K C Ch-12 Flashcards
What often determines the level of service considered basic or standard in corporate-owned
facilities?
custom or tradition
What is considered the standard or basic level of service
those services included in the basic rental charge
What is considered above standard service
services that are billed separately in addition to rent
Facilities service personnel who display proper identification will enhance what
customer confidence and comfort level
Emergency and routine response times and response methods should be clearly defined in
what areas
contract specifications, job descriptions, and facilities department procedures
What should the facilities manager do to minimize complaints about the rudeness of
cleaning contract workers
include customer service provisions in the contract
More than any other function, who interacts with all levels of management and workers
on a recurring basis
service providers
What is a good way to measure base level services
periodic customer satisfaction surveys
What are some of the components of an efficient HVAC service contract
maintaining all devices of the HVAC system, providing a trained staff to operate the
HVAC system, and establishing a complaint-tracking program
To ensure successful HVAC service, what must you define in the conditions of operation
specify the hours and days of operation, specify the method of controlling the system,
and summarize the planned maintenance program
Why is record keeping important to successful HVAC service
government inspectors rely heavily on documentation; it strengthens the company’s
legal position in claims, and it provides a history of maintenance on equipment
What should a facilities manager do to ensure good performance of HVAC services by
outsourced firms?
inspect work areas and equipment and compare results to logs
Name two benchmarks of successful HVAC service.
cost per square foot and percentage of time in the ASHRAE comfort range
What are some of the criteria that should be the basis for the level of security for a facility
community crime rate, type of businesses on site, and amount of company internal
theft
If your facility is located in a low-crime area and your tenants include a computer processing
center, a health clinic, and an electronics repair department, what should be the
primary factor in determining the level of facilities security needed?
the customers’ need for protection
What should be in place in case of a criminal complaint against a thief on the premises
a policy to authorize someone to sign the complaint
What type of security service should you avoid if at all possible
roving interior security patrols
What are some of the most important factors in hiring a guard service
ensure they have sufficient resources to perform background checks, that they meet
state and local requirements for contracted guards, and that they have sufficient
liability insurance to cover guards
Before hiring a cleaning contractor, what should you do to prepare for the contract
conduct an analysis to identify quantities and type of cleaning required
What does operational flexibility mean in the outsourcing of cleaning functions
that the level of cleanliness is defined, but not the method
What are some benchmarks for successful cleaning
cost per square foot, cleaning staff productivity, and customer complaints per square
foot
In grounds maintenance, what does curb appeal mean
the initial impression a facility makes on a visitor
What is the most common benchmark of grounds maintenance costs
cost per acre
What are two good reasons for proper parking area maintenance
parking areas can be an important source of revenue, and there is a great potential for
liability claims
