- Study at Deakin
- Campus life
- Industry and community
- About Deakin
|Unit chair:||J Wu|
|Note: Online teaching methods require internet access. Please refer to the current computer specifications.|
This unit develops an understanding of the importance of 'customer' service to successful facilities management, including management and delivery of user service requests. The development of a service delivery plan and operational performance targets, in context of the principles of total quality management, are discussed and practiced. Issues of preventative/routine maintenance, scheduling and budgeting are used as examples of service delivery. Techniques for benchmarking facilities management performance against industry best practice, development of key performance indicators, and the assessment of user satisfaction are also addressed.
Assignment (customer needs) 25%, assignment (benchmarking best practice) 25%, assignment (service delivery plan) 25%, oral presentation (customer service) 25%
Note: Assignments are individual, oral presentations are in small groups.