A New Way to Provide Hard FM Excellence

Time: 3:25 pm - 3:50 pm

Theatre: COBDEN 3 & 4

Delivering Hard FM services through a single ‘generalist’ supplier is a common supply chain strategy, but that is not to say it is always fit for purpose. Quality Trusted Solutions (QTS) – a wholly-owned subsidiary of  Central and North West London NHS Foundation Trust (CNWL) have developed an innovative new solution in Hard FM delivery.  

QTS engaged Hatching Ideas, a specialist provider of people and organisational development services, to support the design of a new kind of delivery model, one that would enable direct access to the best specialist engineering capabilities on the market – and bring about a greater degree of operational control.

QTS have established effective working relationships with a suite of service partners – each dedicated to the type of systems maintenance that formed their core business, whether it be Fire Safety, Water Hygiene, Electrical Compliance etc. Moving away from the traditional client/supplier way of working and towards a more collaborative partnership was essential.

This transformation project did not just involve supply chain and procurement – it also required a fundamental overhaul of people, processes and the technologies the Hard FM team would need to succeed in a more complex operational environment to improve delivery outcomes.

This presentation will be co-presented by Michael Nicolaides, Head of Hard FM –  QTS, and Rebecca Bridger, CEO of Hatching Ideas. They will cover their experiences of the programme which transformed the Trust’s ability to deliver Hard FM services whilst ensuring that staff felt engaged with, and empowered by, the change.


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