Commercial Cleaning Quality Control
Cleaning Quality Control
Effective quality control is important for both regular and once-off cleaning projects. Without doubt, quality control is essential for successful commercial cleaning. In other words, ineffective quality control procedures will almost certainly result in a poor cleaning service. Cleaning quality control includes various procedures depending on the nature of the cleaning work. Regular cleaning work has a certain set of cleaning procedures and once-off cleaning tasks will have separate cleaning quality control procedures. However, it should be noted that there are some similarities in these two types of quality control procedures.
Quality Control for Regular Commercial Cleaning
Brilliant Office Cleaning adopts a comprehensive quality control process for regular cleaning services, which has three essential elements:
- Regular cleaning activity monitoring system
- Quality audits
- Feedback
Regular commercial cleaning is a cleaning service performed on a regular basis at commercial premises. This includes regular cleaning of offices, childcare centres, medical facilities, hospitals, shopping centres and cleaning at any type of commercial property.
Regular commercial Cleaning Activity Monitoring System
Brilliant Office Cleaning uses advanced technology to gather data to confirm the cleaning service provided to clients. Our commercial cleaning staff are required to send photos of the completed work after each and every cleaning task they perform. Our quality supervisors inspect these photos and cross-check them with the scope of work that we have agreed with our clients. This enables us to ensure that our regular cleaning services are performed satisfactorily.
Our activity monitoring system also tracks the locations of our cleaners on a real-time basis, and records the time spent on each cleaning task. This enables us to confirm that our commercial cleaners spend sufficient time on their allocated tasks.
Moreover, effective communication with our clients is also a key factor in providing a high-quality commercial cleaning service. Our activity control system also enables us to contact our clients in seconds.
Cleaning Quality Audits
Brilliant Office Cleaning has implemented a strict quality inspection procedure for every regular commercial cleaning project. We use experienced inspectors to evaluate the quality of the cleaning work, regardless of the size of the organisation. These quality inspectors are completely independent of the operational cleaning team.
Brilliant Office Cleaning discusses quality inspections with each client to agree on a suitable frequency. In the early stages, inspections will take place more frequently in order to establish the expected quality standards. These inspections are quite broad and includes the entire scope that was agreed with the client.
Brilliant Office Cleaning organises and conducts quality inspections without disrupting our clients’ normal business operations. We provide notice well in advance prior to performing these inspections.
The quality inspection process
After a short discussion with management, the quality inspector will conduct the inspection, covering all areas in the scope.
Through observations and inspections, the quality inspector will assess the quality, and gather evidence of issues, if any.
A comprehensive audit report is prepared based on the issues encountered. This report is sent to the assigned cleaning supervisor.
Once the cleaning supervisor has rectified the issues, suitable follow up actions will take place to ensure that the issues have been fully rectified.
Feedback
Brilliant Office Cleaning will obtain feedback from the designated client personnel at least on a monthly basis. The feedback is obtained over the phone or via emails.
During the feedback process, our quality assurance team discusses various matters related to the regular cleaning service with clients. The following details will be gathered during this process:
- The client’s opinion of the effectiveness of the cleaning service.
- The overall rating for the service (0 to 10).
- Any requested improvements or recommendations of management, if any, to enhance the service.
This feedback process provides an opportunity for our clients to express their views regarding our cleaning service. Brilliant Office Cleaning uses this feedback to identify any issues, and also identify new cleaning requirements our clients may have.
Quality Control for Ad-hoc/Periodic Commercial Cleaning
As with regular commercial cleaning, quality control is important for periodic commercial cleaning. However, Brilliant Office Cleaning employs a different system to manage the quality for ad-hoc services.
Brilliant Office Cleaning provides ad-hoc/periodic commercial cleaning services to regular clients and also on request to other clients. Periodic services include tile and grout cleaning, window cleaning, entry and exit cleaning, floor scrubbing, high pressure cleaning, builders and renovation cleaning, deep toilet cleaning. These periodic cleaning services are completed within an agreed time, as opposed to regular commercial cleaning, which is ongoing.
Supervisors to Inspect the Quality
A Brilliant Office Cleaning supervisor manages the quality of periodic/ad-hoc commercial cleaning. This supervisor will be on site from the beginning to the end of the cleaning work, and has the necessary skills to ensure the quality of service provided. It also ensures that the service is delivered according to the agreed scope, and that our quality standards are maintained from the beginning to the end of the work.
Further, this supervisor will be the main contact point between the client and Brilliant Office Cleaning. If there are changes to the scope, or additional cleaning identified during the execution of the work, the supervisor will discuss this immediately with the client.
Finalising the Cleaning Work
At the completion of the work, our supervisor will invite the client to inspect the work, and ask the client to fill in a Project Completion form. The supervisor will remain on site until the client is 100% satisfied with the service. In this way, we ensure the quality of our periodic commercial cleaning work.
Moreover, the supervisor will prepare a comprehensive project report and send it to the respective project manager at Brilliant Office Cleaning for approval. The project manager will review the report and sign it to formally complete the project.