FM excellence in a major project Social and economic impact Service provider of the year
Impact on organisation and workplace
In-house team of the year
Innovation in the use of technology and systems
Learning and career development
Sustainability and environmental impact
Winner: Mitie Client Services
Runner up: Initial Facilities
The winner of this award isn't merely a learning and development programme. It's a deeply embedded strategy that engages at every single level in the company.
As a provider of front-of-house services around the UK, Mitie Client Services emphasises that it does not deal in a product. Rather, it provides people, and it is the behaviours of those people that are paramount to growing the business.
The belief that attitudinal training has the biggest effect on the bottom line has led Mitie to establish an all-encompassing culture of learning, evident in the 33 courses available to staff and the employment of three full-time trainers in a company of 700 people.
But perhaps the greatest indicator of the strategy's success is that Mitie has generated revenue from delivering its courses to clients, the service provider so far garnering £335,579 from training up its own customers.
Mitie's courses cover everything from immersing staff in what makes five-star service to personal energy management and resilience.
A pervading culture of learning from each other is also encouraged through various schemes, such as the regular delivery of cards to employees with 'challenges' such as going for a coffee with an unknown colleague, or visiting a different site and 'stealing' an idea.
Creating exceptional service through thoroughly engaged staff has resulted in a turnover rate of 7.3 per cent against an industry average of 25 per cent. In addition, an engagement survey showed that 85 per cent of respondents agreed the training had long-lasting effects on performance.
Presenting the case for its learning and development strategy to FM World, Mitie added: "More than three quarters of our managers were appointed to their role [internally], being promoted and progressed from within. We consider it a failure if we recruit from external sources."
The BIFM judges referred to this winning entry as showing " a market-leading focus on attitude and inspiring behaviour over traditional skills training".