食品服务和设施管理的未来

© Oliver WymanFOREWORDIn an era marked by rapid change and evolving consumer and corporate customerexpectations, food services and facility management stand at a pivotal crossroads.Understanding the key trends shaping this sector has never been more critical, asorganizations strive to ignite growth, enhance operational efficiency and prioritizesustainability and health.This report — the product of extensive collaboration with industry leaders — aims toilluminate the industry’s current landscape and provide insights into emerging trendsand best practices. By examining the interplay among consumer and customer behaviors,technological advances, sustainability initiatives, and the evolution of competition, wehope to equip industry stakeholders with the knowledge necessary to navigate thisdynamic environment.We extend our gratitude to all contributors whose insights have been invaluable in shapingthis report.Stéphane BirchlerPartner, France Julien BoulengerPartner, United States © Oliver WymanEXECUTIVE SUMMARYThe convergence of technology, changing dietary preferences, and heightened awareness ofenvironmental impact are redefining how food services and facility management (FM) operate.From the rise of plant-based diets and local sourcing to the integration of smart technologiesthat optimize resource use and building efficiency management, the parameters within whichindustry must operate are getting far more numerous and exacting.Consequently, the complexity of commercial food services and facility management isincreasing, leading many more customers to outsource these needs to specialized providersso they can more effectively meet the evolving expectations of their workforce and customers.In a survey of 200 leading buyers of food services and facility management in the UnitedStates and Europe, conducted by Oliver Wyman in 2024, 91% expected an increase in theirfood services and facility management outsourcing budgets over the next fiveyears.Meanwhile, the food services and facility management industry has become highlyfragmented: local and independent providers account for nearly one-third of globaloutsourced services, while giants like Compass, Sodexo, Aramark, CBRE, Jones LangLaSalle (JLL), Cushman & Wakefield, and ABM leverage economies of scale to build marketshares. Since 2016, top food services and facility management players performed over 60acquisitions to strengthen their market position and continue to look for opportunitiesto grow.LOOKING FOR HELP WITH CARBON FOOTPRINTSOne of the latest pressures on food services and facility management providers comesfrom major customers, including corporations, universities, hospitals, and sports andentertainment venues, to be more aggressive about cutting greenhouse gas emissions. Thedemand comes in the wake of recent regulations, particularly in Europe, requiring companiesto disclose emissions and provide plans for how to cut them.In the Oliver Wyman survey, 90% said they wanted help from their vendors to shrink theircarbon footprints. Service providers can accomplish this by cutting their own operationalemissions, which would in turn reduce the Scope 3 emissions in their customers’ supply chains.Reinforcing how important cutting emissions is for customers, two-thirds told theOliver Wyman survey they would be willing to pay as much as a 10% premium on sustainableofferings from food services and facility management companies that lowered emissions;one-third said they would go as high as 20%. Thus, the need to reduce emissions istransforming sustainability into a critical strategy for the sector, offering a competitiveedge for proactive vendors and even potentially a revenue enhancer. By adopting © Oliver Wymansustainable practices and leveraging them in marketing, providers can not only meet clientexpectations but also gain an advantage in an increasingly competitive market that isstarting to prioritize environmental responsibility.A BROADER DEFINITION OF SUSTAINABILITYSustainability goes beyond just cutting emissions and reflects the new economic environmentboth customers and providers must navigate, including inflationary costs pressures and thecritical role of a reliable supply chain. As a result, the food services industry is placing greateremphasis on cost efficiency, with supply chain operations playing a crucial role in sustaininghealthy profitmargins.One tactic is through the minimization of the number of stock-keeping units (SKUs). Butmany providers run into a conflict here with other emerging sustainability trends thatprioritize local sourcing, traceability, and sustainable agricultural practices that make itchallenging to keep costs low and SKUslimited.Outsourcing in food services and facility management is also on the rise, with the surveyshowing the two main drivers being rising costs and the need for more consistent servicequality. Current global outsourcing rates are approximately 35% and projected to reach 40%by 2027 — with the United States and