Service Excellence through our D3 Approach Model and T4 Delivery Model
Blog written by Matthew Zanner, leader of Projects and Maintenance at GJK Facility Services
At GJK, through our D3 and T4 models, we have a sound approach and methodology to ensure optimal service delivery for our customers.
GJK provides a range of projects and maintenance services for our customers. We tackle big projects and small; delivering compliant, consistent, and quality services.
At the heart of our approach is, and always will be, the customer. Listening to our customers helps us identify their problems, enabling us to design bespoke and innovative service solutions. Understanding their business priorities and goals and managing their building assets, empowers us to design optimal service solutions transparently and cost-effectively.
We do this through our D3 approach and T4 service delivery methodology. Combined, these two models ensure we work collaborative with our customers, ensuring better experiences and better outcomes.
DESIGNING BESPOKE, INNOVATIVE SERVICE SOLUTIONS
Our D3 model, Discover, Design, Deliver, encourages a collaborative approach, ensuring we design bespoke, innovative service solutions. Be it optimisation, productivity or cost efficiencies issues, this model helps us deliver the required results our customers’ business needs.
The discovery phase of the D3 model is about understanding what the customer’s problem is. We achieve this understanding by delving through customer information, whether it be data provided, informal conversations or formal interviews, we sift through the noise to identify the root cause of their problem.
Upon understanding the root cause of the problem, we then start working with the customer to design potential solutions. Starting wide, we work back in, looking at the role technology and sustainability could play to develop the best service solution to rectify the issue.
The delivery phase is the start of our ongoing partnership with you, where our team of service professionals and the customers’ people work together to implement the service solution.
Our D3 model is continuous. Upon delivery, we go back to the start and work through the process again, and again, ensuring continual improvement and innovation to the service solutions provided as and when the customers business needs change.
Our Delivery Model
DELIVERING COST EFFECTIVE MAINTENANCE SOLUTIONS
Through our consultative D3 approach, we can learn and understand the intricacies of each client and asset. To further ensure a tailored, transparent and holistic outcome, we utilize our T4 model.
Our T4 model, Task, Tool, Time, Total, encourages us to deliver a valued service as fast as possible with the right results the first time.
Understanding the task at hand, we assess the capability required and the right people to assign to the works to ensure successful delivery.
Upon understanding the task requirements, we start identifying the correct tools, processes and systems needed to ensure the task is delivered safely and correctly.
Time allows us to manage customers’ expectations. By understanding the task at hand, we can accurately plan the time required to complete the works. For efficient use of resources and time, this may result in the bundling of works, to minimize downtime and disruption to the customers’ operations.
Having a clear understanding of the Task, Tool and Time, allows us to provide a cost-effective service.
MATTHEW ZANNER LEADS PROJECTS AND MAINTENANCE AT GJK FACILITY SERVICES. WITH A WIDE RANGE OF EXPERIENCE IN FACILITIES MANAGEMENT, STRATEGIC ASSET MANAGEMENT AND URBAN DEVELOPMENT, HE HAS OPERATED ACROSS PUBLIC AND PRIVATE INSTITUTIONS, AS WELL AS NON-GOVERNMENT ORGANISATIONS IN AUSTRALIA AND ABROAD.