Mandatory Competency - Flash Cards - Client Care

Question 1

What is the definition of client care?

Answer 1

Client care is about looking after clients best interests and providing a service that satisfies clients needs and achieves VFM.

Question 2

How do you establish trust with a client?

Answer 2

Transparency, honesty, learn about client and objectives, act within level of competence, act in professional manner, provide high level of service, communication is key.

Question 3

What is a client brief and what should it include?

Answer 3

Provide foundations of a project and its intention. Outline, objectives, project team, cost, programme, quality.

Question 4

What information would you want to obtain for identification of client needs?

Answer 4

Briefing meeting, deliverables, scope of services, stakeholders, budget, programme expectations, existing information.

Question 5

How do you act with your clients needs first while maintaining professionalism and competence?

Answer 5

I will ensure when advising clients I have the necessary expertise or I engage a specialist who does. For example on the HDP project I ensured an M&E specialist was appointed to complete the M&E design as this is outside of my scope of competence.

Question 6

Why is it important to identify project stakeholders?

Answer 6

To ensure that all parties are involved at the required states, I would identify project stakeholders on an org chart and in a project directory.

Question 7

How do you ensure a clients brief is understood?

Answer 7

I will review the brief, undertake a briefing meeting with the client and stakeholders. If there is not sufficient information to develop a scope of services I will interrogate the brief further with the client and record this in writing assisting in the development of the brief.

Question 8

How do you identify communication requirements and key deliverables?

Answer 8

Once all stakeholders have been identified I will compile a responsibility assignment matrix which will highlight who needs to be communicated and consulted with. Key deliverables will be identified with the client PM and stakeholders.

Question 9

How would you measure your performance with a client to promote development?

Answer 9

Use of KPIs such as measuring project completion dates. Feedback questionnaires. Lessons learnt.

Question 10

What is your companies complaints procedure?

Answer 10

In line with the RICS 2 stage complaints procedure.

Question 11

What is the RICS complaints procedure?

Answer 11

In line with the RICS guidance and is broken down in two stages, stage 1 will be address by complains handler or senior member, acknowledged within 7 days and responded to within 28 days. Stage 2 allows for an independent redress provider to review the complaint as approved by the RICS Regulatory Board. Log complaint in complaints handling log and inform PII.

Question 12

What must firms do to comply with the RICS requirements for complaints procedures?

Answer 12

Have a complaints handling procedure, nominated complaint handler, log any complaints in a complaint handling log, inform PII, submit complaints to RICS in annual return.

Question 13

How would you go about preparing a fee proposal for a client?

Answer 13

I would identify the clients brief, hold a briefing meeting and establish the project objectives. I would then be able to put together a scope of services and engage with specialists for fees where required.

Question 14

What key information is included within a fee proposal?

Answer 14

Address and parties. Scope of services (what’s included, limitations, exclusions, assumptions). Staffing (who is responsible / involved). Fee breakdown (hourly rates, fixed fees, VATs). Confirmation of external consultant involvement where possible. Complaints handling procedure. Insurance details. Terms and conditions of business (payment procedure, interest). Signatures and dates from all parties

Question 15

How would you establish the fee for a discipline on a project?

Answer 15

Put together resource schedule of what resource you will need to complete the project (in house & supply chain). Detail a scope of service for individuals required in the project. Obtain Supply chain fees where required. Calculate time and number of individuals required to undertake the works and multiply it by a day rate allowing for OH&P (8-10% at F+G)

Question 16

What information would you refer to for compliant handling?

Answer 16

Refer to RICS Professional Standard on Complaints Handling. Provides details on required procedure, PII implications.

Question 17

What information would you refer to for conflicts of interest?

Answer 17

Refer to RICS Professional Standard on Conflicts of interest.

Question 18

What are the different types of conflict of interest?

Answer 18

Party conflict, own conflict, confidential information.

Question 19

How would you deal with a conflict of interest with one of your clients?

Answer 19

I would make my company and client aware of the conflict and record it in the COI log. Depending on the type of COI would depend on how It proceeded. Key things to consider if proceeding would be if it would be ethical and legal and to ensure the client provides informed consent.

Question 20

What information could you use for appointment of services?

Answer 20

The RICS standard form of consultants appointment and its explanatory notes.

Question 21

How do you limit risk of working with financially unstable clients?

Answer 21

Internet search and company check.

Question 22

If a client asked you to lower fees, the client has to pay the required price for the level of service required or you would need to reduce the scope?

Answer 22

I would suggest we review the client brief to establish whether it could be reduced to assist in reduction of fees.

Question 23

What standard forms of contract are available to appoint a chartered surveyor?

Answer 23

RICS Standard form of appointment.

Question 24

What insurances would a company typically need to have in place before they can provide professional services to a client?

Answer 24

PII

Question 25

What different mechanisms support the communication process on a project?

Answer 25

Holding regular meetings, following up with meeting minutes, using actions trackers and design development logs.

Question 26

How does your company establish whether they have met the needs of the client?

Answer 26

I’d request feedback and take on any lessons learnt.

Question 27

What are KPIs and how would they be applied to a construction project?

Answer 27

Key performance indicators, with my clients I will use these to measure project programme progression, budget, H&S.

Question 28

In broad terms, what is value management?

Answer 28

The process of planning, assessing and developing a project to make the right decisions about the optimized balance of benefits, risks and costs.

Question 29

What is a RACI Matrix and how is it used?

Answer 29

Responsible, Accountable, Consulted and Informed - Confirms roles and requirements of those in a project.

Question 30

What is ISO 9000?

Answer 30

Set of international standards on quality management and quality assurance.

Question 31

What is a risk register and how is it used?

Answer 31

A risk register is used to track project risks, I manage risk registers on all of my projects and keep them regularly updated submitting them to my clients with reports or at stages where they have been updated.

Question 32

HDP - Why is it important that a project directory and organisation chart is produced for a project team?

Answer 32

On the HDP project it assisted in understanding the persons involved, this project had 3 client project managers on so it was key for me to assist in ensuring the correct information goes to the right persons involved.

Question 33

HDP - How did you ensure clear communication between all stakeholders?

Answer 33

I tailored my communication style depending on the stakeholder, with the client PM I provided professionally written RIBA reports, where additional elements needed explaining to service stakeholders I ensured I took the time to make sure everyone was understanding the principles.

Question 34

HDP - How did you establish communication routes for the project?

Answer 34

I established these with the client project manager and agreed the communication requirements would go through the PM primarily, these were detailed within the project execution plan.

Question 35

HDP - What is a project execution plan and why was one developed?

Answer 35

Provides information on how the project is to be delivered - Project brief, project governance, org structure, project team members, communication routes, stakeholder management, change control.

Question 36

HDP - What is a design development tracker?

Answer 36

Tracker that notes design development, records risks, those that have signed off the changes, records stakeholder engagement.

Question 37

HDP - Why did you utilise a design development tracker?

Answer 37

To provide an auditable record of design changes on a project, this can be refereed back to in later stages if queries are raised. It can also be included in the RIBA reports to give an overview of records kept.

Question 38

HDP - What is a variation tracker?

Answer 38

Variation or charge control trackers track change on a project, highlighting description of works, whether it is approved, costs, CAI, contract sum changes.

Question 39

HDP - What was the agreed process for reviewing variations with your client?

Answer 39

On the HDP project we have pre agreed instruction values of up to £5k, up to the use of 50% of the contingency. Anything above these thresholds had to be reviewed by the client PM. Variations trackers were submitted to the client monthly for visibility on items.

Question 40

Playground - Is a brief is fixed document?

Answer 40

No, the brief is an always evolving document that develops throughout the project.

Question 41

Playground - How could you assist in developing a clients brief?

Answer 41

On this project I held a briefing meeting with the client PM and the school to establish the key deliverables to help develop the requirements to ensure needs were met.

Question 42

Playground - If you are not certain on a clients brief, what would you do?

Answer 42

I would go back to the client to further clarify requirements, without a confirmed client brief with key requirements I would not be able to provide an accurate scope of services putting my company at risk when being appointed to deliver a project.

Question 43

Playground - Who would you invite to a briefing meeting?

Answer 43

Client PM, stakeholders.

Question 44

Playground - What objectives do you aim to obtain from a briefing meeting?

Answer 44

Clients key objectives, project budget, programme and key stakeholders.

Question 45

Playground - What does a briefing meeting allow you to do?

Answer 45

Confirm requirements to enable I can provide an accurate scope of services.

Question 46

Playground - Why would you formalise what was discussed and issue in meeting minutes?

Answer 46

For record keeping and audit purposes.