Reference no: EM132332495 , Length: word count:4500

Customer and stakeholder relations in facilities management

The following assessment tasks have been designed to enable you to demonstrate your knowledge and understanding of this unit.

All tasks must be completed.

• It is an important aspect of the assessment that you are able to demonstrate the application of acquired knowledge to appropriate examples of facilities management. You should therefore read the individual tasks carefully in conjunction with the relevant assessment criteria in the unit specification.

• You should also pay careful attention to the additional guidance (shown in red italics) in the unit specification as this indicates the appropriate level of knowledge required to successfully demonstrate the assessment criteria.

• Each task shows the Learning Outcomes(s) and Assessment Criteria in the unit specification that the task has been designed to assess.

• You should answer each task as it has been set. Compare your answer for each task against the assessment criteria shown to ensure that they have been fully addressed by your answer(s)

• Your assessment must be answered on this template provided and you must not delete any of the questions on the template

• You can delete this page, the Learning Outcome and Assessment criteria box, before submission, as this acts as a guideline

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• Complete your assessment by addressing each task and assessment criteria by typing directly into the text boxes

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Task 1

(In completing this task, you must demonstrate that you have addressed all of the following assessment criteria from Unit FM3.03: 1.1, 1.2, 1.3, 1.4, 2.3)

a. Select a facilities supply or service. Using the following table (1) provide a brief description of the supply or service selected and (2) identify the client(s), users and other stakeholders.

Description of facilities supply or service
Client	Users	Other stakeholders

b. Using the following table identify the main interests of each of the groups identified in 1(a) above in your selected facilities supply or service. Your detail should be brief but specific.

(NB Not all groups will necessarily have an interest in each of the columns).

	Interest
	Cost/financial performance	Legal/statutory compliance	Performance against service specification	Risk/business continuity
Client
User
Other stakeholder

c. Use the following table to describe examples of the information that each of the groups identified in 1(a) above will require to monitor their main interests (1(b) above). Suggest the format that the information should be provided in (eg formal report, newsletter, verbal feedback) and the frequency (eg daily, weekly, monthly, quarterly, annually).

	Information requirements	Format	Frequency
Client
User

Task 2

(In completing this task, you must demonstrate that you have addressed all of the following assessment criteria from Unit FM3.03: 2.1, 2.2)

a. Provide a description for each of the communication channels or methods in the following table, showing their benefits and limitations in obtaining information from clients, users and stakeholders and/or delivering information to those groups. Suggest two additional channels or methods (together with a description) (*).

Communication channel or method	Description
Help desk
Meeting
Briefing
Report
Newsletter
*
*

Task 3

(In completing this task, you must demonstrate that you have addressed all of the following assessment criteria from Unit FM3.03: 3.1, 3.2, 3.3, 4.1)

Case Study

a. You are a member of the Facilities Team for an office building comprising three floors. The Facilities Team has recently conducted a customer survey with the users of the building on their level of satisfaction with the outsourced cleaning service. There is significant disparity between the results from each of the three floors. The user satisfaction results from the survey are shown in the following table.

	Very dissatisfied %	Fairly dissatisfied %	Fairly satisfied %	Very satisfied %
Ground Floor	15	30	42	13
First Floor	2	10	58	30
Second Floor	12	15	63	10

You have been asked to investigate and provide additional data to enable an improvement plan to be devised and implemented.
Describe (1) the actions you would take to identify the issues affecting customer satisfaction and their causes, (2) the hard and soft data that is required to produce an improvement plan and (3) how you would evaluate the improvements made.

b. As part of your investigation, you identify a requirement for users to be able to provide feedback on problems and issues directly to the Facilities Team. Use the following table to describe the following mechanisms and methods together with their benefits and limitations. Suggest and describe two other mechanisms/methods (*) in addition to those shown in the table.

Task 4

(In completing this task, you must demonstrate that you have addressed all of the following assessment criteria from Unit FM3.03: 4.2, 4.3)

a. Your investigation in Task 3 (above) indicates that the issues affecting customer satisfaction can be classified under the general causes shown in the following table. Against each cause list practical actions that might be taken to achieve an improvement in the cleaning service. (NB An example has been provided to assist you).

Causes	Possible actions
Resources (eg cleaning staff)	Review the allocation of cleaners per floor to provide greater resource to problem areas (eg ground floor)
Processes (eg cleaning activities and tasks)
Equipment (eg vacuum cleaners, cleaning products)
Cost effectiveness (eg delivering priorities of service provision)

b. Describe a communication plan for publicising the actions the Facilities Team will be implementing, including the "who" and "how" of your plan (consider the "interests" of different client/customer/stakeholder groups and appropriate methods of communication).

How will you manage user perceptions that the ground floor receives less attention from the cleaners compared with the first and second floors?

Title: Customer and Stakeholder Relations in Facilities Management

Learning outcomes

The learner will: Assessment criteria

The learner can:
1 understand the needs of customers and other stakeholders affected by a facilities supply or service

1.1 distinguish between the:
• clients responsible for commissioning a facilities supply or service
• users of the supply or service
• other stakeholders who will be affected by the way in which the supply or service is delivered

1.2 identify the main interests of each of these groups in the facilities supply or service

1.3 determine the information that the different groups will require to monitor their interests

1.4 determine how delivery of the information will need to be scheduled so that they can take timely action if necessary

2 understand how the information required can be supplied by using different channels of communication

2.1. describe how to use communications channels that provide access to information, and the benefits and limitations of such mechanisms, including help desks, web pages and meetings

2.2. describe how to use communications channels that send information to users, and the benefits and limitations of such mechanisms, including briefings, guidance notes, email, telephone, newsletters and formal reports

o identify appropriate communications channels for the information required by clients, service users and other stakeholders (Using examples from the learner's own experience and/or case study to apply the evidence provided for ACs 2.1 and 2.2 above)

3 understand how customer satisfaction can be monitored by using different channels of communication 3.1 identify and analyse relevant management data to provide information about customer satisfaction and potential difficulties, including usage rates, key performance indicators and performance standards

3.2 describe how to use mechanisms that enable customers to volunteer feedback, and the benefits and limitations of such mechanisms, including complaint logs and staff suggestion schemes

3.3 describe how to use methods that ask customers directly for feedback, and the benefits and limitations of such methods, including interviews, focus groups and questionnaires

o (ACs 3.1 to 3.3 should be evidenced using examples from the learner's own experience and/or case study)

4 be able to recommend actions to resolve issues affecting customer satisfaction
4.1. identify the causes of the issues affecting customer satisfaction

4.2. identify practical actions to address the causes, where possible

4.3. identify additional forms of communication to publicise the actions, and/or to address the customers' perceptions

Note: Need at least 7 references.

Attachment:- Customer and Stakeholder Relations.rar