“DISCOVERY CONSISTS IN SEEING WHAT EVERYONE HAS SEEN AND THINKING WHAT NO ONE HAS THOUGHT”
The theory elaborated by Simon Sinek that determines how fundamental it is to define an action starting from the “why”, i.e., the deepest reason, until arriving at the “what” through the “How”, shows us how the deepest reasons originate in the limbic system, the one of emotions, while concrete actions are defined in the neo cerebral cortex, dedicated to defining and managing the most tangible and measurable things, suitable for current Facility Management tools.
Applying these principles, it was easy to identify how Facility Management activities related to the “user experience” are to be counted among the activities that impact the emotional outcome, going to manage what are intangible values and difficult to measure, such as sensory experiences and the resulting moods, while the standard FM tools, suitable for measuring performance are related to the management of tangible assets.
To improve people’s lives and well-being by preserving or increasing the material and immaterial value of the spaces in which they live or work.
We apply methodological and digital innovation processes that respect the values of economic, social and environmental sustainability, calibrating them to experiential expectations.
Through calibrated application of organizational, procedural and digitization tools to support the preservation of the tangible and intangible value of assets, we are able to preserve the value of the experiential project.
“DOING THE OLD THINGS IN A NEW WAY, THAT’S INNOVATION”
(Joseph Alois Schumpeter)
Is it possible to imagine maintaining intangible elements such as silence in a hotel room?
Certainly, this can be done by applying classic Facility Management activities, but by inserting some specificities already starting, when possible, from participation in the design phase in order to ensure the future maintainability of the assets, defining, in the design phase the maintenance plans and processes, activating a governance system with high standard of digitalization that allows a certain measurement of the activities and the result, all of this according to an expectation not related only to compliance with the technical or legal standard, but orienting the choices in order to maintain unchanged those elements that determine a specific emotional experience, which is researched and developed since the design in order to allow those who live the spaces to perceive specific emotions.
Proposing to maintain an intangible element, such as silence, involves a change of expectation, which imposes targeted evaluations, such as providing a maintenance plan that avoids the degradation of elements that can generate noise, such as mechanical elements of air conditioning and/or lamp transformers, or for example by ensuring that the balance of the
air conditioning system is constantly checked so that it does not generate noise from air movement, or by verifying that any sound-absorbing materials do not lose their characteristics because they have changed over time.
We organize and evaluate processes and maintenance intervention plans by calibrating them to emotional expectations rather than exclusively to expectations of proper use and maintenance (which remain guaranteed in any case), shifting the focus to the management and care of something seemingly intangible, hence our pay-off “Intangible made tangible.”
This allows us to maintain unchanged over time not only the building and its technological systems, but also the intangible value of the project that determines the real value of the experience of the people living the spaces.
This is why we mainly target sectors that make the customer experience a central element, and those individuals who must, with their design and architectural work, create a specific emotional environment that risks deteriorating quickly if not managed in a way that conforms to the criteria of Experiential Facility Management (X.FM).