Business Center Management – 2nd Annual Conference

6 November, 2013– The Guild of Property Managers and Developers (GMD or GUD) hosted the Second Annual Capacity Building Conference Management of Business Centers in Moscow. Olga Gavrilova, Deputy Account Director at MD Facility Management, appeared with the report dedicated to Facility Management Assessment Methods and Service Standards; Real Estate Benchmarking and Performance Measurement.

The lack of strict service quality evaluation procedures adopted at a number of Russia’s managing agencies is one of the big obstacles faced by business center owners. Emphasizing the importance of the standards Olga Gavrilova represented the Service Quality Control program introduced at MD Facility Management.

Two main criteria are laid down in FM service quality assessment – Customer Satisfaction Index (CSI) and Service Quality Index (SQI). CSI allows for obtaining specific numbers to estimate such emotional factor as customer satisfaction with the service. SQI is calculated by an independent auditor on the base of the regulatory documents issued within the company being assessed. These two criteria together enable to provide comprehensive quantitative and qualitative evaluation of the Facility Management service.