Advice For Improving Quality Control

A reader writes: “You insulted my Quality Control inspector when you pointed out areas you claim she missed. Are apologies forthcoming?”

The short answer is “Not from me.” In reviewing my comments, I did not attack her character, but I did question her ability to conduct a competent inspection based on my own observations, as well as those of a very dissatisfied customer.

I always strive to be professional in providing consultations such as this and oftentimes am misunderstand since I tend to be direct. In my opinion, which I stated clearly in my out-brief, your Quality Control Inspector needs to be either re-trained or replaced since she does not seem to have the “eye” for custodial operations. Let me elaborate.

Based on a brief interview, she admitted that she has no direct custodial experience and was hired because she was a good “people person.” I observed her inspecting and she tends to identify with the staff when they complain that they were short-handed, and it is not their fault that all the dusting, floor work, etc. was not performed the night before. She needs to pass or fail an area based on a clear understanding of the specifications and required outcomes regardless of staffing.

Another point I stressed was that she did not have a copy of the specifications and had difficulty in finding a copy which turned out to be an older version than what is currently in place. How can she pass or fail an area without knowing what is in the contract? Her inspection form needs to be improved. I support grading “Sat” and “Unsat” but do not support “Sat Needs Work.” If it needs work, then it is Unsat.

Finally, she fills out her inspections and goes on to the next area without any follow up to correct failed work. The onsite supervisor and staff receive the inspection in the next week or so which does no good as to immediate feedback.

Your Quality Control Inspector needs immediate training and support if this important function is to be of any real value.

Your comments and feedback are always appreciated. I hope to hear from you soon. Until then, keep it clean…

Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678-314-2171 or CTCG50@comcast.net.