Resetting Baselines: A Critical Step to Realigning FM Stakeholders

In our facilities management consulting practice at WPC, we often encounter misalignment in long-term, multi-party FM contracts. What services were originally scoped differs from what ends up being delivered years later. Budgets skew, timelines shift, KPIs become outdated.

This misalignment stems from changing conditions over the contract lifecycle - adjustments in ownership, requirements, personnel, technology, regulations and more. The original baseline becomes disconnected from reality. Left unaddressed, misalignment leads to dysfunction: declining service levels, cost issues, strained stakeholder relationships, and dissatisfied occupants. It can put contract renewal at risk.

The Power of Baseline Resets

A highly effective realignment technique we guide clients through is resetting the contract baseline. The baseline documents the original scope, budget, timeline, KPIs, and expected deliverables. Conducting periodic collaborative reviews and resets brings stakeholders back into agreement on objectives.

For multi-year FM contracts, we advise baseline reviews at least annually. Reconfirming plans refocuses all parties and renews their shared buy-in to the engagement.

WPC's Baseline Reset Methodology

At WPC Consulting, we've helped get numerous veering FM contracts back on track through facilitated baseline resets. Our rigorous process includes:

• Educating clients on the value of regular resets to maintain alignment

• Building periodic reviews into long-term contract language

• Maintaining meticulous documentation of original baselines

• Proactively scheduling reviews rather than waiting for issues

• Convening all stakeholders including owners, FM provider, vendors

• Comparing baselines versus actuals comprehensively

• Facilitating open dialogue to understand misalignments

• Guiding collaborative updating of baselines

• Securing group sign-off on revised contract

• Continuous referencing of updated baselines moving forward

Results from Realignment

Our baseline reset methodology delivers quantifiable results for FM clients including:

• Improved service levels based on realigned KPIs

• Reduced budget divergence

• Higher occupant satisfaction

• Increased contract renewal likelihood

• Stronger stakeholder relationships

• Smoother vendor management

With expertise from office towers, hospitals, retail chains and more, WPC's experienced consultants can facilitate successful baseline reviews for major FM clients. Contact us to learn more about this critical alignment exercise and how we can expertly conduct it for your next contract renewal.