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How to minimize dispute in cleaning? Clean facilities or dirty premises?

By November 10, 2019 No Comments
If the customer needs a result (cleanliness), but not a cleaning process, why, do the customers not specify the desired results required from the cleaning company in most cases? Not only can the result be clearly defined, but also objectively verified by determining the quality level provided. The Cleaning Quality Determination and Conformity Assessments Systems (QLT-100, NEN 2075, INSTA 800, LVS 1051, GOST R 51870), Cleanliness Standards © STAND 9100™ as well as the Technical Specifications for Cleaning are used for this purpose. For the customer whose main activity is not cleaning or cleaning services but who only wants clean facilities or acceptable cleanliness level, it is not rational to invest in the implementation and maintenance of cleaning systems, methods or processes. In practice and in most cases, the customer specifies their requirements and processes, but the desired results of cleanliness or their definitions are not included in the technical specifications or contractual obligations. When the customer determines the cleanliness results they require, the cleanliness characteristics appear and the provision of cleaning staff may now be focused on results that can be measured effectively. This good practice helps the customer and the cleaning company to cooperate to objectively assess the quality of the service, whilst motivating the cleaning company, to focus on provision of the results to the customer.
Customer seeks to purchase cleaning services for cleanliness (result), but cleanliness requirements and quality levels are not defined in contractual obligations. Therefore, in the best case, in the absence of established results and with a reliable service provider, the quality level will be adjusted (cleaned and re-cleaned) until the customer has received the required quality (this practice is detrimental to the relationship, called the LOSE-LOSE principle), since the customer and cleaning company consumes its resources (time, additional costs for measures, negative emotions). In the worst case, the customer will not receive anything more than damp mopping the floor once a day (which will remain dirty or contaminated), but the requirement will still be fulfilled, i.e. the floor will be damp mop cleaned. Is the customer satisfied? This is also considered the “LOSE-LOSE” principle. When the customer clearly defines the results, the cleaning company knows the customer’s expectations, which makes it easier to achieve and determine the required results, to avoid ambiguity, disputes, and to save time, resources and costs. This option is considered to be the WIN-WIN principle, when both you and the cleaning company win. To take the example further, the cleaner wins as well, since they know in advance what the customer wants, so this can be called TRIPLE WIN™ (WIN-WIN-WIN ™). When is the surface considered to be cleaned to a “high-quality” or “poor-quality” level? When is the premises considered properly cleaned? When is the facility cleaned to the desired quality level? These issues have always been the subject of discussion and disputes between the service provider and the customer. So far, “clean” and “dirty” have been fairly subjective concepts, but evaluation models based on standard EN 13549 clearly and unambiguously define the terms used in the cleaning industry. They determine the results of cleanliness and quality cleaning, and calculate the quality level provided according to the technical specifications, cleaning and cleanliness standards (©STAND 9100 ™). © QUALITY CLEANLINESS™
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