Customer Management Plan
PREPARE A STEP BY STEP PLAN TO MANAGE THE CUSTOMER AND THE BUILDING PROCESS FROM
FIRST INTERVIEW TO COMPLETION OF THE PROJECT.
A) First Identify the Stages of the Construction of a typical residence – List each stage in order and
provide a
ief description of the stage.
B) Prepare a Construction Plan, this can be in the order of a simple Bar Chart, Microsoft Project Software
format. With the plan provide a
ief description of the plan.
C) Attached to the plan – provide a contingency plan should it rain or should a client request a major
change that will affect the timing of the actual completion date of the project.
D) Include in the contingency plan what costs you would expect to incur due to the change in the
program.
E) Set up the document/plan as a checklist – provide a copy of the form/document.
F) Provide a procedure to implement each stage of the checklist.
G) Plus - Determine what insurances are required – List and describe each one.
H) Plus - Determine what inspections are required – List each inspection, state when it is required and
who ca
ies out the inspection. Also list how the inspection is documented.
A Plan is a step by step way of ca
ying out a task.
Be specific – point form is acceptable but must be in the co
ect order If you use the point form system –
always begin the section with a short preamble (only requires a sentence or two) outlining what the general
procedure is then follow with the relevant steps.
**Ensure you note where the information was obtained from and who the Author is for this
question.
How to Write a Procedure
A Procedure is a step by step way of ca
ying out a task.
Be specific – point form is acceptable but must be in the co
ect order If you use the point form
system – always begin the section with a short preamble (only requires a sentence or two) outlining
what the general procedure is then follow with the relevant steps.
Include in the procedure -
1. WHO is responsible for each task
2. WHAT each task is
3. HOW each task is to be ca
ied out
4. WHEN each task is to be implemented.
You must include a copy of the relevant documents, when they are to be completed, by whom and
when.
Sometimes it is hard to know where to start. Set out your ideas in the following order:
Rules 1. DO’S List - your rules first (policies) regarding each phase/section of the
task
2. DO NOT List what must not be done
PROCEDURE Step by
Step tasks to ca
y
out the role
1 - Who is responsible
2 - What needs to be done first
3 - What needs to be next
4 - Now list how it is to be done
5 - In what timeframe is each step to be ca
ied out
6 - If it is applicable – nominate where the task should be ca
ied out OR
where information can be obtained
7 - If it is applicable – nominate how the process is to be recorded or
documented
SUPPORT
DOCUMENTS
1.List the co
ect document that must accompany each document
2. Provide an example of each document
3.YOU MUST INCLUDE SAMPLE DOCUMENTS –
OBLIGATIONS OF
THE PARTIES
1.PRINCIPAL, CONTRACTOR, SUPERVISOR, SUBCONTRACTOR, WORKER etc
2.Where applicable insert what each officer’s obligations are
CONTINGENCY List any ‘what to do if the wheels fall off’
REVIEW PROCESS 1.By Whom, When, Frequency
2.Report Process
3.Follow up