Introduction to Facilities Management Contents Page Part 1 Chapter 1.What is Facilities Management? Chapter 2.Facilities Management Support Services Chapter 3.Maintenance Strategies Chapter 4.Service Delivery Models Chapter 5.Management functions within FM Part 2 Chapter 1.Clients, Customers, Stakeholders and Users Chapter 2.The Interests of Different Stakeholder Groups Chapter 3.

Assessing Customer Needs and Customer Satisfaction Chapter 4.Management Data for Monitoring Customer Satisfaction Chapter 5.The Causes of Customer Dissatisfaction Chapter 6.Resolving Customer Satisfaction Issues Chapter 7.Customer Perception and Communication Part 3 Chapter 1. What are specifications of Service? Chapter 2.Identifying Requirements and Drafting Specifications Chapter 3.Quotations, Tendering and Framework Agreements Chapter 4.

Ensuring Integrity in the Procurement Process Chapter 5.Contracts and Contractual Arrangements Chapter 6.Different Types of Contract Chapter 7.Managing Contracts Chapter 8.Managing Poor Goods and Service Delivery.