Summary
Samenvatting SER12
- Course
- Institution
In dit document staat alle theorie die nodig is voor het tentamen services 1e jaar. De theorie is afkomstig uit verschillende lesboeken en powerpoint slides.
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InhoudWeek 1:..................................................................................................................................................3
Managementvaardigheden................................................................................................................3
Managementlagen.............................................................................................................................4
Management volgens Peter Drucker..............................................................................................4
Positie van een facilitaire organisatie.................................................................................................4
Hoe komt een facilitair budget tot stand?..........................................................................................5
Doorbelasting en besturingsvormen..................................................................................................5
Kwaliteit van dienstverlening.............................................................................................................6
Servicecriteria.................................................................................................................................6
Klantverwachtingen........................................................................................................................6
Normering..........................................................................................................................................6
Week 2: Schoonmaak.............................................................................................................................6
Strategische en tactische overwegingen schoonmaak.......................................................................6
Reinheid..............................................................................................................................................7
Soorten contractvormen:...................................................................................................................7
Service levels in schoonmaak:............................................................................................................8
Week 3: Veiligheid en beveiliging...........................................................................................................8
Veiligheid............................................................................................................................................8
Soorten veiligheid...........................................................................................................................8
Taken BHV......................................................................................................................................8
Kritieke succesfactoren...................................................................................................................8
ARBO...............................................................................................................................................9
RI&O...............................................................................................................................................9
Veiligheidsketen...........................................................................................................................10
Beveiliging........................................................................................................................................10
Kritieke succesfactoren.................................................................................................................10
Service level & klantgerichtheid...................................................................................................11
Doorbelasting en winkelnering beveiliging...................................................................................11
Trends binnen beveiliging:............................................................................................................11
Fraude driehoek...........................................................................................................................11
Week 4: Receptie & servicedesk...........................................................................................................11
Managen van de operationele vraag................................................................................................11
Receptie............................................................................................................................................12
Servicedesk.......................................................................................................................................12
, Niveaus van dienstverlening via servicedesk................................................................................12
Winkelnering en doorbelasting servicedesk.................................................................................12
Verschil receptie en servicedesk...................................................................................................13
Voortgangsbewaking....................................................................................................................13
Informatieverstrekking.................................................................................................................13
Week 5: Catering..................................................................................................................................13
Cateringmanagement.......................................................................................................................13
Contractvormen binnen catering..................................................................................................13
Ontwikkelingen/trends in catering...............................................................................................14
Soorten catering...........................................................................................................................14
Catering heeft een bijzondere plaats............................................................................................14
Programma van Eisen en Wensen................................................................................................14
Opzet catering en aanbod............................................................................................................15
Catering buffet vormen....................................................................................................................15
Openingstijden en plekken van de dienstverlening......................................................................15
Service level binnen catering............................................................................................................15
Week 6: Inkoop & financiën.................................................................................................................16
Uitbesteding.....................................................................................................................................16
Kosten facilitaire dienstverlening.....................................................................................................16
Strategische en tactische overwegingen..........................................................................................17
Het cyclisch inkoopproces volgens Weele:.......................................................................................17
Europese aanbesteding....................................................................................................................18
Aanbestedingsprocedures............................................................................................................18
Trends en ontwikkelingen................................................................................................................18
Leveranciers management...........................................................................................................18
Inkoop alignen met business en strategie....................................................................................18
Optimaliseren van processen binnen de inkoopfunctie................................................................18
Best Value Procurement (BVP).....................................................................................................19
Circulaire inkoop...........................................................................................................................19
Financiën..........................................................................................................................................19
Variabele kosten...........................................................................................................................19
Afschrijvingen en exploitatiekosten..............................................................................................19
Budgetten.....................................................................................................................................19
Week 7: Duurzaamheid & zero waste..................................................................................................19
Duurzaamheid..................................................................................................................................19
Bedreigingen.................................................................................................................................20
, Circulaire economie......................................................................................................................20
Milieumanagement......................................................................................................................20
Maatschappelijk verantwoord ondernemen................................................................................20
Duurzaam gedrag.........................................................................................................................21
Zero Waste.......................................................................................................................................21
Week 1:
Managementvaardigheden
conceptuele vaardigheden vaardigheden om op
creatieve ideeën te komen die oplossingen moeten
bieden voor problemen/kansen.
communicatieve vaardigheden vaardigheden om op
juiste wijze informatie, gevoelens en gedachten te
kunnen overbrengen.
interpersoonlijke vaardigheden vaardigheden om te
kunnen leiden, motiveren en samen te werken.
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