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Marcel Broumels  NHTV university of applied Sciences, The Netherlands  page  01 Experience level agreement project “FOM SE...
Marcel Broumels  NHTV university of applied Sciences, The Netherlands  page  02 “ Can the Facility Manager improve his rel...
Qualitative research in the Netherlands - Research in Dutch Facility management work field by means of expert interviews. ...
Marcel Broumels  NHTV university of applied Sciences, The Netherlands  page  04 Participating companies
Marcel Broumels  NHTV university of applied Sciences, The Netherlands  page  05 Laddering results; based on the relationsh...
Marcel Broumels  NHTV university of applied Sciences, The Netherlands  page  06 The environment
Marcel Broumels  NHTV university of applied Sciences, The Netherlands  page  07 Ambition & Responsibility
Marcel Broumels  NHTV university of applied Sciences, The Netherlands  page  08 Professionalism
Marcel Broumels  NHTV university of applied Sciences, The Netherlands  page  09 Support
Conclusion <ul><ul><li>Facility managers focus on  </li></ul></ul><ul><ul><li>- delivering the best services for the lowes...
Authenticity Co-creation Shared-values Positivity Reactive to pro-active Identity FM department Marcel Broumels  NHTV univ...
Marcel Broumels  NHTV university of applied Sciences, The Netherlands  page  07 Questions? Please do not hesitate to ask.....
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Conference copenhagen 29th of may 2008 experience level agreement

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A presentation on the international research project called: 'experience level agreement' at a conference in Copenhagen.

Published in: Business, Education, Technology
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  • Transcript of "Conference copenhagen 29th of may 2008 experience level agreement"

    1. 1. Marcel Broumels NHTV university of applied Sciences, The Netherlands page 01 Experience level agreement project “FOM SERVICES TO EXPERIENCES” 28 th of March 2008, Copenhagen
    2. 2. Marcel Broumels NHTV university of applied Sciences, The Netherlands page 02 “ Can the Facility Manager improve his relationship with the customer by looking further into the real (subconscious) experiences & expectations from his end-user?” General research question;
    3. 3. Qualitative research in the Netherlands - Research in Dutch Facility management work field by means of expert interviews. - Laddering interviews by fifteen participants of four different types of organisations in the Netherlands. Research approach Marcel Broumels NHTV university of applied Sciences, The Netherlands page 03 Qualitative research in Belgium, England, Scotland and Spain Research in foreign countries to include important data which is based on working from the experience perspective.
    4. 4. Marcel Broumels NHTV university of applied Sciences, The Netherlands page 04 Participating companies
    5. 5. Marcel Broumels NHTV university of applied Sciences, The Netherlands page 05 Laddering results; based on the relationship with FM
    6. 6. Marcel Broumels NHTV university of applied Sciences, The Netherlands page 06 The environment
    7. 7. Marcel Broumels NHTV university of applied Sciences, The Netherlands page 07 Ambition & Responsibility
    8. 8. Marcel Broumels NHTV university of applied Sciences, The Netherlands page 08 Professionalism
    9. 9. Marcel Broumels NHTV university of applied Sciences, The Netherlands page 09 Support
    10. 10. Conclusion <ul><ul><li>Facility managers focus on </li></ul></ul><ul><ul><li>- delivering the best services for the lowest cost, </li></ul></ul><ul><li>- controlling their performance, - informing and measuring their own products </li></ul><ul><ul><li> and services in relation with their end-user </li></ul></ul>Marcel Broumels NHTV university of applied Sciences, The Netherlands page 10 This implicates that the facility management department needs to focus on using products and services as tools to create supportive experiences towards the end-user next to delivering them. <ul><ul><li>By contrast, the end-users showed high interest </li></ul></ul><ul><ul><li>in the total experience of the facility management department </li></ul></ul>
    11. 11. Authenticity Co-creation Shared-values Positivity Reactive to pro-active Identity FM department Marcel Broumels NHTV university of applied Sciences, The Netherlands page 11 Issues that seem to influence a supportive experience, in the opinion of the project group;
    12. 12. Marcel Broumels NHTV university of applied Sciences, The Netherlands page 07 Questions? Please do not hesitate to ask..!! or visit my website.. Marcel Broumels [email_address] http://www.broumels.com
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