Quality and Performance Management Flashcards
6 cards from real CFM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Quality and Performance Management flashcards as text
A balanced scorecard for facility management typically includes which four perspectives?
Answer: Financial, Customer, Internal Process, Learning & Growth
The Kaplan-Norton balanced scorecard framework uses Financial, Customer, Internal Process, and Learning & Growth perspectives to give a holistic performance view.
What does the term 'service level agreement' (SLA) define in an FM context?
Answer: The minimum acceptable performance standards for contracted services
An SLA formally documents the expected service levels, response times, and performance metrics that a service provider must meet.
Which quality management methodology uses Define, Measure, Analyze, Improve, and Control phases?
Answer: Six Sigma DMAIC
Six Sigma's DMAIC methodology provides a structured data-driven approach to eliminating defects and reducing process variation.
Energy Use Intensity (EUI) is expressed in which unit?
Answer: BTU per square foot per year
EUI is measured in British Thermal Units (BTU) per gross square foot per year and is the standard metric for comparing building energy performance.
A customer satisfaction survey returns a Net Promoter Score (NPS) of +45. How should the FM director interpret this?
Answer: More promoters than detractors exist, indicating strong satisfaction
An NPS of +45 means promoters significantly outnumber detractors, which is generally considered a good to excellent score for internal FM services.
Which document formally records the planned versus actual performance of an FM service over a reporting period?
Answer: Performance scorecard
A performance scorecard captures planned targets against actual results across defined KPIs, enabling trend analysis and accountability.