What are the advantages of the TOM? Philipp Schoch, Head of Management, on the new business model

The Target Operating Model (TOM) will reorganise the management of Wincasa by the end of 2025. Philipp Schoch, member of the Executive Board and Head of Property Management at Wincasa, answers six questions.

Why is Wincasa introducing a new business model?

In the dynamic business sector in which we operate, we must continually develop and find innovative ways of meeting the needs of our stakeholders and differentiating ourselves from the competition. The aim of the TOM project is to implement an operational model that covers today's management requirements. This should benefit building owners and tenants, as well as our employees.

What are the practical changes with TOM?

First and foremost, we are separating the management of residential and commercial properties spatially and organisationally and professionalising both areas. To this end, we will open a total of 18 residential walk-in locations and eight commercial locations across Switzerland by the end of 2025 and reorganise our teams.

The Target Operating Model (TOM) will reorganise the management of Wincasa by the end of 2025. Philipp Schoch, member of the Executive Board and Head of Property Management at Wincasa, answers six questions.

Because the needs of commercial customers are very different from those of residential tenants. Commercial properties involve long-term contracts, more complex properties and vacancies, which are more significant. With the new organisation, we can offer our commercial tenants highly professional support thanks to specialisation in all phases of the management process. Job profiles are being sharpened accordingly and employees are being trained - especially for their marketing tasks. For our residential tenants, we now offer a physical point of contact in the form of walk-ins, where they can raise their concerns in person without prior appointment.

Aren't the physical contact locations at residential locations contradictory to the current trend towards digitalisation?

No. Our services are a classic "people business". With the walk-ins, we offer our residential tenants an additional opportunity to get in touch with our management specialists in person - as a supplement to the Wincasa Home tenant app and the Customer Value Centre (CVC). We want to offer tenants different channels for different topics and different situations. This allows tenants to choose the channel they prefer for contact.

What are the benefits of TOM for property owners?

In addition to the certainty that their properties and tenants are being looked after in a needs-orientated manner, the new management model should also deliver measurable success for the owners. Performance is measured in real time at all locations and important key figures, such as vacancy rates in the properties, are displayed on a dashboard. This allows the entire team to see at a glance how their location is performing and where they may need to take countermeasures.

And what do the employees gain from the new management model?

To summarise: Exciting career opportunities thanks to new job profiles and greater responsibility. There is now not only a distinction between residential and commercial property managers. Rather, new functions such as technical managers, letting specialists and location managers are also being added, who manage their crews with a new team-oriented approach. We are also giving employees at the locations more responsibility for their team performance, which strengthens loyalty to the company and employee satisfaction. In this way, TOM is also helping to position Wincasa as a modern, attractive employer and counteract the shortage of skilled labour.

How does the rollout of the TOM locations work?

The locations will be opened in three waves. Seven locations are currently being opened in the Central region as part of the first wave. The second wave will take place in the fourth quarter of 2024, followed by the shops in western Switzerland in the third wave at the end of 2025, which will complete the project.

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