The already difficult job of facility management has now been made challenging due to the increased health safety protocols and enhanced Infection Prevention and Control (IPC) norms. Still performing their everyday duty exceptionally, the professional experts from Paradigm Integrated Facility Services have emerged as one of the largest ISO Certified (by TUV) Comprehensive Residential Facility Management Companies.
Paradigm’s Vice President- Mrs Pallavi Reddy shares how that she, along with her Founder Directors Mr. Ankur and Mr. Pradeep, Started Paradigm’s operations back in year 2006.
Together, they state their mission is to provide a safe, productive, technology-driven and well-maintained physical environment for the communities by planning and delivering client-centric services that are sustainable and supportive of environmental excellence, now and into the future.
Also, they say that their vision is to be nationwide respectfully known for Superiority in Service structurally coupled with Exceptional performance to be the ‘Preferred Provider’ adhering to the highest moral and professional standards while continuously working towards a long-term sustainable future.
According to them, the most satisfying aspect of commencing Paradigm has been,
Helping clients: They help their clients keep their properties in top condition and see their real estate investment appreciating and operating smoothly can be very rewarding.
Creating a positive impact: By implementing sustainable best practices and reducing waste, they help protect the environment. Additionally, by creating job opportunities and supporting local businesses, they help boost the economy and positively impact their community.
Here are a few ways they maintain the faith of their customers:
- Consistency: Delivering high-quality services that meet or exceed customer expectations is key to maintaining their faith in your service portfolio. It means adhering to best practices, following established procedures, and ensuring your team is trained and competent.
- Communication: Regular communication, such as progress reports, updates, and feedback sessions, technology driven interface called “TAP” has helped customers feel connected and informed, which in turn can increase their trust in Paradigm’s services.
- Responsiveness: Responding quickly to customer inquiries, concerns, or issues is vital. Promptly addressing problems or concerns and offering solutions can show customers that Paradigm cares about their needs and is committed to delivering high-quality services.
- Continuous improvement: Evaluate their services, seek customer feedback, and implement improvements. By continuously improving and adapting to changing customer needs and industry trends, they are committed to providing the best possible service portfolio.
The COVID-19 Impact
Paradigm has been at the forefront of supporting in-house and new clients and taking care of the cleaning and Sanitizing services. What has challenged them the most during the pandemic is delivering the same quality facility management services without escalating costs. There has been a sudden spurt in their expenditures. On the contrary, many clients go through their lowest times in their businesses or Jobs. Despite this, they leverage their services to the clients without escalating costs. At present, resourcing is also a major challenge; managing the welfare of their staff when they must get quarantined, their safety and hygiene are paramount for them. These are difficult times, and they must hold each other’s hands.
Paradigm’s response to the pandemic
According to Pallavi, Paradigm Integrated Facility Services has been on the front lines of the pandemic since its outbreak, as they have continued to provide essential facility management services for the residential sector. However, due to the COVID measures, their staffing was restructured, and resources were realigned to maintain social distancing norms and reduce their staff’s exposure to the outside world.
To ensure safety, all teams are provided with appropriate safety gear, and sanitizing options are available at every location. Staff training has been carried out regularly to ensure they are well versed in government guidelines and standard operating procedures. They have replaced manual registers with a digital APP called “TAP,” which allows for touch-based operations, complaint management, and facial recognition-based attendance of employees.
They are consciously using machinery wherever possible to improve work efficiency and minimize staff and client exposure. To maintain a safe and hygienic environment, Paradigm is focused on evaluating the quality of the products they use and ensuring that their staff is trained on the proper usage of these products. With many new products flooding the market, evaluating and training staff on the right usage is a top priority.
Adaptations by Paradigm
As per Pallavi, Paradigm has been on the front lines in the fight against the pandemic since its outbreak, providing essential facility management services for the residential sector. They have adopted various measures to ensure the safety and well-being of their staff and clients. Firstly, they targeted common contamination areas such as registers, stationery items, and all possible touchable areas to minimize the spread of the virus. They also implemented contactless solutions wherever digital alternatives were available and followed government guidelines and social distancing norms. Additionally, they ensured that their personnel installed the Aarogya Setu app for contact tracing purposes.
To sustain during the pandemic, Paradigm has implemented enhanced cleaning and disinfection protocols, social distancing measures, remote monitoring and management, contact tracing standards, and effective communication with clients and residents. These strategies have helped them adapt to the challenges presented by the pandemic and continue to provide essential services to their clients.
Paradigm’s differentiating factor is that they exclusively focus on the residential sector and have 100% in-house staff, which enables them to provide a higher level of concentration and expertise in this area. This leads to several benefits, such as improved resident satisfaction, better maintenance and repair services, and more efficient use of resources.
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Paradigm Founders’ Direct Involvement:
Paradigm Founders, Ankur & Pradeep are involved in the company’s day-to-day operations and help to ensure that the company stays true to its core values and mission. It leads to greater consistency in the delivery of services and a higher level of customer satisfaction.
Secondly, when clients have direct access to the company’s owners, they can communicate their needs and concerns and feel confident that their issues will be addressed promptly and effectively.
Thirdly, they are approachable to employees, which helps them build a strong sense of community and trust within the company. Employees who feel their voices are heard and their concerns are addressed more likely to be engaged and committed to their work.
Finally, having founders along with firm management involved in the company for a long time can provide stability and continuity. They will have a deep understanding of the company’s history, culture, and operations, which can help to guide decision-making and ensure that the company remains successful over the long term.
Stable Management Considering above:
Paradigm Services is proud to have had zero attrition in their management staff for the past 16 years. This consistency leads to greater efficiency and effectiveness in delivering services to clients. A stable management team can foster a strong company culture and promote a sense of community among employees. Employees are more likely to feel a sense of loyalty and commitment when they see that their managers are committed to the company and have been with it for a long time.
Stable management team like that of Paradigm Services inspires trust and confidence in clients. Clients are more likely to view a company positively if it has a sound and experienced management team, as this can indicate the company’s strength and reliability.
Local Market Understanding:
Paradigm Services have a better understanding of the local market and regional nuances. The team has more experience working with residential properties like no other in the market and has developed better relationships with local contractors and service providers. It allows them to provide a more tailored service that meets the specific needs of each property.
Secondly, Paradigm Services has more experience working with all kinds of residential properties (from 25 to 2500 apartments, currently managing over 100 contracts), which require a different approach than larger commercial properties.
Paradigm – Born In Bangalore:
Pallavi informs that Paradigm was born in the same city and is run by founders with Karnataka roots. It provides great advantages as the founders deeply understand the local culture, customs, and language.
Additionally, the company has been operating in the same city for a long time. It has developed a network of local contractors and service providers. It makes it easier for the team Paradigm to respond quickly to maintenance issues and emergencies and provide high customer service.
Pallavi says there is a perfect process by which they build their team Paradigm.
- Providing Internal growth opportunities through Internal job postings: Internal job postings have helped employees to apply for new roles within the organization. Providing internal growth opportunities benefits not only the employees but also benefits the business as a whole. It allows Paradigm to retain its top talent, leading to increased productivity, improved morale, and a stronger workplace culture.
- Provide training and development: Once new team members are hired, it’s essential to provide them with adequate training and development opportunities. Continuous learning opportunities can help team members stay current with industry trends and best practices.
- Foster a positive workplace culture: Paradigm believes that Building a positive workplace culture is key to retaining team members and promoting productivity. It can be achieved by fostering open communication, recognizing and rewarding good performance, and encouraging teamwork and collaboration.
- Promote diversity and inclusivity: A diverse and inclusive workplace can help promote creativity, innovation, and better decision-making.
According to Paradigm, innovation is crucial for facility management to remain competitive and enhance the user experience. In the past, this industry has been slow to adopt new technologies and methods, but that is changing as more organizations recognize the benefits of innovation. One of Paradigm’s innovative solutions is the Real-Time APP called “TAP”, which records all aspects of a complex. Technological advancements are playing a significant role in the growth of the facility management industry, particularly in the development of smart building technology. With real-time monitoring and control, businesses can optimize energy usage, reduce costs, and improve facility performance. AI and ML algorithms are being used to analyze data collected from various sources within a building to identify patterns, predict equipment failures, and suggest optimal maintenance schedules, leading to increased efficiency and cost savings. In addition, new business models leveraging innovative solutions, such as predictive maintenance services and energy management services, are creating value for customers. R&D and tech advancements are driving significant changes in the entrepreneurial ecosystem of facility management, helping businesses to manage their facilities more efficiently and improve overall performance.
Stable management and a positive work culture have been key factors in the success of Paradigm Services. The consistency in their management staff has allowed for efficient and effective decision-making, resulting in high-quality client services. Additionally, a stable management team can inspire employee loyalty and foster a sense of community within the company. Clients are more likely to trust and have confidence in a company with an experienced and stable management team, indicating reliability and strength. Moreover, the team’s wealth of knowledge and expertise can improve decision-making and enhance operations. Ankur envisions Paradigm Services expanding its operations across India, possibly through strategic partnerships or acquisitions. The company may also invest in new technologies to better serve its clients and improve efficiency. Furthermore he suggests that the company may focus on promoting sustainability and eco-friendly solutions in their services. To succeed in the next decade, Paradigm Services must stay ahead of industry trends, adapt to new technologies and changing client needs, and maintain a commitment to excellence and customer service.
Gems of Wisdom
Ankur and Pradeep, two successful entrepreneurs, share valuable advice for aspiring business owners. First and foremost, they stress the importance of believing in oneself and one’s vision. Entrepreneurship requires self-confidence and the conviction that you can achieve your goals. It’s also crucial to stay focused on your vision and remain goal-oriented.
They also emphasize the need to embrace failure and view it as a learning opportunity rather than a setback. This mindset helps entrepreneurs develop resilience and bounce back stronger. Taking calculated risks is another key aspect of entrepreneurship. Successful entrepreneurs evaluate potential risks and rewards before making decisions, and they don’t shy away from taking risks altogether.
Moreover, Ankur and Pradeep acknowledge that no entrepreneur can succeed alone. Building a strong team of talented and passionate individuals who share your vision is critical to success. Entrepreneurs must also stay adaptable and be willing to pivot when necessary to keep up with the constantly changing business landscape.
Finally, Ankur and Pradeep emphasize that persistence is essential in entrepreneurship. Building a successful business takes time and effort, and setbacks are inevitable. But staying true to one’s values and principles is also important. Success should not come at the expense of one’s beliefs and ethics.