ADVERTORIAL
The Five Principles
Quality Systems: A cleaning firm or department needs to assure customers that it can deliver quality services. The key is an effective framework that includes: Defining cleaning service requirements, implementing a quality plan, measuring performance, obtaining relevant feedback from the customer, and committing to continual improvement.
Service Delivery: A quality organisation also needs to institute processes and procedures that foster and deliver effective services. There needs to be a plan that outlines customer-related processes including workloading, staffing, purchasing, and handling of unexpected events, all of which should be structured to make certain that customer needs and expectations are met.
Human Resources: A cleaning
organisation’s most important asset is its people. It can only operate in an efficient and professional manner if employees are well-trained, customer- focused and dedicated to delivering quality. Therefore, efficient and effective management is essential. From hiring to training to the actual delivery, management and cleaning personnel must be prepared to uphold the
organisation’s commitment to quality.
Health, Safety, and Environmental Stewardship: Quality cleaning and maintenance is safe, healthy and sustainable. It also should positively impact the built environment. This section addresses the processes, systems, and documentation related to meeting existing legal and regulatory obligations.
Management Commitment: Effective management is key to ensuring quality service that meets customer expectations. Therefore a clearly defined vision, understanding of the mission, and plan for times of organisational change are necessary. Well-defined roles and responsibilities, along with an effective communications plan also are
critical.
twitter.com/TomoCleaning 49 ELEVATE YOUR ORGANISATION
THE CLEANING INDUSTRY MANAGEMENT STANDARD (CIMS)
CIMS is the first unified system for ensuring the highest level of well- managed, quality service and sustainability, as certified by ISSA, the worldwide cleaning industry association and supported by BICS Business Services.
By complying with the cornerstone elements of CIMS, an organisation’s cleaning department is uniquely prepared to improve the efficiency and overall performance of its services. Be first to certify in your market.
Learn more at
www.bicsbusinessservices.com
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