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APC Project Management > Level 2 Client Care > Flashcards

Level 2 Client Care Flashcards

1
Q

What are KPS?

A

Key Performance Indicators
Can be used to measure business performance against previous years

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2
Q

How to use KPIs?

A
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3
Q

Examples of KPIs?

A
  • Profitability
  • H&S Scores
  • Environmental
  • No. of clients
  • Operational Cashflow
  • Feedback from end users
  • Timescales for delivery against target programme
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4
Q

Why and how to manage client expecations?

A

Client work is often won through repeat business.
Maintaining and building existing relationships will promote a positive image for the individual and company.

  • Being open and honest
  • Agreeing on timelines, strategies and goals
  • Comminicating and addressing issues directly
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5
Q

What is a lessons learnt workshop?

A

Reviewing client’s feedback for what went well and areas of improvement. Helps to measure success.

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6
Q

Hunters procedure for obtaining formal client feedback?

A

Annual Client Feedback

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7
Q

How would you deal with a compliant from a client?

A

Expression of dissatisfaction
- Acknowledge receipt
- Notify the appropriate person within
- Appoint a person to carry out
- Identify the outcome and course of action to reply
- Formal response
- They have the right to refer to independent dispute resolution
- Communicate lessons learnt internallu
- Review
- Inform the PI insurers of the complaint at each stage

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8
Q

Aware of guidance by RICS on complaints

A

Complaints Handling - 1st Edition

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9
Q

How can complaints be avoided in the first place?`

A
  • Set clear expectations
  • Communicate clearly and effectively
  • Put everything into writing
  • Follow company procedures
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10
Q

How are consultant fees calculated?

A
  • Review the programme
  • Review the scope of services
  • Review the resource required

Calculated on the above

Review the total fee as a percentage of the contract sum for a sense check.

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11
Q

What’s included in a Consultant Fee proposal?

A

Scope of services
Terms of Appointment
Basis of Pricing
Team info including CVs and qualifications
Timescales
Insurances
Exclusions

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12
Q

What if you undervalue the fees?

A

If project requirements increase, it’s reasonable for the fees to increase
If the scope remains the same it is likely a mistake, I would deal with the situation and ensure it’s correct for next time. I would not reduce the level of service originally offered.

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13
Q

When might you ask a client for additional fees?

A

Events such as:
- dealing with insolvency of a contractor
- Increased scope of sevices
- Delay to the programme due to contractor default
- The location and travel requirements change
- Increased attendance in meetings requested

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14
Q

When should you decline an instruction of new work from a client?

A
  • There is a conflict or potential conflict of interest
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15
Q

Establishing communication systems?

A

Using a project directory and identifying key personel.

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16
Q

How would you approach requesting additional fees?

A
  • Arrange a meeting with the client
  • Explain the reasoning behind the additional fee claim
  • Discuss the benefits
  • Be prepared to offer a comprimise
17
Q

A client advises that if you reduce your fee you will the tender - what do you do?

A
  • Unfair competetion
  • Not treating others with respect
  • Not acting with integrity
  • Unsustainable to undertake business in this manner
  • Reduce the scope of services
18
Q

How to avoid PI Claims?

A
  • Keep full and detailed records of meetings
  • Record recommendations and advice given
  • Use proper letters of engagement, scope of services
  • Don’t advise on a specialism outside your field of expertise
  • Use RICS guidelines
19
Q

What process need to be in place to handle clients money?

A

Client must always have access to funds
Client money must be kept seperate and clearly identifiable
Interest on the account must be agreed

20
Q

Complaints Handling Procedure must be two stages

A

Stage One:
- Acknowledgment with no longer than 28 days
- The complaint should be handled by a senior person or designated complaints handler
- The first stage must be free of charge

Stage Two
- Taken to an independent redress mechanism that is approved by the RICS
- It must be clear, quick, transparent and impartial
- The complainant may be expected to contribute towards costs incurred during the second stage

21
Q

What is Client Care?

A

Looking at the clients best interests and providing an appropriate service that satisfies the clients needs and achieves VFM. Done by:
- Professional
- Competence
- Punctuality
- Trust
- Reliability

22
Q

What makes up a fee proposal?

A
  • Executive summary & scope
  • Client needs
  • Project issues
  • Benefits for clients
  • t&cs
  • Methodology and CVs of project team
  • Proposed
23
Q

How to proceed if a client is insistent that you continue to work for them despite a conflict of interest?

A
  • Check their understanding of reduced impartiality
  • Seek letter of instruction to continue
  • Agree working procedures to manage the conflict
24
Q

Duty of Care?

A

To ensure that another party does not suffer harm of loss that can arise as a breach of contractual obgligations

25
Q

A friend asks for advise, how do you respond?

A
  • I could not offer advice on my own without PI insurance
    I would ensure information is checked prior to issuing
    Inform them they can contact you during working hours to discuss T&Cs
    Use the RICS find a surveyor scheme
    adhere to rules of conduct
26
Q

What would you do if you recieve a formal complaint in writing?

A

Arrange a call asap
Issue the client a copy of the firms complaint handling procedure
Report the complaint to a senior person
Notify my firms PII insurance in line with policy requirements

27
Q

What quality management procedures are in place?

A
  • Peer review process
  • Standardised format of documentation
  • Authorisation / signature prior to release of documentation
  • Accessible file systems
  • Handover procedures
  • Internal and external auditors
  • Lessons learned workshops

APC Project Management (28 decks)

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