OCS took centre stage at Birmingham’s National Exhibition Centre for the launch of the third series of the RICS strategic facilities management case studies.
OCS was one of six organisations featured in the document. Its relationship with the NEC, one of Britain’s most iconic events venues, was showcased as a best practice example of how strategic FM can deliver value to an organisation.
“When we first started working with the NEC, in July 2012, customer service was good, but good customer service was no longer good enough,” explained Paul Thrupp, OCS’s account director at the NEC, to the group of over 80 delegates who attended the launch event. Thrupp explained how, by appointing a head of customer excellence and introducing heads of service, OCS successfully removed the silos across the different venues and dramatically improved service levels.
The case study document can be downloaded from the RICS website at: http://www.rics.org/uk/news/news-insight/news/rics-strategic-facilities-management-case-studies/
For more information visit www.ocs.co.uk
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