the market, which will not rely on this kind of models if both parts don’t get satisfied, when the problem was in the definition and not in FM or the providers. In this second article, we begin with the premise that when we speak about FM models all these basic and needed elements are fulfilled to articulate it successfully.

We want to focus on the possible demands types and how these condition the type of provider. To do this we will distinguish between the aspects that we already defined in the previous article about management and provision and their combinations. In a model we will always have several services and not all of them will be defined at the same level. That is to say, not all of them will be “S” and not all of them will be “SL”. Neither will we find situations where 100% of management or 100% of supply is required. There are situations where resources are shared between client and provider or providers working on the operational level or where decisions are taken together.

The analysis and decision making tasks that result in this kind of provision model, that is to say, which kind of provider we need or how many or how service should be shared or where they should be places or distributed is not part of this article and we will begin with the premise that we already have a provider model that helps us to reach the provider we’re looking for.

The models’ situations are made of the sum of the particular situations of each service and not all are always in tune. This offers a combination of situations with traditional models and situations with FM models, which makes a detailed analysis very complicated. The amount of resources that we need in each case would also be an obvious determinant, but we will not analyze that now. To simplify the multiple possible types of demand we present the following scenarios in Figure 1:

escenarios de demanda

In case A, we will look for a type of provider that grants service provision from the operational point of view, being the contracting client –the company that receives the services- who makes the decisions about the type and coordination of necessary resources and the way the service is provided. Depending on how the need has been defined, if it is an “S” or an “SL”, the model will be closer to an FM contract.

In case B, what is demanded is decision making, management. We are looking for a provider that coordinates activities and resources that we assume we have in-house. Sometimes these models are used when the client exploits a building or commercial facility, although provision is also outsourced, it’s carried out by a company different form the client itself.

In case C, what we look for are external agents that provide service management and supply. In this scenario multiple combinations show up when we decide we want the same company to do everything or different companies to do it partly or just in a particular area. This, with the determining elements of the different management models, makes it necessary to carry out a detailed analysis and a deeper study.

Finally we have included a D scenario, where own and external resources are combined as much as in the management area as in the supply area. All former scenarios were “perfect”, that is to say, except for the last one all of them were all or nothing. Reality is never like that. There are always distinctive features, since all service are not equally defined, not all services enjoy the same resources, and the FM Department’s employees cannot make decisions on all the aspects they would like to.

It’s obvious that we should agree and define what we expected form every service and the combination of all services before we get out and try to hire an extern provider. Depending on the market and the types and number of existing providers we will be able to define more or less advances models, with the guaranty that we will find proper provision. This grants that we will have one or several providers that will understand what they’re asked for and will be able to offer service provision in the way we want them to. This is also decisive when we dimension the general demand.

In the next article we will continue with the types of provision, this is the FM providers’ classification.

share on your social networks
Share on facebook
Share on twitter
Share on linkedin

Do you want more information about what we do in Consultancy, Training and Research en Facility Management?

Hola, ¿cómo
podemos ayudarte?

Rellena el siguiente formulario y te enviaremos el reglamento interno y código ético:

Participate in the Observatorio FM

You can choose between these 3 options to participate:

How to participate?

Collaborating with the Observatorio FM is a personal and voluntary decision, and there is no contractual obligation or economic retribution for it.

Any interested person can apply to participate as a leader of a new project, or apply as a collaborator in an existing one.

A technical committee will evaluate the subject matter of the proposed projects and the applications of the participants, deciding which ones are carried out and by whom.

Each person decides how much they want to dedicate, depending on their availability or type of project. The aim is for it to be an altruistic activity and not an additional workload.

What does it consist of?

To promote and publish studies that help professionals in the sector and to help others understand our profession and discipline.

The results and deliverables are shared openly, always acknowledging the contributions of all authors and contributors.

The Observatorio FM’s activity will respect the objectivity, ethics, rigour and good practices that govern our Research area.

Contributors have access to the best collaborative tools, sectoral information and contacts, as well as the assistance of expert consultants and researchers at international level.


FM Observatory

FM Observatory is a platform which develops and disseminates Facility Management information. It’s accessible to all those who’d genuinely like to participate. Ethical use and objectivity are essential, and all results must be shared. You decide how long you devote to it and what you want to achieve.

You can participate as:

  • Leader: define the topic and coordinate the activity
  • Collaborator: help with development

We will provide:

  • Current situation and trends regarding the subject
  • Access to experts and advisers
  • Collaborative tools
  • Design assistance and dissemination platform

All contributions will be given credit in completed projects.



We are part of the European research group and we work in international teams to develop different types of initiatives:

  • Public financing
  • International bids

We also work for service providers who require support with decisions linked to:

  • Positioning
  • Product launches
  • Finding partners


As accredited experts in the drafting processes of European and International standards on Asset and Facility Management, we are the perfect partner to assist you with:

  • Standards alignment
  • Assistance with certification
  • Specialised training

FMHOUSE is the only Spanish-speaking consulting firm that participates in these processes.



At FMHOUSE we think that progress made in Facility Management should be shared, so we strive to produce and publish the following material:

  • National and international trends
  • Industry analyses
  • Market studies

The “FM Observatory” is open, should you like to contribute with a publication.



Our view of spaces or workplaces from a Facility Management perspective leads to a better understanding of such a need as a service, as it is essential to apply the same logic and methodology.

Generally we offer:

  • Assessment and optimisation
  • Design strategies
  • Solutions and scenarios
  • Wellbeing and productivity

We apply our knowledge and experience to offices, learning spaces, shopping centres and the industrial environment.



In order to make the right decisions, clear accurate market data as well as facts about the organisation itself is essential. In the Facility Management environment, this is even more critical due to the impact it has on business.

Examples of benchmarks:

  • Operating costs
  • Resource use/allocation
  • Audits and compliance assessment

These services are requested mainly by end users, but also by service providers.


Customer Experience

Facility Management’s overarching goal is customer satisfaction, whether they are internal or external. Understanding their feelings and needs is the key to offering a good service.

Our support is based on:

  • Satisfaction assessment
  • Customer perception
  • People-oriented models
  • Change management

We strive to understand and get to know our clients’ customers, in all sectors and types of businesses.


Digital Transformation

The Facility Management world is experiencing a major transition to digital environments. We help our clients understand how it impacts them and assist them throughout the change.

Our areas of support are:

  • Process digitization
  • Viability and integration
  • Digital culture
  • Technological response

We operate as independent advisers, not as brand vendors.

We advise end-users and service providers.

Hello, ¿how
can we help you?


Service Design

All kinds of companies need to define or improve the way in which it structures supporting activities provided by Facility Management.

Our main products are:

  • Status diagnostics
  • Service dimensioning
  • Grouping and models
  • Help with tenders
  • Assistance with implementation

Our proposals are structured according to individual requirements.

We help end customers and also service providers.

In FMHOUSE, we use third party cookies to improve our services. If you continue with navigation, we will consider that you accept our terms of use y nuestra privacy policy y de cookies