Client Care

Question 1

What is the ISO related to QMS?

Answer 1

ISO 9000 and ISO 9001

Question 2

You say about a KPI to agree the FA below the Contract Sum. Does that not mean you could make assessments that weren’t fair and reasonable because you were looking to save money; even if at the Contractor’s expense

Answer 2

No, I always aim to make assessments that are fair and reasonable, this incentive means I actively pursue value engineering targets.

There are also provisional sums used as “Contingency” to allow for any Client change.

Question 3

What is Client Care to you?

Answer 3

Client care is about acting in the best interest for your Client and providing a good quality service with the hope of obtaining repeat business.

Question 4

What are KPI’s?

Answer 4

Key Performance Indicator’s.

Question 5

Can you provide some examples of a KPI used in Construction?

Answer 5

1) Number of defects / snags
2) Construction cost overrun
3) Achieving programme milestones
4) Environmental scoring

Question 6

Why is it important to maintain existing Client relationships rather than building new ones?

Answer 6

1) A large % of commissions are secured through repeat business.
2) Maintain and building existing relationships will promote a positive image for the individual & company.

Question 7

What are some QMS systems you have implemented on your project?

Answer 7

1) Project Execution Plans (PEP’s)
2) Project Control Plans (PCP)
3) Contractor Payment Schedules
4) Procedural Checklists
5) Using standard templates