Examples of this are an FM company in London who brought their churn rate down from 110% to 12% in a 12-month period by cascading BICSc training to all their operatives. Some of the feedback they received was that of all the companies that the operative worked for they were the only one to offer formal, recognised training, and their operatives were recommending the company to operatives on other sites where they worked for different employers.
“We need to admit that aspiring to be a Cleaning
Operative isn’t generally a recommendation anyone would receive from the Careers Officer.”
Another example is a national FM company who put in a programme where all operatives would receive LTP (Licence to Practice) training within three months, and achieve a certificate with a further 10 skills over a 12-month period – this was done by using a skill as a toolbox talk and then on the job assessment. Their churn rate was down to 8% for the next four years.
The latest example is a University based in the North of England, which measured their results since putting in an accredited training programme for their cleaning operatives three years ago. This period has seen a 25% improvement in customer satisfaction regarding the standards achieved, a reduction in their churn and disciplinary processes, and as I attended the graduation ceremony for their cleaning operatives I can personally vouch for the staff morale and the wonderful team spirit that exists there. They can be truly proud of their achievements, and I look forward to working with them on a detailed case study so that their results can be used to show the true benefits a site and team can reap from the installation of a system that provides qualifications for all staff.
This incredible achievement is recognised by the University, with the Vice Chancellor presenting the qualifications to the 50+ strong team in the same hall that the students graduated from. It was lovely to be invited to join in their celebration and I hope that their story can be used to inspire more facilities to make the initial investment in training programmes as the benefits more than repay these initial costs.
www.bics.org.uk 46 | TRAINING AND EDUCATION
twitter.com/TomoCleaning
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