Mandatory - Level 2 Flashcards
Client Care
Magdalen College
Example of client care
-Heathrow audit: given accounts by client and gave summary of if there was scope for costs to be reduced. If there was then Gleeds would get more work but I advised that there was only a small amount of concern
-HS2 asked go to audit / Magdalen College other example
-I considered there requirements and retook note of the information they provided
-build good relationship by meet and greet
-briefing process where defined clear scope of work and expectations of both parties aligned
-how requirements will be met and specific deliverables
-regular reviews on progress
-following work sought feedback on how to improve through interviews and client satisfaction survey
-Worked with them to understand requirements e.g deliverables, timescales, objectives to recommend a procurement route
-Kept constant and effective communication
-Personalised service as inexperienced in construction (explain things more eg water technology, procurement)
-Anticipated future need of IMPACT STUDY to prevent future costs and likely needed due to piles, capacity studies, heavy, manhole or GPR surveys
-Feedback to enable continuous improvement with surveys
-Solved problem of surface leakages by using ECI to allow spill analysis
Client Care
Complaint Handling
How did you handle the complaint?
Extra costs incurred by Developer due to how site left by Contractor e.g replant grass, gate damage, dispose
-Carefully listen to complaint, remain empathetic and ensure will be taken seriously
-Directed them to correct area and for them to produce formal written submission to fully understand claim/motivation and establish areas of uncertainty
-Recorded details promptly
-Discussed with Senior QS only as not to contravene data protection
-Complaint forwarded from complaints department
-Acknowledged receipt
-Establish what Developer hoped to achieve
-Considered if PI insurer needed to be notified
-Did not defend indefensible
-Gathered information
Health & Safety
What did you do in the design risk register?
-Identified live mains on job - ensure sufficient programming to allow this to happen OR reduce flow/depressurisation if not possible
-Battered/stepped excavation with safe access due to deep excavations
-Temporary works assessment as deeper than 1.2m
-Work is in street so ensure sufficient traffic lights and area for van to be parked to allow taper of traffic cones
-Barriers around manholes
-High prevalence of underground services so ensure surveys and cat & genny used
Communication and Negotiation
Negotiation
What was the issue and how did you negotiate it?
At Thames Water contractor applies for reimbursable cost on top of rate for an invoice from a specialist subcontractor.
Contractor only entitled to extra material costs on top of rate as it already included the labour costs.
Contractor needed invoice split showing these material costs and I identified that many historic invoices did not provide this.
So to be fair and reasonable, negotiations were needed.
So I
-Identified this issue
-Contractor proposed that 75% be paid
-From previous RESEARCH I identified that the newer invoices provided this split, and worked out an average 34% of this was fittings and subject to 10% retention unless split could be provided
-Going into the meeting I set a STANCE that the minimum I would accept is a paying 50% split.
-I went in with a non-confrontational, collaborative and respectful persona, using ‘perception’ to put myself in their shoes as TW required work not originally in contract to be subcontracted
-Presented my evidence and negotiated to 34%, but 10% applies moving forward
Health & Safety
Hilltop Newbury
What was in the field observation checklist to ensure H&S standards being met?
-Asking if workers have undertaken relevant risk assessments in relation to COSHH
-Checking the correct removal and
placement of excavated material
-Appropriate arrangements for working in confined spaces/at height
-Sufficient site security
-PPE being used
-First aid kit
-In-date bottle of Sodium Hypochlorite (a compound of Chlorine) which is used as a biocide in industrial applications to control slime and bacteria formation in water systems
-forms such as their site induction had been carried out which identifies potential hazards, emergencies procedures, location of key facilities
-copy of F10 form
-dust protection for pipe cutting
Health & Safety
Hilltop Newbury
How did you inspect the on-site team’s van?
-all in order apart from disc cutter which still had the disc attached. This should be removed when in transit for the safety of those present in the van.
-I also prompted the workers to sign me in and provide a health & safety briefing as this was not given when I arrived on site.
Health & Safety
Eaton Road
What potential hazards did you identify in the design risk register meetings?
“I identified live mains present on job
“I identified deep excavations required and so working at height so barriers needed ”
“I identified it was a streetworks job so…”
“I identified manholes on job.
Live Mains
-Isolate existing main (eliminate risk) and confirm isolation/depressurisation before work. -OR reduce flow/ pressure (reduce risk)
Excavation
-Avoid underground services by looking at drawings, cat and genny, no machines within 0.5m of service
-Identify type of ground before starting, groundwater affecting stability
-Used battered or stepped excavation technique to precent subsidence. For battered make sure is easy for people to get in/out ladders presence of groundwater to effect subsidence
-Assessment for 1.2m+ trench and full temp works design sign off at 3m
-Do not store spoil close to side
-Provide barriers
Street Works
-Traffic control to ensure safety of staff in street, how vans had to be parked and signs to be put up, setting out taper length of cones
Working at height
-Manholes protected by sturdy barrier
-Excavations reinstated as soon a seasonable practicable
Plant
-Compound away from excavations
-Working zones clearly defined
Noise and vibration attenuation.
Groundwater trenchfoot
Health & Safety
Eaton Road
How did you determine ‘principles of prevention’ activities to mitigate project risks after analysing the scope?
- Avoid Risks - most effective to eliminate than deal with one
E.g.:
a.)Unstable ground conditions, opt for directional drilling (as best in these conditions) rather than open cut
b.)Hitting electric cables, ensure 100% sure none in area with proper surveys
- Evaluate Risks That Can’t be Avoided
Collaborative approach/communication between designers and contractors. Designers need to liaise with others to establish how different aspects of designs interact and influence health and safety. Design reviews that focus on health and safety issues, alongside other key aspects of the project,
a.)For areas where open cut ensure trench support is safe, HARNESSES - Combat Risks’ Source
Cutting equipment with effective dust extraction systems - combating the risk at the source. - Adapt the Work to the Individual
TW work could be monotonous so Switching responsibilities between gangs with multi-skilled staff - Adapt to Technical Progress
New technology has also led to video systems that can remotely inspect confined spaces such as sewers. - Substitution to less dangerous
Using low-temperature asphalt can helps prevent exposure to toxic substances when carrying out road repairs. Designers and contractors should ensure they are aware of what is available to substitute with safer alternatives. - Develop a Coherent Prevention Policy
- Give Collective Protective Measures Priority
E.g guard rails, PPE, safety harnesses wit suitable anchorages - Appropriate Instructions to Employees
Instructions should be communicated in a way that is readily understood by the workers. E.g inductions, training, clear instructions
Client Care
What were KPI’s for Wendover Road?
Client satisfaction score that needed more than 80%
-How likely to recommend?
-How did you feel project requirements were considered?
-How satisfied that value for money was provided?
-How satisfied that found solutions to problems?
-How effective was communication?
Catsbrain Farm
How did you manage client’s expectations with their complaint?
-Assured that complaint would be dealt with internally in first stage.
Acknowledged it, responded in writing, understanding communication, carefully considered complaint, offered potential solutions
-If client not happy, they could go to second stage (independent redress mechanism)
Communication
How would you change how you speak to experience and inexperienced clients?
-Inexperienced: use less acronyms (like NEC), less technical language, take More time to explain things, demonstrate things more graphically rather than lots of cost information
-Experienced: more succinct,
