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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:
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.