Collaborating for success with ISO 44001

When it comes to official recognition of achievements in collaboration, ISO 44001 is the gold standard certification.

Mitie’s Customer Experience Director, 苏菲霍华德, 在我们组织最近的认证中发挥了关键作用，并将继续加强我们的合作方式. 这将确保我们的业务关系建立在信任和对增长和持续成功重要性的相互理解的基础上. In turn, both we and our customers benefit from:

• 加强创新
• Improved communication
• Success in joint objectives
• 风险降低
• 更少的纠纷
• Mutual understanding of values and behaviours

获得“合作业务关系”认证绝非易事. To help others improve their collaborative processes and culture, 苏菲反思了获得ISO 44001和建立以客户为中心的文化的五个关键组成部分. By focusing on these areas, 您的组织和您的合作伙伴都可以体验到协作的好处.

1. 沟通

Sophie said: “Communication is paramount for successful business collaboration. In preparation for ISO 44001, 我们首先建立了合适的基础设施，以培训mittie中央政府和国防部(CG)的客户团队&D)部门. It was important everyone knew what gaining ISO 44001 involved, what our goals were and what would be expected of them. 我们制定了协作工作政策和企业关系管理计划. Everything was communicated via internal training sessions, 对话, 每月的时事通讯, 播客和播客. 一项同事建议计划培育了一种开放的文化，每个人的声音都能被听到.

嗡嗡和兴奋

“这个活动让大家对协同工作的好处产生了更多的兴奋和兴奋. 这意味着我们可以在内部创造出我们想要与合作伙伴共同创造的文化. Employee experience is intrinsically linked to customer satisfaction, 我们如何招聘, 板载, 开发, promote and bring our people on the journey. It is therefore fundamental for collaboration to succeed. 每一位Mitie同事都需要了解他们所扮演的角色，并为我们所做的事情感到自豪. This can only be achieved by communicating effectively.”

2. 指定

索菲说:“米蒂一直致力于与其他组织有效合作. 获得像英国标准协会(BSI)这样的外部审计机构的认可，让我们相信我们做得对. 这也向我们的客户保证，我们是一个值得信赖的合作伙伴，我们将在相互理解的基础上建立关系，并按照国际公认的框架. A track record of happy clients supports retention and growth.

指挥系统

“ISO 44001正日益成为公共和私营部门的合同要求. This is particularly true in the 国防 space, which includes critical environments, where it’s also critical to work well together. 指定一个负责协作的指挥系统是至关重要的. 它应该从组织高层的高级行政负责人(SER)开始. 企业关系管理计划应列出所需的程序和行为. This must be cascaded to colleagues at all levels, 谁被指定在不同程度上负责实施战略. Everyone’s a stakeholder in making collaboration a success, but this must start with leadership demonstrating the right behaviours.”

3. 创新

Sophie said: “Changing your organisation’s approach and 拥抱创新 是否有一种方法可以转变为合作的战略伙伴. FM提供商和他们的客户应该有开放的沟通渠道，分享他们的知识和最佳实践. Mitie did this via strategic collaboration boards with our clients, innovation forums and continuous improvement plans. 这将创新置于交付的核心，这与ISO 44001的目标一致. 在整个FM行业中，对这些响应客户需求的创新合作伙伴关系的需求越来越大. A strategic partnership approach achieves so much more than compliance driven, transactional contracts.”

4. 减轻

Sophie said: “To optimise business collaboration, and in line with the requirements of ISO 44001, it’s important to mitigate two key elements of any commercial contract. 首先是风险. 协作文化和方法必须考虑到可能破坏积极进展的事情. 这是 facilities management providers 如何与客户合作——毕竟，双方都不希望在工作中出现一个扳手. Relationship risks identified also reveal opportunities for improvement, which can be implemented to improve contract performance.

Resolve rather than fester

“第二，合作关系取决于有效的争端缓解. 如果在遇到问题的那一刻，这种团结和共同目标的文化就崩溃了，你就不能鼓吹这种文化. Implement processes that allow disputes to be handled appropriately, where issues are resolved rather than left to fester. 考虑在合作关系开始时创建一个联合业务关系管理计划，以便在出现争议时提供一个解决办法. Monitor risk regularly and openly – you have to be transparent.”

5. 激励

Sophie said: “Finally, 我们还没有谈到业务协作的一个基本要素——人. For contracts to run seamlessly, 同事们必须明白，他们是愿景的一部分，是组织努力实现的目标. To bring them on the journey they have to be motivated and inspired. So, create an engaging mission statement, together with values and behaviours. 这些建议应在每个人都必须熟悉的《澳博国际官网》中加以传达. Make sure this is supported by regular communications to create a culture of openness, trust and a one-team ethos.

激励d colleagues formulate success

“人们很容易认为业务协作完全是关于客户体验的, but actually it’s about the total experience of everyone involved, 包括员工. 有动力的同事会帮助你成功，他们会在自己的角色中更快乐. What do happy and engaged colleagues do? They provide better services and collaborate even more. 因此，激励和庆祝成功是合作的重要方面，当然也帮助Mitie实现了ISO 44001.”