Analysis of Client Requirements & Client Care Flashcards
How do you take a client’s brief?
Identify the client’s visions and outputs early on, from the outset of the project. Ensure the rationale for investment is documented and forms part of a written document that can be passed on to the Project Team. The brief must be regularly reviewed and updated as the project changes however, the vision is likely to remain. All key stakeholders should have a say
How did you advise the client in terms of contingency and budget in your project?
I use previous projects as a basis but also review the complexity of the project to establish how much contingency should be in place. Usually, a percentage is allowed for dependent on the size and complexity of the project and how much design work has been undertaken beforehand.
What is the benefit of a risk register to a client?
It allows the client to prepare for risk on a project and foresee likely costs that may not have been factored in. For instance, when undertaken groundworks or drainage works, there is always a risk of the unknown. The risk register uses a RAG status that can be updated through the lifecycle of a project and any risks not eliminated can be included in the H&S file if relevant for future projects.
What would you be advising a client regarding a risk register?
I would advise that they use this as an ongoing document for future projects.
What things might a risk register include?
Design risks, for instance, should asbestos be discovered in an unknown area, this can add time to the project as well as significant costs. The ground conditions may be unknown early on in a project, so a pile foundation is going to cost significantly more money than a shallow trench. A H&S Risk register will pick up the hazards and will state how likely these are to occur on the project.
How do you ensure you understand the client requirements?
This is from the outset of the project. Meetings at the start to understand their key drivers. What do they want to achieve on the project in terms of time cost and quality. Who are the end users? How will the space be used?
What forms part of the appointment letter?
Terms of business, RICS form of appointment. Services being provided, programme, interpretation of brief, assumptions and exclusions, payment, dispute resolution and fee.
What is your perception of the term ‘Client Care’?
Client care is building relationships with a client. Ensuring that you provide a full service within your scope of competence. It is also the process of identifying all client types and the behaviours appropriate to establishing good relationships, along with the systems of procedures for managing the client care process, all within the public interest.
How did you identify stakeholders?
- Request meeting with the client to understand their reporting procedures.
- Identify the person responsible for client sign offs
- It is also important to understand how they are funded as there may be other reporting procedures.
It is also important to understand whether they use a legal team. This should all form part of the Client Brief.
What is a stakeholder?
A stakeholder is someone who has a vested interest in project, property or business.
How do you keep your client up to date?
As part of my role, I regularly report on costs, programme and the works to provide the client with an update.
A) For costs I use a reconciliation sheet.
B) For programme, I use the construction programme and provide a regular update following my routine site visits and frequency of reporting is identified in the pre-start minutes.
C) For works progress, I use our standard form for site visits which can be produced on site and details any site concerns, instructions and general progress with photographs attached.
What is effective communication? This is also part of the Teamworking competency.
I think effective communication is clear and sent to all using medias that are compatible with all. Communication needs to be regular to be effective particularly in construction when there are changes to be made.
How did you identify Client Objectives?
I always identify my client’s objectives at the start of the project and record them using minutes. This is the ethos that everyone who is appointed on the project will be working to
What is your type of contract between your firm and a M&E consultant for example? consultancy agreement.
Ideally, we like to ensure the Client appoints the consultant direct, but in the event that Synergy have to appoint them, we ensure that our liabilities align. I.e. the amount of professional indemnity and we do this through the back to back agreement. It is to ensure we are not left exposed in the event of the consultant providing negligent advice.
How do you prepare budget costs for a client on a project?
BCIS/experience
How do you prepare a programme on a project?
I use Microsoft Projects and I use the programme as a communication tool for all parties. The complexity of the project itself depends on the detail required in the project. On a project where there is a lot of design required, I refer to the RIBA Stages. I set milestones when there is a client sign off and I link tasks to establish the critical path to make all parties aware of the key dates. I build in float to ensure there are some contingencies to account for holidays and unforeseen issues.
How do you specify M&E Works on a project?
I would NOT specify M&E works. I would use a consultant services to design the M&E. The consultant may also just provide a performance specification to allow the contractor to develop the design using a contract with contractors design elements.
How do you appoint a M&E Consultant on a contract?
Ideally the M&E Consultant is appointed by the client direct under the consultants Terms of Business. Alternatively, a back to back agreement would be used if Synergy were to appoint the consultant direct ensuring that their liabilities are the same.
