As a facility manager you undoubtedly have a large number of requests that come across your desk each and every single day. These requests might actually entail any number of things — from repairs to new equipment to a fridge leaking water — and the types of requests can differ for every style of business. Taking the time to break down your requests into an easily manageable system will help make your internal and external processes more efficient. Here’s what you need to know about managing request management.
What is request management? Request management is a process by which employees can make facilities work order requests or maintenance requests to the facilities management team. A good request management system or work order management software will provide real-time collaborative tools to accommodate the most demanding workflows, track a team’s performance, and forecast requirements.
Monday to Friday, you have dozens of requests to execute on in order to keep your business running smoothly. Since facility management encompasses a wide range of fields, there are going to be a diverse range of requests that you’re going to have to approve or pass along to the appropriate department.
For instance, you might have to order and approve the shipment of a set of new standing desks for the office. Or, you might have to call and schedule an appointment with the building manager to extend your lease. Further, you might have to check-in with a remote worker who wants to start working from a co-working space. There’s really no bounds to what requests might come in, meaning you need to have a system that allows you to be prepared and organized.
Whatever the demand, you’re going to need a system in place to easily manage and process these requests without feeling overwhelmed.
When handling your internal and external business requests, keep these three steps in mind and you’ll be on the way towards creating an effective request management system for you business:
It needs to be easy for you to access and process your requests in order to stay on top of them. If you have too many means of receiving them, they can be easy to miss or forget about. For instance, if you receive maintenance requests via phone call, interpersonal requests via email and support requests via various social media channels, chances are a few of these messages might escape your immediate notice.
Think about ways you can minimize the many places you have to check to receive requests from customers, employees and others who work with your business. Our software, and programs like it, simplify the request receiving process so you can easily see the number of requests you have to manage, what the next steps should be and all in one place.
The moment you receive a request, you’ll want to be able to delegate it to the proper department or individual. It can be helpful to develop a process for every type of request you receive. This will make processing each one more simple and will free up more of your time so you can focus less on admin tasks.
You can even use a software that will automatically send the assign the requests to the proper department (or person) and even implement email filtering that will forward any emails to the appropriate person. Come up with a plan that works for you and make this a part of your routine. Then you’ll know exactly where to find and where to send important requests.
Once you’re able to hand off a task, it’s important to to follow-up with the request to make sure the right actions have been taken. Even something as simple as setting an email alert to follow-up after a week will usually do the trick. Or, like Request Manager with OfficeSpace, it can automatically collate these follow-ups for you – one with click of the button.
Whatever your way to follow-up, make sure you automate as much of this process as possible. Otherwise, you run the risk of having to remember to follow up with too many different parties and certain project elements might fall through the cracks.
Request management is absolutely crucial for ensuring a steady office workflow as well as keeping your customers happy via any support requests. Develop a plan of attack and stick to it so you know exactly what to do and what to expect when different requests are made. If you can, implement a software solution to help you track and manage it all.
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