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FM academic picks up Fulbright-RICS award

27 February 2012

Dr Matthew Tucker, senior lecturer in FM at Liverpool John Moores University, has been awarded the first Fulbright-RICS Research Award.

The Fulbright-RICS Research Award is given to one outstanding academic or professional each year to undertake research into different aspects of land, property and the built environment in the US.

Tucker will work for four months in the US next year, linking in with Professor Kathy Roper from the Georgia Institute of Technology.

His research project will be about measuring FM performance through customer and employee engagement, “a framework for improving customer perception of service delivery”.
Tucker’s research will develop a customer performance measurement system for FM, focusing on how it can diversify into the US FM sector. It is hoped that this will help promote the strategic importance of customer performance measurement in FM and act as a call to arms for further original studies in this area, according to a RICS statement.

“The delivery of FM services is centred on people,” said Tucker. “Customer performance measurement – the process of capturing, measuring, and improving the perception of FM customers – is a vital component within an FM organisation’s overall performance measurement framework. My research project hopes to provide more insight into this.”

Tucker’s background is in service improvement. He specialises in strategic FM research with a focus on customer satisfaction, environmental sustainability, organisational behaviour and workplace productivity.

He has published several papers in internationally recognised journals and completed his PhD developing a customer performance measurement system for facilities management.

Other news for Monday, 27 February 2012

FM academic picks up Fulbright-RICS award

H&J Martin wins in Belfast

Morrison Scotland appoints new MD

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