Quality Management & Customer Service in FM

Date: 19 April 2018

Venue: Westgate Business District, 24 Preciziei Blvd., Building B2, the Library 

About the course:  How can the principles and theories of quality management be applied to improve FM services?We critically examine tools and techniques of quality management that contribute to individual, team and organisational performance, and the way quality standards and accreditation schemes impact on FM.

How do we nurture existing customer relationships and win new ones?

We review strategies for improving service to customers, clients, end-users and stakeholders, focusing on improvement within the wider context of successful service relationships.

Course content:

By the end of this interactive one-day course you will be able to:

  • Evaluate the effectiveness of quality systems and approaches;
  • Develop and implement strategies for improving customer service and relationships;
  • Understand the appropriate standards and accreditation;
  • Implement good practice in customer service;
  • Identify and satisfy stakeholders and manage long term relationships;
  • Review customer retention and acquisition strategies;

This course includes a high level of group work, discussion, peer-to-peer debate and exercises enabling delegates to engage with the issues in a lively and interactive learning style. Theories and approaches are brought to life with up-to-date real life examples of good and bad practice, which illustrate the practical applications of tools, processes and techniques. Delegates also go away with a detailed background reading list.


08.30 Registration, Tea & coffee on arrival

09.00 Welcome & Introduction

09.15 Principles and Theories of Quality Management

Quality strategy, quality assurance and control

10.00 Tools and Techniques

Quality management of individual, team and organisational performance

10.45 Tea and coffee
11.00 Effective Quality Systems

Designing systems and procedures to achieve consistent excellence

11.45 Quality Standards and Accreditation

Assessing the impact of models on the FM function

12.30 Lunch
1330 Improving Customer Service

What makes good service? Strategies for improvement

15.00 Tea and Coffee
1515 Managing Customer Relationships

Who is the customer? New relationships, retention and troubleshooting

16.45 Summary and Conclusions

17.00 Close


How to attend

For more information please send us an e-mail at office@rabo.org.ro, or call 021.403.41.20.


310 Euro+VAT for RABO Members

355 Euro+VAT for non-members


The course trainer:

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