IWFM FM4.15 Managing Customer Service in Facilities Management Assessment 2026

IWFM FM4.15 Assessment

The following assessment tasks have been designed to enable you to demonstrate your knowledge and understanding of this unit.

All tasks must be completed.

It is an important aspect of the assessment that you are able to demonstrate the application of acquired knowledge to appropriate examples of facilities management. You should therefore read the individual tasks carefully in conjunction with the relevant assessment criteria in the unit specification. You should also pay careful attention to the additional guidance (shown in red italics) in the unit specification as this indicates the appropriate level of knowledge required to successfully demonstrate the assessment criteria.

Each task shows the Learning Outcomes(s) and Assessment Criteria in the unit specification that the task has been designed to assess. You should answer each task as it has been set. Compare your answer for each task against the assessment criteria shown to ensure that they have been fully addressed by your answer(s).

Individual tasks must be completed within the word count shown.

(NB. The word count limits shown for individual tasks are provided to ensure that they receive appropriate weighting in your assessment. Please note however that word counts are a limit and not a target).

Task 1 – Customer relationship management

Learning Outcome 01, 02, 03, 05 Your answers must address the Assessment Criteria shown in the following table:

Task 1 comprises four question:

 You may address questions separately or combine them into a single answer for this task. Your answer in either case must fully address the assessment criteria in the table shown above

Word count limit: 1,600

a. Using examples from your present organisation (or one you are familiar with) describe the expectations that the modern business environment places on customer-focused facilities services.

b.    Describe the customer base for the facilities service functions that are delivered within the organisation identified in Task 1a. Differentiate between “clients” and “users”, explaining how these place different customer service demands and challenges on facilities management.

c.    Using examples, explain a facilities manager’s (FM) responsibility for effective customer relationship management in each of the following situations:
i.    An FM managing in-house facilities services
ii.    An FM providing an “intelligent client” function for the delivery of multiple outsourced contracts to their organisation

d.    Explain the relevance of effective customer relationship management (CRM) for an organisation delivering specialist facilities services to multiple clients. Your answer must include how each of the following are addressed by CRM:

i.    Building customer loyalty and confidence
ii.    Protecting customer confidentiality
iii.    Developing and growing the business

Task 2 – Delivering customer service

This task addresses the remainder of Learning Outcomes 01, 02, 03, 05. Your answers must address the Assessment Criteria shown in the following table:

Task 2 comprises three question: You may address questions separately or combine them into a single answer for this task. Your answer in either case must fully address the assessment criteria in the table shown above.
Word count limit: 1,600

a. Using examples from your present organisation (or one you are familiar with) explain how you would determine customer requirements of facilities services, including the communication methods you would use for this purpose.

b. Using the same examples as Task 2a, explain how you would obtain customer feedback on the performance of facilities services, including the communication methods you would use for this purpose.

c. Explain how you would use the information acquired from customer feedback as part of an improvement strategy for facilities services.

Task 3 – Service level agreements

This task addresses the whole of Learning Outcome 04. Your answers must address the Assessment Criteria shown in the following table:

Task 3 comprises two questions: You may address questions separately or combine them into a single answer for this task. Your answer in either case must fully address the assessment criteria in the table shown above.
Word count limit: 800

a. Using a facilities services example from your present organisation (or one you are familiar with) explain the separate stages involved in developing and agreeing a service level agreement (SLA).

b.  Describe the communication and management tools that can be used to monitor and review the SLA identified in Task 3a in its implementation. Explain how “hard” and “soft” data can be collected and used to measure the SLA’s performance standards objectively.

Word count summary

Notes to Learners

1. Remember to always reference each page of your assessment with the Cohort Reference Number and your IWFM Membership Number.
   
   
2. Complete your assessment by addressing each task and assessment criteria by typing directly into the text boxes
   
   
3. Any text which has been copied MUST be accurately referenced to the original source (e.g. Harvard Referencing). Any text which is copied and not referenced is deemed as plagiarism which may result in your work being voided (please refer to the IWFM Malpractice Policy & Procedure). You will be asked to sign a statement to the effect that your assessment is your own work before submission to IWFM for marking.
   
   
4. When presenting your assessment please use font size 12.
   
   
5. Please ensure every page is correctly numbere