Elliott Affiliates, Ltd. Performance Improvement
For example, Elliott Affiliates has an enviable record of improving client janitorial performance, often doubling cleanliness and customer satisfaction. Our performance-driven system of improvement incorporates the following activities:
- Defect-based inspection
- Data analysis
- Information sharing and reporting
- Operations and process improvement
Through these activities the Elliott team seeks to identify and enhance contractor systems to meet and exceed client expectations. The result of this effort is greater value through ever increasing cleanliness quality and customer satisfaction at a fixed cost.
DEFECT-BASED ITEM INSPECTION
Independent, third party inspection is the most accurate and objective method of measuring performance for any vendor. Elliott Affiliates developed it's proprietary system of janitorial performance measurement after years of research and testing. Randomly selected rooms are inspected to determine the cleanliness of every item in them.
We invest extensive time to train and test our inspectors before they are permitted to conduct independent measurements of contractor janitorial performance. Inspectors are trained and monitored on a regular basis to ensure accuracy as well as increase their knowledge base, enabling them to bring more value to clients and contractors.
DATA ANALYSIS
Analyzing the data from the inspection is the next step of the performance improvement process. Inspectors use PalmTop computers to gather item information, which is sent via modem to our corporate headquarters. Using our custom software, we turn that data into useful performance information.
The goal of this analysis is to answer two key questions:
- Is our client getting the performance they are paying for?
- How can the contractor improve their operations and processes?
INFORMATION SHARING AND REPORTING
Once the inspection data has been analyzed, it is presented to both the client and contractor in the form of a performance report. In narratives and graphs, cleanliness and customer satisfaction results are shown.
Beyond the general facts and conclusions the report provides, detailed backup reports allow both the client and contractor to conduct more detailed investigation into areas of concern or interest.
OPERATIONS AND PROCESS IMPROVEMENT
Following the delivery of the report, Elliott account managers meet with client and contractor representatives to review the information and develop process improvement plans.
The Elliott account manager facilitates each meeting, providing coaching and training to contractor staff to develop their skills in total quality management (TQM) and process improvement. We also ensure accountability and follow-up for team commitments and action plans. Our "best practice" experience allows us to fast-track the continuous improvement of contractor operations and processes.
Key questions answered by PERFORMANCE IMPROVEMENT SERVICES
- Am I getting the cleanliness I'm paying for?
- Are my customers happy with the janitorial services they are receiving? What are their biggest complaints?
- How can my contractor improve their operations and processes?
- How can I expect my contractor to perform in the areas of cleanliness and customer satisfaction in the future?
- Which janitorial staff and supervisors are exceeding expectations, meeting expectations, or failing to meet minimum standards for performance?
Elliott Affiliates, LTD., 11350 McCormick Road, EP3, Suite 600, Hunt Valley, MD 21031. Tel: 800-626-6807; Fax: 410-584-2634.