A happy workplace? You can do it!
By maintaining workplaces, facility management has an important role in the productivity of employees, who are also happier. Nevertheless, colleagues sometimes complain about their workplace. From “too strict security” to coffee machines or dirt, while the manager thinks everything is well organized. Then it appears that various parties use different definitions of what is “good”. How do you get everyone happy? A matter of good contract management.
Let me give an example. It is a well-known discussion for many facility services: is the building clean enough? Sometimes users, managers and implementers all have a different definition of what a clean building is. The way people look at cleaning from different roles is sometimes different. That makes the discussion difficult: partners do not know what to expect from each other and not everyone is always satisfied.
What is cleaning experience?
The user of a building in particular views cleaning differently than what we call the ‘professionals’. For him or her it is mainly about the experience, in other words the subjective assessment of how clean and fresh an environment is. This cleaning experience is influenced by factors such as:
• Stories and complaints that colleagues share at the coffee machine;
• Items that are carelessly arranged in a building, a crack in the floor or items that have not been cleared away, even when this does not result in dirt or danger;
• Odors on the toilet;
• And even the impression that the cleaner makes himself (for example: does he or she greet kindly ?, is he / she dressed smartly ?, and so on).
Users of a building are not aware of the performance agreements with the cleaning company. Their perception can therefore have a negative impact on their experience. For example, users are dissatisfied when they see that the bin has not been emptied at the end of the day. They do not know that the cleaning contract stipulates that this is only done every other day. If communication from the facility services is good, customer satisfaction will increase. In short, expectation management.
What is technical quality of cleaning?
Building managers and cleaners have their own way of assessing cleaning work. Unlike the visitor or user of a building, they take the technical quality of cleaning as a starting point: the agreements they have made about the quality of the work to be delivered.
We know a number of systems that assess the technical objective quality of cleaning. That way, the client and contractor can make firm agreements in contracts and everyone knows where he or she stands. In an earlier article [link to ‘what is actually clean, 3 control systems explained’] I elaborated on these control systems: the Daily Control System (DKS), the VSR Quality Measurement System (VSR-KMS) and the European Result-oriented Quality Measurement System (ER) -KMS).
Monitoring of cleaning
The expectations of the various partners in the chain therefore vary considerably. This poses a problem to the facility manager. On the one hand, he or she must take into account the experience of his internal customers, because this is more important to them than the technical cleaning quality (although there is of course a connection between the two things). On the other hand, in the contract with the contractor, the manager records agreements on the technical quality, in order to guarantee the quality of the work in an impartial manner.
A manager who wants to be sure that the entire cleaning process is going well, will not be able to ignore both the technical and the experience quality of the cleaning. In the current digital age, fortunately, that is very easy.
With digital monitoring of facility services, including cleaning, your daily work becomes a lot easier. It is then important that you have useful tools available for this. You must be able to trust that you can measure both the experience quality and the technical quality.
A butcher who inspects his own meat is often not really handy. When you start using tools or software, make sure that you can have an audit carried out both by yourself and by an independent third party.
In short, the facility manager of 2019 has more overview through the use of data and can also easily share this data. The result: more clarity for everyone, agreements that are actually complied with and more satisfied customers.