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FM3.03 Customer and stakeholder relations in facilities management
  • Post by:Admin
  • Mar 19, 2024

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:

  1. Financial or cost performance
  2. Statutory or legal performance
  3. Particular performance opponents to contract
  4. Service specification
  5. Risk management
  6. Customer service
  7. 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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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 you are having any difficulty in preparing your assignment then you can get help from our experts.

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