Criteria and processes of handling customer complaint in facility management

Handling customer complaint is one of an important activity in delivering Facility Management services. Facility Management main elements are people, place, process and technology. Dealing with people is the most challenging part as different people may have different need, different background, dif...

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Main Author:	Omar, Amir Farid
Format:	Thesis
Language:	English
Published:	2013
Subjects:	HD28 Management Industrial Management
Online Access:	http://eprints.utm.my/id/eprint/33113/1/AmirFaridOmarMFGHT2013.pdf
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id	my-utm-ep.33113
record_format	uketd_dc
spelling	my-utm-ep.331132017-09-14T05:51:53Z Criteria and processes of handling customer complaint in facility management 2013-01 Omar, Amir Farid HD28 Management. Industrial Management Handling customer complaint is one of an important activity in delivering Facility Management services. Facility Management main elements are people, place, process and technology. Dealing with people is the most challenging part as different people may have different need, different background, different character and different level of expectation. This study is aimed with two objectives; first, to identify the criteria and secondly, to identify what are the processes involve in handling customer complaint. The importance of this study is crucial if the Facility Management Services is outsourced in order to benefit the added value while enable the related agency to focus to its main core business. In this study, a sample of criteria is obtained from a certified process of one of Facility Management Service Provider in Malaysia. The work order form that has been established indicates that certain information is important to be taken so that it can be analysed at the end of the day. The processes of handling customer complaint are also taken from the same organisation, with some more processes identified from literature. The finding indicates that 90 percent of the criteria are acceptable, while all 100 percent of the processes are also acceptable. This means that the organisation has successfully identified important criteria and processes in handling customer complaint which may be applicable to other organisation without many changes. 2013-01 Thesis http://eprints.utm.my/id/eprint/33113/ http://eprints.utm.my/id/eprint/33113/1/AmirFaridOmarMFGHT2013.pdf application/pdf en public masters Universiti Teknologi Malaysia, Faculty of Geoinformation and Real Estate Faculty of Geoinformation and Real Estate
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD28 Management Industrial Management
spellingShingle	HD28 Management Industrial Management Omar, Amir Farid Criteria and processes of handling customer complaint in facility management
description	Handling customer complaint is one of an important activity in delivering Facility Management services. Facility Management main elements are people, place, process and technology. Dealing with people is the most challenging part as different people may have different need, different background, different character and different level of expectation. This study is aimed with two objectives; first, to identify the criteria and secondly, to identify what are the processes involve in handling customer complaint. The importance of this study is crucial if the Facility Management Services is outsourced in order to benefit the added value while enable the related agency to focus to its main core business. In this study, a sample of criteria is obtained from a certified process of one of Facility Management Service Provider in Malaysia. The work order form that has been established indicates that certain information is important to be taken so that it can be analysed at the end of the day. The processes of handling customer complaint are also taken from the same organisation, with some more processes identified from literature. The finding indicates that 90 percent of the criteria are acceptable, while all 100 percent of the processes are also acceptable. This means that the organisation has successfully identified important criteria and processes in handling customer complaint which may be applicable to other organisation without many changes.
format	Thesis
qualification_level	Master's degree
author	Omar, Amir Farid
author_facet	Omar, Amir Farid
author_sort	Omar, Amir Farid
title	Criteria and processes of handling customer complaint in facility management
title_short	Criteria and processes of handling customer complaint in facility management
title_full	Criteria and processes of handling customer complaint in facility management
title_fullStr	Criteria and processes of handling customer complaint in facility management
title_full_unstemmed	Criteria and processes of handling customer complaint in facility management
title_sort	criteria and processes of handling customer complaint in facility management
granting_institution	Universiti Teknologi Malaysia, Faculty of Geoinformation and Real Estate
granting_department	Faculty of Geoinformation and Real Estate
publishDate	2013
url	http://eprints.utm.my/id/eprint/33113/1/AmirFaridOmarMFGHT2013.pdf
_version_	1747816082544001024

Criteria and processes of handling customer complaint in facility management

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