Describe methods you could use to collect soft data

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Reference no: EM132782087

Task 1:
Identify an example of a facilities service that is provided to your present organisation (or one you are familiar with) that uses either an in-house or outsourced service delivery method.

(Alternatively, select an example from the list in Table 13.1 from FM Desk Reference).
Table 13.1 Examples of goods or services purchased by an FM
• Stationery supplies
• Printed materials
• Vehicles/fuel
• Signage
• Uniforms
• PPE and safety equipment
• Furniture
• Consumables like tissue, soap, sanitary products, light bulbs, bin liners, visitor pass badges
• Catering items, vending supplies and equipment, cash tills
• Specialist equipment - security, CCTV, audio visual
• Computer supplies
• Energy and utilities
• Consultancy
• Publications
• Training courses
• Travel and hotel accommodation
• Car hire
• Couriers
• Mail services/post
• Specialist service contracts, e.g. lift maintenance, fire alarm maintenance

a. Describe the main interests of the client and users in the example you have selected. Explain why the interests of these two types of customer are likely to be different. Identify other stakeholders in the facilities service that you have selected and explain their interests in that service.

b. Describe the type of information that you would provide to the client and to users that would satisfy their level of interest in the performance of this facilities service. Explain how frequently you would supply this information.

Task 2:
a. Compare different communication methods that are available to you to deliver information to your customers and stakeholders and to receive feedback from them. Explain both their advantages and their limitations as methods of communication.

b. Review you answer to Task 1. Prepare a customer and stakeholder communication plan for the facilities service example you identified in Task one.

CAFM Plan - Use power point presentation - Adapt

Task 3:
a. Review your answers to Task 1 and Task 2. Describe the "hard" data that might be available from management and customer sources for the facilities service you identified in Task one and explain how you would use this to monitor customer satisfaction.

b. Describe methods you could use to collect "soft" data to improve your understanding of the issues that contribute to customer satisfaction (or dissatisfaction). Explain the advantages and limitations of these methods.

Task 4:
Review your answers to Task 1, Task 2 and Task 3. From your experience, describe an actual customer issue or complaint that, from experience, has arisen or could potentially arise in connection with the facilities service identified in Task one. Distinguish between the factors contributing to the issue/complaint that can be measured objectively (i.e. using available data) and those that derive from customer perception (i.e. subjectively based) of service delivery.

Explain the process you used (or would use) to engage with the customer to identify and agree (i) the level of dissatisfaction and its causes and (ii) practical actions to address the causes of dissatisfaction.

c. Describe a communication plan for publicising the actions you would implement to resolve the issues raised, including the "who" and "how" of your plan (NB consider the "interests" of the different client/customer/stakeholder groups and appropriate methods of communication - NB Review your answers to Task 1a and Task 2a to assist you).

Reference no: EM132782087

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