"Chapter 10: So What Does Data Collection Have to Do with Customer Service?"
Author: Kinnaman, Maggie
Published In: Creating a Service Culture: Making the Customer Connection
Reviews the role of facilities management in higher education, emphasizing that facilities management is the only administrative service that touches each member of the academic community multiple times each day with their dual roles of stewardship of buildings and provision of customer services. Facilities managers must be able to tell their story in a compelling manner and help campus customers and decision makers understand the importance of facilities operations, particularly in the stewardship of the capital asset. Describes how data collection can be used to provide quality customer service, what needs to be measured, and what to do with the collected information. Discusses APPA's Facilities Core Data Survey, in which members share their data, thus providing an opportunity to compare their data, understand their own operations better, and increase their competence and credibility in educating and influencing customers and decision makers. Appendices provide examples of Facilities Core Data Survey forms filled out for a sample institution.
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