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Benchmarking Even if you think you are doing everything right, how do you know unless you compare? No organization is the best at everything and the same is true for yours. So, if you aren’t benchmarking, you can’t possibly be doing everything you should be doing.
Service Contract Reviews A Service Contract Review by an independent third party can help you ensure that you are getting the services you expect, that your contract documentation, including procurement, pricing, measurement and management, are delivering the best value and even establish the best approach for a renewal or re-bid.
Personal Coaching Coaching is a standard business approach to help managers and leaders with their development and with specific elements of their job. A confidential third party who isn’t invested in the organization’s politics or imbedded culture guides you or your staff through ideas and options with an un-biased, broad based view that helps you look at things more objectively.
Training & Education Are you holding a quarterly or annual meeting with your global, regional or local Facilities team? Need something to pump up your staff, give them training on strategic, leadership or management approaches in FM or help them collectively deal with an issue?
FM Systems Implementation Implementing Property Management and Facilities systems including CAFM, CMMS, Work Order management and Help Desks can sometimes be the single most important thing you can do to improve service, reduce costs and preserve your assets, including reducing future costs.
Team & Meeting Facilitation Finding solutions,developing ideas, brainstorming or holding an annual staff session is easier with an external facilitator to draw out results and shephard discussion, giving your better value, less wasted time and full participation.
Business Cases Effective Business Cases that get the results you need are not easy. They take research, analysis and strategy, not to mention a well crafted and written document that gets the point across and influences your boss, board of directors, council, CFO and anyone else who has the ability to accept or reject your business case.
Satisfaction Surveys Satisfaction Surveys provide you with key information about your FM services to help you make decisions and improve services. Strategic Advisor develops and implements surveys for Facility and Property Managers. This includes Customer Satisfaction Surveys, Employee Satisfaction surveys, Tenant opinion surveys and more.
Asset Management Services Asset Management delivers results by integrating all aspects of managing properties It provides overall management of the facility maintenance, capital planning, repair and replacement strategies, energy cost reduction strategies and more. It helps you develop a strategy to manage your facilities and maintain asset value, minimize costs and ensure your facilities serve your core business effectively.
Writing & Presenting for FM Communicating clearly is important to get your ideas across, influence others, look professional and get better results. Yet most Facility Managers and Property Managers have never had formal training in this important area. Get better results by understanding how to create clear, compelling and influencial communications.
Transition & Change Transitioning can include internal organizational changes, implementation of systems, outsourcing, out-tasking or subcontracting initiatives.
Strategic Planning Strategic planning implies looking at the future, but most managers are so busy dealing with operational issues, personnel issues, customer service and the day-to-day facility requests and issues. If you want to improve or change your organization or your facilities and buildings, you need a solid strategic plan that maps the requirements, benefits, risks, issues and implementation plan so you can get approval and move forward.
RFQ / RFP Procurement Well structured Request For Proposals (RFP) get the best results for your contracting initiative. They are harder to develop than it seems, and often internal staff are too busy with other initiatives or are too close to the services to effectively develop the RFP's. You end up living with your service contracts for several years at a time, so you want things to go smoothly.
Customer Service Customer service is just as important in an internal service delivery model as it is with externally facing services. It's often even harder to achieve, however, and can have a significant impact on the customer satisfaction food chain, since what you deliver affects the productivity and success of those receiving your services.
FM Assessments Is your FM organization and systems giving you what you need? Are you up-to-date on the leading practices and what you could be doing differently? A review can help you fine-tune or completely revamp your organization and systems.
Policies & Procedures Consistent and effective results require well developed policies and procedures that not only meet the needs of the service, they are easy to understand and implement. The benefit of documenting them is to provide training material, consistency and an auditable process you can measure for performance.
Performance Management Managing performance is the most important thing you can do to improve your service and processes. If you don't measure results, you don't have solid management information that enables you to make decisions and improvements that lead to your success.

The problem is identifying the right measures that won't drive the wrong behaviours and then effectively reporting, analyzing and acting upon the results.
Outsourcing Decision Outsourcing can be a viable business model. Your organization may or may not benefit from outsourcing, however your success depends on effective analysis, decision-making and implementation. We help you assess the benefits and identify the costs and risks of this important decision. The exercise can also help you identify what you can do internally instead of outsourcing.

About Michel Theriault

micheltheriault webfull Your FM Advisor

Michel has over 20 years of senior in-house and outsourced Facility / Property Management experience within a corporate environment as well as project and consulting experience. Clients benefit from this wide range of experience to help solve problems, improve services and reduce costs using best practices gained from experience as an industry professional and as a service provider.

As Principal of Strategic Advisor, an FM and PM Consulting and Advisory firm, Michel has completed a range of projects for clients. This includes Asset Management services, training, analyzing organizational and operational requirements, post-initiative assessment and recommendations, strategic planning, mission, vision and value development, assessment and recommendations of contracting and contract management approaches, and developing and conducting surveys. Working with other consulting firms, Michel has played a key role in developing specifications for facility management operations and performance measurement for significant long-term management contracts.

In previous roles, Michel has managed large portfolios of facilities, including critical facilities in-house and within an outsourcing environment.. He has also implemented force reductions, consolidated subcontracted services, improved processes, enhanced customer service, implemented organizational change to improve effectiveness, started up a large outsourcing initiatives, delivered subcontracted services to the FM and PM industry, developed strategy and wrote successful responses to major outsourcing RFP’s. Michel has also achieved industry recognition through BOMA awards for facilities under his management.

Michel continues to be involved in industry associations, writing articles for industry publications and delivering seminars at conferences.Michel has experience in large corporations and small companies ranging from in-house service delivery to subcontractor services to the largest Facility Management Outsourcing provider in Canada. This wide range provides him with a balanced approach to operations, service delivery and customer service.

His experience has included staff and operational rolls in which there was considerable change and re-organization required. This includes downsizing, transitions and strategic plans for optimizing operations teams. He has led large operations teams and understands the human and performance issues involved in delivering service, particularly in geographically dispersed service environments.

Michel has been involved in writing winning proposals, developing organizational models and strategy, writing policies and Best Practices, leading customer satisfaction initiatives, marketing and sales activities, transitions of major outsourcing initiatives and other strategic initiatives.

As an experienced speaker, Michel has presented seminars at international conferences on such topics as customer service, outsourcing, performance management and transfer pricing. He has also delivered training courses on Technology Development, Information Analysis and Strategic Planning. The Canadian Property Management Magazine featured Michel in their Pro Profile in the September 2002 issue.

As a published author, Michel has written on many of the services and solutions he provides.

Education & Designations

  • Bachelor of Technology in Mechanical Engineering, Ryerson Polytechnic, 1988 (With a Computer Science Option)
  • Real Property Administrator (RPA) designation, Building Owners & Managers Association
  • LEED AP designation

Areas of Specialization

Strategic Consulting for Facilities and Property organizations Operational Effectiveness Assessments Business Process Assessment and Review Business Case Analysis and Development Organizational Design Transition & Change ManagementAsset Management services Survey development, implementation and analysis Training and education for Facility and Property Managers Outsourcing / contracting decisions and implementation

Corporate Experience

  • Managed a large distributed portfolio of facilities under a major outsource contract, including improving customer satisfaction, improving capital programming, performance management and overall operations responsibilities.
  • As a member of the President's ‘Growth Team', developed recommendations for organizational changes that were accepted and implemented.
  • Lead a Customer Satisfaction "Centre of Excellence" in 2003, resulting in successfully winning the coveted BOMA Toronto Pinnacle Award in 2004 for customer service excellence.
  • Led the start-up of a major outsourcing initiative, including staffing, offices, logistics and communications with the client and the client customers. Managed the contractual relationship after start-up.
  • Implemented and managed Charge Back for a large telecommunications organization with over $400M of Facility costs. Included developing the approach, costing and communicating the program to company departments.
  • Implemented personnel and cultural changes that resulted in a 10% increase in occupant customer satisfaction, more efficient management and reduced costs.
  • Developed Service Level Definitions for a large telecommunications company.
  • Developed Best Practices documentation for the largest Facility Management company in Canada
  • Planned and managed the consolidation of over 2000 staff from leased locations to an owned location during a large scale asbestos abatement project.
  • Conducted economic feasibility studies and space requirement analysis for space consolidation projects. 

Michel is active in the Facility and Property industry, learning from others about leading practices and the issues they are dealing as well as sharing practices and solutions with other Facility and Property managers in the industry. He frequently responds to questions on Linked-In and on the FM Forum. He has won several BOMA awards and is involved in developing FM seminars for conferences and in other initiatives.

Current Memberships and Industry Involvement

  • Member, CoreNet Global
  • Member, IFMA (Toronto Chapter)
  • Newsletter Director, IFMA Toronto Chapter
  • Member, Canadian Association of Management Consultants (CMC)
  • Member, Chamber of Commerce
  • Member, CaGBC (Canadian Green Building Council)

Past Membership and Industry Involvement

  • Past Chair, IIDEX/NeoCon Exposition & Conference Facility Management Seminars (2007, 2008)
  • Past Vice President, IFMA Ottawa branch (98-99)
  • Past Member, Building Owners and Managers Association (BOMA Ottawa) (94-98)
  • Past Marketing Committee of the Building Owners and Managers Association (BOMA Ottawa) (97-98)

Industry accomplishments

  • Profiled in the Financial Post August 27th , 2009 in an article titled "Enviro Managers"
  • Won the coveted BOMA Toronto Pinnacle Award in 2004 for customer service excellence.
  • Won a total of seven BOMA awards including the Earth Award, Building of the Year and 5 Certificates of Excellence.
  • Profiled in the September 2002 issue of Canadian Property Management magazine titled "Pro Profile -Michel Theriault - Looking at the big picture"
  • Member, Canadian Association of Management Consultants

 

Please review our articles, publication credits and speaking roles then email him to discuss your plans and how he can help you develop and implement them. You can review our services using the menu options above.

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Where is Michel Next?

  • 22 Jun 2012
    Seminar @ SIMA 22 Jun 2012 03:00 PM to 04:00 PM

    "Winning Enough Business? Write Better Proposals" This seminar is essential for suppliers in the FM industry.

  • 08 Jul 2012
    FM Workshop @ Singapore 08 Jul 2012 to 10 Jul 2012

    "Facilities Management - From Maintenance to Management" 2 Day Workshop with strategies, approaches and Leading Practices

  • 19 Jul 2012
    Seminar @ Total Facilities Live 19 Jul 2012 04:00 PM to 05:00 PM

    "Strategic Facilities Management - Get Results" This seminar covers 4 key topics to success: communicating to Influence,