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Property Management

A Customer Focused Approach

  • Textbook
  • © 1997

Overview

Authors:
  1. Gordon Edington
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Part of the book series: Building and Surveying Series (BASS)

  • 340 Accesses

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Table of contents (13 chapters)

  1. Front Matter

    Pages i-xvi
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  2. Property Traditions

    • Gordon Edington
    Pages 1-12

  3. Drivers for Change

    • Gordon Edington
    Pages 13-28

  4. Building Blocks to Customer Service

    • Gordon Edington
    Pages 29-36

  5. The Property Challenge Model

    • Gordon Edington
    Pages 37-51

  6. Leadership, Empowerment, Training and Communication

    • Gordon Edington
    Pages 52-71

  7. Process Improvement

    • Gordon Edington
    Pages 72-90

  8. Information Management and Benchmarking

    • Gordon Edington
    Pages 91-111

  9. The Partnership Approach to Value for Money

    • Gordon Edington
    Pages 112-126

  10. The Partnership Approach to Development Management

    • Gordon Edington
    Pages 127-135

  11. Marketing

    • Gordon Edington
    Pages 136-149

  12. Airport Retailing: A Case Study

    • Gordon Edington
    Pages 150-166

  13. American Case Studies

    • Gordon Edington
    Pages 167-177

  14. Towards the Future

    • Gordon Edington
    Pages 178-195

  15. Back Matter

    Pages 196-202
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Keywords

About this book

Intended for advanced students and practitioners this book gives an up-to-date presentation of property management as practised by a leading company, BAA plc. A key aim of the book is to show the benefits to be obtained from building a business culture based on service to the customer. This may be achieved by due attention to communication, leadership, measurement, benchmarking and accountability.

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