CFM Quality and Performance Management 2

Question 1

A balanced scorecard for facility management typically includes which four perspectives?

Accepted Answer

Financial, Customer, Internal Process, Learning & Growth

Answer

The Kaplan-Norton balanced scorecard framework uses Financial, Customer, Internal Process, and Learning & Growth perspectives to give a holistic performance view.

Question 2

What does the term 'service level agreement' (SLA) define in an FM context?

Accepted Answer

The minimum acceptable performance standards for contracted services

Answer

An SLA formally documents the expected service levels, response times, and performance metrics that a service provider must meet.

Question 3

Which quality management methodology uses Define, Measure, Analyze, Improve, and Control phases?

Accepted Answer

Six Sigma DMAIC

Answer

Six Sigma's DMAIC methodology provides a structured data-driven approach to eliminating defects and reducing process variation.

Question 4

Energy Use Intensity (EUI) is expressed in which unit?

Accepted Answer

BTU per square foot per year

Answer

EUI is measured in British Thermal Units (BTU) per gross square foot per year and is the standard metric for comparing building energy performance.

Question 5

A customer satisfaction survey returns a Net Promoter Score (NPS) of +45. How should the FM director interpret this?

Accepted Answer

More promoters than detractors exist, indicating strong satisfaction

Answer

An NPS of +45 means promoters significantly outnumber detractors, which is generally considered a good to excellent score for internal FM services.

CFM - Certified Facility Manager Practice Test

CFM - Certified Facility Manager Practice Test

CFM Quality and Performance Management 2