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 associate being trained properly. 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.
Management 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.
The building inspection program includes random checks to identify and correct any quality problems. We can also use the inspection program to find areas that 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 is inputted into a mobile phone, tablet or computer by a supervisor or inspector. 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.