FACILITIES A Checklist for Improving Service Delivery Adrian Leaman Building Use Studies Ltd, London Management role Implications for FM service delivery Keywords Sets objectives Goals, required action, Set service and environmental communication, balance between standards — use existing best results and values, short- and long- practice standards when no others term objectives are available. Plan strategically to raise standards Organizes Division of tasks, allocation of Establish an effective chain of responsibility and resources command in dealing with problems and complaints, monitor progress Motivates and Team building, principle of justice Hold team briefings and reviews. communicates Obtain user feedback. Publish performance standards and be judged by them Measures Yardsticks, performance, analysis of Monitor environmental quality and interpretation service provision. Obtain data which link FM performance to business performance to raise the profile of FM Training, direction, self-development, Never forget buildings are there to Develops people principle of integrity meet people's needs. Understand need in detail and feed this back into standards and briefs for new buildings Service delivery and customer awareness are management roles can provide a template for the watchwords of modern management. facilities managers to develop high quality Optimizing these is never easy. Practising service delivery. building managers may perhaps benefit from a reminder of the way in which one of the most respected management theorists Reference summarizes the nature of management. I have therefore modified the above list from 1. Drucker, P.F., The Practice of Management, Druckerf[l] to illustrate how generic Pan, London, 1955.
Facilities – Emerald Publishing
Published: May 1, 1992