The Facility Management Handbook, 4th Edition

27

Managing Quality Facilities

Pulse Points

• The customer, and the customer alone, defines the quality of the product or service provided.
• Facility managers must use every means available to measure their customers’ perception of services.
• Facility managers set the tone for quality and customer service.
• No one system of gathering opinions of your services will work forever.
• Do it right the first time!
• The facility manager must set quality goals and track them over time.
• Measure efficiency, effectiveness, and response.
• Empower employees, but empowerment without training is chaos. Make everyone in the department feel responsible for the total facilities mission.
• Use every means available to publicize services and successes. The facility manager ...