"Facilities Maintenance and the Art of Customer Service"
Author: Swistock, John Richard
Published In: Proceedings of the 1998 Educational Conference
Presentation at APPA's 85th Annual Meeting in San Jose, California. The mission of facilities management is to provide and enhance the physical environment. Presents concepts and techniques to help facilities maintenance and service organizations become the provider of choice. Covers communications, organization, training, employee empowerment, and how Virginia Commonwealth University built good customer service. Includes organizational chart, zone maintenance program evaluation questionnaire and results, customer service survey and results, and bar graphs of service evaluations.
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