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What are the best practices for facilities engineering projects with high customer satisfaction requirements?

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Facilities engineering is a multidisciplinary field that involves planning, designing, operating, and maintaining buildings and systems that support various functions and activities. Facilities engineers need to balance technical, economic, environmental, and social factors to deliver optimal solutions for their clients and stakeholders. However, achieving high customer satisfaction can be challenging, especially when dealing with complex and dynamic projects that involve multiple parties, changing requirements, and unforeseen issues. In this article, we will discuss some of the best practices for facilities engineering projects with high customer satisfaction requirements.

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Azher Khan -Facilities Engineer

Senior Facilities Engineer |10+ Years Exp | Project management | Operation management | Trouble shooting | Root Cause…
Dinesh M

Facility Manager

1 Understand customer needs and expectations

The first step to ensure high customer satisfaction is to understand what the customer wants and expects from the project. This involves conducting a thorough analysis of the customer's goals, preferences, constraints, and feedback mechanisms. The facilities engineer should also establish clear and realistic expectations with the customer, and communicate them effectively throughout the project. By understanding customer needs and expectations, the facilities engineer can align the project scope, schedule, budget, and quality with the customer's requirements, and avoid misunderstandings and conflicts.

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Azher Khan -Facilities Engineer

Senior Facilities Engineer |10+ Years Exp | Project management | Operation management | Trouble shooting | Root Cause analysis | MEP | Strategic Planning | Strategic thinking | Critical thinking.
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Companies win or lose based on what percentage of their customers they can keep. Success is largely about the retention of customers, which again depends on the CS level. From my point of view the below mentioned points to be taken care for customer satisfaction in facilities management 1. Time management 2. Quality of work 3. Budget friendly solutions 4. Communication skills 5. Understanding the customer needs 6. Provide options to the customer 7. Take a feedback 8. HSE & Cleanliness

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Rafael Heck Bonagamba, MBA

Engenharia | Manuten??o | Opera??es
(已编辑)
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Quando você está exercendo uma atividade dedicada a satisfa??o do cliente, o principal indicador de perfomance seria o qu?o aderente você está perante a expectativa criada. Se você tem consciência do que é esperado e mede e mantém feedback regular com seu cliente, a taxa de sucesso de seu trabalho certamente será alta. E mesmo assim se tiver dificuldades em estabelecer boas entregas, mantenha a comunica??o clara e objetiva, pois n?o se controla a dire??o do vento que o mercado pode impor, mas pode-se ajustar sempre as velas e recuperar o desvio no percurso.

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Nilanjan Rudra

Executive Assistant to Director & CEO
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For a Facility Service Engineer one has to be knowledgeable in the field of either CIVIL, MECHANICAL or ELECTRICAL. One who has the expertise must expedite and should not advise outside their expertise. I personally think to understand the customer's needs one firstly needs to have enthusiasm and have problem solving attitude. Then only one's expertise will be useful.

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Ernest Dibal

Retired
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In my experience it is very helpful to be in the field be it factory or office environment to talk to the floor or equipment operators to get their insight since they are truly the ends users. They may have insights into how the equipment works and the flow of material into and out of their workspace, Having their input makes for a near perfect outcome and a happy client.

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2 Apply systems engineering principles and standards

The second step to ensure high customer satisfaction is to apply systems engineering principles and standards to the project. Systems engineering is a holistic approach that considers the entire life cycle of a system, from conception to disposal. It involves defining the system's requirements, functions, interfaces, and performance, and designing, testing, verifying, validating, and managing the system. By applying systems engineering principles and standards, the facilities engineer can ensure that the system meets the customer's needs and expectations, as well as the applicable codes, regulations, and best practices.

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Nilanjan Rudra

Executive Assistant to Director & CEO
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The most important features of a good and functioning system are it's defined protocols i. e. the possible parameters are to explained very clearly to the customer and service provider.

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3 Involve stakeholders and end-users

The third step to ensure high customer satisfaction is to involve stakeholders and end-users in the project. Stakeholders are the people or groups that have an interest or influence in the project, such as the customer, the owner, the operator, the contractor, the supplier, the regulator, and the community. End-users are the people or groups that will use or benefit from the system, such as the occupants, the visitors, the customers, and the staff. By involving stakeholders and end-users, the facilities engineer can gain valuable insights, feedback, and support for the project, and ensure that the system meets their needs and expectations.

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Rajkumar A

Chartered Engineer, Retired Maintenance / Project Professional with 36 years of experience
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It is absolutely necessary to involve the customer from the beginning., after all the very purpose of our service is only for them. Any program where the end users are involved, has a high chance of success rate.

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4 Implement quality management and control

The fourth step to ensure high customer satisfaction is to implement quality management and control in the project. Quality management and control are the processes and activities that ensure that the project meets the quality standards and criteria defined by the customer and the facilities engineer. They include planning, executing, monitoring, measuring, reviewing, and improving the quality of the project. By implementing quality management and control, the facilities engineer can ensure that the project delivers the expected value, functionality, reliability, safety, and aesthetics to the customer.

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5 Manage risks and changes

The fifth step to ensure high customer satisfaction is to manage risks and changes in the project. Risks are the uncertainties that can affect the project's objectives, such as technical, financial, operational, legal, environmental, and social risks. Changes are the modifications that occur in the project's scope, schedule, budget, or quality, due to internal or external factors. By managing risks and changes, the facilities engineer can anticipate, prevent, mitigate, or resolve the issues that can impact the project's performance, and ensure that the customer is informed and satisfied with the outcomes.

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6 Seek feedback and improvement

The sixth and final step to ensure high customer satisfaction is to seek feedback and improvement in the project. Feedback is the information and opinions that the customer and other stakeholders provide about the project's performance, results, and satisfaction. Improvement is the action and learning that the facilities engineer takes to enhance the project's quality, efficiency, and effectiveness. By seeking feedback and improvement, the facilities engineer can identify the strengths and weaknesses of the project, and implement the necessary changes and corrections to meet or exceed the customer's expectations.

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Dinesh M

Facility Manager
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Geting the feedback from the coustomer will help to know the expectations. We can find the ways to full fill the coustomer expectations without affecting any other things . This will improve our skills in facility engineer and get more happy customers.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best practices for facilities engineering projects with high customer satisfaction requirements?

1

2

3

4

5

6

7

1 Understand customer needs and expectations

2 Apply systems engineering principles and standards

3 Involve stakeholders and end-users

4 Implement quality management and control

5 Manage risks and changes

6 Seek feedback and improvement

7 Here’s what else to consider

Facilities Engineering

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What are the best practices for facilities engineering projects with high customer satisfaction requirements?

1

2

3

4

5

6

7

1 Understand customer needs and expectations

2 Apply systems engineering principles and standards

3 Involve stakeholders and end-users

4 Implement quality management and control

5 Manage risks and changes

6 Seek feedback and improvement

7 Here’s what else to consider

Facilities Engineering

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