B21: New Profits, New Respect: The Growth of FM Services in Portugal Telecom Group


Files:
PowerPoint Presentation [PPT]

Summary:
This presentation describes how Portugal Telecom’s innovative facilities management department has achieved an enhanced status throughout that organization with its proactive maintenance and other services, the transition to ten-year forecasts from its former short-range practices, and the bottom-line contributions through the introduction of space chargeback practices. The results have been impressive and include increased Earnings Before Interest, Taxes, Depreciation, and Amortization (EBITDA) per headcount, and an increase in customer satisfaction from virtually zero to 3.6 on a scale of 1 - 4.

Learning Objectives:

• Instituting a culture of team empowerment
• Planning IT development
• Assuming a more client-oriented approach to planning and service provision

Management-Intermediate

Speaker:
Pedro Branco Ló, Engineer, Portugal Telecom PRO