CH 13 - Move-In and Occupancy

Question 1

1. The most effective and realistic response to the emotional reactions of a customer upset by a move or change is to demonstrate to the customer that his or her problem has been:
   a. referred to senior management.
   b. officially documented.
   c. heard and acknowledged.
   d. included in a list of complaints to the project owner.

Answer 1

c. heard and acknowledged.

Question 2

2. Which is the best action for a facilities project leader to take to ensure customer satisfaction after the move process is completed?
   a. involve the customer group only in the move-in phase of the project
   b. involve the customer group in the move by explaining their responsibilities and ensuring they understand the plan
   c. involve the customer group throughout the project and allow them to plan the actual move
   d. inform the customer group of the timing of the move and their responsibilities during it; otherwise, leave them alone

Answer 2

b. involve the customer group in the move by explaining their responsibilities and ensuring they understand the plan

Question 3

3. Activating the mechanical and electrical systems and testing the automated building controls is called:
   a. activation procedure.
   b. punch list pulling.
   c. building commissioning.
   d. substantial completion.

Answer 3

c. building commissioning.

Question 4

4. Howard understands that energy management systems can only be activated:
   a. before other systems are in place.
   b. just before the building envelope is complete.
   c. if needed.
   d. when all other systems are in place.

Answer 4

d. when all other systems are in place.

Question 5

5. The corporate relocation project, as big as it is, will necessarily involve more phasing.
   Which of the following would not be considered a critical strategic consideration for each move phase?
   a. how long each task will take
   b. the time the entire phase will take
   c. which tasks are most likely to experience delays
   d. when the old space will be vacated so work can begin for the next phase

Answer 5

a. how long each task will take

Question 6

6. Carl, an experienced facility manager, has a current workload that precludes managing a move. A practical approach Carl can take is to:
   a. hire a relocation specialist.
   b. manage the move regardless of the workload.
   c. hire a new facility manager to manage the move
   D. hire a real estate agent

Answer 6

a. hire a relocation specialist.

Question 7

7. When dealing with several departments in a large office move, the project manager should provide department updates and/or attend department meetings, and delegate further communication responsibility within a department to:
   a. the moving team.
   b. any department member.
   c. the lead secretary.
   d. the department representative.

Answer 7

d. the department representative.

Question 8

8. All of the following are common, appropriate, and efficient ways to communicate move
   information to a customer group except:
   a. issuing a newsletter.
   b. establishing a hotline.
   c. phoning department representatives daily.
   d. conducting briefings.

Answer 8

d. conducting briefings.

Question 9

9. The facility manager is visiting all of the customers and their departments to ensure that each has proper packing instructions. These instructions would likely include all of the following except:
   a. a demonstration of the assembly of cartons.
   b. how to properly pack a carton.
   c. labeling instructions.
   d. reasons for the move.

Answer 9

d. reasons for the move.

Question 10

10. If senior management is also being moved during an office relocation, the information they receive should:
    a. be concerned only with their responsibilities during the actual move.
    b. contain as many details as possible.
    c. be minimal and encourage them to seek updates from their departments.
    d. be the same as other relocating departments plus the general move plan.

Answer 10

d. be the same as other relocating departments plus the general move plan.

Question 11

11. What are the primary contributors to the churn rate of a company?
    a. corporate reorganizations and new project assignments
    b. corporate cuts and individual expansion initiatives
    c. space availability and company morale
    d. corporate cuts and company morale

Answer 11

a. corporate reorganizations and new project assignments

Question 12

12. Which of the following is the costliest moving expense?
    a. equipment shutdown
    b. hiring a moving company
    c. user downtime
    d. moving permits

Answer 12

c. user downtime

Question 13

13. In terms of helping a business adjust after moving, a user manual refers to:
    a. an e-mailed memo explaining the new space.
    b. a company wide training day.
    c. a written document with a general overview.
    d. a written document with a detailed technical explanation.

Answer 13

d. a written document with a detailed technical explanation.