Monitoring the work
At Lewis & Graves every member of its staff has a responsibility to monitor the standard of work, not just one or two members of the team. There is, however, a clear chain of command and two way communication throughout.
The Cleaner
Part of a cleaner's on-site training is to be pro-active by walking his or her area on completion of work, to ensure the desired standard has been achieved and that all materials and equipment have been returned to the store room.
Cleaners are instructed to report any faults or problems found, for instance broken wall sockets, loose flooring etc. to the supervisor at the end of each shift. Our cleaning staff are encouraged to put forward ideas that could improve Lewis & Graves’s service delivery. These ideas will be raised by the cleaners’ managers and discussed at regular management meetings.
The Supervisor
The Supervisor has a diredt day to day responsibility to monitor the standard of work, staff performance and all aspects of health & safety appertaining to his or her position.
The Supervisor completes a weekly quality check sheet that forms part of the Monthly quality audits made by the area manager.
The Area Manager
The Area Manager carries out ad-hoc visits to sites with out prior notice to the staff.
The Area manager walks the course with the Supervisor to monitor the standard of work, check the communications log book discuss any issues they may find.
Every month the area manager completes a Quality Assurance check form inspection for each site. Customer participation is encouraged during these inspections and comments and a signature are invited.
A copy of the form will be retained in the site manual and the original will be sent to Head Office. The inspections can be either completed as a paper exercise or electronically, using the Maximiser TM or your own IT system if you prefer this.
The Operations Manager
The Operations Manager receives copies of all the QA check forms and if there are any problems or issues raised by the customer, a site visit will be arranged with the area manager.
When all the inspections have been returned, the Operations Manager will analyse the results and prepare a report for the partners at the next management meeting.
The Health & Safety Manager
The Health & Safety Manager monitors the QA check forms for any H&S issues raised by the Area Manager and our client.
The Partners
The Partners take an active role in the management of the business. They meet the senior management team at the end of each week to discuss any issues raised from that week’s business, what action has been taken and any new or additional work discussed. Both Partners, Mark Graves and Keith Lewis, attend all management meetings.
