tquestionnaires and structured discussion sessions. The work led to the definition of a new organisational model, the development of a Skill Matrix for the roles involved and the review of operational workflows, with particular attention to the integration between Facility Management and Procurement. We also developed proposals to improve the use of the CMMS, supplier management, service quality, internal communication and the monitoring of user satisfaction. The result was a more structured and governable model, capable of supporting the transition towards Total Facility Management and the professional development of the team over the medium to long term.