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Contents
Introduction to Facilities Management
Contents Page
Part 1
Chapter 1.................What is Facilities Management?
Chapter 2................Facilities Management Support Services
Chapter 3................Maintenance Strategies
Chapter 4................Service Delivery Models
Chapter 5.................Management functions within FM
Part 2
Chapter 1..................Clients, Customers, Stakeholders and Users
Chapter 2..................The Interests of Different Stakeholder Groups
Chapter 3..................Assessing Customer Needs and Customer Satisfaction
Chapter 4..................Management Data for Monitoring Customer Satisfaction
Chapter 5..................The Causes of Customer Dissatisfaction
Chapter 6..................Resolving Customer Satisfaction Issues
Chapter 7..................Customer Perception and Communication
Part 3
Chapter 1.................... What are specifications of Service?
Chapter 2....................Identifying Requirements and Drafting Specifications
Chapter 3...................Quotations, Tendering and Framework Agreements
Chapter 4...................Ensuring Integrity in the Procurement Process
Chapter 5...................Contracts and Contractual Arrangements
Chapter 6.................Different Types of Contract
Chapter 7.....................Managing Contracts
Chapter 8....................Managing Poor Goods and Service Delivery
