» » Quality Facility Management: A Marketing and Customer Service Approach (Bk. 2)

Download Quality Facility Management: A Marketing and Customer Service Approach (Bk. 2) fb2

by David G. Cotts,Stormy Friday

  • ISBN: 0471023221
  • Category: Money & Business
  • Author: David G. Cotts,Stormy Friday
  • Subcategory: Management & Leadership
  • Other formats: txt mobi doc azw
  • Language: English
  • Publisher: Wiley; 1 edition (October 14, 1994)
  • Pages: 240 pages
  • FB2 size: 1612 kb
  • EPUB size: 1417 kb
  • Rating: 4.7
  • Votes: 925
Download Quality Facility Management: A Marketing and Customer Service Approach (Bk. 2) fb2

FREE shipping on qualifying offers

FREE shipping on qualifying offers. As a facility manager, you're concerned with building quality into your operation but possibly unsure about how to go about it in a systematic way. Perhaps it's because a Total Quality Management program seems too imposing and costly for your department to undertake. Or maybe you're leery of certain aspects of such a concerted effort.

Quality Facility Management As a facility manager, you’re concerned with building quality into your . Possessing considerable backgrounds in facility management, Stormy Friday and Dave Cotts understand these uncertainties.

Quality Facility Management As a facility manager, you’re concerned with building quality into your operation but possibly unsure about how to go about it in a systematic way. Perhaps it’s because a Total Quality Management program seems too imposing and costly for your department to undertake. Or maybe you’re leery of certain aspects of such a concerted effort, like measuring quality or marketing facility services, because they’ve never been adequately explained to you.

Quality Facility Management book. Goodreads helps you keep track of books you want to read. As a facility manager, you're concerned with building quality. Start by marking Quality Facility Management: A Marketing and Customer Service Approach: Bk. 2 as Want to Read: Want to Read savin. ant to Read. Start by marking Quality Facility Management: A Marketing and Customer Service Approach as Want to Read: Want to Read savin.

Stormy Friday, David G. Cotts

Stormy Friday, David G. Cotts. Stressing the facility manager's role as pro-active strategist and marketer, this compact, up-to-the-minute, user-friendly guide provides a detailed explanation of the tools and techniques needed to implement a customer service program. Features pertinent advice on how to effectively market the facility department within the organization. Covers all current management theory including TQM and the business climate of rightsizing. Includes self-evaluation forms, quizzes, exercises and checklists which enable readers to assess where their department is and how.

Quality Facility Management : A Marketing and Customer Service Approach. by Stormy Friday and David G. Select Format: Hardcover.

Possessing considerable backgrounds in facility management, Stormy Friday and Dave Cotts understand these uncertainties.

Possessing considerable backgrounds in facility management, Stormy Friday and Dave Cotts understand these uncertainties

Quality and Customer Service Are Synonymous with FM. Total Quality Management (TQM) Principles and Quality FM. Measuring Quality and Customer Satisfaction with Facility Services. The Importance o. More).

Quality and Customer Service Are Synonymous with FM. The Allen Institute for Artificial IntelligenceProudly built by AI2 with the help of our.

Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest"

Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing.

As a facility manager, you're concerned with building quality intoyour operation but possibly unsure about how to go about it in asystematic way. Perhaps it's because a Total Quality Managementprogram seems too imposing and costly for your department toundertake. Or maybe you're leery of certain aspects of such aconcerted effort, like measuring quality or marketing facilityservices, because they've never been adequately explained to you.

Possessing considerable backgrounds in facility management,Stormy Friday and Dave Cotts understand these uncertainties. InQuality Facility Management, they have pooled their knowledge andexperience to develop a comprehensive resource that demystifies thequality movement and shows you how to apply the old-fashioned butenduring commonsense principles of quality management oftenovershadowed by TQM.

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 specificsituation.

With the help of real-world examples, checklists, and otherhow-to aids, Quality Facility Management reveals:

Why customers must be the driving force behind your qualityeffort, how you can exceed customers' performance expectations, andhow you can effectively recover from service mistakesHow 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 full-blown TQMprogramWhich aspects of your operation need to be measured andevaluated, which measuring tools should be used, and how to getyour customers involved in the measurement processHow 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 upheavalHow 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 historiesof companies that are realizing quality facility management rightnow, including major organizations like Celestica, Bell Atlantic,Hewlett-Packard, and Lockheed. Here, you'll find ample evidence ofquality tools and strategies at work—from interior preventivemaintenance crews to staff productivity improvements,infrastructure planning teams to customer satisfactionprograms.

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 and yourvalue to top management.

Quality facility management is the only way to do business.

Here's the only way to do quality facility management.

Facility managers want to answer the call for quality but manyfeel they don't have the resources or guidance to make it anessential feature of their operation. Total Quality Managementprograms require too much of them and various aspects of thequality effort, whether it's quality measurement or facilitymarketing, seem hard to carry out or even beside the point.

Finally there's a sensible guide that enables you to buildquality into your department simply by applying basic,old-fashioned quality principles and selected moderntechniques—Quality Facility Management

With the assistance of examples, checklists, and other handytools, this invigorating resource reveals the five key aspects ofquality facility management and shows you how to bring them alltogether to develop a program that fits your particularcircumstances.

Emphasizing why your customers are the driving force behind yourquality efforts, Quality Facility Management helps you:

Surpass customers' performance expectations and recovereffectively from even the most damaging mistakesProvide quality facility management without implementing aformal TQM programAccurately measure critical aspects of your operation and acteffectively on that feedbackDevise a facility marketing plan that enhances yourdepartment's image with customers and top managementPut a program of continuous quality improvement into effectthrough leadership, staff training and empowerment, vendorcollaborations, and other proven means

Packed with case studies of facility managers who are buildingquality into their operation, Friday and Cotts's Quality FacilityManagement illustrates how your quest for quality can dramaticallyupgrade customer and senior management satisfaction—withoutdraining department resources.



Related to Quality Facility Management: A Marketing and Customer Service Approach (Bk. 2) fb2 books: