Courtesy and appearance
A female college student who has not been working long ago was told by a cleaner that she did not flush the toilet when she went to the bathroom. When she mentioned it half a year later, she said excitedly, "am I such a person without quality?". Just imagine, if a cleaner trained in good manners finds that someone doesn't flush the toilet, he will quietly use his hard work to move the service object instead of complaining about the behavior of the service object. If you don't pay attention to the polite expressions in service at work, you will leave a bad impression on customers.
"Courtesy" and "appearance" actually reflect the management level of an enterprise. In the management work, it should be avoided that the cleaning staff come to work with unpleasant emotions or have resistance to the supervisor.
Uniform clothing and uniform image are also the basic requirements of good appearance. Employees should not conflict with work clothes or other standard requirements because of inappropriate or dislike clothes, or fear of meeting acquaintances and other reasons, resulting in the phenomenon of not wearing or not wearing neatly.
Customer demand and wage standard
Clarify the needs of property users, understand the concerns of customers, make a detailed service plan based on this, formulate the key points of work, detailed work standards and inspection standards, and list the key points, quality control points and work record requirements. Check the implementation of established work standards and procedures, and evaluate their suitability from time to time.
When working out the process flow, we should pay attention to the suitability of tools and working hours, the effectiveness of work, the convenience of customers and other factors, and standardize the process and process. We can take up the post through the shortest time training, and the service quality will not be affected by the change of supervisors and cleaning personnel.
Suitable tools and techniques
The important factors affecting work efficiency are workflow, technology and tools. For example, when cleaning glass, the efficiency and effect will be better; The efficiency and effect of washing ground with high pressure water gun is obviously different from that with common water.
Daily supervision and management
In the daily management of cleaning work, it is easy for many managers to go into a misunderstanding that the work is basically completed when the division of work and arrangement are completed, and the effect of the division of work and arrangement is not verified. I don't know whether the employees have understood it, which leads to the actual results are often inconsistent with their own imagination. If employees are scolded, criticized and punished for this, the result will be that employees will "seek another job". This failure to achieve the goal is entirely the responsibility of the management.
For example, in the dam cleaning of a power plant property, the cleaning supervisor arranged an employee to clean the soil on and off the deceleration belt. During the inspection, it was found that within half an hour, the employee only cleaned about 10 square meters of soil between the two speed bumps, and turned a blind eye to a large amount of soil and sand around. Through understanding, we know that the employee does not understand the work requirements of the supervisor; After making clear the objectives, requirements and scope of work, it has changed significantly.
For another example, the cleaning staff of a school arranged much less than usual during the Saturday holiday. Once they met the inspection work, the cleaning staff only did the most superficial garbage collection work in the morning. Through workload analysis, the actual working time was about half an hour, and many other work that should be completed at ordinary times was not done. This is the result of the obvious lack of supervision and inspection.
Analyze employee characteristics
In daily management, we should pay attention to the crowd characteristics of cleaning staff, analyze and study their work characteristics and personality characteristics, as well as the personality characteristics of a single individual, and take appropriate methods to achieve the cleaning goal. We must not take rough or too accommodating ways. Cleaning staff's family situation, education level and age are different, and these conditions will easily affect the job mobility. Therefore, all these should be taken into account in the management.
No matter how efficient and effective the general household cleaning is, everyone can do it. Strict requirements for efficiency and effectiveness of professional cleaning work is different, need professional training. The training should not only enable the cleaning staff to do cleaning, use various tools correctly, use different cleaning tools and methods for different cleaning situations, but also standardize the work process, achieve the goal of high efficiency and high quality, and ensure customer satisfaction. After the training, pay attention to go deep into the site to check and track the effect of the training, and correct or retrain in time when any non conformity is found.
Record is a very important link in quality management. On the one hand, it can provide evidence of work, on the other hand, it can make employees have a stronger sense of responsibility, which is convenient for the management personnel to check, supervise, analyze and correct the inappropriateness, and correct or punish the personnel who do not work according to the requirements.