Recently at a workshop of asset managers I suggested that the role of Strategic Asset Managers in today’s environment will be to anticipate the changes that are affecting their organisations policies and be ready to address them. I asked them to come along prepared to discuss the key trends affecting their organisation and what they were planning to do about it.
The key trend identified was diminishing or uncertain funding. No surprises there.
What I found interesting, however, was the way that almost all of them were coping with this situation. It was to place a greater focus on the ‘customer experience’ and to broaden the scope of their activities. A university asset manager said that they were seeking to provide staff, students and researchers with ‘desirable experiences’. The airport manager was looking to extend the airport facilities to attract not only passengers and those who came to greet or see them off, but people who would come to the airport for the events or activities it provided, rather than for the intention of flying. The asset manager from the electricity authority said that they now saw themselves, not in the electricity business but in the energy business. He too, saw the need to focus on customer experience. In fact, he recognised that in this new environment that ‘asset management’ and ‘marketing’ had to come a lot closer, for they had a common goal.
Infrastructure management and marketing! An interesting combination.
So my question for today is: Is this the way you see infrastructure moving?