APPA Library

"Measuring Up: Improving Service Quality by Linking Work Inspection, Customer Feedback, and Performance Reviews"
Author: Glasscock, Wallace, Julie Kromkowski, and Edward Burgan
Published In: Proceedings of the 1998 Educational Conference
Date: 1998

Presentation at APPA's 85th Annual Meeting in San Jose, California. Presents the experiences of the Facilities Management staff at the University of Maryland, College Park in creating a program to systematically measure the quality of building maintenance, housekeeping, and landscaping services and to survey the customer's satisfaction with those services. The ratings are linked and reported to employees and supervisors for their use in maximizing individual performance and improving service delivery processes. Describes the Service Quality Program's development and lessons learned. Appendices include Performance Review and Development Process, Work Order Site Inspection Questions, Work Order Customer Survey Questions, Work Order Detail Report, and sample employee service quality ratings report.

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