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Facilities management help desks

By D. May

Abstract

Purpose – The purpose of this paper is to provide an exploratory look at facilities and estates management help desks in four different case study organisations. <p></p>\ud \ud Design/methodology/approach – A case study methodology was adopted, with semi-structured interviews and observations as the principal methods to collect data. <p></p>\ud \ud \ud \ud Findings – The findings suggest that the key factors for the success of a facilities management (FM) help desk include mapping out all customer requirements, recruiting the correct operating staff, ensuring an appropriate working environment and client communication once the help desk is operational. <p></p>\ud \ud \ud \ud Originality/value – At the time of the study there had been relatively little research completed focusing specifically on FM help desks. The paper will be of value to facilities and property managers who are considering implementing a help desk service

Year: 2010
OAI identifier: oai:shura.shu.ac.uk:3010

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Citations

  1. (2003). Business Research: A practical guide for undergraduate and postgraduate students 2nd edition, Palgrave, Hampshire Hakim,
  2. (1994). Case Studies&quot;,
  3. (2000). FM Service Centre Implementation at Bassetlaw District General Hospital,

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