Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You and Your Team.

Learn More →

A Checklist for Improving Service Delivery

A Checklist for Improving Service Delivery 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Facilities Emerald Publishing

A Checklist for Improving Service Delivery

Facilities , Volume 10 (5): 1 – May 1, 1992

Loading next page...
 
/lp/emerald-publishing/a-checklist-for-improving-service-delivery-iGERslUM0z
Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0263-2772
DOI
10.1108/eb006534
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

FacilitiesEmerald Publishing

Published: May 1, 1992

There are no references for this article.