Achieving good-quality cleaning is one thing, ensuring that the quality is maintained is another. Facilicom attaches great value to delivering a quality service. We use the following organisational measures to guarantee quality.
- Daily Checking System
- Registration and Progress Inspection Form
- Site Evaluation Report
- Quality Audits
- Electronic Questionnaire
- Dealing with Complaints
Daily Checking System
The DCS was developed to effectively evaluate the quality of our cleaning using an inspection list based on a clients cleaning specification. An Area Manager or Site Supervisor performs a DCS inspection once the cleaning has been completed. The Area Manager / Site Supervisor then discuss any issues directly with the cleaner to prevent a future occurrence.
Registration and Progress Inspection Form
The registration form lists all cleaning duties. The findings noted on the DCS inspection list are copied onto the registration form. This form provides an overview of the inspection results for the entire building over a six-week period.
Site Evaluation Report
Once every six weeks, the Area Manager draws up a Site Evaluation Report for all sites. This report records the client’s opinion on how the cleaning service is performed, a general impression of the quality of the cleaning, per element and the availability and effective use of the organisational tools. The client is invited at this stage to grade our service.
The Quality Audit is carried out with our client representative and provides for an actual check of quality as viewed on a particular day, at a particular time. A score (or rating) is agreed with the client and documented on the survey sheet. If the score is below the required rating, a ‘Resolution Plan’, to be executed within a given timeframe, is generated.
The Electronic Questionnaire is a useful tool to capture the perception of a broader group of users of the building. The Electronic Questionnaire contains a number of generic questions with regards to the cleaning, to which questions can be added or removed. The results are used to improve performance, solve raised issues immediately and generate trend figures.
Dealing with Complaints
With around 900 cleaners working for us in the UK the occasional mistake sometimes happens. A percentage of these will generate a complaint. Facilicom has an automated system that keeps track of progress made on solving any issues raised. We analyse the data to improve our future service.