Quality Facility Management: A Marketing and Customer Service Approach,New

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 oldfashioned 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 andby incorporating selected modern techniquesdevise a program to meet your specific situation.With the help of realworld examples, checklists, and other howto 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 mistakes How 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 program Which 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 process How 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 upheaval How 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, HewlettPackard, and Lockheed. Here, you'll find ample evidence of quality tools and strategies at workfrom 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 inhouse 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.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 many feel they don't have the resources or guidance to make it an essential feature of their operation. Total Quality Management programs require too much of them and various aspects of the quality effort, whether it's quality measurement or facility marketing, seem hard to carry out or even beside the point.Finally there's a sensible guide that enables you to build quality into your department simply by applying basic, oldfashioned quality principles and selected modern techniquesQuality Facility ManagementWith the assistance of examples, checklists, and other handy tools, this invigorating resource reveals the five key aspects of quality