When it comes to maintaining a clean and hygienic environment, United Cleaning Solutions (UCS) stands out as a leading provider of exceptional cleaning services. Our commitment to delivering high-quality results is evident through our robust Performance Management System. Therefore, by employing a comprehensive approach to quality monitoring, continual improvement, and customer satisfaction, we ensure that our services exceed expectations. Let’s explore the key components of our Performance Management System.
Embedding KPIs and Quality Monitoring:
Firstly, at UCS, Key Performance Indicators (KPIs) are deeply ingrained in our Quality Assurance (QA) system. From inspections and schedules to hours worked and overall specification compliance, every process undergoes thorough checks. UCS utilises customised specification audit sheets, implemented through iAuditor, tailored to the unique requirements of each site. These audits ensure that day-to-day tasks are assigned and tracked efficiently, providing real-time visibility to location managers.
Dedicated Contracts Managers for Quality Assurance:
To maintain exceptional quality, UCS assigns experienced Contracts Managers who serve as the central point of contact for all contract matters. These managers oversee operational management, service implementation, quality control, and ongoing performance. Also, they conduct random spot-checks and routine onsite quality audits, generating monthly reports that highlight progress against timelines and the completion/quality of cleaning tasks. This approach ensures continuous improvement and client satisfaction.
Promoting Continual Improvement:
UCS’s commitment to excellence extends beyond day-to-day operations. We actively seek feedback, concerns, and complaints to identify areas for improvement. Regular evaluations of performance, staff management, operational instructions, training, and education enable UCS to implement remedial action plans effectively. Therefore, valuable lessons learned are incorporated back into the QA system, ensuring continuous improvement and the evolution of processes and procedures.
Performance Audits for Enhanced Service Delivery:
To further ensure the delivery of a quality service in our Performance Management System, UCS conducts monthly internal audits at each site location. These audits are meticulously reviewed by the SHEQ (Safety, Health, Environment, and Quality) Manager and senior management to identify non-conformances and disseminate best practices throughout the company. In addition, by prioritising performance audits, UCS maintains a strong focus on service excellence.
Customer Satisfaction Surveys:
UCS values customer feedback and uses it as a vital tool for enhancing their services. In addition to formal audits, we conduct monthly customer satisfaction surveys facilitated by their Service Director, Chris Pearman. These surveys provide an avenue for customers to share their experiences and opinions outside the operational hierarchy. We collate and utilise the collected feedback to improve and manage UCS’s business, both regionally and nationally. This commitment to a high-touch approach to customer satisfaction distinguishes UCS from the competition.
The Importance of SHEQ Management:
UCS recognises the paramount importance of quality and safety by including a dedicated SHEQ Manager in our organisational structure. This individual works alongside Contracts Managers to define standards, create risk assessments, and monitor quality delivery. The SHEQ Manager also plays a vital role in staff training and development, delivering toolbox talks and health and safety bulletins. Furthermore, with a Chartered Member of the Institution of Occupational Safety and Health (IOSH) at the helm, UCS ensures that stringent safety measures are upheld.
In conclusion, United Cleaning Solutions’ Performance Management System showcases our unwavering commitment to delivering exceptional cleaning services. By embedding KPIs, quality monitoring, and performance audits, UCS maintains the highest standards across our operations. Therefore, choosing UCS for your cleaning needs guarantees a hygienic environment and a partner committed to your satisfaction.
Get in touch today to start your journey with United Cleaning Solutions.
