Elliott Affiliates, Ltd. Benchmark

Elliott Affiliates, Ltd. provides comprehensive janitorial benchmarking services for real estate facilities. The firm serves benchmarking clients by adding value to their self evaluation and outsourcing decisions by providing comparative information about the facility's performance in four areas:

• Cleanliness quality
  
• Customer satisfaction
  
• Best practice operations
  
• Financial comparison

Both in terms of scope and quality of information, the Elliott benchmarking report provides solid data for effective decision making.

Cleanliness quality
Client facilities are inspected to identify the number and type of cleanliness defects present. This information is analyzed using Elliott's proprietary model and reviewed by our benchmark team.
Summary cleanliness information is compared to Elliott's database of millions of square feet benchmarked. Gap analysis highlights any available performance opportunity.
The information provided is a tool for process improvement and contract management that can be used to achieve increased building cleanliness.

Customer satisfaction
During the Elliott inspection process, building occupants are randomly surveyed regarding their perceptions about cleanliness. We also utilize e-mail, fax, and phone surveys to solicit customer feedback. This information is analyzed and summarized using the Elliott model.
Customer satisfaction information is compared to other customer benchmarks, and to national or regional standards for the type of building. Gap analysis highlights any opportunity to improve customer satisfaction.

Operational performance
World class performance only happens when world class people are using world class systems. This certainly applies to janitorial services.
Elliott personnel will evaluate the capability of on-site janitorial managers, equipment, and systems. We also review the adequacy of current cleaning staff levels by looking at productivity.
Operational information is compared to our standards of best practice systems. Using this information, cleaning managers can improve systems to achieve better performance.

Financial performance
Client and contractor financial information is collected and compared to local and national benchmarks. A cost per square foot measure is used for comparison purposes.
Industry-specific databases are utilized for comparison, along with Elliott's database of client costs. Finally, a reality check with other local janitorial contractors is done.
The information provided will identify above (or below) market costs and will highlight any potential for savings.

Key questions answered by benchmarking

• Am I getting the cleanliness I'm paying for?
  
• How can I improve cleanliness performance and customer satisfaction with janitorial services?
  
• How can I help my contractor improve their operations to gain better performance?
  
• How do I rate in comparison to local and national benchmarks for performance?
  
• Should I re-bid my janitorial contract?
  
• What should I expect to pay for janitorial services, given the market today? Am I paying too much?
  
• Do I have too many (or too few) cleaning people?

Elliott Affiliates, LTD., 11350 McCormick Road, EP3, Suite 600, Hunt Valley, MD 21031. Tel: 800-626-6807; Fax: 410-584-2634.