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Technical Comps > CC Questions > Flashcards

CC Questions Flashcards

1
Q

When should you decline an instruction of new work from a client?

A

1) If there is a Conflict of Interest
2) Not in clients interest - you can’t resource the job
3) Illegal

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2
Q

What is the information contained within a client’s brief?

A

Key deliverables, time frame, budget (dependent on scope), quality, client aspirations

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3
Q

What are the mimimum insurance requirements (legal and RICS)?

A

Adequate and appropriate professional indemnity arrangements

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4
Q

A client wants to appoint you on a project what do you do next?

A

Carry out relvent checks on the client. Understand their scope and prepare a fee proposal. Internal governance checks.

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5
Q

Explain how you have(would) identify the stakeholders on a project?

A

Through discussions with the client. Ientify on fee proposal.

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6
Q

What do you need to consider when preparing a fee bid?

A

Process to go through when preparing fee submissions:,
- Log opportunity on CRM system
- Submit Bid Appraisal forms to relevant director to obtain approval for bid

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7
Q

What makes up a fee proposal/Fee bid?

A
  • Scope of services
  • Staff involved
  • Fees (hours, fixed, %, dispursments, VAT)
  • Any 3rd party consultants
  • Insurance details
  • Terms & conditions
  • Any exclusions and assumptions
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8
Q

How would you limit the risk of working with a client who may be financially unstable?

A

Carry out credit check before appointment.

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9
Q

What is your company’s procedure for complaint handling?

A

RICS specifies 2 stages (1- Senior member of staff 2- Independent redress scheme) The person is invited to make a complaint in writting to our designated complaint handler who will acknowledge the complaint within 7 days, and investigate the complaint with all parties involved and advice the complainant of any action taken within 21 days. (28 days total)
If the complainant is not satisfied, the complaint is escalated to the Regional Managing Director who will take action and respond within 21 days. Should the complainant be still dissatisfied, the matter can be taken to mediation through the RICS Dispute Resolution Service. Finally the complaint can be dealt with in arbitration under the Surveyors Arbitration Scheme.

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10
Q

How do you define Client Care?

A

Looking after the Clients best interest and satisfying the clients needs.

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11
Q

Why is Client Care important?

A

Repeat business, Client trust, reputation, professionalism

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12
Q

How did you determine the brief for St Francis Hospice? How was this recorded?

A

Agreed in a meeting with the client. Clearly set out on the fee proposal.

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13
Q

Why did you arrange pre-survey meetings?

A

To ensure the Client’s requirements were clearly understood and highlight any risks for the site visit.

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14
Q

How did you onboard the Hospice as a new client besides company checks?

A

Carried out checks on their integrity (Integrity360 check), credit check, finance details for invoicing etc.

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15
Q

Main elements of Hospice fee proposal?

A

Executive Summary, Client needs & deliverables, Key issues, benefits for client, relevent experience, conditions of engagement, methodology, Oranogram, Fees, CV’s, Project Programme, Sub-Consultants and Quality Assurance Procedures

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16
Q

Why is it important to follow company governance process for fees?

A

To ensure the services can be delivered withinin company procedures, law and regulations.

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17
Q

How did you agree fee level?

A

Fees clearly broken down in fee proposal

18
Q

When preparing a fee proposal what would be your go to liability level and why ?

A

Capped at fee value

19
Q

What checks on company completed?

A

Integrity360, credit check

20
Q

Why did you advise relevant checks completed?

A

To ensure they were a Company that the Business would want to work with and would align with our values.

21
Q

Who were the stakeholders for Hospice ? How stakeholders identified?

A

The management, residents, staff, volunteers, residents families. Identified early on.

22
Q

Appointment doc? Key content? Risk management for Appointment?

A

Appointed under the standard terms and conditions with PO

23
Q

Procedure for monitoring deliverables vs fee proposal?

A

Regular review against fee prososal and programme dates.

24
Q

Client lead responsibilities?

A

Reporting on progress, issues, commericals including budget, performance feedback

25
Q

Advice to Client on performance?

A

Against KPI’s (Key performance indicators) agreed from the outset.

26
Q

How delivered progress updates to client? How broached slow progress?

A

Regular client meetings and tracking of progress on an online reporting software bespoke developed for the client.

27
Q

How advised Client on changes to SoW?

A

Variation tracker

28
Q

How agreed KPIs? How reported? What KPIs agreed? Importance of KPIs?

A

When formulating fee (Time, cost and quality)

29
Q

Advice to client on risk management?

A

Risk register updated regularly

30
Q

Feasibility vs Viability difference?

A

Feasibility studies are preliminary investigations undertaken in the very early stage of a project to assess options for a project. Viability assess’s whether a project is worth undertaking.

31
Q

Why a feasibility?

A

To ensure the clients requirements can be met with the proposed project.

32
Q

How identified client reqs?

A

Set out in meetings and client brief. This fed in to the feasability study.

33
Q

How instructed, managed and engaged MEP engineers?

A

Agreed their fees and terms, ensured a contract / appointment was in place. Regular meetings were held to ensure their deliverables were on programme.

34
Q

As a chartered surveyor, how should you behave towards clients? What would represent ‘good behaviour’?

A

In a proffesional manner. Think - Proffesionalism, competence, punctual, trust, reliable, presentable and regular communication.

35
Q

What standard forms of contract are available to appoint a chartered surveyor?

A

Proffesional services contracts - NEC3, NEC4
RICS Standard Form of Consultant’s Appointment

36
Q

What different mechanisms support the communication process on a project?

A

Clearly defined communication lines at project start. Meetings, meeting minutes, teams channels, emails etc.

37
Q

Give examples of KPIs that have been collected and used in your company to support client care?

A
  • Project progress relative to milestones.
  • Number of incidents/accidents.
  • Cost vs. budget
38
Q

Provide an example of where you advised the client of something and how this demonstrated good client care?

A
  • Advised them of which tendering contractor to appoint
  • Works which should be instructed urgently
  • Fire safety defect advice
  • Gone above and beyond to provide added value.
39
Q

Advise me on what made one of your projects with Lewes and Eastbourne a successful project?

A

Clear communication lines and reporting meant the project could be delivered on time and budget.

40
Q

Can you give me an example of where the clients objectives may not have aligned with your company governance requirements or commercial requirements and how would/ did you deal with this?

A

Ensure they are notified and it is discussed. Where relevent speak with more senior members of the commercials team.

41
Q

What are the insurance’s required to be held by a practising firm?

A

Proffesional Indemnity (PII) - Turnover £100,000 or less, minimum level of indemnity required £250,000. Turnover £100,001 to £200,000, minimum level of indemnity required £500,000. Turnover £200,001 and above, minimum level of indemnity required £1,000,000.
Employers Liability

42
Q

What would you require as a sole provider?

A

Locum agreement - Another professional who is appointed to ‘stand in’ for the surveyor if they are unable to work, e.g. in the event of an accident/illness, unforeseen circumstances, prolonged absence (e.g. holiday or a sabbatical) or death

Technical Comps (9 decks)

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