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APC 2021 PM Final Assessment Q&A > Mandatory Competencies > Flashcards

Mandatory Competencies Flashcards

1
Q

What do you understand about Client Care?

A

It is a continuous process or concept of understanding clients’ requirements, suggestions complaints etc.
Find a solution suitable to enhance service delivery to the Client.
This could include:
- Understanding Client’s needs & requirements
- Complaints Handling procedures (CHP)
- Quality Assurance procedures
- Key performance indicators (KPI’s)
- Customer satisfaction questionnaires
- Lesson learned workshops
- Identity Scope of services and defining the Client brief

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2
Q

Why is Client Care important?

A
  • To retain existing Clients – Secure repeat business
  • Reduce the likelihood of conflict
  • Maintain a strong reputation within the industry and attract further Clients
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3
Q

How would you find out if your Client had positive customer satisfaction? (Level 2)

A

I will contact my client to listen to their feedback or review the customer satisfaction questionnaire.
If feedback is verbal then a formal record should be made.
If the feedback is negative then it needs to be verified and the necessary course of action is taken.
This feedback is collated into the company by setting up a lesson learned meeting to discuss ways to improve customer satisfaction as an agenda item that will align with my Client KPIs.

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4
Q

What must a complaint handling procedure include?

A
  • RICS provides a model form but they must include:
  • Redress mechanism
  • Details should be issued to the Client with the terms of business
  • It must be clear, quick transparent and impartial and free of charge
  • Name and contact details of the investigated person
  • The complaint must be invested within 28 days
  • All complaints progress and outcomes must be recorded
  • Note the need to advise PI insurers of a complaint
  • Must have a two-stage min of escalation
  • If not resolved, refer to an independent third party with the authority to aware redress.
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5
Q

What do you do if you receive a complaint?

A
  • Understand a complainant’s motivation and listen carefully
  • Record the details of the complaint promptly and accurately
  • Establish who it is you are communicating with
  • Care of whom you give information out (Data protection
  • Be respectful and not defensive
  • At an early stage apologise
  • Take ownership (Give confidence that the matter will be taken seriously)
  • Clearly set out the next steps and provide clear time frames
  • Evaluate whether the issue needs you to notify PII
  • Offer a resolution
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6
Q

What if the complaint cannot be resolved?

A
  • I would come up with another solution but if the complaint is not happy and we can’t move forward.
  • I would escalate the complaint to stage 2 within my CHP and refer to an independent third party with authority to aware redress (Redress Mechanism (ADR) who would evaluate the claim.
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7
Q

How did you develop your Client relationship? (Level 2)

A

I did this by arranging a weekly catch up meetings to address queries and updates on progress. I then followed up with an email summarising the conversation we had.

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8
Q

What are the different ways you communicate?

A

Oral communication

  • Phone calls
  • Reporting at meetings
  • Facilitate or chairing meetings
  • Client bid presentation
  • Contractor interview
  • Public speaking at seminars
  • Listening skills

Written graphical communication

  • Letters, memos and emails
  • Report writing
  • Compiling tender or contract documents
  • Programming
  • Drawings and specification
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9
Q

Tell me some good negotiation skills?

A
  1. Detailed research and preparation
  2. Preparing your ‘win-win’ and fall back situations
  3. Undertake a SWOT analysis
  4. Decide what is and isn’t negotiable
  5. Develop partnering approach rather than adversarial
  6. Attitude – the Project must be the winner not individuals
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10
Q

What makes successful negotiations?

A

Preparation and collating supporting documentation
Each party get the chance to present their case in a calm forum
Identity Bargaining positions and make proposals
Bargain on concession and compensation to reach final proposal

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11
Q

Give me an example of when you had to handle a difficult negotiations?

A

On Acton Gardens, the contractor need confirmation of kitchen package from the Client’s sales team however, the time was short as the kitchen needed to place order or it could have an effect of the programme.

The Sales wanted more time and the possibility to introduce an alternative kitchen supplier which wasn’t within the contract and would be an additional costs. I negotiated with the Sales team and explained the implicated of changing the kitchen package so late at the stage could have time and costs implication to my Clients budget. So we agreed to adopt the new kitchen package on the next phase and included in the contract/ER.

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12
Q

What is CDM regulations 2015?

A

The CDM regulation governs how construction projects are planned in the UK

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13
Q

What is your role under the CDM 2015?

A
  • A Designer
  • And I must make sure the client is aware of the client duties before starting any work
  • Review and take in account any preconfirmation information provided by the client
  • Provide design information to the PD
  • Communicate, cooperate and coordinator with other designers and contractors
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14
Q

Under CDM when would a project become notifiable?

A
  • Where the work will last longer than 30 days
  • Have more than 20 workers working at any point
  • Or the project exceeds 500 person day
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15
Q

What would you do if you find asbestos on site?

A
  • Stop work immediately and ensure the area is safe
  • Report the matter to the site manager or person in charge (they may need to notify the HSE)
  • The asbestos will need to be tested by a competence contractor to identify the type.
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16
Q

How can asbestos be managed on site?

A
  • Remove
  • Encapsulate
  • Manage
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17
Q

What are the 3 most common types of Asbestos

A
  • Crocidolite
  • Amosite
  • Chrysotile
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18
Q

Where is Asbestos typical found?

A
  • Corrugated roofs
  • Floor tiles
  • Ceiling tiles
  • Insulated boards
  • Lagging
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19
Q

What is the RICS Surveying safety publication?

A

RICS guide to personal safety at works

Covers safety of employee
Workplace
Hazards and risk assessment
Visiting sites
Legal duties
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20
Q

What would you do before, during & after visiting a construction site?

A
  1. Before – Gain information about the site, undertake a risk assesment, then obtain PPE, Notify site of visit
  2. During – Wear PPE, Review risk assessment, sign in, get inducted and understand the emergency producers, abide the site rules and be vigilant of hazards and pedestrian/walking routes.
  3. After – Sign out, lock vacant site, report any accidents.
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21
Q

What is a cash flow?

A

Cash flow refers to the movement of cash into or out of business or project

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22
Q

What is a cash flow?

A

Is money going in and out of a business

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23
Q

What is a Profit and Loss?

A

A financial statement showing a company net profit or lose over a define period of time

What is a balance sheet?

  • A balance sheet is a snapshot of a company’s financial position at a given point in time.
  • It reports on a company assets, liabilities.
  • The balance sheet also shows the value of the business.
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24
Q

What is the difference between a balance sheet and a profit and loss account?

A
  • Balance sheet is a financial snap shot at one given time showing the financial position of the company
  • Where Profit and loss account is showing the profit or lose over a determined period.
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25
Q

What is a business plan?

A
  • A statement of practice direction has a likely timescale of three to five years at least.
  • A business plan is formal document of immediate goals to be taken in pursuit of the practice direction and may be required by lenders if a practice is seeking finance.
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26
Q

What is KPIs?

A

Key performance Indicators – Allows organisation to benchmark their performance in those areas that are critical to the success of the project.

27
Q

What is a SWOT analysis?

A
  • SWOT analysis is a strategic planning method used to evaluate the Strengths, weakness, opportunities,
  • and threats involved in project or in a business venture.
  • Swot analysis is used as the basis for a business strategy.
28
Q

What is dispute resolution?

A

Action to resolve contractual disagreement between parties

29
Q

What does ADR stand for?

A

Alternative dispute resolution – various methods without the use of litigation.

30
Q

What is adjudication?

A
  • Adjudication Is neutral third party that gives an decision on a dispute.
  • Private process
  • Either parties can submit a notice of Adjudication to commence proceedings
  • an adjudicator is required to decide matters referred to them within 28 days.
  • The decision is binding can only be overturned by arbitration/litigation route within a required time frame
  • Fast process, main working relationships and cheap compared to Arb
  • Both parties are liable to pay the adjudicator

Under the housing grant, construction and regeneration act 1996

31
Q

Arbitration?

A

A party agrees for a third party and dispute are analysed by facts.
Hear both sides and then passes a legally binding decision

32
Q

Mediation ?

A
  • Independent person facilities a discussion of two parties and mediates
  • Common method of dispute resolution within the construction industry
33
Q

Tell me about some forms of ADR you might use?

A

Mediation, Independent expert, adjudication, arbitration

34
Q

What type of Data systems using in your organisation?

A

Shared hard drives
SharePoint
Online storage systems such as OneDrive
File sharing systems like Kiteworks

35
Q

What measures could be taken to transfer confidential information to a Client?

A
  • Encryption
  • Record special delivery
  • Mark it as confidential
  • Secure networks
  • Password locking
36
Q

How long do you need to keep date for?

A

RICS recommends 15 years, this is because this is the maximum a claim against professional negligence can be made?

37
Q

What is the three pillars of sustainability?

A

Environmental, social and economic

38
Q

What is BREEAM and what does it stand for?

A

BREEAM stands for Building Research Establishment Environment Assessment Method.

39
Q

Why would you use RBEEAM?

A

To assess the sustainable performance of your building

40
Q

What is Part L of the building regulation?

A

Conservation of fuel and power

41
Q

Is there any guidance available for Health and Safety?

A
  • The RICS publish a guidance note called surveying safely practice note, this details the consideration, procedures and protections that should be undertaken whilst surveying.
42
Q

What does the Health and Safety Act Work 1974 cover?

A
  • Basis of British health and safety law.
  • Sets out the duties employers has to their employees and the duties employees have to themselves and the general public.
  • Set out duties that are so far ‘so far as reasonably practicable’
  • Sets out the requirement for employers to carry out a risk assessment, if more than 5 employees risk assessment findings must be recorded.
43
Q

On your WPBC project how did you identify unsafe practices and how did you report this?

A
  • Through verbal communication I made people aware of the issue and made sure no one could go near the area before calling the site manager to take action.
  • I also raised this with my PD to review their RAMS and monitor works on site.
44
Q

What is the difference between a balance sheet and a profit and loss account?

A
  • Balance sheet is a financial snap shot at one given time showing the financial position of a company.
  • Profit and loss shows profit and loss over a given time period.
45
Q

What is a PESTLE analysis?

A
  • This is a structured method of analysing the key factors influencing markets (the demand side). These factors are:
  • Political influences
  • Economical influences
  • Social-demographical influences
  • Technological influences
  • Environmental influences
  • Legal influences
46
Q

How do you think COVID will affect business plans?

A
  • redundancies and pay cuts,
  • difficult to recruit and train remotely, client funding streams affected,
  • closure of offices, increased IT costs, inability to deliver work remotely. Social distancing measures still in place?
47
Q

How does adjudication work?

A
  • Notification of adjudication 7 days to submit.
  • Adjudicator submits their assessment in 28 days but can be extended to 42 days
  • Do not give a view and allocate a cost unless both parties agree.
  • Legally binding but can be overturned by arbitration or litigation.
48
Q

What are the penalties if breach GDPR?

A
  • Penalties can be maximum fine of £17.5 million or 4% of annual global turnover
49
Q

How long do you need to keep data for?

A
  • Minimum 6 years max 12 years relates to how contract was signed.
  • RICS recommends 15 years as this is the maximum amount of time a claim can be made against a professional.
50
Q

What are different types of BREAAM result?

A
  • Unclassified, pass, good, very good, excellent, outstanding.
51
Q

The client wants to achieve some quick easy BREEAM points, what can he do to achieve this?

A
  • Early stages of design: bike shelters, local labour, locally sourced materials, increased ecology i.e planting, bird boxes, conducting a life cycle cost plan Stage 2, individual review of elements in terms of sustainability at Stage 4, waste management plan.
52
Q

What makes a good team?

A
  • A co-operative effort by a group of couple to achieve a common goal. Creating a culture that promotes collaboration and shared values. Making best of use of the groups skillset to maximise the output.
  • A good understanding of the Clients requirement and objectives
53
Q

What test can you carry to assess someone’s suitability for a team?

A
  • Myres Briggs test assesses and analysis a persons personality.
54
Q

Equality Act 2010 what is it?

A

Provides anti-discrimination framework
• Protects: Unlawful to discriminate against, harass or victimise
• Service providers = controllers of let premises

55
Q

What are the protected characteristics?

A

The characteristics that are protected by the Equality Act 2010 are:

age
disability
gender reassignment
marriage or civil partnership (in employment only)
pregnancy and maternity
race
religion or belief
sex
sexual orientation
56
Q

What does diversity and inclusion mean?

A

Diversity refers to political beliefs, race, culture, sexual orientation, religion, class, and/or gender identity differences.

Inclusion means all employees feel they have a voice, and equal access to opportunities, resources and support. They all feel valued for who they are, and for their differences

57
Q

What are the key financial statements that all companies must provide?

A

Profit and Loss Account
Balance sheet
Cash flow Statement

58
Q

Why do you analyse companies accounts?

A

To assess a company’s financial performance compared to similar companies
or
To verify the solvency and financial strength of potential tenderers on a project

59
Q

What are your firm terms of Business?

A 
Letter of engagement and T&C will form the contract between the client and my firm
Obligation. 
Liability
Remuneration 
Termination
60
Q

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

A

if there is a Conflict of Interest
Under resource
Job Illegal

61
Q

What’s typically involved in an H&S FIle?

A

Contains useful information on planning future works or maintenance
A brief description of the work carried out
Any hazards or risks such as Abestos surveys
Hazardous materials

62
Q

What is an income statement?

A

An income statement is one of the three (along with balance sheet and statement of cash flows) major financial statements that reports a company’s financial performance over a specific accounting period.

63
Q

What’s the difference between Statutory and Management Accounts?

A

A statutory account is a report required by law prepared annually by limited companies which shows the financial statement such as (Profit & Loss, Balance sheet) (External)

A management account is used by the company to plan their business on a period by period or yearly basis, (Internal)

APC 2021 PM Final Assessment Q&A (12 decks)

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