Quality Assurance Program
Calico Building Services is committed to providing cutting edge service and our quality assurance program allows us to control and monitor our progress as well as our customers’ complete satisfaction.
Calico’s TQM (Total Quality Management) program consists of the following three core components:
- Formal Employee Training
- Quality Measurement
- Performance Evaluation
Quality Measurement – Calico Building Services uses a “tiered” approach to measure quality. Various levels of inspections occur by different stakeholders to ensure our customers are receiving the best in customer care and service. The following approaches with different degrees of formality are employed.
TQM begins with the employee – During training, each employee goes through a step-by-step process of defining each task associated with their responsibility. The checklists used by the employees are the same checklists used by the other stakeholders responsible for quality assurance. Expectations are clearly understood and employees are instructed to check their work to ensure it is done to standard.
On-Site Supervisor Inspections – Informal daily/nightly inspections are performed by the On-Site Supervisor. On-Site Supervisors are responsible for inspecting each customer premise to ensure cleaning standards are being met. They are responsible for OTJ and remedial training. Supervisors are assigned a specific geographic district and the number of accounts is closely monitored to ensure each district is properly maintained.
Quality Control Representative – The QC Representative will be visiting and inspecting customer premises one time per month and will be providing a formal report of the inspection to the VP of Operations. The Quality Control Scorecard and inspection process is of vital importance because it:
- Identifies weaknesses in training, supervision, resources, or personnel.
- Is objective and unbiased (QC Representative reports directly to VP of Operations).
- Is used as the main tool for measuring performance and has a large weight on performance incentives.
- Is reviewed and discussed weekly on a Regional QC conference call attended by the Regional Managers and hosted by the VP of Janitorial Operations.
- Provides the feedback necessary to relay back to the On-Site Supervisors and crews for immediate corrective action (if applicable).
Regional Manager – The Regional Manager will be visiting (randomly and unannounced) each customer premise to ensure staff is working safely and effectively on a quarterly basis. He/she will be touring and inspecting the work being done to ensure service delivery is meeting or exceeding customer expectations.
Corporate Training and Safety Officer – The Corporate Training and Safety Officer conducts quarterly on-site inspections to ensure safety and cleaning processes are followed. Each location will go through a series of inspections to include observing floor crews and janitors (as they perform their daily duties). These quarterly inspection reports are delivered to the VP of Janitorial Operations and reviewed as a team with the Regional Managers and On-Site Supervisors. Consistency is the overall goal.
Calico’s “tiered” approach to customer site inspections has proven effective because it has the right amount of checks and balances in place to ensure we are both working safely and effectively. The system separates production (service delivery) from quality and allows for objective evaluation and control. It also provides a feedback mechanism in the quality control scorecard that allows management to address issues and concerns in a timely manner.
Performance Evaluation – The Quality Control Scorecard is the main tool used for quality measurements. Each location serviced is tracked on a Monthly QC Report to ensure a positive trend and consistency. The primary feedback medium is the weekly performance evaluation meeting where management teams (QC, Supervisors, and Managers) from each Region meet with the VP of Janitorial Operations to review and discuss progress on each account (based on quality control scorecards and other relevant key indicators). As previously mentioned, any weaknesses in training, supervision, resources, or personnel are quickly escalated and resolved before they become problematic.
Examples of relevant key indicators:
- Monthly Complaints/Repeats
- On-Time Work Order Completion Rate
- Work Loss Cases
- Quarterly Safety Report
- Total Cost of Custodial Services
Calico also supports weekly, bi-monthly, monthly, and/or quarterly performance evaluation calls with clients to review goals, issues, work orders, future initiatives, and current needs. Current financial needs and expectations of the client will be addressed at this time. Our Managers and Account Representatives are dedicated to providing the best in customer care.
To learn more about our Quality Assurance Program and how it can be successfully deployed for your company or organization, contact us today.