Home' Facility Perspectives : Vol 10 No 1 Contents 110 FACILITY PERSPECTIVES | VOLUME 10 NUMBER 1
| MEMBER INSIGHTS
When and how did you get into
Following tertiary qualification completion
in 2004, I started working in various roles
within the facilities management sector –
from facilities manager to senior facilities
manager, general manager, account director
and operations manager roles. Having this
experience allows me to analyse a situation
from all stakeholder perspectives.
What attracted you to your current job?
Seeing the company’s vision and mission
statement in action. Our vision is to provide
facilities management solutions that work.
Our mission is to manage buildings so that
they run better and smarter. The attitude
at the firm of small-company agility with
big-company processes and systems means
that everyone is valued and important to the
success of the organisation. To be successful
in business requires having a successful team,
and this was my drawcard to work for Accord.
What do you find most fulfilling
A number of our buildings have achieved
recognition for best-practice performance,
and as a portfolio, we have an excellent record
in delivering successful solutions for our
customers. Our customers benefit from this
because their sites perform better, and their
outgoings are more cost-effective. At Accord,
we’re doing the right thing in terms of the
environment, our staff and our customers.
What is your career highlight to date?
Being a finalist (Provider of FM Services
Outsourced) at the FMA Awards for
Excellence, for Accord’s delivery of operations
consulting and facilities management at the
Qantas Global Headquarters in Mascot, New
South Wales, on a site of more than 58,000
square metres of office space spanning a
campus of four buildings. This came off
the back of a major staged refurbishment,
whereby we successfully navigated the
smooth transition from construction to
operations for our client. It was very pleasing
to see that the strategies and hard work from
our team are paying off for our customers.
What has been your biggest career
challenge so far?
Engaging and retaining highly skilled and
talented individuals to work in the industry.
How do you think the industry has
changed over the past five years?
We have seen a clear shift from reactive to
proactive management of assets. We have also
found that with the advancement of technology
– specifically relating to fault diagnosis, and
optimisation tools and systems generally –
improvement and value-add initiatives can
be provided to our clients quicker, delivering
tangible results in a shorter period of time.
In your view, what are the three
biggest challenges the industry faces
today; and, if you could change just one
of those, what would it be and why?
3 The creation/implementation of
global facilities management standard
benchmarking best-practice guidelines.
3 FM-specific training partners who
are bringing school leavers into the
profession via tertiary education and
ensuring a viable, attractive career choice.
3 Ensuring that the advancement of
technology is consistently reviewed and
adopted into the day-to-day operations
of facilities whereby whole of asset life
is being considered.
Benchmarking a global standard would be
the catalyst item that would filter down to
the other two items listed above. With the
world increasingly becoming a ‘smaller’
place, global portfolios can then be
benchmarked to a single standard.
What do you see in the future of the
industry that you are most excited about?
Workplace strategy innovation and changing
workplaces, as well as technology advances to
streamline proactive management techniques.
True proactive management comes from
automated management by exception,
whereby systems filter and diagnose faults,
measure outcomes against KPIs, and take
affirmative action without the need for staff to
action each step manually. This will continue
to lead to significantly improved response
times, cost reduction and innovation.
What piece of advice do you wish
someone had given you when you
started in FM?
Do your research, ensure that you have the
required stakeholder engagement, and don’t be
afraid to have the tenacity to obtain an outcome.
What’s great about life for you right
Having a wonderful young family, and being
surrounded by people who have a great sense
of responsibility and enjoy what they do.
FMA NEW MEMBER
Name: Nick Castillo
Job title: Director | Business Operations
Organisation: Accord Property Services Pty Ltd
I head up the facilities and projects teams, and I
manage commercial due diligence on new customer
accounts. I am responsible for the formulation and
delivery of strategy aimed at achieving the highest-
quality service delivery for Accord’s customers;
maximising customer retention and profit efficiency;
innovation of product; and services and compliance.
Rate out of 10 how important the
following industry hotspots are for
you right now:
3 Providing ongoing professional
development for my team/myself: 9
3 Introducing energy-efficiency
3 Managing flexible working: 9
3 Improving service levels while cutting
3 Delivering good social outcomes: 7
3 Adopting new technologies: 8
3 Aligning services to meet the
business’s strategic outcomes: 10
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