The current state of the Facilities Management & Maintenance (FM&M) industry provides fertile ground for conflicts to arise.

FM&M services and work has traditionally been under-valued by Owners, Investors and Users. Maintenance in particular is regarded as an unnecessary evil; defects are inevitably attended too late, leading to increasing User dissatisfaction.

Owners are increasingly outsourcing FM in attempts to cut costs, budgets are being reduced despite the increasing needs of ageing buildings and more defective new buildings. Price remains the main criteria for awarding work driving contract prices down to the point of being untenable.

The industry itself is highly fragmented and inadequately organised to deliver the proactive service that Users expect. A handful of large FM&M contractors provide generally undifferentiated services to large institutional and private sector Clients. They are supported by a large pool of small players serving as sub-contractors.

Workforce and service quality variability are creating tensions between Clients, Users and service providers, productivity and rising cost are of grave concern to all.

Conflicts when left unaddressed, can cause frustration, lead to reduction in morale and performance. Timely and effective conflict management will help create a more positive work environment and improve relationships and productivity in the industry at large.