Innovation in Customer Service Award

AWARD WINNERS - Kajima Partnership            

Sponsored by -    

Award Criteria:

All facilities managers have customers, it makes no difference whether they are part of an out-sourced team, or an in-house provider, or a single individual.  The customer is normally the user of the environment and facilities which are provided and managed, and the initiative should focus on the needs of the individuals. 

We are looking to review how these initiatives have been delivered, how the improvements to customer service has been quantified and measured and what impact these have made to the overall service delivery.

Judging Criteria:

Judges will require a full description of the Customer Service Initiative, why it was needed (or how it evolved) and how its performance is measured. Include any specific information that the entrant believes will add value to their entry. Also include the following:-

1. Description of how the scheme was initiated, who was involved in the process and how long the initiative took from conception to completion.

2. Details of any professional advisory teams used in constructing or in the delivery of the initiative.

3. Description of the building(s) involved with this initiative, what FM services are delivered in these properties, and how the service delivery is managed.

Entries will be evaluated against the following issues:

1. The initiative – clarity of objectives and outputs, relevance to FM services and the full scope of the innovation.

2. The requirements – recgnition of need, business critical factors, budget imitations and fit with the overall business strategy.

3. Implementation – the project team (roles and responsibilities), timescales, programme and implementation of the change(s).

4. Measurement of success – including measurement from pre-implementation, analysis of benefits, measurement of outcomes and environmental benefits.

5. Business case – the parties involved, return on investment, funding and future initiatives.

6. Application of initiative in general FM – the scalabilit of the initiative and how it may be recorded as a  best practice model.