Client Care Flashcards
(21 cards)
How do you establish a clients requirements
- Client Questionnaires.
- Key Performance Indicators.
- Pre-start meetings.
- Benchmarking.
- Good, clear communication.
What typically makes up a clients brief
A clients breif depending on how developed it is will often contain 6 main things;
A description of the client Site information Spatial requirements Technical requirements Component requirements Project requirements and other issues
What is PI insurance
Professional indemnity insurance is an type of business insurance, especially for businesses that give advice or provide a professional service to clients. It can cover compensation claims if a business is sued by a client for making a mistake that leads to financial loss.
How is the minimum amount of PI cover established
The minimum amount of your PII is determined by your firms annual turnover e.g. £100,001 to £200,000 turnover requires a PII of £500,000.
What is run-off cover
PII run off insurance is required so that you are covered in the event there is a claim against you after leaving the practice/profession.
Merrett v Babb Employees are personally liable for professional advice
How are fees calculated
Fees are calculated depending on various factors; Project budget, type of client, residential/commercial, historic or listed buildings, newbuild/conversion, economic climate. Below list a few ways in which fees are calculated.
Time charge - Hour rates are provided to the client.
Percentage - Each consultant will receive a percentage of the total project budget.
Fee Bid - based upon previous experience of the bid author they bid a lump sum for the desired works.
What are KPIs
Key Performance Indicators (KPIs) are targets which a project or a company can benchmark its performance
What can KPIs be used for
- Monitor costs.
- Track progress.
- Assess client satisfaction.
- Identify strengths and weaknesses.
- Compare performance across and between projects.
- Assess specific areas of a project
What are some examples of KPI
- Cost vs. budget during a specific time period.
- Project progress relative to milestones.
- The number of complaints.
- The number of incidents/accidents.
- The use of materials.
- The number of defects.
- The number of variations.
When are KPIs established
KPIs are identified in tender documentation and that the regular provision of the information required to assess them is a requirement of the contract.
What is a stakeholder
The term ‘stakeholder’ refers to anyone that has an interest in a project and can influence its success.
Who are typical stakeholders
The Client The Community Statutory Authorities Special interest groups Service Suppliers The emergency services
How do you assess the stakeholders of a project
As stakeholders can influence the success of a project, it is very important that they are identified as early as possible and that their potential influence is systematically assessed. This can be assessed by a stakeholder map or stakeholder matrix. A stakeholder map allows a plan to be developed for how to manage the involvement of different stakeholder groups.
What does a stakeholder map assess.
The likely impact of the development on the stakeholder.
The issues that they will have an interest in.
Their likely position.
Their ability to influence the development.
Their potential impact on the project.
Potential mitigating actions
What is a standard form of appointment
A form of appointment is the means by which a consultant is appointed to a project. It is important the terms of the appointment are set out in writing as soon as is practically possible, defining the scope of services that are likely to be required and the fee that will be charged for those services.
What standard forms do the RICS offer
The RICS offer Standard forms of appointment including;
- Consultant appointment Standard/short/designated
- Technical due diligence services
- Contract administration services
- Reinstatement cost analysis services
- Quantity Surveying services
- Project Management services
- Employers Agent services
- Principle designer services
What do appointment forms typically contain
- A brief description of the project.
- A scope of work to be undertaken.
- The fee (excluding VAT).
- The date for the start of work
- The amount of professional indemnity insurance cover required for the project.
- A statement confirming that unresolved disputes will be settled by adjudication under English Law.
What are Benefits of using a standard form
- Provides clarity, comfort and protection to parties.
- Avoids misunderstandings and disputes.
- Defines fees and provisions for payments.
- Clarifies copyright position.
- Fair and reasonable allocation of risks between parties,
- Less expensive and more convenient.
- Current industry practices, procurement and legislation.
- Proven legal basis in case law.
What is an options appraisal
Options appraisals are undertaken following the completion of feasibility studies. Their purpose is to assess a number of potential options before developing a concept design for the preferred option.
What does an options appraisal contain
- A general description of the options.
- Diagrammatic sketch layouts.
- Assessment of compatibility with the clients vision,
- Assessment of the overall feasibility of each option.
- Potential for future-proofing.
- Planning permission issues.
- Sustainability considerations.
- Impact on the local community and environment.
- Value management exercises.
- Whole-life costs with rudimentary costs/sqm,
- Time-frames, phasing and key milestones.
- Procurement route.
- Risks.
- Recommendations.
What happens following an options appraisal
Once the options have been reviewed the preferred option can be developed further by conducting the following;
- An assessment of the risks
- Consultations with the local authority e.g. Planning, Building control, Heritage England e.t.c
- Initial cost appraisals
