Using examples from your present organisation (or one you are familiar with) describe the expectations that the modern business environment places on customer-focused facilities services.
UNIT ASSESSMENT FRONT SHEET AND PLAGIARISM STATEMENT
Important:
Learners must complete all of the boxes with the relevant details. Assessment submissions may be rejected if any information is omitted.
ASSESSMENT
FM4.15 MANAGING CUSTOMER SERVICE IN FACILITIES MANAGEMENT
Credit Value: 4
Maximum word count for this unit: 4,000 words
The following assessment tasks have been designed to enable you to demonstrate your knowledge and understanding of this unit.
All tasks must be completed.
It is an important aspect of the assessment that you are able to demonstrate the application of acquired knowledge to appropriate examples of facilities management. You should therefore read the individual tasks carefully in conjunction with the relevant assessment criteria in the unit specification. You should also pay careful attention to the additional guidance (shown in red italics) in the unit specification as this indicates the appropriate level of knowledge required to successfully demonstrate the assessment criteria.
Each task shows the Learning Outcomes(s) and Assessment Criteria in the unit specification that the task has been designed to assess. You should answer each task as it has been set. Compare your answer for each task against the assessment criteria shown to ensure that they have been fully addressed by your answer(s).
Individual tasks must be completed within the word count shown.
(NB. The word count limits shown for individual tasks are provided to ensure that they receive appropriate weighting in your assessment. Please note however that word counts are a limit and not a target).
Task 1 – Customer relationship management This task addresses parts of Learning Outcome 01, 02, 03, 05 Your answers must address the Assessment Criteria shown in the following table:
|
Unit |
Learning Outcome |
Assessment Criteria |
|
FM4.15 |
01 |
1.1 |
|
FM4.15 |
02 |
2.1 |
|
FM4.15 |
03 |
3.1 |
|
FM4.15 |
05 |
5.1, 5.2, 5.3 |
Task 1 comprises four question: You may address questions separately or combine them into a single answer for this task. Your answer in either case must fully address the assessment criteria in the table shown above
Word count limit: 1,600
a. Using examples from your present organisation (or one you are familiar with) describe the expectations that the modern business environment places on customer-focused facilities services.
b. Describe the customer base for the facilities service functions that are delivered within the organisation identified in Task 1a. Differentiate between “clients” and “users”, explaining how these place different customer service demands and challenges on facilities management.
c. Using examples, explain a facilities manager’s (FM) responsibility for effective customer relationship management in each of the following situations:
i. An FM managing in-house facilities services
ii. An FM providing an “intelligent client” function for the delivery of multiple outsourced contracts to their organisation
d. Explain the relevance of effective customer relationship management (CRM) for an organisation delivering specialist facilities services to multiple clients. Your answer must include how each of the following are addressed by CRM:
i. Building customer loyalty and confidence
ii. Protecting customer confidentiality
iii. Developing and growing the business
Task 2 – Delivering customer service
This task addresses the remainder of Learning Outcomes 01, 02, 03, 05. Your answers must address the Assessment Criteria shown in the following table:
|
Unit |
Learning Outcome |
Assessment Criteria |
|
FM4.15 |
01 |
1.2 |
|
FM4.15 |
02 |
2.2 |
|
FM4.15 |
03 |
3.2, 3.3, 3.4 |
|
FM4.15 |
05 |
5.4 |
Task 2 comprises three question: You may address questions separately or combine them into a single answer for this task. Your answer in either case must fully address the assessment criteria in the table shown above.
Word count limit: 1,600
a. Using examples from your present organisation (or one you are familiar with) explain how you would determine customer requirements of facilities services, including the communication methods you would use for this purpose.
b. Using the same examples as Task 2a, explain how you would obtain customer feedback on the performance of facilities services, including the communication methods you would use for this purpose.
c. Explain how you would use the information acquired from customer feedback as part of an improvement strategy for facilities services.
Task 3 – Service level agreements
This task addresses the whole of Learning Outcome 04. Your answers must address the Assessment Criteria shown in the following table:
|
Unit |
Learning Outcome |
Assessment Criteria |
|
FM4.15 |
04 |
4.1, 4.2, 4.3, |
Task 3 comprises two questions: You may address questions separately or combine them into a single answer for this task. Your answer in either case must fully address the assessment criteria in the table shown above.
Word count limit: 800
Word count summary
|
Task |
Word limit |
|
Task 1 |
1,600 |
|
Task 2 |
1,600 |
|
Task 3 |
800 |
|
Maximum word count for unit |
4,000 |
NOTES TO LEARNERS
- Remember to always reference each page of your assessment with the Cohort Reference Number and your IWFM Membership Number.
- Complete your assessment by addressing each task and assessment criteria by typing directly into the text boxes
- Any text which has been copied MUST be accurately referenced to the original source (e.g. Harvard Referencing). Any text which is copied and not referenced is deemed as plagiarism which may result in your work being voided (please refer to the IWFM Malpractice Policy & Procedure). You will be asked to sign a statement to the effect that your assessment is your own work before submission to IWFM for marking.
- When presenting your assessment please use font size 12.
- Please ensure every page is correctly numbered.
FM4.15 Evidence Checklist Before You Start
FM4.15 Managing Customer Service in Facilities Management requires examples from the learner’s present organisation or another organisation they know well. Before writing, prepare a small evidence pack. This prevents the assessment from becoming a general discussion of customer service.
| Part of the brief | Workplace evidence to prepare |
|---|---|
| Task 1: Customer relationship management | A short service profile showing what is delivered in-house and what is outsourced; a list of clients, users and other customer groups; an organisation chart or responsibility matrix; examples of customer reporting; and the organisation’s approach to handling confidential customer information. |
| Task 2: Delivering customer service | Records used to identify customer requirements, such as service requests, consultation notes or needs assessments. Collect feedback evidence separately, including surveys, complaints, audit findings, helpdesk records and meeting minutes. Also identify one completed or proposed service improvement and the evidence used to justify it. |
| Task 3: Service level agreements | The relevant SLA or service specification, KPI reports, audit results, escalation records and review-meeting notes. Prepare at least one example of hard data, such as response time or repeat failures, and one example of soft data, such as customer comments or confidence in the service. |
Check the Evidence Before Using It
- Record where each item came from and when it was produced.
- Remove employee, customer, supplier and organisation names where confidentiality applies.
- Do not upload private contracts, complaint records or personal information with the assessment unless permission has been given.
- Separate evidence of customer requirements from evidence collected after the service was delivered.
- Check that every improvement mentioned can be traced back to a complaint, trend, audit result, meeting or other identifiable source.
This checklist does not replace the assessment criteria. It helps the learner confirm that each part of the FM4.15 brief can be supported with appropriate workplace evidence rather than unsupported statements.
Students who require further help with their unit brief can use our IWFM assignment help.
