MADE FOR PURPOSE – DELIVERING THE VALUE

Asking the customer is the one true test of success and ‘value for money’ of a building.

There are various techniques, often referred to as post occupancy evaluation (POE) such as workshops, one to one meetings (or interviews), questionnaires and ‘expert’ audits.  The key thing to remember is to ask about, and evaluate, performance and feed recommendations back into continuous improvement activities for both operation and design teams.

What are the pros and cons of each technique?

One to one meetings – typically facilitated by an independent/impartial professional over an informal cup of coffee!

Questionnaire surveys – typically administered by an independent/impartial professional either via the internet or in paper format

Focus groups and workshops – typically involving a focus group for a two to three hour workshop facilitated by an independent/impartial professional

‘Expert’ audits – a performance appraisal typically involving members of the FM/maintenance team and/or the design team


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