FM3.03 Customer and stakeholder relations in facilities management
The main aim of the unit FM3.03 Customer and Stakeholder
Relations in Facilities Management is to provide a comprehensive module which
is prepared for providing equipment to the professionals about facility
management with the skills and knowledge that are mandatory to provide an
effective relationship of management with stakeholders and customers within the
versatile settings of the facility. This unit also understands the difficult
role between the satisfaction of customers and the engagement of stakeholders
in the endeavour of facility management success. The unit FM3.03 also provides
recognition of the diverse requirements and customers` expectations who are
utilising the services of the facility. It also focuses on the adopting
significance of a customer-centric approach where professionals have and aim to
design the surface that exceeds or meets the Expectations of customers.
By providing satisfaction priority to the customer, the
professionals of facility management can improve the complete user experience
of the facilities. In addition, they also provide loyalty and optimistic word
of mouth. Moreover, the unit FM3.03 Customer and Stakeholder Relations in Facilities
Management also identifies the importance of the relationship between the
stakeholders beyond customers including regulatory bodies, vendors and tenants
with an interest in the operations of the facilities body. Effective engagement
of stakeholders includes trust building, open communication lines maintenance,
and providing collaborative partnership. Through the management of stakeholders
which is proactive the facilities manager may mitigate conflict. Leverage estate
holders and address concerns for support through which they can achieve shared
goals.
Communication is considered a significant connection between
stakeholders and customers this unit has a great focus on the significance of
timely, clear, and concise practices of communication. The professionals of
Facilities Management acquired the way through which effective information can
be conveyed. In addition, the solicited feedback and issues are addressed to
certify accountability and transparency in the customer`s and stakeholders`
interaction. Moreover, this unit also delves into the Strategies for the
service delivery process optimisation to align with stakeholders` and
customers` expectations. By recognising the preferences and requirements of
stakeholders, facilities managers can design services, allocate resources
usefully and implement ongoing initiatives for improvement to boost up overall
efficiency of operation and quality of service.
Unit objectives
The mean objectives of the unit FM3.03 Customer and Stakeholder
Relations in Facilities Management are:
To equip the professionals with facility management skills to
recognise and meet the requirements of customers effectively so that they can
enhance the overall level of satisfaction among users and clients of
facilities.
To Prosper the maintaining and building strategies of
optimistic relationships with the stakeholders including vendors, tenants, and
regulatory bodies to certify the mutual corporation and understanding in the
endeavour of facility management.
The main Emphasis of the unit FM3.03 is on the communication
techniques morning that are significant for conveying information, and concern
addressing and resolving the firm conflict efficiently by providing a
collaborative and transparent environment.
With focusing on the significance of the recognition of the expectations
of state holders and their preferences this unit also has a goal to utilise
that delivery process service, increase efficiency lead and cost-effectiveness
with complete excellence of operation.
Learning outcomes
The learning outcomes of the unit FM3.03 Customer and Stakeholder
Relations in Facilities Management are demonstrated here:
LO1: Recognise the requirements of other stakeholders and
customers influenced by the facility`s services of supply.
LO2: Recognise the way through which needed information can be
supplied through utilising multiple communication channels.
LO3: Recognise the way through which the satisfaction of
customers can be monitored through utilising multiple communication channels.
LO4:
Potential to recommend action for solving the issues influencing the
satisfaction of customers.
Assessment criteria
The assessment criteria of every unit FM3.03 Customer and
stakeholder relations in facilities management falls on the learning outcomes
which are designed to present better learning for the students such as:
LO1: Recognise the requirements of other stakeholders and
customers influenced by the facility`s services of supply.
1.1 Difference between:
Responsibility of clients for commissioning service or supply
of facilities.
Users of the service or supply.
Other stakeholders who will be influenced by the procedure of
delivery service or supply.
1.2 Analyse the significant interest of every group in the facilities`
service or supply.
1.3 Find out the information that differentiates groups will need to monitor
their interest.
1.4 Identify the way through which the information delivery will require to
schedule after that they can take necessary time action.
All of these assessment criteria should be absent evidenced
with the help of examples by getting the own experience of the learners over
their case studies. The information or the interest needed for every group
should be covered with versatile factors such as:
Financial or cost performance
Statutory or legal performance
Particular performance opponents to contract
Service specification
Risk management
Customer service
Business continuity
LO2: Recognise the way through which needed information can be
supplied through utilising multiple communication channels.
2.1 Elaborate the way through which the communication
channels can be utilised and offer accessibility to the information and
advantages and disadvantages of such mechanisms as web pages, help desk, and
meetings.
2.2 Elaborate the
way to utilise the channels of communication that deliver the information to
consumers and its mechanism advantages and disadvantages such as guiding notes,
briefings, telephone, email, formal reports and newsletters.
2.3 Analyse the
appropriate channels of communication for the information needed by the service
users, clients and stakeholders.
Utilise the examples from the experience of the learners and
case studies for the application of the provided evidence for the assessment
criteria above.
LO3: Recognise the way through which the satisfaction of
customers can be monitored through utilising multiple communication channels.
3.1 Analyse and identify the relevant data of Management
to offer information regarding the satisfaction of customers and potential
difficulties such as indicators of key performance, usage rates, and Standards
of performance.
3.2 Elaborate on the way to utilise the mechanism which
provides the potential to the customers for volunteering feedback and this
mechanism`s advantages and disadvantages that include staff and logs complaint
schemes of suggestion.
3.3 Read the way through which the method can be utilised
for asking the customers directly about feedback, and check out the advantages
and disadvantages of these methods including Focus Groups, interviews and
questionnaires.
The assessment criteria demonstrated above should be evidenced
by utilising examples based on the case study and experience of learners.
LO4:
Potential to recommend action for solving the issues influencing the
satisfaction of customers.
4.1 Analyse the problems causes influencing the satisfaction of customers.
4.2 Analyse the practical actions for addressing the reasons where possible.
4.3 Identify the extra communication forms for publicising the actions, and
to acknowledge the perceptions of customers.
The assessment criteria from 4.1 to 4.3 need to be evidenced
with the help of examples similar to assessment criteria 3.1 to 3.3. Some of
the required actions include the difference between these issues that can be
gauged objectively by utilising data and the things which can be driven by the
perception of customers such as subjectivity of the performance of facility
management.
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The unit FM3.03 Customer and Stakeholder Relations in Facilities
Management contains multiple complex questions in the assessment criteria which
can be fulfilled with examples from real-life experience of learners and case study.
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All in all, the unit FM3.03 Customer and Stakeholder Relations
in Facilities Management also provides a detailed recognition of the significance
of the relationship between customers and stakeholders in Facilities
Management. To understand all the phenomena behind this relationship and cater
to all the learning outcomes with assessment criteria is not a piece of cake. If
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