To support the city of Stoke-on-Trent in the ongoing fight against COVID-19, a number of community testing sites have been established at venues across the city. The Bentilee Neighbourhood Centre, which is managed by Pinnacle Group, has been selected as one of these community testing sites, aimed at increasing the number of tests being carried out across the UK.Following a staff induction day to ensure safety procedures for staff and residents are in place, from today, Pinnacle’s team will be providing concierge and warden services to the testing site. This vital work will ensure that testing staff and members of the community can safely and confidently use this site. The site will carry out lateral flow tests, which are small and portable and able to give significantly faster results than PCR COVID-19 testing, providing a result in just 30 minutes, without being sent to a lab for analysis. In order to support the community, the site will be open five days a week: Monday-Tuesday, 14:00-20:00; Wednesday, 10:00-14:00; Thursday-Friday 08:00-14:00. The site will be closed on Saturday and Sunday. There is capacity to carry out 288 tests per day, to book a test please visit: www.stoke.gov.uk/bookacovid19test. Walk-ins are also welcome. Stoke-on-Trent City Council’s Leader, Abi Brown, said, "We are grateful for Pinnacle supporting us to offer community testing at Bentilee Neighbourhood Centre. We have worked hard to bring rapid result testing to as many local communities as possible, to make it quick and accessible for people to be tested. Even if you're feeling fine, it's important to get tested at least once a week, one in three people with COVID-19 have no symptoms, therefore could be spreading the virus without knowing.” Neil Fergus, Managing Director FM, Pinnacle Group, said of the opening of the site, “We are grateful for the opportunity to further support the community in the City of Stoke-on-Trent by using the Bentilee Neighbourhood Centre to carry out vital testing. The ongoing COVID-19 pandemic requires us all to pull together during this challenging time.” The Bentilee Neighbourhood Centre is a one-stop community hub that was opened in 2007 and provides services to over 100,000 people each year from across the City. Situated at the heart of the Bentilee community, the Centre offers facilities including GP surgery, dentist, physio, library, youth services and community rooms. Pinnacle provides the soft FM services, covering cleaning, grounds maintenance, security, and operational management within the facility.
Supporting the city of Stoke-on-Trent by using Bentilee Neighbourhood Centre for COVID-19 testing
To support the city of Stoke-on-Trent in the ongoing fight against COVID-19, a number of community testing sites have been established at venues across the city. The Bentilee Neighbourhood Centre, which is managed by Pinnacle Group, has been selected as one of these community testing sites, aimed at increasing the number of tests being carried out across the UK.
Following a staff induction day to ensure safety procedures for staff and residents are in place, from today, Pinnacle’s team will be providing concierge and warden services to the testing site. This vital work will ensure that testing staff and members of the community can safely and confidently use this site.
The site will carry out lateral flow tests, which are small and portable and able to give significantly faster results than PCR COVID-19 testing, providing a result in just 30 minutes, without being sent to a lab for analysis.
In order to support the community, the site will be open five days a week: Monday-Tuesday, 14:00-20:00; Wednesday, 10:00-14:00; Thursday-Friday 08:00-14:00. The site will be closed on Saturday and Sunday.
There is capacity to carry out 288 tests per day, to book a test please visit: www.stoke.gov.uk/bookacovid19test. Walk-ins are also welcome.
Stoke-on-Trent City Council’s Leader, Abi Brown, said, "We are grateful for Pinnacle supporting us to offer community testing at Bentilee Neighbourhood Centre. We have worked hard to bring rapid result testing to as many local communities as possible, to make it quick and accessible for people to be tested. Even if you're feeling fine, it's important to get tested at least once a week, one in three people with COVID-19 have no symptoms, therefore could be spreading the virus without knowing.”
Neil Fergus, Managing Director FM, Pinnacle Group, said of the opening of the site, “We are grateful for the opportunity to further support the community in the City of Stoke-on-Trent by using the Bentilee Neighbourhood Centre to carry out vital testing. The ongoing COVID-19 pandemic requires us all to pull together during this challenging time.”
The Bentilee Neighbourhood Centre is a one-stop community hub that was opened in 2007 and provides services to over 100,000 people each year from across the City. Situated at the heart of the Bentilee community, the Centre offers facilities including GP surgery, dentist, physio, library, youth services and community rooms. Pinnacle provides the soft FM services, covering cleaning, grounds maintenance, security, and operational management within the facility.
Celebrating our people and culture at The Pinnacles
Pinnacle Group’s annual staff awards, “The Pinnacles” took place virtually this week. The awards are to celebrate our people and our culture, as we acknowledge those that have embodied the spirit of what it means to be a Pinnacle employee. This means living our values, making an impact and striving to make Pinnacle a company that we can all be proud to work for. Pinnacle strives to transform communities and change lives, and this ethos runs through everything we do. But it’s our most important asset, our people, that is at the heart of this vision.
Due to the current climate, we were unable to get together to celebrate in person, so we adapted and innovated to produce the awards virtually. The event was hosted by Pinnacle Group’s Senior HR Business Partner, David Tant and more than 100 Pinnacle employees tuned in.
This year, Ron Powell, a cleaner on our Brockley housing contract, received the prestigious Employee of the Year award, for the commitment he has shown to his colleagues, client and, above all, residents (our customers). Living by our corporate values (Trust, Respect, Involve, Challenge & Deliver Excellence) Ron is a real credit to himself and Pinnacle, and epitomises so much of the good work that our colleagues deliver every day.
Ron’s manager, Nikki Walker, said of Ron “He is a trusted, respected and valued member of the team and fully deserves to have won the Employee of the Year award. He views all the residents as his friends, they ask after him if they do not see him for a couple of days. The community rely on Ron and he has never let them down. Ron has commented that he has never had to say “no” to anyone, and he hopes he never will.”
Perry Lloyd, Group Chief Executive, said of our Staff Awards, “The Pinnacles” is a very special annual event in the Pinnacle calendar. It allows us to truly celebrate colleagues who have gone the extra mile. Even though the event was in a very different format from past years, it was a great success and I want to send my congratulations again to all our winners who fully deserve to be lauded for their exceptional commitment to our organisation and the communities we serve.”
The other category winners and finalists were:
Extra Mile Award
Finalist: Tracy Newall, Facilities Assistant
Finalist: Darren Dunn, Caretaker
Winner: John Butcher, Health and Safety Manager
Finalist: Chris Cooper, Performance Manager
Finalist: Stephen Petrie, Senior Performance Manager
Winner: Christina Lee, Operations Control
Rising Star Award
Finalist: Daniel Jeffrey, Cleaner
Finalist: Nathanael Hayden, Operations Analyst
Winner: Kerri Holland, Compliance Manager
Community Champion Award
Finalist: Kate Donovan, Area Manager - Housing
Finalist: Sean Hancock, Regional Operations Manager
Winner: Graham Holroyd, Caretaker
Manager of the Year Award
Finalist: Amy Mills, Regional Cleaning Manager
Finalist: Monica Dutu, Contract Manager
Winner: Rochelle Menville, Estate Manager
Team of the Year Award
Finalist: University of Hertfordshire - De Hallivand team
Winner: North London Schools
Employee of the Year
Finalist: Steven Dockerill, Superintendent
Finalist: Khalid Idahmed, Reactive Cleaner
Finalist: Ian Bates, GM Operative
Finalist: Violet Legrice, Housing Manager
Winner: Ron Powell, Cleaner
Each finalist receives a cash prize of £150, £500 goes to our five category winners and £1,000 for Ron as our Employee of the Year (2020).
We look forward to a time in the New Year when we can celebrate in person with all our finalist’s and colleagues, when is it safe and appropriate to do so.
London Tenant Management Organisation appoints Pinnacle as housing management and maintenance partner
Pinnacle Group has been re-appointed by CTR Triangle TMO to provide housing management and maintenance services to 291 council-owned properties in Canning Town. The appointment follows a competitive tender process and continues Pinnacle’s provision of services to the TMO, which began in 2010.
Pinnacle’s team will provide tenancy management, rent arrears recovery, responsive day to day repairs as well as ongoing resident engagement and social events. The team will continue to run the contract from the existing offices, while our 24/7 Contact Centre will provide residents with out of hours support.
The CTR Triangle TMO was set up by residents of the estate in 1996. The TMO is directed by a team of volunteer board members who live in the community and collectively take on the responsibility for the management of the estate, including the appointment of contractors. The TMO incorporates properties on Avondale Court, Cliff Walk, Radley Terrace and Trinity Gardens in Canning Town, Newham.
This new 10-year partnership responds to tenant priorities and will focus on high quality, comprehensive services which focus on upholding high standards and adopting best-in-class cleaning and management practises.
Nimisha Patel, Group Head of Housing, said of the appointment:
“CTR Triangle TMO are a long-term client and we are delighted to renew our close partnership to continue delivering first-class services. We are committed to working closely with the board and wider community to ensure the services we provide respond to the individual needs and priorites of the TMO’ residents. This is one of a number of recent appointments for resident-managed housing contracts, demonstrating our capacity to work closely with members of the community to provide a high-quality, personal and responsive service.”
Group Head of Housing
Pinnacle strikes silver in Ministry of Defence’s Employer Recognition Scheme
Pinnacle Group has been awarded Silver on the Ministry of Defence’s Employer Recognition Scheme. This award signifies Pinnacle Group’s continued commitment to the military community. We are proud to be an employer which supports the employment of those who serve or have served in the Armed Forces and their families.
The Defence Employer Recognition Scheme acknowledges those organisations which actively demonstrate support to the armed forces community, by proactively demonstrating their forces-friendly credentials as part of their recruiting processes, actively ensuring that their workforce is aware of their positive policies towards defence people issues and advocating support to partner organisations, suppliers and customers.
Part of Pinnacle’s commitment includes an additional two weeks of paid leave per year to Reservists specifically to enable them to attend annual camp.
Pinnacle Group has also recently established an Armed Forces Network, made up of mix of veterans, reservists, CFAV’s and families of serving personnel or veterans. The Network is intended to link up these employees to provide support, to consult with them to review our current policies and practices and identify ways in which employment opportunities can be made more attractive to spouses of serving personnel, personnel who are exiting the service and veterans.
"We are delighted to have been awarded the Silver Award in recognition of our support for the Armed Forces Community. We are deeply proud of all of our colleagues who are current and former members of the UK’s Armed Forces. Across Pinnacle, colleagues with military experience show valuable transferable skills such as leadership, project management and communication, and we are committed to continuing to expand the support we provide to them and the wider Armed Forces Community."
Group Chief Executive
“As a former member of the armed forces, I was apprehensive about entering the civilian workplace. However, the team at Pinnacle have been very helpful invited me to join our Armed Forces Network. This network gives me and other former servicemen the opportunity to discuss the policies and practices at Pinnacle which is fed back to the senior leadership team. Pinnacle’s commitment to reservists is also very helpful, as this ensures that we can fully commit to serve our country while working in ‘civvy street’.”
Business Manager, FM
"The breadth and diversity of the winners this year shows how business support for the Armed Forces continues to grow no matter the sector, company size or location. I am grateful for the positive attitude and flexible policies these organisations have adopted towards the defence community, which is testament to the fantastic contribution our serving personnel, veterans and their families can make to any organisation.
“I am delighted that so many companies are supporting our people and that, through this scheme, we can give them the public recognition they deserve.”
Minister for Defence People and Veterans
Pinnacle Group responds to and supports Coronavirus recovery with specialist COVID-secure cleaning service
Pinnacle Group, one of the UK’s leading facilities and property management service providers, have launched a Specialist COVID Cleaning Service to provide cost-effective antimicrobial surface protection using the latest electrostatic technology.
With the antiviral protection lasting for 25 days, the treatment ensures that corporate, office, residential, and school spaces are safe for use and remain sanitised even as surfaces are touched and used.
Traditional cleaning methods currently being used to tackle COVID-19 are ineffective because they deliver very small droplets that passively deposit on surfaces based on the direction of spray; resulting in uneven coverage. Conversely, Pinnacle’s electrostatic application delivers charged droplets that are actively attracted to surfaces and guarantee a complete disinfection coverage.
The product, which contains no harsh chemicals, provides a physical barrier to disrupt viruses attempting to cling onto surfaces. The cleaning process has been found to kill germs on the skin for up to 24 hours, even after washing, and can be applied to door handles, textiles and in dining environments.
Neil Fergus, Managing Director, FM, Pinnacle Group, said, “We are pleased to be able to respond quickly to the COVID-19 outbreak and introduce our Specialist COVID Cleaning Service as part of the UK’s recovery. Our dedicated team and innovative cleaning practises are enabling organisations to support returns to work, school and play.”
Across the UK Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings and this new COVID-secure cleaning service is being rolled out to a number of key contracts in the coming weeks.
"Our dedicated team and innovative cleaning practises are enabling organisations to support returns to work, school and play."
Managing Director, FM
Waltham Forest Housing Association (WFHA) is one of the first housing associations in the UK to use the innovative technology at their head office. Nicky Anderson, Operations Manager of WFHA said of the COVID Cleaning Service:
"As part of WFHA’s recovery from the COVID-19 outbreak we want to make sure that our staff and residents are comforted that we are using Pinnacle’s cutting-edge antiviral cleaning technology at our offices. The antimicrobial surface protection allows peace of mind that surfaces stay sanitised and safe for up to 25 days. Pinnacle, our long-term cleaning partner, provided an efficient and professional service. They did a fantastic job!”
Operations Manager, Waltham Forest Housing Associati
Find out more about our COVID Cleaning
Crucial Care for the Community
Pinnacle Group delivers services in West Kensington and Gibbs Green. Four years ago, we saw an opportunity to add real value to the vulnerable members of the community by providing a Community Champions programme.
The initiative is led by Sara Benjamin, Community Champion Project Manager, delivering vital services to those in need – making a real difference to people’s health and wellbeing in the area. These services include a foodbank, yoga sessions, fun days, trips, clubs and training in mental health and first aid.
The Community Champions know that people need their services now more than ever during the Coronavirus pandemic. They have gone out of their way to post a leaflet through the door of all residents on the West Kensington estate, asking for anyone who needs help or support to get in touch.
They are also continuing to run their weekly foodbank, which many people rely on for vital food supplies. Donations are still coming through every Monday from the well-established food charity City Harvest London and once it arrives the team opens the doors at Gibbs Green Tenant Hall for anyone in need. Unlike some food banks, visitors do not require a referral to receive assistance and can simply turn up on the day.
Dependent upon the food donated, the team distribute groceries, with people taking a full carrier bags worth away with them and sometimes even more.
To safeguard the public during these challenging times the team has added extra precautionary measures for food collections, including restricting the number of people inside at any one time, as well as social distancing and the use of hand sanitisers upon entry.
Over recent weeks the use of the foodbank has increased and due to the nationwide lockdown measures the team is making sure that everyone who needs it can still access the service by additionally providing home deliveries.
"It’s important that we all support each other through these unprecedented times. I am so proud of the Pinnacle teams who are doing fantastic work to help protect the public and provide vital services and supplies. I can’t thank them enough for their efforts. Every day I hear of how our teams have gone above and beyond to help, as well as many other communities and companies alike. It is through this kindness and compassion we will get through. Please stay safe everyone.”
Managing Director, Homes
Legal & General appoints Pinnacle as management partner for its Affordable Homes business
Pinnacle Group has been appointed by Legal & General as a management partner for its Affordable Homes business which has a delivery pipeline nationwide of 3,500 affordable homes. Pinnacle is the only private company – alongside 13 Housing Associations – to be appointed.
Following an extensive, two-stage tender process involving 140 companies, Pinnacle has been chosen by Legal & General to work across 97 designated areas in the North East, Midlands, South East and South West, in addition to every London borough, building upon its established nationwide delivery infrastructure.
The partnership will last for a minimum of 10 years and allow Pinnacle to focus on service delivery and resident experience, in line with Pinnacle’s Community Stewardship approach which prioritises long-term involvement in day-to-day community-facing services.
and General’s entrance into the affordable housing market is an exciting
proposition for everybody committed to increasing the supply of good quality,
affordable homes,” said Claire Kober, Managing Director, Homes at Pinnacle
Group. “Pinnacle is delighted to be working with Legal & General and proud
to have been selected as part of the network of affordable housing providers.
We believe we can make a considerable contribution to Legal & General’s
ambition to provide the highest quality customer experience.”
Legal and General’s entrance into the affordable housing market is an exciting proposition for everybody committed to increasing the supply of good quality, affordable homes
Claire Kober, Managing Director, Homes, Pinnacle Group
Managing Director, Legal & General Affordable Homes,
commented: “After a rigorous tender process, focusing on the quality and
customer service offering of 140 UK-wide housing associations, we have now
established an experienced panel of management partners. With residents already
moving into our first schemes, this represents another milestone as we continue
to pioneer the Institutional Registered Provider model. There is an urgent need
to keep innovating in this sector and to provide quality, stable homes for the
1.1 million households on waiting lists in England.”
Grain Connect moves to the next level for UK full-fibre broadband installation programme
Grain Connect, part of Pinnacle Group and one of the leading providers of ultrafast broadband for new build homes across the UK, announces £10m (GBP) investment by the Albion Real Assets Fund, a newly raised fund managed by Albion Capital.
This latest phase of
investment by the Albion Real Asset Fund will enable Grain Connect to expand
its network and service offering, grow its team and capitalise on the latest
phase of new housing developments across the UK. Grain Connect will continue to
work with Pinnacle Group, its founding shareholder and long-term funding
partner, to further unlock opportunities to support communities across Pinnacle’s
UK portfolio. At the same time, Grain
has concluded an agreement with Solway Communications, its other founding
shareholder, for the acquisition of certain network assets from Solway, the transfer
of staff and expertise to Grain and the provision of services to Solway’s fixed
Rich Robinson, Managing Director of Grain
Connect said of the announcement: “We are delighted to announce the next phase of our growth and the integration
of the full end-to-end customer experience with Grain Connect’s operations. We
are committed to providing the highest quality of service in delivering full-fibre
broadband across the UK. Albion Capital understands the opportunities for the
UK communications sector and has a proven track record investing in
organisations that deliver for customers and shareholders. This investment
enables the Grain Connect team to consolidate its position as one of the
leading installers of full-fibre broadband in the UK, whilst retaining
flexibility for housebuilder clients and ensuring the highest level of service
Adam Chirkowski, Investment Director at Albion Capital added: “The opportunity to invest in the growth of one of the UK’s most exciting communications providers is highly exciting. Capitalising on the increasing demand for future-fit broadband services, Grain Connect is working to provide new housing developments nationwide with a resilient, high-quality broadband service that is meeting the needs of homeowners. Albion has been extremely active in the FTTP market, particularly investing in the growth of alt-nets to enable them to reach critical scale. Grain Connect’s dedication to every home, ensuring residents have the foundations and the choice to receive the best quality network for them is critical to the growth of the business and makes the investment an exciting next step in Albion’s fibre portfolio.”
Lloyd, Chief Executive of the Pinnacle Group, said of the investment: “At Pinnacle we are committed to working with communities across the
UK to deliver the highest quality of service through understanding the needs of
residents and adapting to changes in our modern world. This continued investment in Grain Connect
underlines our commitment to supporting the digital transformation of
communities, enabling them to benefit from the rapid improvements to broadband
technology. Through Grain Connect, we see strong synergies across the Pinnacle
Group businesses, unlocking opportunities to provide the essential services
that enable communities to make a space, their home.”
Pinnacle begin comprehensive management contract in Greenwich
Pinnacle Group today announces that it has secured a
contract to deliver management services to Meridian Home Start, a Community
benefit Society providing affordable housing in the Royal Borough of Greenwich.
Pinnacle will provide tenancy management and maintenance services for tenants of Meridian Home Start including; tenancy engagement, income management, lettings services, cleaning and grounds maintenance, responsive repairs, void works and cyclical and planned maintenance. Pinnacle’s ability to deliver a comprehensive and integrated range services means tenants have a single point of contact, easier reporting of issues, and ultimately, a better tenant experience.
Delivery of Pinnacle’s management services began on
30th September for over 50 units, and will extend to a planned 250
by 2021 as additional new schemes are completed. All of the homes managed are affordable
homes for local families to rent at discounted rates, on average 65% of the
Nimisha Patel, Group Head of Housing at Pinnacle
Group, said: “We are delighted to be working in close partnership with Meridian
Home Start to deliver services across the Royal Borough of Greenwich. We are
excited for the opportunity to deliver first-class services to an increasing
number of families as Meridian’s provision of affordable homes in the Borough grows
in the coming years.”
The contract will last for an initial 18 months.
Relationships flexibility and an eye for detail
How FM providers can support schools and academies during times of change and budget restrictions
Matt Morrell, Head of Facilities Management at Pinnacle Group explores how FM providers can manage the tight budgetary constraints of the educational sector and unravel the complexities of schools converting into academies.
Following a budget cut from central government of £2.7bn since
2015, and with funding in real terms set to decrease in the next year, schools
are currently under a huge amount of financial pressure. It is under these
conditions that schools need to determine what can be sacrificed to maintain an
operational and productive environment – in most cases they scrutinise the
provision of the institution’s FM.
The value of Total FM services, such as building maintenance,
security and waste management, which are integral to the success of any school
and academy, continues to be under review. In response, the FM industry needs
to demonstrate it can work efficiently and, in times of constraints, deliver
more for less.
In Public Private Partnerships (PPP), benchmarking has
become the norm. Over the past two years, the benchmarking process has become
increasingly rigorous, with independent data now a requirement in PPPs, rather
than just comparison against providers on other contracts. It is now more
common for clients to risk market testing services and rotating or replacing
their FM providers to ensure they are receiving value for money and the most
efficient and cost-effective service.
"Since FM became recognised as an industry in the 1980s, it has been built on strong relationships between the clients and their providers"
While this can be a challenge for many smaller and mid-sized
FM providers who are not in a position to utilise technology as effectively as
some of the larger, more resourceful organisations, it is not insurmountable.
Demonstrating a business ambition to develop strong, long-term relationships and
the ability to operate flexibly can go a long way to ensuring a cost-effective,
efficient and collaborative partnership, beyond technological innovation.
Since FM became recognised as an industry in the 1980s, it
has been built on strong relationships between the clients and their providers,
who work towards common goals to ensure buildings and workplaces are
In education PPPs, FM providers will form one part of a
trilateral relationship with the school and the local authority (LA), or
academy, and the special purpose vehicle (SPV). Adopting a collaborative and
flexible approach to their client relationship and contract, they work to will
facilitate discussion and agreement about working practices and cost.
Rather than reinforcing a position of ‘supplier’ to the
educational sector – though unfortunately so many relationships still do take
this format – it is important for FM providers to demonstrate to the LAs and
SPVs that long-term partnerships lead to the best educational outcomes. When FM
providers are seen as partners and consulted with as early as possible in any
process, they are more able to focus on the ultimate objective of all
stakeholders: the needs of the pupils.
The role of the FM provider is even more integral when
supporting the school-to-academy conversion process.
Since January 2018, 35 per cent of English state-funded
schools have been academies, a strategy the government has taken to help education
evolve and meet the demands of teachers, pupils and parents.
Navigating the complexities of the contract for a school
converted to an academy poses an extra challenge to FM providers who have to
demonstrate skills in translating contracts, managing the expectations of all
parties and ensuring flexibility in delivery. Many contracts are over 600 pages
long and more than 10 years old, and are often taken on by people who have no
prior experience in this field or the field of PPPs and Private Finance
Initiatives (PFIs). On acquiring the school and its operations, many academy
owners, reasonably, want to implement change in the educational and operational
Often, academy business managers want to develop the site to
accommodate an increased number of pupils or incorporate new curriculum changes.
However, the terms of the PPP contract often make that desire commercially
complex and difficult to realise.
At the heart of such a situation, flexibility is key. It is
the role of an FM provider to inform the academy business manager of the formal
process as dictated by the contract and seek alternatives by giving suggestions
as how to best utilise the current space, thereby increasing pupil numbers or
allowing flexible teaching spaces where possible. Both parties would be aware
of, and want to avoid, the alternative: a Deed of Variation needing to be drawn
up for multiple lawyers and banks to approve, leading to a significant, and unavoidable,
expense in legal and administrative fees.
Some of the common challenges facing FM providers in the
educational sector relate to building use and the length of time buildings are
used for. Schools and academies will often try to increase their income
generation by extending the scope of their facilities and offering them to the public
for use. However, existing pre- and after-school clubs and sports or swimming
lessons could make new income-generating measures difficult to achieve. In that
case, the FM provider needs to address this and find flexible ways for the
organisation to achieve its goal.
The educational sector is under increasing pressure to
maintain standards at lower costs. With such responsibility for operations, it
is no surprise that FM providers are asked to do the same. But, with a
commitment to strong relationships, a flexible approach and the ability to
understand the contractual landscape, it is possible for FM providers to
navigate these challenges. Our role should be to work as a partner and add to
the overall strategic conversation about how operations are delivered.
This article was originally featured in Tomorrow's FM magazine.