Quality assurance refers to the processes and practices implemented to ensure that our cleaning services meet or exceed predetermined standards of quality. W. Edward Deming is famous for saying, “If you can’t describe what you are doing as a process, you don’t know what you’re doing.” But in our business, we also need quality people to implement those processes.
Quality Assurance Starts with a People Connection
In today’s rapidly changing world, people long to feel a connection. Since ImageOne is in the service industry, connecting with people is critical. We truly view our relationship as a partnership between our office staff, cleaning staff and you. By providing your facility with properly selected, trained and motivated cleaning staff it makes your life easier — and ours!
- Because we are striving to build long-term relationships, many of our personnel are either referred to us or personally recruited. Our screening and interview process then helps us to make the best selection so that we create a win-win situation. Happy, motivated people are the key to our success!
- Clear Standards and Expectations: Each member of our commercial janitorial staff receives comprehensive training that includes classroom, written and hands-on instruction. This training also includes a review of our safety program (general safety, chemical safety, and hazardous communications). We also provide ongoing education to our cleaning staff regarding cleaning techniques, product usage, safety protocols, and customer service. We regularly update our training program to address emerging trends, technologies, and best practices. (COVID-19 is a good example.)
- Facility On-Boarding. Before we start cleaning your facility, our Operations Manager walks the building with the cleaning crew to be sure that all the details of your expectations are communicated.
Quality Assurance Inspections and Audits: We take a proactive approach to potential challenges by scheduling regular inspections to assess the cleanliness and adherence to established standards. By providing our cleaning crews with regular feedback, we find that we can usually avoid the pitfalls which plaque so many janitorial service providers.- Client Communication and Feedback: We welcome and encourage client feedback on the quality of cleaning services. We appreciate that you are in the building for 8+ hours each day and see things we might miss. We take pride in proactively addressing your concerns and respond to requests promptly. We maintain open lines of communication to foster strong client relationships and ensure satisfaction.
- Documentation and Record-Keeping: We maintain detailed records of cleaning schedules, inspections, audits, training, and client feedback.
We can’t promise to never make a mistake — but we do promise to always make it right!
Even with all the systems and processes we’ve set in place to achieve quality assurance, we are still human. It would be nice if we could promise to always deliver perfect service. But, people make mistakes. The difference at ImageOne is that we don’t expect for you to suffer when we fall short of expectations. To make it right, we will send a crew out to correct the problem that same day.
We want you to be delighted with our services. After all, it is through your referrals and recommendations that we continue to grow — truly, the highest compliment we can receive!
