Management and supervision
As an experienced supplier of cleaning services, Classic Cleaning Services has introduced a number of working instructions to cover the requirements of Quality Monitoring and Performance Measurement. These have been adjusted to cover the varying needs of each client. Such processes are a supplementary management tool and a complementary addition to the Quality Performance Reports to the client.
The central administration function monitors the receipt, handling and clearance of all aspects of defects, complaints and quality assurance. Statistical information is then available for use by Classic Cleaning Services management for monthly reporting, trend, root cause analysis and as valuable material for reviews.
Measurements employed to support the requirements of each client outlined in specific working instructions but in summary can be categorised as follows:
Where:
- in Classic Cleaning Services central control function and by Operations Managers
How:
- by regular review of all data received by Classic Cleaning Services central control
- by trend and root cause analysis
- by use of Quality Improvement Plans
When:
- through Classic Cleaning Services control’s daily use of risk and reconciliation reports
- through periodic status checks made by Classic Cleaning Services control
Contract Manager:
- through periodic joint audit with a client representative
- through dialogue on performance at Classic Cleaning Services monthly management meetings
- through dialogue with client management at review meetings
These instructions and procedures support the company ethic of continuous improvement.
