Please use this identifier to cite or link to this item: https://scholarbank.nus.edu.sg/handle/10635/223447
Title: HOW CAN COMMUNICATION BETWEEN TOWN COUNCILS AND RESIDENTS BE IMPROVED FOR THE ENHANCEMENT OF ESTATE MAINTENANCE PRACTICES
Authors: NG YU QING
Keywords: Building
PFM
Project and Facilities Management
Chew Yit Lin Michael
2014/2015 PFM
Communication
Estate Maintenance
Town Council
Issue Date: 8-Jan-2015
Citation: NG YU QING (2015-01-08). HOW CAN COMMUNICATION BETWEEN TOWN COUNCILS AND RESIDENTS BE IMPROVED FOR THE ENHANCEMENT OF ESTATE MAINTENANCE PRACTICES. ScholarBank@NUS Repository.
Abstract: It is currently not known if implementing effective communication between residents and town councils can contribute significantly to highly productivity in estate management. The aim of this research is therefore to identify the importance of communication between the two parties that could ultimately enhance the estate maintenance practices in Singapore. An interview was conducted with Deputy General Manager of Jurong Town Council, where insights on the estate maintenance operations and Standard Operating Procedures pertaining to Complaint Handling were obtained. Opinions of residents were collected through survey, with the use of a structured questionnaire. The second prong of the study will cover a case study which serves to validate the primary research findings. This research has shown that effective communication is currently not being adopted by town councils in Singapore. Recommendations have been provided to improve the communication cycle of complaint handling, and as well as having sufficient trainings for staff to provide good quality communication service to residents. Being aware of the preferred type of communication channels the residents would use in receiving and sending information would also help the town councils in keeping in touch with their residents. All these are measures that could improve communication between the two parties, and ultimately bring about better enhancement of maintenance practices. There is an impending need for the facility management industry to open up to the notion of effective communication in order to raise the productivity of this sector in the built industry.
URI: https://scholarbank.nus.edu.sg/handle/10635/223447
Appears in Collections:Bachelor's Theses

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