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 old-fashioned 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 and―by incorporating selected modern techniques―devise a program to meet your specific situation. With the help of real-world examples, checklists, and other how-to aids, Quality Facility Management reveals: <ul>
<li>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</li> <li>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 full-blown TQM program</li> <li>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</li> <li>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</li> <li>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 vendors</li> </ul>
The 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, Hewlett-Packard, and Lockheed. Here, you'll find ample evidence of quality tools and strategies at work―from 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 in-house 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, old-fashioned quality p

Quality Facility Management: A Marketing and Customer Service Approach

Business & Money

Cotts, David G.

Friday, Stormy

Management & Leadership

wiley

When a company's facilities are intelligently, cohesively managed -- rather than just haphazardly operated -- the results go straight to the bottom line. And given the high costs associated with facilities, the savings that good management brings are significant. 
Now completely revised and updated, this bestseller covers the entire facility management arena, including: 
** strategic facility business planning ** leadership ** managing the design process ** managing facility finances ** leasing ** operations, maintenance, and repair ** benchmarking, cost savings/avoidances, and more.

The Facility Management Handbook: 2nd Edition

Real Estate

Amacom Books

Leaky faucets and cracked pavement aren't the only demands on a facility manager's time and energy. These days, they also need top-notch financial skills--to sell their department to senior management, to win funds for crucial projects, to become fully integrated into the organization. 
Sadly, most facility managers lack even fundamental financial skills. The Facility Manager's Guide to Finance and Budgeting is the first primer designed to teach them the ropes quickly, concisely, and with minimum pain. The book explains how to: 
* Understand the essential concepts of facility work programs and programmatic planning and budgeting * Develop and manage an annual expense budget, then evaluate the results * Make financially sound "go/no go" decisions on projects requiring capital funding * Pinpoint significant cost-savings and cost-containment areas * Use unit-cost indicators to benchmark facility management initiatives * Create an information system and database that ties directly into the budget.

The Facility Manager's Guide to Finance and Budgeting

Rondeau, Edmond P.

Finance

Nothing ever published in the facility management field comes close to the unconditional acceptance of "The Facility Management Handbook". Extensively updated for the realities of today's workplace, the book gives readers the tools and guidance they need to wipe out inefficiency, and create a productive facility that integrates people, place, and process. In addition, the book includes 30 per cent new material, including indispensable information on sustainability and post 9/11 security concerns. Comprehensive and up to date, this is still the ultimate resource for facility managers.

The Facility Management Handbook

Roper, Kathy O.

Payant, Richard P.

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