In today’s world, the cleanliness industry has become increasingly focused on quality. Clients have grown more concerned about the cleanliness and hygiene of their spaces, especially after the recent health crisis. To meet these high expectations, La Providence implements a rigorous process to measure the quality of our services. In this article, we’ll explore how we use quality checks, service tracking, and connected devices to maintain high service standards.
1. Regular Quality Checks
One key element in our quality measurement process is conducting regular, contradictory quality inspections. Our site managers, together with the client, perform periodic visits to locations where our cleaning teams operate. During these visits, they follow a detailed checklist to assess various aspects of the service, including general cleanliness, adherence to safety standards, and client satisfaction. These quality checks are highlighted in the interview with our Housekeeper, Maja. Once completed, the inspection report can be uploaded to our MyHome portal, which clients can access in their dedicated sharing space.
2. Real-Time Service Monitoring
We recognize the importance of real-time service monitoring. To achieve this, we’ve integrated connected devices linked to monitoring software. These tools allow our teams in the field and even building occupants to immediately report any issues or anomalies. This enables us to respond quickly and ensure client satisfaction.
3. Measuring and Improving Over Time
Depending on the type of premises and the contractual commitments we have with clients, we establish a minimum threshold of acceptability with annual improvements. For instance, in the case of a corporate headquarters, we set an acceptability threshold of around 86%, and over a 3-year project, this threshold can increase by about 1% per year.
We can also apply a weighting system, assigning higher importance to specific areas like restrooms so that the final quality audit result accurately reflects the cleanliness of the site.
To ensure agility for our clients, we propose tool updates at the end of each year, adapting the quality audits to match the scope of work and frequency of interventions.
4. Quality Tools and Reporting
We provide clients with access to an online portal that consolidates all documents related to our service. In the quality section of this portal, clients can view all quality control reports and see progress over time, broken down by area with easy-to-read graphical summaries.
5. Client Testimony and Evaluation
Client feedback is an essential part of our quality measurement process. We encourage clients to share their thoughts on our services, whether positive or negative. This feedback helps us pinpoint areas for improvement and adjust our methods accordingly. We also invite clients to rate our services on our Google page.
6. Continuous Training
Finally, we strongly believe in the continuous training of our staff. We regularly organize training sessions to ensure our teams are up-to-date on the latest cleaning techniques, safety standards, and emerging technologies.
En conclusion, La Providence met en œuvre un processus complet de mesure de la qualité de notre prestation. Les contrôles qualité, le suivi en temps réel, l'utilisation d'objets connectés, le feedback client et la formation continue sont autant d'éléments clés de notre approche. Grâce à ces méthodes, nous pouvons maintenir un niveau élevé de qualité de service et répondre aux besoins de nos clients de manière efficace et proactive. Notre engagement envers la qualité nous distingue dans l'industrie du nettoyage et nous permet de construire des relations solides avec nos clients.
