BCO Guide To Poe

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Notes on slide 1

Aimed at office occupiers, developers, designers and operators I hope the FMs amongst us appreciate the post trolley on the first page

In every walk of life we are now asked to provide feedback on the service, I even get asked when I order a mug of coffee (particularly an expensive mug of coffee) Sometimes the feedback does not lead to much but it is mostly used to inform he product or help deal with a complaint In 1998 in Rethinking Construction, Sir John Egan observed that the best companies are customer focussed and actively seek feedback from their customers whereas those involved in designing and developing offices conduct little research on what the end-user requires and have no standard process for gauging their customer’s satisfaction.

Let me introduce you to Wolfgang Preiser, quite a character, calls himself a building pathologist – father of POEs, since 1950s POE is a rigorous methodology – not anecdotal And about meeting the business needs of the occupier, not necessarily building defects Exterior insulating foam system (EIFS)

Occupied buildings – pre and post project, pre-occupancy = building appraisal

Measure and show achieved value using a baseline Were objectives met – all different views and success criteria – what of client

We need to evolve our buildings Learn from mistakes as well as successes and share Keep wolf from the door

Involve occupants in the design process – particularly how it will support their work and day to day needs Not stifling creativity, architect to challenge, and not designing by occupant or committee Don’t want a Homer’s car – ugly and expensive, but use the good bits

Avoid complaints, regular short surveys Hopefully wont design like this

Buy in and ownership from staff is key to a succesful project Less likely to complain if feel input to design plus understand the why certain design decisions made

Some people don’t like or have the mechanism to complain – too late anyhow What are they afraid of revealing – is it already known Electronic surveys are inexpensive and quick POE is not about defects or liability, this is known at commissioning stage or prior to PC. Does building work for the business Usually harmonious and leads to more work Occupier should measure value Questions are light and not usually contentious

We live in a world of metrics and KPIs Probably heard of 3Es Health and safety key metric for some companies, also absenteeism etc Economic worth separating out from space – TCO Environment now deserves its own category and metrics Value – quality and cost Range of metrics – queues at airports is a metric of how the building is performing – but not the only one and need to use it several times

The Guide covers some of the common POE methods with a focus on occupant feedback

Many methods exist, don’t think you have to invent your own However, if you do then the guide covers how to go about it These are methods either known to BCO and members

Analysed 20 different surveys These are key topics New ones creeping in Did not want to be prescriptive and provide a single method – plenty of BCO members have a good method already

On inside of front cover are key tips Either pilot or use tried and tested Pre and post project survey What id best way of obtaining feedback Who from – sample – better go to all occupants if not then sample Good invite essential to get a good response Good objectives means a good survey design Present at right level to audience