UNIT ASSESSMENT FRONT SHEET AND PLAGIARISM STATEMENT Important: Learners must complete all of the boxes with the relevant details. Assessment submissions may be rejected if any information is omitted. Unit Reference (e.g. FM3.01) Unit Title IWFM Membership Number Centre Name Cohort Reference (e.g. 54321/4/01/06/2010) Date assessment received from Centre Deadline for completion of assessment Date assessment submitted to Centre Plagiarism statement: I, (PRINT NAME) confirm that the attached assessment is entirely my own work and, if I have incorporated any copied text, I have accurately referenced the work to the original source. I confirm I have read the IWFM Malpractice Policy. Signature Date This statement should be the first page of your electronic submission. A signed copy must also be handed to your centre ASSESSMENT FM3.03 CUSTOMER AND STAKEHOLDER RELATIONS IN FACILITIES MANAGEMENT Credit Value: 5 Maximum word count for this unit: 5,000 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). 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 Other stakeholder 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. Mechanism/method Description Complaint Log Staff suggestion scheme Interviews Focus group Questionnaire * * 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? NOTES TO LEARNERS 1. Remember to always reference each page of your assessment with the Cohort Reference Number and your IWFM Membership Number. 2. Complete your assessment by addressing each task and assessment criteria by typing directly into the text boxes 3. Any text which has been copied MUST be accurately referenced to the original source (e.g. Harvard Referencing). Any text which is copied and not referenced is deemed as plagiarism which may result in your work being voided (please refer to the IWFM Malpractice Policy & Procedure). You will be asked to sign a statement to the effect that your assessment is your own work before submission to IWFM for marking. 4. When presenting your assessment please use font size 12. 5. Please ensure every page is correctly numbered FM3.03 CUSTOMER AND STAKEHOLDER RELATIONS IN FACILITIES MANAGEMENT Title: Customer and Stakeholder Relations in Facilities Management Level: 3 Credit value: 5 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 (See below) 1.2 identify the main interests of each of these groups in the facilities supply or service (See below) 1.3 determine the information that the different groups will require to monitor their interests (See below) 1.4 determine how delivery of the information will need to be scheduled so that they can take timely action if necessary (See below) (ACs 1.1 to 1.4 should be evidenced using examples from the learner’s own experience and/or case study. The interests/information requirements of each group might cover a variety of factors including cost/financial performance, legal/statutory compliance, specific performance against contract, service specification, customer service, risk management and business continuity) 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 (No further guidance) 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 (No further guidance) 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 (See below) 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 (See below) 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 (See below) 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 (See below) 4.2. identify practical actions to address the causes, where possible (See below) 4.3. identify additional forms of communication to publicise the actions, and/or to address the customers’ perceptions (See below) (ACs 4.1 to 4.3 should be evidenced using the same examples as ACs 3.1 to 3.3 above. Actions should include those that distinguish between issues that can be measured objectively (i.e. using data) and those that derive from customer perception (i.e. subjectively based) of facilities management performance)

UNIT ASSESSMENT FRONT SHEET AND PLAGIARISM STATEMENT

Important:

Learners must complete all of the boxes with the relevant details.

Assessment submissions may be rejected if any information is omitted.

Unit Reference (e.g. FM3.01)

Unit Title

IWFM Membership Number

Centre Name

Cohort Reference (e.g. 54321/4/01/06/2010)

Date assessment received from Centre

Deadline for completion of assessment

Date assessment submitted to Centre

Plagiarism statement:

I, (PRINT NAME) confirm that the attached

assessment is entirely my own work and, if I have incorporated any copied text, I have accurately referenced the work to the original source. I confirm I have read the IWFM Malpractice Policy.

Signature

Date

This statement should be the first page of your electronic submission.

A signed copy must also be handed to your centre

ASSESSMENT

FM3.03 CUSTOMER AND STAKEHOLDER RELATIONS IN FACILITIES MANAGEMENT

Credit Value: 5

Maximum word count for this unit: 5,000

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).

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

Other stakeholder

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.

Mechanism/method Description

Complaint Log

Staff suggestion scheme

Interviews

Focus group

Questionnaire

*

*

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?

NOTES TO LEARNERS

1. Remember to always reference each page of your assessment with the Cohort Reference Number and your IWFM Membership Number.

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

3. Any text which has been copied MUST be accurately referenced to the original source (e.g. Harvard Referencing). Any text which is copied and not referenced is deemed as plagiarism which may result in your work being voided (please refer to the IWFM Malpractice Policy & Procedure). You will be asked to sign a statement to the effect that your assessment is your own work before submission to IWFM for marking.

4. When presenting your assessment please use font size 12.

5. Please ensure every page is correctly numbered

FM3.03 CUSTOMER AND STAKEHOLDER RELATIONS IN FACILITIES MANAGEMENT

Title: Customer and Stakeholder Relations in Facilities Management

Level: 3

Credit value: 5

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

(See below)

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

(See below)

1.3 determine the information that the different groups will require to monitor their interests (See below)

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

(ACs 1.1 to 1.4 should be evidenced using examples from the learner’s own experience and/or case study. The interests/information requirements of each group might cover a variety of factors including cost/financial performance, legal/statutory compliance, specific performance against contract, service specification, customer service, risk management and business continuity)

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 (No further guidance)

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 (No further guidance)

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 (See below)

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 (See below)

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 (See below)

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 (See below)

4.2. identify practical actions to address the causes, where possible (See below)

4.3. identify additional forms of communication to publicise the actions, and/or to address the customers’ perceptions (See below)

(ACs 4.1 to 4.3 should be evidenced using the same examples as ACs 3.1 to 3.3 above. Actions should include those that distinguish between issues that can be measured objectively (i.e. using data) and those that derive from customer perception (i.e. subjectively based) of facilities management performance)