Quality and Service Systems

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RESPONSE:

1. Discuss possible ways to improve service quality in a custodial janitorial company specializing in contract maintenance of office space.

There are ways to improve service quality. For cleaning, you might switch to green products as individuals, businesses and governmental agencies know that clean plus green equals good. As part of maintenance, you might consider implementing a green cleaning program, which is now recognized as a wise business move. The much touted benefits of creating a healthier workplace include increased productivity and reduced costs. Green cleaning has also become a key component in obtaining certification under the U.S. Green Building Council? LEED (Leadership in Energy and Environmental Design) rating system. Maintenance also might demand a larger focus on safety issues.

Below are some features to consider when evaluating and/or improving service quality:

1. A Holistic Approach. When it comes to maintaining a healthy facility, all areas ?from entryways to bathrooms to HVAC systems affect the indoor environment. Because entryways serve as gateways for pollutants entering the building, a good program will begin there. While traditional cleaning methods attempt to control this dirt after it enters and spreads throughout the building, effective (green) cleaning focuses on trapping and removing contaminants at entryways. Cleaning chemicals, janitorial processes and equipment, ventilation systems, waste removal, and even occupant habits are other areas that a holistic (green) cleaning program will address.

2. A Beyond-the-Surface Focus. The primary intent of most cleaning programs is to leave surfaces looking spotless and dirt free. Your (green) cleaning programs should go far beyond this, however. Dirt, bacteria, mold and other pollutants may not be seen, but they can certainly affect the indoor air quality. Green cleaning programs aim to remove harmful particles from the air, not add to the problem by using harsh chemicals. Although it may be difficult to judge how well a green cleaning program has removed unseen particles, you can assure your customers through guaranteeing that your equipment used is efficient and well maintained. Steps that facility maintenance providers can take to demonstrate a beyond-the-surface focus include emptying vacuum bags when half full and keeping equipment clean. Even something as simple as a dusting cloth can make a difference: A microfiber cloth ...