Find out what is important to them and their operations. Ask questions relevant to their operations, not just yours. As part of the customer interaction process, determine performance measures that are meaningful and realistic, such as response time, time to completion and disruption to their operations. Remember that you have both internal and external customers. Every facility management operation consists of a number of individual processes or collection of tasks that create value for customers, both internal and external.
Additional processes exist for internal customers, such as paying personnel.
Typically, there are five to 10 separate processes operating within an organization. Develop a listing of the processes that are operating in your organization. Once you've identified the processes, you'll need to rank them. Reengineering is time-consuming and demands considerable effort and commitment. No organization will have the resources available to complete a simultaneous reengineering of all processes, so you'll have to pick one to start with.