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"Chapter 2: Quality Measurement in a Facilities Management Environment"
Author: Robben, Richard W., P.E.
Published In: Creating a Service Culture: Making the Customer Connection
Date: 2005

Robben discusses a process that builds on customer expectations in order to provide quality services and therefore superior customer services. Covers determining quality and measuring performance by using customer input, data collection, standards, and workforce expertise. Includes information on a computerized maintenance management system and its use tracking and reporting data on such customer-focused measures as timeliness of delivered services, quality of service, etc. Concludes that training, reviewing collected data, acting on that information, and openly communicating the information to customers and all levels of the organization are the foundations of operating in a quality environment and ultimately providing excellent customer service.  

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