Meeting/Event Information

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Brainy Bite July 2013


July 24, 2013 | 11:30 AM - 1:00 PM
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Brinks Hofer Gilson & Lione Conference Room | 455 N. Cityfront Plaza Dr., Suite 3600
Chicago, IL 60611

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.


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