The relationship equilibrium: Deriving value from client and supplier relationships

Abstract

The maturity of the facilities management (FM) services provided into any business is driven, at least in part, by the relationship between the FM client and the supplier delivering the services. Maturity measurement identifies whether or not the optimum FM operating model is in use for the business being served. Unconscious incompetency to conscious competency is the journey of maturity for all FM organisations and one influencer of success is the creation of relationship equilibrium between the FM client and the supplier, which facilitates the right maturity of FM delivery. Understanding the equilibrium, the principles that are applied to develop the most effective equilibrium and the benefits realised by achieving it comprise both the objective and the essence of this paper. In addition, a clear understanding of the operational consequences and costs of failing to achieve this equilibrium may lead the reader to consider their existing relationship within the context discussed and to contemplate moving that relationship forward by applying the principles articulated.