Module 4: The Role of the Customers in FM Organizations
Topic 3: Defining Quality FM Services & Structring Service Delivery Accordingly
Building a soild FM organization structure designed to deliver services that meet customer requirements, perceptions and expectations necessitates an institutional commitment to the concept of customer-defined quality. Without a commitment to this concept, an FM organization will spend an inordinate amount of time developing its own ideas about quality that may not necessarily be the same as those of the services, the customers' definition of quality is the only definition that should prevail in the minds of the FM staff.