Cleaning quality standards
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 cleaning services customer whose main activity is not cleaning or cleaning services but who only wants cleanliness of facilities or acceptable quality level of cleaning, 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 services 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.
The market research conducted by the cleaning services industry associations shows that more than 95.5% of cleaning services customers in their contractual obligations (technical specifications) determine only the required cleaning work, its nature, process and frequency . . . but do not include the results (cleanliness) requirements. This problem creates a quality defect and disagreements over the inspections of the services compliance or the providing of cleaning services.
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 ™).
Cleaning services companies, using quality control systems based on the standards NEN 2075, QLT-100, INSTA 800, LVS 2051, GOST R 51870 or EN 13549 have a great opportunity to prove to the customer an impartial, objective and approved increase in cleaning quality, as well as maintenance of the desired quality cleaning, when services are provided efficiently. The provided quality level can be used as a strategic solution and considered the exclusivity of the cleaning services company, based on the analysis of competitors and customer expectations.
When evaluating the quality of cleaning by objective evaluation methods (NEN 2075, QLT-100, INSTA 800, LVS 2051, GOST R 51870), the cleaning company obtains a great competitive advantage, and the customer is more satisfied.
When setting the level of quality or level of cleanliness, it is recommended to switch from paper reporting forms to proven and innovative IT solutions – to determine quality, perform inspections, checks and other data collection and processing using the QUALYTICK program.
The market trends indicate that assessing the quality of cleaning by objective evaluation models allows cleaning companies and cleaning services customers to move to a new level of development that contributes to business development for both market participants.
The quality of cleaning services is evaluated according to the individual parts of the service provided. The evaluation of the technical part can be taken as the most important part of the evaluation of the service, which determines and provides the results, i.e. whether the final product of the service meets the requirements set. Standardised evaluation models, conforming to standard EN 13549 are used for the objective evaluation technical cleaning quality in the current cleaning services market. In assessing the quality of cleaning, it is important to determine the minimal customer service level agreement (SLA) or the maximum acceptance quality limit (AQL).
The understanding of quality in the cleaning services area is complex and usually the quality parameters of the technical part of the service are specified by the standards (for example, © STAND 9100™).
Customer satisfaction (up to perfection and rising to loyalty) is the basis of customer loyalty to cleaning service providers. When studying the qualitative components of cleaning services, the relevant standards QLT-100, INSTA 800, NEN 2075, GOST R 51870, LVS 2051 are determined, which provide methods for determining the quality level of cleaning. The determination of the quality of service involves the cleaning service provider, the customers, the independent cleaning auditing and conformity assessment bodies, so that established results can be compared with the quality parameters set by the company. The comparison of these parameters provides some important indicators – “quality gaps”. By addressing “quality gaps” the service also improves. QUALYTICK system and the mobile app can be used to optimise time and work without harming the environment.
The multilateral evaluation of the quality of cleaning services enables companies to efficiently carry out their activities, track the quality of services provided and received, promote productivity and optimise costs. The minimal expectations for the quality of cleaning services, defined by the customer, make it possible to evaluate and measure the quality provided. In the cleaning services market, the objective evaluation of the quality of cleaning services is carried out according to evaluation models (NEN 2075, INSTA 800, QLT-100, GOST R 51780, LVS 2051). Standardised quality control systems of cleaning services enable companies to improve their activities, improve the quality of cleaning, promote productivity and optimise costs, improve mutual relationships and are associated with organisational management systems.
Quality assessment systems of the cleaning services allow for the optimisation of labour resources and costs, increasing productivity, and can produce a tangible change in the quality of cleaning. They give you the opportunity to objectively evaluate the quality of cleaning, to define the minimal quality expectations, to increase the competence and motivation of cleaners, cleanliness specialists, team leaders, supervisors, managers, and directors.
The cleaning services market faces a difficult task in determining, what level cleaning quality is acceptable to customers when providing the services, as each customer perceives the functional quality of the service in its own way and evaluates it subjectively. Objective cleaning quality measurement systems (NEN 2075, LVS 1051, QLT-100, INSTA 800, GOST R 51870) have been developed to improve the quality of cleaning, to determine the cleaning quality level and to define the customer’s minimal quality expectations. Many cleaning companies have developed their own quality measurement or assessment systems that are used to determine what cleaning quality level must be maintained during tasks, but without reference to generally acceptable standards, these independently developed systems remain without solid foundation. Quality is a continuous process that includes strict quality control management and measurement methods, and therefore, objective and impartial assessment systems add value to cleaning services.
Customer requirements (results of © STAND 9100™) are the final product of cleaning and landscaping service, the high-quality performance of which results in customer satisfaction, cleanliness, hygiene standards, working atmosphere, occupational safety, and representativeness. Cleaning quality control systems, based on the standards QLT-100, INSTA 800, LVS 1051, GOST R 51870, NEN 2075, contribute to the improvement of service quality, identify existing technical service problems and provide quantitative expression of service quality, which provides the opportunity for continuous improvement of cleaning and landscaping service products (results) and the quality level provided. In order to increase the quality of the services being purchased and satisfaction experienced, it is important to objectively evaluate them by using certain quality evaluation methods and models.
©QLT-100:2018 – Valymo paslaugos. Veiklos vertinimo ir kokybės nustatymo sistema;
©QLT-100:2018 – Cleaning services. Performance evaluation and quality measurement system;
©QLT-100:2018 – Uzkopšanas kvalitāte. Veiktspējas novērtēšanas un kvalitātes mērīšanas sistēma;
©QLT-100:2018 – Puhastusteenused. Jõudluse hindamise ja kvaliteedi mõõtmise süsteem;
©QLT-100:2018 – Usługi sprzątania. Ocena wydajności i system pomiaru jakości;
©QLT-100:2018 – Rengjøringstjenester. Prestasjonsevaluering og kvalitetsmålesystem;
©QLT-100:2018 – Rengøringstjenester. Prestationsevaluering og kvalitetsmålesystem;
©QLT-100:2018 – Siivouspalvelut. Suorituskyvyn arviointi ja laadun mittausjärjestelmä;
©QLT-100:2018 – Städtjänster. Prestationsutvärdering och kvalitetsmätningssystem;
©QLT-100:2018 – Услуги по уборке. Оценка эффективности и система измерения качества;
©QLT-100:2018 – Schoonmaakdiensten. Prestatiebeoordeling en kwaliteitsmeetsysteem;
©QLT-100:2018 – Reinigungsdienste. Leistungsbeurteilung und Qualitätsmesssystem;
©QLT-100:2018 – Services de nettoyage. Système d’évaluation des performances et de mesure de la qualité;
©QLT-100:2018 – Impresa di pulizie. Valutazione delle prestazioni e sistema di misurazione della qualità;
©QLT-100:2018 – Servicios de limpieza. Evaluación del desempeño y sistema de medición de calidad;
©QLT-100:2018 – Serviço de Limpeza. Avaliação de desempenho e sistema de medição de qualidade;
©QLT-100:2018 – Seirbhísí glanta. Measúnú feidhmíochta agus córas tomhais cáilíochta;
©QLT-100:2018 – Takarító szolgálat. Teljesítményértékelés és minőségmérési rendszer;
©QLT-100:2018 – Þrif þjónustu. Frammistöðumat og gæðamælingarkerfi;
©QLT-100:2018 – Úklidové služby. Systém hodnocení kvality a měření kvality;
©QLT-100:2018 – Perkhidmatan pembersihan. Penilaian prestasi dan sistem pengukuran kualiti;
©QLT-100:2018 – クリーニングサービス。 性能評価と品質測定システム;
©QLT-100:2018 – 清潔服務。 績效評估和質量測量系統;
©QLT-100:2018- 清洁服务。 绩效评估和质量测量系统;
©QLT-100:2018- 청소 서비스. 성능 평가 및 품질 측정 시스템
©NEN 2075:2017 – Valymo veiklos matavimo modelis ir procesų kontrolės sistema;
©NEN 2075:2017 – Measuring model and process control system for cleaning performance;
©NEN 2075:2017 – Kwaliteitsmeetsysteem en procescontrolesysteem voor de schoonmaakdienstverlening;
©GOST R 51870-2014 – Profesionalios valymo paslaugos. Bendrosios techninės specifikacijos;
©GOST R 51870-2014 – Professional cleaning services. General technical specifications;
©ГОСТ Р 51870-2014 – Услуги профессиональной уборки – клининговые услуги. Общие технические условия
©INSTA 800:2018 – INSTA 800-1 Valymo kokybės nustatymo ir vertinimo sistema + INSTA 800 Organizacijų ir asmenų, naudojančių INSTA 800-1, atitikties įvertinimo ir atitikties reikalavimams sertifikavimas;
©INSTA 800-1:2018 System for establishing and assessing cleaning quality + INSTA 800-2:2018 Certification of companies and persons using INSTA 800-1 – Requirements for attestation of conformity;
©NS-INSTA 800-1:2018 Rengjøringskvalitet – Del 1: System for å fastsette og bedømme rengjøringskvalitet;
©NS-INSTA 800-2:2018 Rengjøringskvalitet – Del 2: Sertifisering av organisasjoner og personer som anvender NS-INSTA 800-1 – Krav til samsvarsvurdering og etterlevelse;
©DS/INSTA 800-1:2018 + DS/INSTA 800-2 E:2018 Rengøringskvalitet – System til fastlæggelse og bedømmelse af rengøringskvalitet;
©SS 627801:2017 även kallad INSTA 800 (System för fastställande och bedömning av städkvalitet);
©SFS 5994 Siivouksen tekninen laatu. Mittaus- ja arviointijärjestelmä (INSTA 800).
©LVS 1051:2017 – Valymo kokybė. Matavimo sistema, skirta patikrinti ir įvertinti valymo kokybę;
©LVS 1051:2017 – Cleaning quality. Measuring system for assessing and rating cleaning quality;
©LVS 1051:2017 – Uzkopšanas kvalitāte – mērīšanas sistēma uzkopšanas kvalitātes pārbaudei un vertēšanai