Quality Facility Management A Marketing and Customer Service Approach

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. Possessing considerable backgrounds in facility management, Stormy Friday and Dave Cotts understand these uncertainties. In Quality Facility Management, they have pooled their knowledge and experience to develop a comprehensive resource that demystifies the quality movement and shows you how to apply the old-fashioned but enduring commonsense principles of quality management often overshadowed by TQM. Flecked with humor and written as if the authors were simply talking to you, this refreshing new book identifies the five major elements underpinning any effective quality facility management program and takes you step by step through each one in a detailed yet accessible way. Gradually, you learn how to put these elements all together and-by incorporating selected modern techniques-devise a program to meet your specific situation. With the help of real-world examples, checklists, and other how-to aids, Quality Facility Management reveals:Why customers must be the driving force behind your quality effort, how you can exceed customers' performance expectations, and how you can effectively recover from service mistakesHow quality facility management has its roots in TQM, what constitutes the major aspects of a TQM program, and how you can implement quality facility management without a fullblown TQM programWhich aspects of your operation need to be measured and evaluated, which measuring tools should be used, and how to get your customers involved in the measurement processHow to develop a facility marketing plan that increases awareness of your services, improves your image as a provider, and acts as an 'insurance policy' in retaining the support of senior management in the face of organizational upheavalHow to engineer a program of continuous quality improvement by assuming a specific leadership role, empowering frontline staff, instituting effective customer service training, and partnering with vendorsThe final chapter provides a bounty of practical case histories of companies that are realizing quality facility management right now, including major organizations like Celestica, Bell Atlantic, Hewlett-Packard, and Lockheed. Here, you'll find ample evidence of quality tools and strategies at work-from interior preventive maintenance crews to staff productivity improvements, infrastructure planning teams to customer satisfaction programs. Indeed, whether you're in the public or private sector, in a large or small facility, part of an in-house organization or a contracted firm, Quality Facility Management enables you to plan, organize, staff, direct, and evaluate for quality, so that you maximize your department's responsiveness to customers and your value to top management.Friday, Stormy is the author of 'Quality Facility Management A Marketing and Customer Service Approach' with ISBN 9780471023227 and ISBN 0471023221.