Facility management of retail bank branches : key design elements influencing facility project management

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Facility management of retail bank branches : key design elements influencing facility project management


Author: Chan, Wing-lok Wayne
Title: Facility management of retail bank branches : key design elements influencing facility project management
Degree: M.Sc.
Year: 2011
Subject: Branch banks.
Banks and banking.
Facility management -- Economic aspects.
Hong Kong Polytechnic University -- Dissertations
Department: Dept. of Building Services Engineering
Pages: ix, 305 leaves : ill. (some col.) ; 30 cm.
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b2447215
URI: http://theses.lib.polyu.edu.hk/handle/200/6400
Abstract: In light of the fast pace of technological advancement, the ATMs and internet banking have grown steadily, not only delivering banking services more efficiently but also accounting for a significant volume of transactions at retail bank branches. At the same time, the role of retail bank branches has changed to sales centers in order to continue to grow and retain customers. Issues relating to the design and planning of facilities for future retail bank branches are critical for facility managers to manage such facility portfolio. Of particular relevance to strategic facility planning are the selection of location, prioritization of branch portfolio, creation of corporate branding and image, and consistency in appearance of the physical environment. This dissertation aims to investigate and identify critical design elements and facility strategies that influence the related processes of facility project management for retail bank branches. The findings from literature and various data analysis provide the fundamental basis and different perceptions for the evaluation of critical facility elements in the design and planning of bank branches. The opinions and experience collected from interviews and questionnaire reflect a representative view at the strategic and operational levels of facility project management of retail bank branches. The layout plan analysis and desktop research present specific attributes on space planning and distribution strategy of bank branches. The case studies demonstrate the practical design elements being adopted in Hong Kong's bank branches. The study will assist professionals to recognize the importance of critical facility design elements to identify major factors and to justify them as a practical design checklist for implementing facility projects of retail bank branches. From the corporate banking groups' perspective, it helps to better understand customer behavior relationship in response to the complexity of physical environment of bank branches. The information and findings of this research can be utilized as a useful evaluation template and a project implementation checklist for facilities design and projects of retail bank branches.

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