Meeting/Event Information

Click here to view the National IFMA Headquarters Events page.

Brainy Bite July 2013

 

July 24, 2013 | 11:30 AM - 1:00 PM
Add to Calendar

 

Brinks Hofer Gilson & Lione Conference Room | 455 N. Cityfront Plaza Dr., Suite 3600
Chicago, IL 60611
http://www.usebrinks.com
Directions

Note:  Location Change made 7-9-13!

The presentation will exam the FM discipline with a specific focus on how we maximize customer feedback.  It will look at the notion of working in 'the social age' where people are judged based on peer reviews rather than direct marketing.  FM is centred on people, but how much do we know and use their feedback to influence service delivery?  How do we measure customer satisfaction?  How often do we do this?  How do we report on customer satisfaction?  How do we engage our employees in the process? 

Learning Objectives

  1. To appreciate the importance of customer viewpoints in FM
  2. To understand the basic concepts of customer satisfaction
  3. To critically discuss the ways in which we can capture customer feedback to improve service delivery

 

NOTE: Brainy Bites are a no-charge program for Chicago Chapter IFMA members.  A current member may bring a guest to the program.  A $20.00 No-Show Fee applies and no-shows will be invoiced.

About the Speaker - Dr. Matthew Tucker

Matthew is a Senior Lecturer in Facilities Management at Liverpool John Moores University, UK. Matthew's background is in service improvement and specializes in strategic FM research, with a particular focus on customer satisfaction, environmental sustainability, organizational behavior, and workplace productivity.

Matthew recently won the first ever Royal Institution of Chartered Surveyors (RICS)-Fulbright Award 2012-13, enabling him to undertake a research project on customer satisfaction in the US. Matthew has published several papers in internationally recognized journals and completed his PhD developing a customer satisfaction system for facilities management. He regularly presents at internationally recognized facilities management conferences.

He has vast editorial experience and has assisted in editing the Journal of Facilities Management (Emerald Publications) for the past few years and sits on various Editorial Advisory Boards. Matthew is currently the Associate Editor for 'Facilities', the top academic journal publication in the FM industry.

Matthew is a Certified Member of the British Institute of Facilities Management (CBIFM) and is Co-Chair of the BIFM Merseyside Network. Matthew is also a Member of the Chartered Management Institute (MCMI).

Matthew was also the most nominated FM World Rising Star 2012 and featured in the FMX Magazine 40-under-forty list 2012.

Specialties: Strategic facilities management, service improvement, customer satisfaction, organizational behavior, environmental sustainability, workplace productivity.

SUPPORT ALMOST HOME KIDS YEAR ROUND

CLICK HERE and Learn More About Our Charity Partner  

 

Register

$0.00 Chicago Member Registration

$0.00 Guest Registration

$0.00 Northern Illinois Member Registration

Future Meetings

Virtual Happy Hour

 

May 12, 2021
5:30 PM to 6:30 PM

 

Zoom Webinar
After registering, participants will receive an email the day of the event with a calendar invite and virtual meeting credentials.

Drop in for for cocktails and conversation with IFMA Chicago members, colleagues, and friends. BYOB of course!

Register Now View Details ▶


May 2021 Program

 

May 20, 2021
11:30 AM to 1:00 PM

 

Zoom Webinar
After registering, participants will receive an email the day of the event with a calendar invite and virtual meeting credentials.

What would the world look like if we could regenerate our communities and eco-systems? Register and learn more!

Register Now View Details ▶


June 2021 Virtual Program

 

June 03, 2021
11:30 AM to 1:00 PM

 

Zoom Webinar
After registering, participants will receive an email the day of the event with a calendar invite and virtual meeting credentials.

what will the ‘new normal’ look like for the built environment? And how should building owners and facility managers prepare for our post-COVID-19 comeback.

Register Now View Details ▶