Quality Audits and Performance Measurement
In addition to clear communication practices, CleanLink’s quality audit system gives Floorbrite the information to ensure total client satisfaction and contract retention. All Area Managers are issued with mini IPads complete with the CleanLink Mobile App, produced specifically for the cleaning industry. Using the traffic light system of Red, Amber and Green, Floorbrite’s Area Managers and clients are able to score our performance on a monthly basis. The clients are then able to verify the audit by electronically signing the screen. This information is captured centrally in our CleanLink CRM system which can produce a variety of tailored reports.
Any audits scoring Amber or Red or containing comments requiring further action, are sent to our Operations Director to determine a course of action with the relevant Area Manager. Once a further audit is completed to ensure any issues have been resolved, the Area Manager or Operation Management Team will discuss the outcome with the client to confirm the customers’ satisfaction.
The audit is designed to include performance indicators that measure our service in its entirety and is not limited to cleaning standards, by breaking the scope of works down into cleaning areas and tasks, in addition to non-cleaning performance indicators such as uniform and attendance. We have found this to be essential in measuring our service objectively, giving the Cleaning Operatives, Site Supervisors and Operations Management accountability for all aspects of the contract performance.
For sites’ requiring a bespoke audit, we work with our clients in order that our KPI’s reflect those of our customers, who may in turn need to comply with their own clients’ strict audit requirements.
The CleanLink Mobile App has transformed and streamlined our Operational processes enabling our Area Managers to not only measure performance but to ensure our sites are run efficiently in “Real time”. The App also facilitates the ordering of materials and consumables to the site budget, the asset tracking of equipment and access to employee details, site hours and payroll budgets whilst on site, without having to complete paper forms or return to the office to use a computer.