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Facilities management help desks

Facilities management help desks Purpose – The purpose of this paper is to provide an exploratory look at facilities and estates management help desks in four different case study organisations. Design/methodology/approach – A case study methodology was adopted, with semi‐structured interviews and observations as the principal methods to collect data. Findings – The findings suggest that the key factors for the success of a facilities management (FM) help desk include mapping out all customer requirements, recruiting the correct operating staff, ensuring an appropriate working environment and client communication once the help desk is operational. Originality/value – At the time of the study there had been relatively little research completed focusing specifically on FM help desks. The paper will be of value to facilities and property managers who are considering implementing a help desk service. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Facilities Management Emerald Publishing

Facilities management help desks

Journal of Facilities Management , Volume 8 (3): 12 – Jul 13, 2010

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Publisher
Emerald Publishing
Copyright
Copyright © 2010 Emerald Group Publishing Limited. All rights reserved.
ISSN
1472-5967
DOI
10.1108/14725961011058848
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to provide an exploratory look at facilities and estates management help desks in four different case study organisations. Design/methodology/approach – A case study methodology was adopted, with semi‐structured interviews and observations as the principal methods to collect data. Findings – The findings suggest that the key factors for the success of a facilities management (FM) help desk include mapping out all customer requirements, recruiting the correct operating staff, ensuring an appropriate working environment and client communication once the help desk is operational. Originality/value – At the time of the study there had been relatively little research completed focusing specifically on FM help desks. The paper will be of value to facilities and property managers who are considering implementing a help desk service.

Journal

Journal of Facilities ManagementEmerald Publishing

Published: Jul 13, 2010

Keywords: Help desks; Facilities; Call centres; National health service; United Kingdom

References