Facilities Change Management

In a time when quality of service matters more than ever to customers, few appreciate the pivotal role that facilities management can play to achieve this. In this book, Eddy Finch examines the factors that influence customer satisfaction and organisational effectiveness within the workplace and shows how facilities management can help ensure that high quality of service is achieved. The uniqueness of this book is that it brings together a diversity of know-how - from areas such as environmental psychology, business economics, human relations, consumer behaviour - that can fundamentally change the way facilities are managed. It examines the growing complexities of customer interfaces and how virtual and physical processes need to be coordinated. It shows how customer perception is determined by the environment and engagement within that environment. Through case studies, it examines the design and operational issues that influence customer perception, drawing lessons not only from the retail sector but from health, prison service and many other sectors.

Edward Finchis Professor of Facilities Management in the School of the Built Environment at the University of Salford. With a background of over twenty years of academic involvement in the discipline of facilities management, he is co-ordinator for the CIB International Working Party in Facilities Management (CIB W070) and Editor-in-Chief of Facilities – a leading peer reviewed academic journal in the area of facilities management.

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