"What Business Are We In?"
Author: Christenson, James E.
Published In: Facilities Manager
Date: November/December 2001
Education facilities management organizations exist for two primary reasons that are sometimes in conflict: they are on-site to directly serve present customers and they are there as stewards of the institution's facilities assets on behalf of these same people, future customers, and many stakeholders who are not members of the community. Discusses this dilemma, covering customer service and satisfaction, long-term institutional welfare, and stewardship.
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