| Description |
xviii, 222 pages : illustrations ; 26 cm |
| Contents |
Introduction: The Authors' Perspective on Quality FM: Why Did We Do It? -- Ch. 1. Quality and Customer Service are Synonymous with FM -- Ch. 2. Total Quality Management (TQM) Principles and Quality FM -- Ch. 3. Measuring Quality and Customer Satisfaction with Facility Services -- Ch. 4. The Importance of Marketing Facility Services -- Ch. 5. The Concept of Continuous Improvement -- Ch. 6. The Quality Management Way: Best Practices |
| Summary |
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. 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 |
| Analysis |
Consumer satisfaction |
|
Facility management |
|
Total quality management |
| Bibliography |
Includes bibliographical references (pages [211]-216) and index |
| Subject |
Consumer satisfaction.
|
|
Facility management.
|
|
Total quality management.
|
| Author |
Cotts, David G.
|
| LC no. |
94021164 |
| ISBN |
0471023221 (cloth : acid-free paper) |
|
