Quality
|
Quality
|
|
|
Quality is not just the responsibility of management or of
those assigned to perform inspections. Everyone
in the organization is involved in achieving Quality.
Each crew member is responsible for his/her contribution to the total
delivery of service. If we recognize that quality is “conformance to requirements” then we can measure and compare performance to that benchmark. Requirements are well defined and explained, making measurement both possible and practical. Non-conformance to requirements is the absence of quality. The RBS quality control program begins with properly trained associates. To control QUALITY, we understand QUALITY needs to be built into our service and not “inspected in” or “tacked on” after the services have been delivered. Our training process ensures both understanding of the cleaning tasks and processes by our staff. Our best quality control inspectors are the people providing the services. Inspection SystemThe building inspection program includes random checks to
identify and correct any quality problems.
We can also use the inspection program to find areas which may need
additional training or associates who excel at their jobs.
Quality Improvements are often achieved when we are able to learn why an
associate excels and use their expertise or technique to improve our training
process. The inspection program RBS uses is a part of our Account Management program. An inspection form is printed for an inspector to use as a guide for each area. Perhaps, the greatest value of this rating system is its historic value. A trend will be evident showing the overall direction of the cleaning being performed. The numerical results of the inspection are charted for comparison with other areas and to observe trends in this area. Figure 4 : Sample Results Based Quality Control Run Charts
These sample quality run charts illustrate quality over time. This type of charting is also used to review with the customer. Customer SurveysAnother way we monitor quality is to poll customers in an area to be sure the quality is up to their expectation. Again, these results would be compiled and reviewed with our customer contact.
Annual Goals and SummariesManagement meetings are critical to quality control. Setting goals with the customer and then working together to achieve those goals help keep both the contractor and customer on track and informed. |
Send questions or comments about this site to:
Webmaster. |
