Quality objectives in Operations & Maintenance (O&M) should primarily focus on ensuring that the delivered services meet customer expectations and contribute to long-term satisfaction.

The best approach (Option B) is to:

Assess customer needs through surveys, feedback, and industry standards.

Define measurable quality objectives that align with those needs.

Implement a continuous improvement process to sustain service excellence.

Ensure compliance with regulatory and contractual obligations in facility management.

Option A (Balancing budget constraints first): While cost is a factor, customer expectations should take priority to maintain service quality.

Option C (Optimizing internal efficiency first): Efficiency should support quality but should not override customer-focused objectives.

Option D (Setting long-term business goals): While important, long-term goals should align with immediate customer quality expectations.

Why Other Options Are Incorrect:Facility management quality requirements should align with the owner’s needs, as stated in DOE O 413.3B and ISO 41001 (Facility Management Standard)​.

ISO 9001:2015 Clause 6.2 – Establishing quality objectives based on customer expectations​.

DOE G 413.3-1 – Guides defining customer-aligned objectives in construction and facility management​.

ANSI/ASQ Z1.4 – Focuses on ensuring O&M meets specified customer-driven quality metrics​.

ASQ Construction Quality Management (CQM) ReferencesThus, the best answer is B: Defining objectives that align with customer needs and expectations.