1. What are the determinants of FM service quality?

• It starts with you – personal accountability, self-evaluation and reality check, a passionate desire to
learn, improve
• Focus: The focus is the customer
• Improvement follows the discovery and application of laws, principles, and best-known practices that
govern the outcome of a specific endeavor.
• The universal Law of Cause and Effect determines all process improvement outcomes; only by
improving the inputs to a process can you influence the output or results. • Improvement is the result of
painstaking preparation, documented goals and procedures, measured performance, and persistent
learning
• Standardizing tasks gives rise to improved processes
• To improve the performance of any activity, increase the frequency of feedback to those engaged in the
activity; the more frequent the feedback, the better the results.
• "When performance is measured, performance improves. When performance is measured and reported,
the rate of improvement accelerates" (Thomas Monson).
• Improvement is most likely to happen in an environment that promotes customer focus, clear goals,
accountability, scorekeeping, frequent feedback, recognition of personal achievements, and celebration of
victories.

2. List 5 examples of FM quality measurements

• Reduction in frequency of re-work
• Reduction in customer’s complaint
• Increased commendations
• Improvement in process efficiency
• Number of initiatives introduced

3. Give 3 examples each of external and internal factors influencing quality

External Factors:
• Weather and Climate
• Natural disasters (floods, monsoons, earthquakes)
• Political, economic, and social stability
Internal Factors:
• Building Age and Condition
• Age, gender, and pay scales of employees
• Presence of unions

4. Mention 6 quality improvement measurement tools

• Cost per square foot
• Cost per labor hour
• Supply costs per square foot
• Percentage of FM departmental budget to overall organization budget
• Costs per acre
• Number of employees per square foot

5. What is service specification?

The service specifications are written guidelines that clarify all the requirements and objectives
of each specific stage of the service experience.

6. Highlight 4 benefits of quality improvement on workforce

 More engaged employees. ...

 Lower employee turnover. ...
 More competitive products & services. ...
 Better customer service.

7. How does benchmarking affect FM service quality?

Benchmarking allows managers to assess and evaluate different metrics in their field. In regards
to facility management, it's a process that compares and analyzes data based on the building's
performance.

8. How is root cause analysis used for quality improvement?

Root cause analysis (RCA) is the process of discovering the root causes of problems in order to
identify appropriate solutions. RCA assumes that it is much more effective to systematically
prevent and solve underlying issues. Therefore, as regards Quality management; what a root
cause analysis should do is to figure out what negative events are occurring. Then, look at the
complex systems around those problems, and identify key points of failure. Finally, determine
solutions to address those key points, or root causes.
9. What is KPI?

Key performance indicators (KPIs) refer to a set of quantifiable measurements used to gauge a
company's overall long-term performance. KPIs specifically help determine a company's
strategic, financial, and operational achievements or in this case, the relevance of any job to the
organization

10. Why are standardized tasks the foundation of continuous improvement

Standardized tasks are the foundation for continuous improvement and employee empowerment.
It is impossible to enhance any process until it is standardized. Quality is likewise guaranteed
through standard procedures to ensure consistency in the process and product.