K C Ch-12

Question 1

What often determines the level of service considered basic or standard in corporate-owned
facilities?

Answer 1

custom or tradition

Question 2

What is considered the standard or basic level of service

Answer 2

those services included in the basic rental charge

Question 3

What is considered above standard service

Answer 3

services that are billed separately in addition to rent

Question 4

Facilities service personnel who display proper identification will enhance what

Answer 4

customer confidence and comfort level

Question 5

Emergency and routine response times and response methods should be clearly defined in
what areas

Answer 5

contract specifications, job descriptions, and facilities department procedures

Question 6

What should the facilities manager do to minimize complaints about the rudeness of
cleaning contract workers

Answer 6

include customer service provisions in the contract

Question 7

More than any other function, who interacts with all levels of management and workers
on a recurring basis

Answer 7

service providers

Question 8

What is a good way to measure base level services

Answer 8

periodic customer satisfaction surveys

Question 9

What are some of the components of an efficient HVAC service contract

Answer 9

maintaining all devices of the HVAC system, providing a trained staff to operate the
HVAC system, and establishing a complaint-tracking program

Question 10

To ensure successful HVAC service, what must you define in the conditions of operation

Answer 10

specify the hours and days of operation, specify the method of controlling the system,
and summarize the planned maintenance program

Question 11

Why is record keeping important to successful HVAC service

Answer 11

government inspectors rely heavily on documentation; it strengthens the company’s
legal position in claims, and it provides a history of maintenance on equipment

Question 12

What should a facilities manager do to ensure good performance of HVAC services by
outsourced firms?

Answer 12

inspect work areas and equipment and compare results to logs

Question 13

Name two benchmarks of successful HVAC service.

Answer 13

cost per square foot and percentage of time in the ASHRAE comfort range

Question 14

What are some of the criteria that should be the basis for the level of security for a facility

Answer 14

community crime rate, type of businesses on site, and amount of company internal
theft

Question 15

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?

Answer 15

the customers’ need for protection

Question 16

What should be in place in case of a criminal complaint against a thief on the premises

Answer 16

a policy to authorize someone to sign the complaint

Question 17

What type of security service should you avoid if at all possible

Answer 17

roving interior security patrols

Question 18

What are some of the most important factors in hiring a guard service

Answer 18

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

Question 19

Before hiring a cleaning contractor, what should you do to prepare for the contract

Answer 19

conduct an analysis to identify quantities and type of cleaning required

Question 20

What does operational flexibility mean in the outsourcing of cleaning functions

Answer 20

that the level of cleanliness is defined, but not the method

Question 21

What are some benchmarks for successful cleaning

Answer 21

cost per square foot, cleaning staff productivity, and customer complaints per square
foot

Question 22

In grounds maintenance, what does curb appeal mean

Answer 22

the initial impression a facility makes on a visitor

Question 23

What is the most common benchmark of grounds maintenance costs

Answer 23

cost per acre

Question 24

What are two good reasons for proper parking area maintenance

Answer 24

parking areas can be an important source of revenue, and there is a great potential for
liability claims

Question 25

What are some benchmarks for successful parking operations

Answer 25

cost per square foot for maintenance and operation, number of insurance claims
compared to similar facilities, customer satisfaction, and any revenue generated

Question 26

What are some of the components of standard electrical power distribution service

Answer 26

providing light during normal business hours, maintaining electrical receptacles and
circuit breakers, and maintaining lighting fixtures

Question 27

What are typically included as benchmarks for electrical power distribution

Answer 27

cost per square foot, continuity of service for critical functions, absence of
interruptions to ordinary service

Question 28

Pumping equipment used to prevent flooding of critical areas is usually connected to what
system?

Answer 28

the emergency power system

Question 29

What service can an elevator consultant provide

Answer 29

evaluation of maintenance, traffic studies, and leakage evaluation for hydraulic systems

Question 30

What are some examples of above standard services

Answer 30

child care centers, snack bar/vending room, and conference planning area