Developing A Quality Control Program To Support Custodial Initiatives

A reader comments: "Our customer is claiming that we are not staffing the contract to their satisfaction. Under the agreement our job is to clean the facility with whatever resources necessary. Do they have a right to question our staffing plan?"

Please read other comments related to this question. Most of the issues we have discussed concerning the customer's concerns could have been caught if an adequate Quality Control program had been in place. I noted in the contract that a QC inspection/reporting process was required but you have not successfully implemented it from the documentation I have seen thus far.

Although you can purchase some excellent QC programs (many of which are web based tied to a Smart Phone), you can also implement a basic paper system that allows you to report back to the customer your findings during scheduled inspections. Your argument that the customer should be conducting their own written inspections does not excuse your failing to provide one as per specifications.

The two key aspects of any Quality Control program is:
1) documenting all complaints, and;
2) documenting your own inspections based on the SOW (Statement of Work).

Documenting all complaints means that one a complaint or concern has been communicated to you via email, phone, fax or even in a conversation, you should track it to its satisfactory conclusion. It is acknowledged that there can be invalid complaints. An example is that the customer will complain to you or the customer that a certain task is not being performed that is not in the contract. It really is up to the customer to advise the tenant is they want the requested service there may be an extra charge (tag work) and communicate to your staff authorization to proceed. A valid complaint is where the tenant or customer notes a failing on the part of the custodial crew to perform a task that is required and is being paid for. An example is failing to stock the rest rooms with toilet tissue, paper towels, hand soap, etc. Even worse is noting a foul odor from the rest rooms due to improper cleaning.

All valid complaints should be acknowledged and dealt with promptly with proper documentation that it has been resolved. These records should be shared with the customer when appropriate.

Your comments and questions are important. 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.