CustomersFacilities Management

Customers: identifying and assessing needs; expectations and reactions; providing

information and advice accessibility; safety and security.

The Learning Outcomes

This unit develops the essential skills and knowledge required to deliver facilities operations in a wide variety of contexts.

These contexts include hospitality and leisure venues, public arts venues, tourist complexes, educational institutions (such as colleges, universities and halls of residence), hospitals and museums.

The Context of the Customer in Facilities management.

Hospitality and Leisure Venues Event venues are locations where events

are taking place. An event venue in simple terms is the location hosting an event.

Traditionally, a meeting room, hotel, conference center, restaurant or convention center may come to mind 

Ballrooms, gardens, rooftops, museums, theaters, yachts, stadiums, universities and even outdoor venues are becoming the norm

Who are the Customers

Hospitality & Leisure Venues

Brides, Grooms, Friends & Family. Conference Staff, coordinators, Delegates, Function Organizers, partakers, caters, performers. Guests Sports persons, team. Performers ( dancers, Singers ), audience, Seminar Speakers, audience Team building events – partakers Business Dinners – partakers Press Conferences – the delegates, the press, Product Launches – the exhibitors, the attendees Award ceremonies – the organizations. Family Outings

The Customers

The Customers Needs

Call Center The FM Call Center is the first point of

contact for all your facilities needs. Customers can reach the Call Center by phone, e-mail or on the internet.

After hours contact centers. Security Services Maintenance services

Different Areas

Alarm Management

alarms/failure conditions

Examples of conditions addressed by alarms include:

1.Fire alarms2.Hazardous/toxic chemical leaks  3.Heating 4.Cooling5.Utility system 6.Process research equipment such as refrigerators or incubators7.Elevator entrapment8.Animal research space9.Research lab environments

Different Areas

1. Explicit Expectations Explicit expectations are mental targets for

product performance, such as well-identified performance standards.

For example, if expectations for a color printer were for 17 pages per minute and high quality color printing, but the product actually delivered 3 pages per minute and good quality color printing, then the cognitive evaluation comparing product performance and expectations would be 17 PPM – 3 PPM + High – Good, with each item weighted by the associated importance.

Customer expectations in facilities

2. Implicit Expectations Implicit expectations reflect established norms of performance.

Implicit expectations are established by business in general, other companies, industries, and even cultures.

An implicit reference might include wording such as “Compared with other companies…” or “Compared to the leading brand…”

3. Static Performance Expectations Static performance expectations address how performance and

quality are defined for a specific application. Performance measures related to quality of outcome may include the evaluation of accessibility, customization, dependability, timeliness, accuracy, and user friendly interfaces.

Customer expectations in facilities

4. Dynamic Performance Expectations Dynamic performance expectations are about

how the product or service is expected to evolve over time. Dynamic expectations may be about the changes in support, product, or service needed to meet future business or use environments.

Dynamic performance expectations may help to produce “static” performance expectations as new uses, integrations, or system requirements develop and become more stable.

Customer expectations,

5. Technological Expectations Technological expectations focus on the evolving state of the product

category. For example, mobile phones are continually evolving, leading to

higher expectations of new features. Mobile service providers, in an effort to limit a consumer’s ability to

switch to new technology phones, have marketed rate plans with high cancellation penalties for switching providers, but with liberal upgrade plans for the phones they offer.

The availability of low profile phones with email, camera, MP3, blue tooth technology, and increased storage will change technology expectations as well as the static and dynamic performance expectations of the product.

These highly involving products are not just feature based, but raise expectations that enhance perceptions of status, ego, self-image, and can even evoke emotions of isolation and fear when the product is not available

Customer expectations,

6. Interpersonal Expectations Interpersonal expectations reflect the relationship between

the customer and the product or service provider. Person to person relationships are increasingly important,

especially where products require support for proper use and functioning.

Support expectations include interpersonal sharing of technical knowledge, ability to solve a problem, ability to communicate, reduced time to problem resolution, courtesy, patience, enthusiasm, helpfulness, assurance that they understood my problem and my situation, communication skills, and customer perceptions regarding professionalism of conduct, often including image and appearance.

Customer Expectations

Directions Locations Operating instructions Emergency Procedures , signs Shutdowns , outages Scheduled disturbances ( maintenance

noise ) Services provided – moving services,

cleaning services, maintenance services

Information and advice providing.

Disability Discrimination is still not illegal in Sri Lanka but we can expect these law reforms to take place in the near future.

Its also good public relations, can attract a niche market segment, ethical to have high accessibility standards.

Physical Disabilities – Wheel chair access , hand rails, wheelchair parking spaces.

Sight impairment – guide staff services, Braille signs, High visibility signs

Hearing impairment – electronic displays for staff to communicate with visitors

Intellectual impairments – support staff, clear signage, tolerance.

Accessibility

Accessibility

“Prevention is better than Cure” At the heart of an effective preventative system is

compliance with work health and safety obligations and stopping hazards entering the workplace.

Information should be provided on developing hazard specific policies and procedures, health and safety in design, safety data analysis, WHS audit, WHS training and education, WHS within procurement, WHS inspection testing and health monitoring, and internal hazard reporting 

WHs – workplace health and safety OH & s – Occupation health and safety

Safety and security

An effective risk and hazard management methodology allows an organization to identify hazards that pose a risk to its workers and resolve them before they cause injury or illness.

It should outline the process for identifying hazards within the workplace. Risk, remedy, and resources are provided for specific hazards identified within the WHS Act, Regulations and codes of practice.

Safety and security

Response. If a safety incident takes place an

organization must take steps to remove the hazard that caused it, and implement changes to stop it from happening again.

Information on incident investigation, incident notification requirements, emergency preparedness and response, including first aid policies and procedures should be found within an organization's response documentation.

Safety and security

Response Where a worker has been injured the

employer has responsibilities, a duty of care to ensure the employees are not exposed to risk.

These responsibilities are usually addressed under a rehabilitation management system that will usually include an organizational structure, responsibilities, practices, procedures, processes, and resources, for managing workplace injury or illness.

Safety and Security

Safety and security

Threats Unauthorized entry/trespass (forced and

covert) Insider threats Explosive threats: Stationary and moving

vehicle-delivered, mail bombs, package bombs

Ballistic threats: Small arms, high-powered rifles, drive-by shootings, etc.

Security

Threats Weapons of mass destruction (chemical,

biological, and radiological) Disruptive threats (hoaxes, false reports,

malicious attempts to disrupt operations) Cyber and information security threats Supervisory Control and Acquisition Data

(SCADA) system threats (relevant as they relate to HVAC, mechanical/electrical systems control and other utility systems that are required to operate many functions within building)

Security – Hospitality Threat Prevention

Electronic.

Electronic card access controls, rather than keyed locks, can be used to restrict access where valuables are stored. They can record the date and time of entry and the specific card used to gain entry, identifying the person whose card was used.

Video surveillance systems consist of cameras, monitors, and recorders. The most effective use of video is to combine it with devices such as motion sensors that detect an intrusion. A motion sensor triggers an alarm and activates the video recorder in the area where the motion is detected.

Controlling the exposure to these threats.

Electronic.

Digital recordings are more efficient and effective than traditional audio tape recordings because they record images as well as sound and the tapes can be viewed selectively. A digital recorder is a computer that allows the user to retrieve and view video selectively by date and time of recording.

Alarms can be activated by the opening of doors, windows, gates, lids, etc. and can be monitored at the farm or at approved, off-site alarm monitoring stations. When alarm signals are transmitted to a monitoring station, personnel follow pre-established protocols, which usually include calling the police. In addition to signaling a monitoring station, an activated alarm might trigger lights and sirens and/or place an automatic call to your cell phone.

Controlling the exposure to these threats.

Light critical assets such as fuel tanks, grain bins, and chemical storage areas.

Consider using glare lighting as a deterrent. It can blind intruders, making it difficult for them to see who or what is in their vicinity.

Put exterior lights on motion sensors or control them with photocells that turn them on and off according to the amount of natural light available. Manual switches and timers are less effective.

Abide by local light pollution standards in your area.

Lighting

Easy to lock Well-ventilated Properly lighted when in use Dry - protected from flooding and high humidity Protected from extreme heat and freezing Spacious enough to allow for separation of

herbicides, fungicides, insecticides, and fertilizers, if all these types of materials are to be stored

Enclosed in such a manner that leaks and/or spills can be contained and cleaned without compromising the soil and water quality in the vicinity

Chemicals

Adhesive tape Aluminum finger splints Antibiotic ointment Antiseptic solution or towelettes Bandages, including a roll of elastic wrap and bandage strips in assorted sizes Instant cold packs Cotton balls and cotton-tipped swabs Disposable latex or synthetic gloves, at least two pair Gauze pads and roller gauze in assorted sizes Eye goggles Petroleum jelly or other lubricant Plastic bags for the disposal of contaminated materials Safety pins in assorted sizes Save-A-Tooth storage device containing salt solution and a travel case Scissors, tweezers and a needle Soap or instant hand sanitizer Sterile eyewash, such as a saline solution Thermometer Triangular bandage Medications such as pain relievers and personal medications Activated charcoal (use only if instructed by your poison control center) Anti-diarrhea medication Over-the-counter oral antihistamine Calamine lotion Over-the-counter hydrocortisone cream If prescribed by your doctor, drugs to treat an allergic attack, such as an auto-injector of epinephrine ) Syringe, medicine cup or spoon Small, waterproof flashlight and extra batteries Candles and matches Sunscreen Mylar emergency blanket First-aid instruction manual

First Aid

Different Types of Fires.

Fire

Different extinguishers – match these to the fires

Fire

You have just been appointed as the new CEO of Cinnamon Grand.

The first file you looked at was the safety and security procedures file. You are surprised to find it completely empty.

What areas will you be looking to set policies / procedures in? explain one such area in detail.

Exercise

Do a role play of front office not giving keys

Exercise 2

www.facm.umn.edu/customers/service-levels/customer-service/index.htm

http://www.qualtrics.com/blog/customer-expectations/

http://www.wbdg.org/design/provide_security.php

http://campus.extension.org/mod/book/tool/print/index.php?id=6340

Bibliography