London Business School.
Today’s university students have higher than ever expectations, with rising tuition fees they expect a world class learning experience from every aspect of their institution, and this encompasses a high quality of service and a stimulating learning environment. Integral to creating an environment in which students, staff and academics alike can prosper, is the provision of a clean and supportive facility.
Students and academics alike are expecting more and more from their universities and the facilities encompassed within them, what with tuition fees rising to an all-time-high at £9,250 per year, rightly so. A recent study found that the overall satisfaction rate across higher education institutes in the UK was at 84 per cent, which shows that universities are clearly making head-way with their students’ satisfaction. From libraries to accommodation blocks, teaching standards to catering options, there are countless areas of development for universities to constantly be investing in; and outsourcing to larger facilities management service providers to help with these progressions appears to be the most efficient way forwards.
London Business School is a globally renowned institution, and is one of the country’s most elite for teaching excellence on business courses. Established in Marylebone over half a century ago, it has taught over 150,000 students in its time and is committed to providing a fantastic experience for students. Part of that commitment, is the continued investment in the best quality facilities for its staff and students. With a state-of-the-art newly refurbished gym, iconic buildings and the usual university facilities, the task of up-keeping the site is a challenging one to say the least. Here is where leading international facilities management provider, Servest, were able to step in.
Servest began working with London Business School (LBS) at the start of 2016. Alongside cleaning services, they also provide consumables and waste services to the campus. In its mission to help improve the on-site facilities at the business school, Servest has had to deliver an exceptionally high standard of service – which involved training staff to adapt to new ways of working. The past year has seen Servest supporting an estate which has a constant influx of international students and business executives. With thousands of students and staff passing through its doors every day, the up-keep of such a vast facility is challenging, yet not without its rewards. Despite initial changes in working methods and other aspects of the partnership, it now epitomises what a successful relationship between client and service provider should be.
In a world where budgets are forever stretched, cuts are usually imminent and teams face pressures like never before, you have to look to streamline every part of the service you offer, particularly in the FM services sector. It’s not about cutting corners with training programmes or products, but rather about changing the whole dynamic of how you work. Every aspect of your service has to continue developing and modernising, to be fit for purpose in in today’s world. A spillage on the floor left too long, consistently dirty windows and grand entrances with unclean surroundings may give off the wrong impression of your facility and your company’s brand. Estates are university’s largest assets. From site management, investment planning, facilities services such as security, catering and cleaning services, through to compliance, car parking and asset management. The conservation of university estates is no easy task; and it requires a small army of trained, dedicated teams to meet the levels of satisfaction that are expected by students and staff.
A crucial part of meeting these levels, is continued reinvestment and development of your facilities, spaces and services. London Business School continuously commits to thriving to match the extremely high expectations of the students travelling from around the world to attend the prestigious institution. For instance, heavily investing in their new fitness facilities, undergoing the contract with us at Servest to provide the facility excellence required, and providing world-class 24/7 IT support to students, staff and alumni.
Discussing our partnership, London Business School told us: “As a revenue generating business school, we do not face the same challenges as a traditional university. Many of our students are business executives aged 35 or above and so, for them, ‘crippling debt’ is not an issue…” They continued: “Our vision is about having a positive impact on the way the world does business, and we believe we are teaching tomorrow’s leaders to do this. These individuals are high achievers, studying at a world-class institution where they expect to receive a world-class level of service whether that’s their classroom experience, or their interactions with staff and faculty, the services available to them on campus etc.”
It is clear from London Business School and from other universities around the country, that if you want to attract the best students for your courses, then you must have the best facilities to do so.