{"id":20662,"date":"2022-02-18T13:50:00","date_gmt":"2022-02-18T12:50:00","guid":{"rendered":"https:\/\/spacewell.com\/?p=20662"},"modified":"2023-11-29T14:44:08","modified_gmt":"2023-11-29T13:44:08","slug":"comment-la-fmao-ameliore-la-gestion-de-services-aux-occupants-dun-espace-de-travail","status":"publish","type":"post","link":"https:\/\/spacewell.com\/fr\/ressources\/blog\/comment-la-fmao-ameliore-la-gestion-de-services-aux-occupants-dun-espace-de-travail\/","title":{"rendered":"Comment la FMAO am\u00e9liore la gestion de services aux occupants d&rsquo;un espace de travail ?"},"content":{"rendered":"<div class=\"gb-container gb-container-6b77c7ed gb-container-5731d80c\">\n\n<p class=\"wp-block-paragraph\">La gestion de services aux occupants est une fonction \u00e0 la fois de plus en plus importante et de plus en plus complexe au sein des entreprises. Dans un monde du travail qui \u00e9volue toujours plus vite, les responsables du Facility Management doivent constamment s\u2019adapter afin de fournir les meilleurs services possibles aux utilisateurs d\u2019espaces de travail.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La FMAO peut leur apporter une aide pr\u00e9cieuse dans leurs t\u00e2ches et leur permet d\u2019am\u00e9liorer la qualit\u00e9 des services qu\u2019ils fournissent aux occupants tout en rationalisant leur gestion. Cette solution permet ainsi d\u2019optimiser l\u2019occupation des espaces, d\u2019\u00eatre plus r\u00e9actif dans la maintenance corrective ou encore de planifier efficacement la maintenance pr\u00e9ventive.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Elle permet \u00e9galement, \u00e0 moyen et long terme, d\u2019optimiser les processus et de r\u00e9duire les co\u00fbts afin de favoriser la rentabilit\u00e9 de l\u2019entreprise tout en maintenant une excellente qualit\u00e9 de service.<\/p>\n\n\n\n<h2 class=\"gb-headline gb-headline-31f28c29 gb-headline-text\">Qu\u2019est-ce que la FMAO ?<\/h2>\n\n\n\n<h3 class=\"gb-headline gb-headline-7043194d gb-headline-text\">FMAO, Facility Management et GMAO<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Le concept de FMAO (Facility Management Assist\u00e9 par Ordinateur), aussi appel\u00e9 Workplace Management, d\u00e9signe le fait d\u2019utiliser une solution num\u00e9rique pour la\u00a0<a href=\"\/fr\/solutions\/solutions-denvironnements-travail\/workplace-management\/gestion-des-services-generaux\/\">gestion des services aux occupants<\/a>\u00a0d\u2019un espace immobilier.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Souvent confondue avec la GMAO (Gestion de la maintenance assist\u00e9e par ordinateur), qui se concentre avant tout sur l\u2019aspect technique de la maintenance, la FMAO accorde une place plus importante \u00e0 l\u2019environnement de travail et aux services fournis aux occupants afin de favoriser leur bien-\u00eatre.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.ifma.org\/\" target=\"_blank\" rel=\"noreferrer noopener\">L\u2019IFMA (International Facility Management Association)<\/a>&nbsp;d\u00e9finit ainsi le Facility Management comme une \u00ab&nbsp;profession qui englobe plusieurs disciplines pour assurer la fonctionnalit\u00e9, le confort, la s\u00e9curit\u00e9 et l\u2019efficacit\u00e9 de l\u2019environnement b\u00e2ti en int\u00e9grant les personnes, le lieu, les processus et la technologie&nbsp;\u00bb.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Quant \u00e0 l\u2019ISO (International Organization for Standardization), elle le d\u00e9finit comme une \u00ab&nbsp;fonction organisationnelle qui int\u00e8gre les personnes, le lieu et les processus dans l\u2019environnement b\u00e2ti dans le but d\u2019am\u00e9liorer la qualit\u00e9 de vie des personnes et la productivit\u00e9 du c\u0153ur de m\u00e9tier&nbsp;\u00bb.<\/p>\n\n\n\n<h3 class=\"gb-headline gb-headline-eaadcd6f gb-headline-text\">A qui s\u2019adresse la FMAO ?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">La FMAO est une solution qui s\u2019adresse aux m\u00e9tiers orient\u00e9s vers les services aux occupants et utilisateurs d\u2019espaces de travail, dont les principaux sont les suivants :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Facility Manager ;<\/li>\n\n\n\n<li>Office Manager ;<\/li>\n\n\n\n<li>Chief Happiness Officer ;<\/li>\n\n\n\n<li>Direction des services g\u00e9n\u00e9raux ;<\/li>\n\n\n\n<li>Direction des ressources humaines ;<\/li>\n\n\n\n<li>Direction de l\u2019environnement de travail ;<\/li>\n\n\n\n<li>Direction des services techniques.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"gb-headline gb-headline-329afa8a gb-headline-text\">Les fonctionnalit\u00e9s essentielles d\u2019une FMAO<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">D\u00e9di\u00e9e au Facility Management, une FMAO r\u00e9pond g\u00e9n\u00e9ralement aux besoins traditionnels des services g\u00e9n\u00e9raux : gestion des demandes et des acc\u00e8s, r\u00e9servation de salles, nettoyage, distribution du courrier, achats des fournitures, entretien des espaces verts\u2026<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Dans le d\u00e9tail, les fonctionnalit\u00e9s d\u2019une FMAO peuvent \u00eatre r\u00e9parties entre services directs aux occupants et gestion des processus.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Dans tous les cas, une des propri\u00e9t\u00e9s pour la FMAO est de fournir une exp\u00e9rience de travail la plus agr\u00e9able possible. Les salari\u00e9s doivent pouvoir \u00eatre en contact de mani\u00e8re simple et intuitive avec le b\u00e2timent, les coll\u00e8gues, les diff\u00e9rents services et toutes les formes de confort.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ainsi, pour les occupants, une bonne FMAO doit aussi fournir les services suivants :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>r\u00e9servation de salles ;<\/li>\n\n\n\n<li>gestion des contacts ;<\/li>\n\n\n\n<li>gestion de documents ;<\/li>\n\n\n\n<li>gestion de l\u2019accueil et de la s\u00e9curit\u00e9 ;<\/li>\n\n\n\n<li>gestion d\u2019une flotte de v\u00e9hicules si n\u00e9cessaire ;<\/li>\n\n\n\n<li>gestion des d\u00e9chets ;<\/li>\n\n\n\n<li>service de restauration ;<\/li>\n\n\n\n<li>gestion des espaces verts.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Concernant les processus, une FMAO doit proposer :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>l\u2019information sur l\u2019offre de services ;<\/li>\n\n\n\n<li>l\u2019optimisation de la gestion des services ;<\/li>\n\n\n\n<li>la cr\u00e9ation d\u2019une palette de service ;<\/li>\n\n\n\n<li>l\u2019am\u00e9lioration des processus m\u00e9tiers ;<\/li>\n\n\n\n<li>un pilotage complet ;<\/li>\n\n\n\n<li>la cr\u00e9ation de reporting ;<\/li>\n\n\n\n<li>l\u2019analyse des donn\u00e9es ;<\/li>\n\n\n\n<li>un syst\u00e8me de communication interne.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"gb-headline gb-headline-584bd6a3 gb-headline-text\">Quels sont les avantages d\u2019une FMAO pour la gestion de services aux occupants ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Pour les professionnels de la gestion de services aux occupants et pour ces derniers, l\u2019utilisation d\u2019une FMAO pr\u00e9sente de nombreux avantages :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u00e9conomie de temps et de moyens ;<\/li>\n\n\n\n<li>optimisation des taux d\u2019occupation des espaces de travail ;<\/li>\n\n\n\n<li>r\u00e9duction de la consommation d\u2019\u00e9nergie ;<\/li>\n\n\n\n<li>optimisation de la s\u00e9curit\u00e9 ;<\/li>\n\n\n\n<li>standardisation des services ;<\/li>\n\n\n\n<li>am\u00e9lioration des processus ;<\/li>\n\n\n\n<li>planification de la maintenance corrective et pr\u00e9ventive ;<\/li>\n\n\n\n<li>am\u00e9lioration de la qualit\u00e9 des services fournis ;<\/li>\n\n\n\n<li>et, plus g\u00e9n\u00e9ralement, am\u00e9lioration de la qualit\u00e9 de vie au travail des utilisateurs de ces services.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"gb-headline gb-headline-50ca9f6d gb-headline-text\">Une maintenance plus facile<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">En adoptant un logiciel FMAO, les professionnels de la maintenance d\u2019espaces de travail se rendent la vie plus facile, notamment en termes d\u2019organisation. Le facility management est en effet soumis \u00e0 de nombreux impr\u00e9vus et exige une grande r\u00e9activit\u00e9, et donc une bonne organisation, pour assurer la s\u00e9curit\u00e9 et le bien-\u00eatre des occupants.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La FMAO permet d\u2019apporter des r\u00e9ponses rapides et efficaces aux probl\u00e9matiques de maintenance :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>en d\u00e9finissant des processus clairs de demande d\u2019intervention ;<\/li>\n\n\n\n<li>en automatisant les processus ;<\/li>\n\n\n\n<li>en d\u00e9terminant pr\u00e9cis\u00e9ment les r\u00f4les et les responsabilit\u00e9s des intervenants ;<\/li>\n\n\n\n<li>en identifiant la nature des demandes d\u2019intervention pour mieux les g\u00e9rer et limiter leur fr\u00e9quence ;<\/li>\n\n\n\n<li>en d\u00e9finissant des indicateurs cl\u00e9s de performance (KPI).<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Ainsi, les \u00e9quipes de gestion de services aux occupants sont mieux organis\u00e9es et plus proactives dans leur m\u00e9tier, notamment face \u00e0 ces aspects impr\u00e9visibles. Elle permet de rationaliser tous les processus et donc de r\u00e9aliser des \u00e9conomies, notamment en d\u00e9veloppant la maintenance pr\u00e9ventive pour diminuer le nombre d\u2019interventions r\u00e9alis\u00e9es en urgence, g\u00e9n\u00e9ralement plus co\u00fbteuses.<\/p>\n\n\n\n<h3 class=\"gb-headline gb-headline-25e9bf84 gb-headline-text\"><br>Une gestion des services pour le bien-\u00eatre des occupants<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Tout d\u00e9partement de services g\u00e9n\u00e9raux ou de Facility Management a pour mission premi\u00e8re de garantir la p\u00e9rennit\u00e9 de l\u2019activit\u00e9 r\u00e9alis\u00e9e dans les locaux dont il a la charge. Mais l\u2019\u00e9volution du monde du travail fait qu\u2019il est aussi de plus en plus souvent responsable de la qualit\u00e9 des espaces de travail des employ\u00e9s de l\u2019entreprise, afin qu\u2019ils \u00e9voluent dans le contexte le plus favorable possible pour effectuer leurs t\u00e2ches.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Les professionnels de la gestion de services aux occupants doivent donc s\u2019adapter aux r\u00e9centes \u00e9volutions des fa\u00e7ons de travailler : t\u00e9l\u00e9travail, flex office, coworking, etc.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Pour ce faire, les outils fournis par une FMAO sont d\u2019une grande aide. Au-del\u00e0 de la gestion des pannes et incidents, ils permettent :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>d\u2019organiser des services de conciergerie ;<\/li>\n\n\n\n<li>de r\u00e9server des espaces de travail ;<\/li>\n\n\n\n<li>de g\u00e9rer le confort des employ\u00e9s (temp\u00e9rature, luminosit\u00e9\u2026) ;<\/li>\n\n\n\n<li>de g\u00e9rer des activit\u00e9s de bien-\u00eatre ;<\/li>\n\n\n\n<li>de proposer des services de restauration dynamique.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"gb-headline gb-headline-ad8ed818 gb-headline-text\">Optimiser le budget gr\u00e2ce \u00e0 la FMAO<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">L\u2019une des difficult\u00e9s rencontr\u00e9es par les services de Facility Management est de r\u00e9ussir \u00e0 g\u00e9rer un budget malgr\u00e9 l\u2019impr\u00e9visibilit\u00e9 de leurs activit\u00e9s. Gr\u00e2ce \u00e0 la FMAO, ils peuvent r\u00e9duire les d\u00e9penses li\u00e9es \u00e0 la maintenance en identifiant, en cat\u00e9gorisant et en rationalisant les demandes d\u2019intervention et leur co\u00fbt.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Prenons l\u2019exemple d\u2019une machine \u00e0 caf\u00e9 : si les services g\u00e9n\u00e9raux observent que les co\u00fbts li\u00e9s aux interventions sur cette machine ont augment\u00e9 sur une p\u00e9riode donn\u00e9e, il peut facilement en identifier la cause gr\u00e2ce \u00e0 la FMAO. S\u2019agit-il d\u2019un nouveau mod\u00e8le, a-t-on chang\u00e9 de type de caf\u00e9 utilis\u00e9 ou d\u2019entreprise de maintenance ?<\/p>\n\n<\/div>\n\n<div class=\"gb-container gb-container-d892ce3f\">\n\n<figure class=\"gb-block-image gb-block-image-b7bc3c26\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"630\" class=\"gb-image gb-image-b7bc3c26 gb-image-b19acb23\" src=\"https:\/\/spacewell.com\/wp-content\/uploads\/2023\/10\/engineer-fixing-a-coffee-machine-1200x630-1.jpg\" alt=\"Engineer fixing a coffee machine\" srcset=\"https:\/\/spacewell.com\/wp-content\/uploads\/2023\/10\/engineer-fixing-a-coffee-machine-1200x630-1.jpg 1200w, https:\/\/spacewell.com\/wp-content\/uploads\/2023\/10\/engineer-fixing-a-coffee-machine-1200x630-1-500x263.jpg 500w, https:\/\/spacewell.com\/wp-content\/uploads\/2023\/10\/engineer-fixing-a-coffee-machine-1200x630-1-1024x538.jpg 1024w, https:\/\/spacewell.com\/wp-content\/uploads\/2023\/10\/engineer-fixing-a-coffee-machine-1200x630-1-768x403.jpg 768w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n\n<\/div>\n\n<div class=\"gb-container gb-container-d8b2ad9a gb-container-5731d80c\">\n\n<p class=\"wp-block-paragraph\">De plus, une FMAO permet d\u2019agr\u00e9ger toutes les informations concernant un \u00e9quipement d\u2019un b\u00e2timent ou un b\u00e2timent dans son ensemble pour obtenir une vision claire des dysfonctionnements et en r\u00e9duire la fr\u00e9quence, ce qui permet de faire baisser les co\u00fbts li\u00e9s \u00e0 la maintenance.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La finesse d\u2019analyse qu\u2019offre une telle solution repr\u00e9sente donc une aide pr\u00e9cieuse \u00e0 la prise de d\u00e9cisions visant \u00e0 optimiser le budget allou\u00e9 \u00e0 l\u2019entretien d\u2019installations et \u00e0 la gestion des services aux occupants.<\/p>\n\n\n\n<h2 class=\"gb-headline gb-headline-3561535d gb-headline-text\">Comment choisir une FMAO pour la gestion de services aux occupants ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Voici quelques conseils simples mais essentiels pour la mise en place d\u2019une FMAO :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>choisissez un logiciel qui peut communiquer avec d\u2019autres solutions et notamment \u00eatre int\u00e9gr\u00e9 \u00e0 un IWMS (syst\u00e8me de gestion int\u00e9gr\u00e9e du lieu de travail) ;<\/li>\n\n\n\n<li>adressez-vous \u00e0 un \u00e9diteur qui s\u2019inscrit dans une logique IWMS, afin d\u2019ajouter si besoin et sans frais d\u2019int\u00e9gration de nouveaux modules en cas de besoin. Un des d\u00e9fis de la FMAO est de s\u2019int\u00e9grer au mieux dans la gestion du b\u00e2timent qui se fait de plus en plus en BIM. Il est donc imp\u00e9ratif que la FMAO puisse \u00eatre li\u00e9e avec la base BIM du patrimoine immobilier et faire en sorte que les donn\u00e9es soient int\u00e9gr\u00e9es et \u00e9chang\u00e9es (c\u2019est le cas de la FMAO Spacewell) ;<\/li>\n\n\n\n<li>choisissez un fournisseur tourn\u00e9 vers l\u2019avenir qui permet&nbsp;<a href=\"\/fr\/solutions\/solutions-denvironnements-travail\/workplace-management\/gestion-des-services-generaux\/\">l\u2019int\u00e9gration de l\u2019IWMS \u00e0 l\u2019Internet des objets&nbsp;<\/a>;<\/li>\n\n\n\n<li>favorisez une solution en mode SaaS qui offre de solides garanties en mati\u00e8re de s\u00e9curit\u00e9 et d\u2019acc\u00e8s multi-supports ;<\/li>\n\n\n\n<li>enfin, communiquez largement autour de la mise en place de la FMAO et impliquez ses futurs utilisateurs afin de lever les craintes li\u00e9es \u00e0 l\u2019arriv\u00e9e de tout nouvel outil et d\u2019en montrer les avantages pour tout le monde.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Si vous souhaitez am\u00e9liorer et optimiser la gestion des services aux occupants de vos espaces de travail, n\u2019h\u00e9sitez pas \u00e0 vous adopter une FMAO !<\/p>\n\n<\/div>","protected":false},"excerpt":{"rendered":"<p>La gestion de services aux occupants est une fonction \u00e0 la fois de plus en plus importante et de plus en plus complexe au sein des entreprises. Dans un monde du travail qui \u00e9volue toujours plus vite, les responsables du Facility Management doivent constamment s\u2019adapter afin de fournir les meilleurs services possibles aux utilisateurs d\u2019espaces &#8230; <a title=\"Comment la FMAO am\u00e9liore la gestion de services aux occupants d&rsquo;un espace de travail ?\" class=\"read-more\" href=\"https:\/\/spacewell.com\/fr\/ressources\/blog\/comment-la-fmao-ameliore-la-gestion-de-services-aux-occupants-dun-espace-de-travail\/\" aria-label=\"En savoir plus sur Comment la FMAO am\u00e9liore la gestion de services aux occupants d&rsquo;un espace de travail ?\">Lire plus<\/a><\/p>\n","protected":false},"author":29,"featured_media":20553,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[34],"tags":[],"class_list":["post-20662","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","generate-columns","tablet-grid-50","mobile-grid-100","grid-parent","grid-50","no-featured-image-padding"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.0 (Yoast SEO v28.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Comment la FMAO am\u00e9liore la gestion des services aux occupants ?<\/title>\n<meta name=\"description\" content=\"La FMAO est une solution innovante au service de la qualit\u00e9 et de l&#039;efficacit\u00e9 de la gestion de services aux occupants d&#039;espaces de travail.\" \/>\n<meta name=\"robots\" content=\"index, follow, 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