Quality Facility Management: A Marketing and Customer Service Approach / Edition 1

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Quality Facility Management As a facility manager, you’reconcerned with building quality into your operation but possiblyunsure about how to go about it in a systematic way. Perhapsit’s because a Total Quality Management program seems tooimposing and costly for your department to undertake. Or maybeyou’re leery of certain aspects of such a concerted effort,like measuring quality or marketing facility services, becausethey’ve never been adequately explained to you. Possessingconsiderable backgrounds in facility management, Stormy Friday andDave Cotts understand these uncertainties. In Quality FacilityManagement, they have pooled their knowledge and experience todevelop a comprehensive resource that demystifies the qualitymovement and shows you how to apply the old-fashioned but enduringcommonsense principles of quality management often overshadowed byTQM. Flecked with humor and written as if the authors were simplytalking to you, this refreshing new book identifies the five majorelements underpinning any effective quality facility managementprogram and takes you step by step through each one in a detailedyet accessible way. Gradually, you learn how to put these elementsall together and—by incorporating selected moderntechniques—devise a program to meet your specific situation.With the help of real-world examples, checklists, and other how-toaids, Quality Facility Management reveals:

  • Why customers must be the driving force behind your qualityeffort, how you can exceed customers’ performanceexpectations, and how you can effectively recover from servicemistakes
  • How quality facility management has its roots in TQM, whatconstitutes the major aspects of a TQM program, and how you canimplement quality facility management without a fullblown TQMprogram
  • Which aspects of your operation need to be measured andevaluated, which measuring tools should be used, and how to getyour customers involved in the measurement process
  • How to develop a facility marketing plan that increasesawareness of your services, improves your image as a provider, andacts as an "insurance policy" in retaining the support of seniormanagement in the face of organizational upheaval
  • How to engineer a program of continuous quality improvement byassuming a specific leadership role, empowering frontline staff,instituting effective customer service training, and partneringwith vendors
The final chapter provides a bounty of practical case histories ofcompanies that are realizing quality facility management right now,including major organizations like Celestica, Bell Atlantic,Hewlett-Packard, and Lockheed. Here, you’ll find ampleevidence of quality tools and strategies at work—from interiorpreventive maintenance crews to staff productivity improvements,infrastructure planning teams to customer satisfaction programs.Indeed, whether you’re in the public or private sector, in alarge or small facility, part of an in-house organization or acontracted firm, Quality Facility Management enables you to plan,organize, staff, direct, and evaluate for quality, so that youmaximize your department’s responsiveness to customers andyour value to top management.
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Product Details

  • ISBN-13: 9780471023227
  • Publisher: Wiley
  • Publication date: 10/14/1994
  • Edition description: New Edition
  • Edition number: 1
  • Pages: 240
  • Product dimensions: 10.00 (w) x 7.00 (h) x 0.63 (d)

Meet the Author

A former practicing facility manager, STORMY FRIDAY is President ofThe Friday Group in Alexandria, Virginia, which providesmanagement, marketing, and facilities services to commercialbusiness and government. She lectures extensively worldwide onfacility management issues.

DAVID G. COTTS is Chief of Building Maintenance and Repair for TheWorld Bank headquarters in Washington, D.C. He is a past presidentof IFMA and also teaches facility management at George WashingtonUniversity.

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Table of Contents

Quality and Customer Service Are Synonymous with FM.

Total Quality Management (TQM) Principles and Quality FM.

Measuring Quality and Customer Satisfaction with FacilityServices.

The Importance of Marketing Facility Services.

The Concept of Continuous Improvement.

The Quality Management Way: Best Practices.




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