Adrian,
Thank you very much for this. The churn factor in our organisation in
Dubai, being dynamic and continually growing, is about one move per week
within existing offices and we have a take up in newly built offices (or
newly leased offices) of about one a quarter.
The "yes" and "no" questionnaire is a good idea and I think that I will work
along those lines, giving the pro-forma to those departments that have
recently completed moves.
We also have a workload outside the country of around ten sets of
office/sales outlets per annum. Can implement this in those locations too.
What do you guys think about getting feedback from external customers? A
great many of our properties cater for the general public - we need to
attract them into our premises (apart from those that already use us as
repeat business); we need to be able to make them comfortable and to
generally make purchasing an airline ticket an enjoyable experience. That
may sound as though it's easy but in places like Tehran, for example, it is
not that easy since to buy an airline ticket people are sent around in
loops. Customers need to first book a ticket, then go to a bank to get
foreign currency (half the ticket is paid in US Dollars, despite what the
West hears the US [at least the greenback] is still very popular there)
based on a booking. They then have to come back to the airline and pay for
the ticket and then go back to the bank and prove that they've paid. Quite
stressful, especially since the Iranian authorities are IT shy. The whole
process of buying an airline ticket in Tehran used to take about three
hours.
We overcame that when we relocated and moved into our own building last year
by moving the banks into our premises, placing hospitality areas in the
sales outlet so that they can be comfortable whilst all the rigmarole with
foreign exchange is sorted. I am sure that we would get good feedback from
there but is it appropriate to ask customers or should we confine this to
our Area Managers?
Also, I was looking for some input to assist me in putting together
something for the RICS for the unit that I shall be heading. Of course, I
have my own ideas on this but would very much welcome suggestions on this.
Thank you all for your help and the very interesting articles that are
circulated.
Best regards,
Patrick
-----Original Message-----
From: Adrian Higginbotham [SMTP:[log in to unmask]]
Sent: Monday, November 22, 1999 2:01 PM
To: [log in to unmask]
Subject: re post occupancy evaluation
Hi all,
a possible approach for you Patrick
When I worked for Greater Manchester Police Force staff occasionally
filled
in workspace evaluation forms.
these were not too lengthy, about 20 questions at most I think, and
were
sent round fairly infrequently, less than once a year, tp prevent
people
becoming disillustioned with the process.
questions were of 2 types, yes/no questions "are you comfortable
with" "are
you satisfied . . . " "do you have wrist support / suitable seat /
..."
yes/no questions were used rather than a scale of satisfaction such
as A
very satisfied / E very unsatisfied as these tended to result in
vague
results, "most people are moderately happy".
the other sort of questions asked for approximate distances such as,
distance from nearest window, bathroom, next workspace etc.
this gave good overall results and showed up any problem areas.
I realise distributing questinnaires to a workforce as large as that
you
are dealing with would be problematic but its something to think
about,
maybe deal with a different department every 3 or 6 months.
Adrian Higginbotham:
S U R F A C E
Salford University, Research Focus on Accessible Environments.
tel> 0161 2954939.
if a pig looses his voice is he disgruntled?
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