Client Care Level 2

Question 1

Can you provide some examples of the quality management systems you have implemented on your projects?

Answer 1

• using standardised contract administration forms
• reporting templates
• procedural checklists

Question 2

How do you calculate your professional fees?

Answer 2

• at the outset ensure I understand my requirements in terms of project scope and my scope of service
• Identify the activities I will need to carry out
• Identify the level of resource required
• assess the duration required to complete the activities identified
• utilise DSB’s fee template to apply an hourly rate against the identified duration
• review the total fee against historic projects of a similar nature as a benchmark before issuing to my director for approval

Question 3

At your weekly meetings with the client and client estates manager, did you identify any issues and how did you tackle them?

Answer 3

• identified a scheme which needed to happen in the next 2 weeks
• standard process was we receive costs 6 weeks before SOS, but this could not happen
• we arranged a pre-release order (letter of intent) to enable contractors to sort labour and secure materials in time