Client Care Flashcards
Why is client care important?
Important to build and maintain relationships with clients
Why is it important to identify a client’s requirements?
To deliver a high standard of service you need to know what the client expects
How does AECOM collect data on client service?
A client satisfaction survey
What KPIs does AECOM’s client satisfaction survey monitor?
- Service
- Value for money
- Quality of service
- Timely delivery
- Health and Safety awareness
- Environmental awareness
How do you define a client’s objectives?
- Identify their objectives
- Identify what value means to the client
- Understand the scope and project brief
How to client’s objectives vary between projects?
- Scope
- Time
- Cost
- Quality
- Risk
What is the timeframe for assessing a variation under JCT?
28 days from receipt of information
14 days from receipt of any additional information
What is the RICS’ CHP?
- Acknowledge receipt of complaint within 7 days
- Response by 28 days, if not full response then at least an update
- If unable to resolve will refer to an independent redress provider as approved by the RICS regulatory board
What is AECOMs CHP?
Initial response within 14 days
Full response within 21 days
If unhappy by the outcome it can be referred to an alternate director who will respond within a further 21 days
Further stages may include mediation or arbitration
What types of fee are there?
Time charged or fixed
How do you calculate a fee?
Allocate resources Allocate rates Calculate working days per month (20 days x 8 hours) % of individuals time on the project Outline services to be provided Plot graph Add profit margin Calculate fee Add below the line services if required
Can Employer or Public Liability be capped?
No
What are the typical contents of a fee proposal?
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
What are the types of client brief?
Statement of need
Strategic brief
Project brief
What is Aecom’s QA procedures?
Details of the producer, checker, approver and verifier
