This questionnaire is part of an MSc research project being conducted by Abdur Rahman Farooq at the University of Hull, United Kingdom. The study investigates how Lean methodologies and the Cost of Quality (CoQ) framework can be effectively applied to enhance efficiency, reduce operational waste, and improve service quality within the field of Facility Management (FM).
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Lean is a process improvement philosophy focused on streamlining workflows, eliminating non-value-added activities, and improving reliability in service delivery.
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Cost of Quality (CoQ) is a systematic approach to identifying and analyzing quality-related costs, grouped into four key categories:
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Prevention Costs – Proactive measures to avoid quality issues (e.g., staff training, preventive maintenance).
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Appraisal Costs – Costs incurred to assess and monitor quality (e.g., inspections, audits).
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Internal Failure Costs – Losses due to problems detected before reaching the customer (e.g., rework, service delays).
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External Failure Costs – Losses from issues experienced by the end user (e.g., complaints, SLA breaches).
Your responses will contribute to developing practical, evidence-based strategies for improving FM performance using these frameworks.
All information provided will remain strictly confidential and is used solely for academic research purposes.