Quality Facility Management: A Marketing and Customer Service Approach

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https://dev.store.wiley.com/en-au/Quality+Facility+Management%3A+A+Marketing+and+Customer+Service+Approach-p-9780471023227

Quality Facility Management: A Marketing and Customer Service Approach

Stormy Friday,David G. Cotts

Description

Stressing the facility manager's role as pro-active strategist and marketer, this compact, up-to-the-minute, user-friendly guide provides a detailed explanation of the tools and techniques needed to implement a customer service program. Features pertinent advice on how to effectively market the facility department within the organization. Covers all current management theory including TQM and the business climate of rightsizing. Includes self-evaluation forms, quizzes, exercises and checklists which enable readers to assess where their department is and how they can set benchmarks for improvement.

About the Author

A former practicing facility manager, STORMY FRIDAY is President ofThe Friday Group in Alexandria, Virginia, which providesmanagement, marketing, and facilities services to commercialbusiness and government. She lectures extensively worldwide onfacility management issues.

DAVID G. COTTS is Chief of Building Maintenance and Repair for TheWorld Bank headquarters in Washington, D.C. He is a past presidentof IFMA and also teaches facility management at George WashingtonUniversity.

To Purchase this product, please visit

https://dev.store.wiley.com/en-au/Quality+Facility+Management%3A+A+Marketing+and+Customer+Service+Approach-p-9780471023227