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KR RICS APC - Project Management pathway revision flashcards > Client Care > Flashcards

Client Care Flashcards

1
Q

What should be included in your organisation’s complaints handling procedure?

A

Any CHP should include the following as a minimum:
* Information about who the appointed person within the firm is who deals with complaints.
* A request that complaints are made in writing.
* The stages of the CHP.
* The timescale for considering the complaint within the firm.

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2
Q

What insurance requirements are you aware of (both legal and RICS)?

A

PII
public liability
employers liability
third party liability
building contents and interruption insurance.

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3
Q

What KPIs might you agree with a client to monitor performance?

A

Output measures, times scales, costs

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4
Q

What is Arcadis’ CHP?

A
  • Complaint submitted to Office Director of the office complainant has been working with.
  • Upon receipt of written complaint, Office Director will contact in writing within 7 days to confirm internal investigation initiated by Arcadis Partner
  • Within 21 days, Office Director writes to inform outcome of internal investigation and inform of actions proposed or taken
  • If dissatisfied with aspect of complain handling or outcome of investigation an refer to independent third party such as Surveyors Arbitration Scheme Operated by Chartered Institute of Arbitrators if falls within their scope.
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5
Q

Can Employer or Public Liability be capped?

A

No

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6
Q

What are the typical contents of a fee proposal?

A
  • Details of the consultant
  • Description of the project
  • Schedule of services provided
  • Details of personnel and their roles
  • Form of agreement incl. T&Cs
  • Level of PII
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7
Q

What are the types of client brief?

A
  • Statement of need
  • Strategic brief
  • Project brief
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8
Q

How does a CHP work with a Sole Practitioner?

A

Must nominate a surveyor from another firm to act as a companies Complaints Handling Officer

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9
Q

What does PII Stand for?

A

Professional Indemnity Insurance

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10
Q

What is the purpose of Professional Indemnity Insurance?

A

To provide financial cover in the event a client suffers financial loss as a result of a breach of professional duty e.g. neglect, error or omission.

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11
Q

What benefits does PI Insurance provide for the professional?

A
  • The professional is protected from financial loss
  • Does not have to meet the claim from their own assets and resources
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12
Q

What benefits does PI Insurance provide for the Client?

A

They can recover their financial loss.

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13
Q

How many years does run off cover last for?

A

Depends on the type of contracts the professional has been involved with
* Usually 6 years if contract executed under hand
* 12 years if executed as a deed

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14
Q

What is Client Care?

A

Providing proper standard of service to clients.

The concept of identifying all clients / colleagues / third parties who are my clients and the behaviours appropriate to establish good client relationships.

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15
Q

What practices should be followed when handling client’s money?

A
  • Separate designated bank accounts
  • Advise the client and they must agree to the account handling terms in writing
  • Monies must be available to clients on demand
  • Interest is to be paid to clients unless otherwise agreed
  • Signatories must be agreed, only authorised staff allowed and at least two required
  • A bank reconciliation must be undertaken at regular intervals
  • All firms will be audited by RICS’ appointed accountants
  • These firms are required to pay RICS an annual fee as monitoring costs
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16
Q

What are the typical contents of a fee proposal?

A
  • Details of the consultant
  • Description of the project
  • Schedule of services provided
  • Details of personnel and their roles
  • Form of agreement incl. T&Cs
  • Level of PII
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17
Q

How many years does run off cover last for?

A

Depends on the type of contracts the professional has been involved with
* Usually 6 years if contract executed under hand
* 12 years if executed as a deed

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18
Q

Why is it important to you to set objectives?

A

To give clarity and focus to the business.

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19
Q

What is the RICS’ CHP?

A
  • Stage 1 –
    Tell us about the issues you have experienced via the complaints form on the RICS website.
    We will acknowledge a complaint within five working days and provide a full response to you within fifteen working days.
  • When you get in touch with us, we will aim to resolve your complaint at the first point of contact. Your assigned contact will keep you regularly updated on the progress of your complaint until the matter is resolved. All complaints received by other routes (e.g. a letter to the President) will be re-routed to this complaints handling database, so that we can ensure the complaint is captured and tracked to resolution.
  • Stage 2 –
    Escalation If you are not satisfied with our response to your complaint, you can ask to speak with one of our managers quoting your unique case reference number. Our manager will review the case notes and you will be contacted within 48 hours of your complaint being escalated.
  • Stage 3 –
    Review for appeal If you are not satisfied - you may be able to make an appeal for certain complaint matters and should seek advice from your complaint contact.
    You will need to submit a written declaration that you wish to do so within 28 days of the date of the outcome.
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20
Q

What is Client Care?

A

The concept of identifying all clients / colleagues / third parties who are my clients and the behaviours appropriate to establish good client relationships.

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21
Q

Why is client care important?

A

To maintain good business relationships and to build a rapport with the client, as well as maintaining yours and the businesses reputation to keep opportunities open in the future

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22
Q

How do you manage the clients expectations?

A

Kick off meeting, regular comms, open and honest conversations, regular reporting

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23
Q

What mechanisms are there available for managing client care?

A

CX surveys
electronic document management
KPIS
well managed and recorded information
LFE workshops

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24
Q

What is a peer review and how is it conducted?

A

A person within the business / third party separate to the project or commission comes in and undertakes an assurance process to ensure completeness, could be of a single document, or across the commission

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25
Q

What makes a good client?

A

Open, honest, communicates well, trusts the team, provides timely responses, has realistic expectations, provides a clear brief

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26
Q

Tell me about how you establish the fees provided to a client?

A

Through use of Framework rates, time charge, fixed fee.

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27
Q

Mechanisms in an appointment document for managing a contract?

A

Payment mechanisms
termination or suspension of the project
dispute resolution
mechanisms for change to the contract

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28
Q

Is PII mandatory?

A

No, but to be a RICS accredited organisation you are required to have it.

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29
Q

How have you established project stakeholders and their status within a project

A

Documents provided by the client, discussion with PM and SRO, all to be collated into a stakeholder map and or list detailing their involvement, interest and influence in decision making

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30
Q

How would you communicate important information with the client?

A

Letter, email, verbally in a call or meeting , formal report

31
Q

Is the Arcadis complaints handling procedure in line with the RICS requirements?

A

Yes

32
Q

What are KPI’s and what can they be used to monitor?

A

Key performance indicators - a quantifiable measure used to evaluate the success of an organisation in meeting objectives for performance. This could be used to monitor Sustainability targets, site waste, time, cost

33
Q

What methods of gathering data can be used at project inception?

A
  • Discussion with PM SRO and site contacts,
  • RFI’s
  • Docs from client
  • Surveys (existing and to be undertaken)
  • Site walkover
  • Site photos
  • Benchmarking against other projects
  • If an existing building then the O&M manual or building manual.
34
Q

Duty of care

A

A moral or legal obligation to the client, working in the best interest of the client

35
Q

What are the principles or concept of client care

A
  • Understanding the client’s objectives
  • Establishing your scope and the fee for doing so
  • Delivering your work to a high standard
  • Use of appropriate behaviour
  • Using and establishing clear lines of communication
36
Q

Tell me about the different stakeholders you have come across in your role.

A

Immediate stakeholders such as the client, project sponsor, and end users, and wider stakeholders including FM teams, MOD infrastructure teams, commercial, brigadiers / generals who control the finances

37
Q

What is contained in the client brief?

A

Typically provided at RIBA 1, includes objectives, requirements, statement of need, timescales, and any other relevant information which allows you to develop the project

38
Q

Tell me about the approach you have taken when dealing with a nontechnical lay client.

A

On the CAMUS and AEMP project we communicated closely with the client providing design updates in a workshop with the design team to explain at high level the progress made to date, but also allowing the client to ask questions directly to the design team to ensure they understood and were being fed the correct information.

39
Q

How have you dealt with an unrealistic client deadline?

A

Communicated with the client to understand why this was their deadline, review with the team the implications and practicality of meeting that deadline, and explain to the client the compromises that would have to be made to meet said date, or why it was unrealistic.

40
Q

How have you established a clients objectives?

A

Within Defence the provision of the URD and TSOR specifies the outline project objectives, however on the LOC project we held a back brief session to ensure we understood the brief as well as a kick off meeting to communicate our understanding giving the client and stakeholder opportunity to comment and feedback and provide their view on objectives. Additionally through site visits and conversations with those on site ./ end users.

41
Q

How have you confirmed a clients brief?

A

Through the back brief process where the TSP review the brief provided, and relay back to the client our understanding.

42
Q

How have you established a scope of services?

A

On the AEMP project, as part of the pre-engagement process we undertook a site visit to walk the site and discuss priorities with the client and end users. Once in contract we undertook the same process whilst elements were in action with the technical team in attendance to advise on quick wins and high level cost and risk to inform what was included within the scope.

On the same project during RIBA 2 funding was available to be spent, and the client asked for recommendations on how to spend the funds. With project objectives on mind, I identified through support of a fire specialist the need for a site wide fire strategy.

43
Q

How have you calculated fees for professional services?

A

For the RIBA 4 AEMP fees we used the framework rates and not to exceed calculator based on the project value to provide fees.

44
Q

How have you issued reports to a client?

A

Through email and through secure document sharing systems Project Wise and Egress

45
Q

How does Arcadis collect data on client service?

A

CX

46
Q

How have you set up communication systems with a client and stakeholders?

A

In the kick off meeting we discuss the processes developed through benchmarking successful and appropriate methods from other projects. This sets out the communication lines, and methods which is also recorded within the PEP.

47
Q

What is the Arcadis complaints handling procedure?

A
  1. If you would like to make a complaint, please do not hesitate to contact the Office Director of the office with whom you have been working.
  2. Upon receipt of a written complaint, the Office Director will contact you in writing within seven days to confirm that an internal investigation has been initiated which will be carried out by a partner of Arcadis.
  3. Within a further twenty-one days, the Office Director will write to you to inform you of the outcome of the internal investigation into your complaint and to let you know what actions we have taken or propose to take.
  4. If you are dissatisfied with any aspect of our handling of your complaint or the outcome of our internal investigation, you can refer your complaint to an independent third party decision, such as the Surveyors Arbitration Scheme (“SAS”) if it falls within the scope of the Scheme. This scheme is operated by the Chartered Institute of Arbitrators,
48
Q

Give me an example of a time when you feel you have given excellent client care

A

On bands I took time as part of pre engagement to ensure the client was giving consideration to their position and the reputation when deciding how to proceed with the project.

When this did commence and as part of the surveys required I offered up as an addition to support my client in stakeholder workshops which were not my relationship to manage but I knew I could contribute with detail of the project to support the exercise

49
Q

How have you dealt with a complaint?

A

Following receipt of a verbal complaint about a member of out TSP team from the client and TSP team I discussed with the client what they were dissatisfied with to understand how best to deal with the issue. After understanding it was a performance issue and that the client didn’t believe their requests were being listened to, understood and actioned in a timely manner, I raised this with my project director to discuss the best course of action in remedying the individuals behaviours.

50
Q

Definition of a Complaint

A

An expression of dissatisfaction about something being unsatisfactory or unsuitable

51
Q

What information is included within an appointment document?

A
  • Scope of services
  • Payment terms
  • Insurances
  • Method of Dispute resolution
  • Terms for suspending / amending the contract
  • Mechanisms for managing change
52
Q

Benefits to having PII?

A
  • The professional is protected from financial loss
  • Does not have to meet the claim from their own assets and resources
  • Client takes confidence in the fact the company has the cover relevant to pay out in the instance of a claim
  • Allows the company to go about providing their services with confidence knowing they are covered financially in the event of a claim
53
Q

Client care plan objectives

A
  • Enable us to create a consistent, identifiable and differentiating CX for all our clients, where-ever they are
  • To capture the clients’ expectations specific to a project and to set our own expectations as to what our people need to be successful
  • To proactively plan our risk mitigation and out-performance activities
  • To pass on valuable information regarding the client and how we want to work as a team to all Arcadis team members
  • Complete the link between sales commitments and delivery
54
Q

Client care plan deliverables

A

Defining the CX Vision – translating our Arcadis CX vision to each account or project
Achieving Success Together – a joint charter describing what success looks life for our client and our people
Stakeholders and feedback plan – who we need to proactively manage,how and when we seek feedback
Client Care Plan Actions – the live actions we regularly review

55
Q

The value in creating a client care plan

A

Asides from sustainable and organic opportunities, and whilst not exclusive, it:

Ensures we have put the clients interests and needs first

Demonstrates weare reinforcing the right client centric behaviours

Provides the client with that warm feeling of reassurance that we care, are safely supporting them for success and

Brings continuity when considering account lead succession

56
Q

What is included in a client care plan?

A
  • An overview including objectives & vision of the CCP
  • Our vision for the client experience and how each topic aligns with the CX vision and will be implemented on the account
57
Q
  1. RICS stipulations for extent of PII
A
  • Be on an each and every claim basis
  • Include RICS wording
  • BE fully retroactive
  • Be underwritten by a listed insurer
  • Cover past and present employeed
  • Include run off cover
58
Q
  1. What is the minimum levels of PII insurance for a firm?
A
  • Based on turnover for new firms is based on estimated turnover, and for established firms based on their previous year’s turnover.
  • Minimum levels:
    Turnover Minimum limit
    £100,00 or less £250k
    £100,001 - £200,000 £500k
    £200,001 and above £1mil
59
Q
  1. What is a project team?
A

A project team is a cross-functional group of individuals that are working together towards a common goal.

60
Q

How you build good client relationships

A

Communication, understanding requirements, having a clear service agreement, understanding ways of working, building rapport

61
Q

What is included in one of your project’s terms of engagement?

A
  • Insurances
  • Termination of a contract
  • Services included within the scope - Disciplines RIBA stages & duration
  • Fees for the work
62
Q

Considerations prior to accepting a piece of work?

A

Am I qualified
Am I competent
Do I have the required skill set
Are there any conflicts of interest
Can I provide what the client needs
Do I have the required PII

63
Q

How I would put together a fee

A

on a time charge basis, rates from the CCS framework for the required disciplines and durations against the TSOR.

64
Q

What is the key legislation to consider for this competency?

A

‘RICS PS: Conflicts of Interest 2017

RICS GN - Complaints handling 2023

65
Q

What types of fee structure are there?

A

’- Fixed
- Percentage-based
- Negotiation
- Time charge
- Framework agreement

66
Q

What is an appointment form?

A

‘RICS Short Form of Consultant’s Appointment for Designated Services 2018
- A RICS template form used to appoint consultants
- The scope of services can be appended to it

67
Q

What standard terms of business should be confirmed upon appointment?

A

’- Precisely who the RICS member or regulated firm is
- Limitations on the scope of the survey and report
- Level of liability and any other cover and limitations, including confirming the RICS member or RICS regulated firm holds appropriate PII
- Involvement of other consultants or contractors and the extent of their appointment
- Date of instruction
- Timescales for completing the instruction and any intermediate stages

68
Q

What T+Cs should be included within your appointment?

A

’- Commercial terms such as professional fees, abortive fees and hourly rates for follow-up consultancy
- How fees will be claimed/ become payable and the charges for late payment (payment terms)
- Exclusions and insurance limitations
- Copyright notices
- Relevant company policies

69
Q

What is a project directory?

A

’- List of people working on the project and their contact details
- Distributed to all parties pre-commencement

70
Q

Are you aware of any case law around negligence?

A

‘Hart v Large
- The Claimant (Hart) brought claims in negligence against the surveyor (Large)
- Hart alleged that he was negligent in failing to recommend a full building survey, rather than Homebuyer report, and failing to identify latent damp issues
- Large failed to provide sufficient advise regarding further investigations
Key takeaways
- Clarity about the scope of survey, limitations, and caveats
- Recommending justifiable further investigation
- Taking all reasonable steps to ensure clients understand the differences between the levels of service, including the extent and limitations of each option

71
Q

How would you deal with a customer complaint?

A

’- Check if they want to submit a formal complaint
- It could be resolved informally at first
- Apologise that they have reached the stage where it is necessary to make a complaint
- Make the formal complaints handling procedure available to them

72
Q

What is a complaints handling procedure?

A

All companies must have a CHP under the RICS Rules of Conduct, and it must:
- Outline reasonable timeframes in which the complaint will be acknowledged, and when it will be dealt with
- Detail an alternative resolution process e.g. SAS (Surveyors Arbitration Scheme)
- Keep a complaints log
- Be available to everybody upon request

73
Q

What are the requirements of a CHP?

A

’- Two part process
- Must have an appointed complaints handling officer
- Respond within one week and resolve within a further three weeks
- Provide an independent redress scheme e.g. SAS, RICS Dispute Resolution Service
- Maintain a complaints log

74
Q

What difference between client care and duty of care?

A

’- Duty of care = moral or legal obligation
- Client care = day-to-day client care

KR RICS APC - Project Management pathway revision flashcards (22 decks)

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