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A holistic approach to FM drives Khidmah’s success


By integrating people, processes and projects, companies can achieve continual business development


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January 4, 2022 Namitha Madhu
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A holistic approach to FM drives Khidmah’s success

Abdellatif Sfaxi, CEO, Khidmah


Digital transformation and innovation are key for integrated facilities management. By integrating people, processes and projects, companies can achieve continual business development while enhancing the quality of life and work environment for all stakeholders.

Even during challenging times, like the outbreak of the COVID-19 pandemic, it is this holistic focus on facilities management that drives Khidmah’s success.

“During the pandemic, we faced constraints in logistics, critical spare parts and human resources,” said Abdellatif Sfaxi, CEO at Khidmah. “However, Khidmah was among the very first few companies in the UAE to vaccinate 98% of its staff, which resulted in minimum disruption to operations.” 

Most importantly, this holistic approach is discernible in the company’s staff training, CSR activities, and drive towards sustainability.

“What constitutes sustainability is subjective as it depends on the customer,” Abdellatif continued. “However, FM companies must ensure they do their best with the resources they have.”

With perceptions on sustainable aspects of a built environment differing from one customer another, “FM needs to find a balance between sustainability and responsibility,” he added.

In addition, developers and builders need to consider the appropriate design of the built environment, primarily the sustainability aspects, as well as the quality of materials used, maintenance of friendly design of asset locations and safety strategies. 

“What is required is a higher level of alignment between design, construction and FM companies taking into account the life cycle of installed, commissioned and maintained assets,” he said.

Khidmah is consistently seeking to drive enhancements in the quality of life, work and life environment of stakeholders, including its employees.

For example, the recent introduction of the Mobile Khidmah Training Centre ensured reach and availability to improve the competency and skills of the technical staff, “with excellent results on compliance, regulations, and standard operating procedures,” Abdellatif said.

The company was recently awarded the internationally recognised ISO 41001: 2018 certification in international facility management standards for its UAE and KSA operations. 

To that end, the CEO credits the achievement to a team that is committed to deliver excellence in people performance, process improvements, customer satisfaction and business results.

The certificate recognises organisations that achieve optimum efficiency by drawing on international best practices. The new management system standard constitutes a benchmark for developing and driving an effective strategic, tactical and operational FM regime. It will assist organisations seeking to outsource FM, as those providers who are able to demonstrate compliance with the standard will deliver them with an assurance regarding their approach and processes.

The certification was awarded after Khidmah underwent two assessment cycles by Bureau Veritas in July and October 2021.

Besides the ISO 41001: 2018, Khidmah was also re-certified ISO 50001: 2018 for energy management, ISO 14001:2015 for environmental management, ISO 45001:2018 for occupational health and safety, and ISO 9001:2015 for quality standards.

Commenting on these achievements, Abdellatif said that this is another great achievement for Khidmah. “These certifications reaffirm our regional FM leadership and demonstrate Khidmah’s capability to deliver the best-integrated services on par with international quality and sustainability criteria. Receiving these certifications and getting recertified again enables us to continue setting new benchmarks in delivering impactful FM solutions throughout the Middle East

Plans for 2022

Projecting to 2022, the company plans to further boost its commitment to quality and sustainability.

“Ambitious plans are in the pipeline with quality and sustainability at the heart of the company’s operations,” he said. “This falls directly within the corporate sustainability framework and the UAE’s national 2030 agenda, its objectives, and targets.”

Khidmah will have a new office designed to be LEED certified and is working on several growth plans that include new and existing sectors within the UAE and KSA. “As important is corporate social responsibility and giving back to all our stakeholders,” concluded Abdellatif.


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