Contract Management
OCE Corporate Customer Services Manager, Lavinia Scott, is responsible for the initial and continued training of cleaning staff.
For six years prior to Office Cleaning Experts (1989-1994), the Customer Services Manager (Lavinia Scott) was Human Resource Manager for Town Inn Pty Ltd, the Miss Maud Group of Pastry Houses, Restaurants and Swedish Hotel in Perth.
In this capacity she was responsible for coordinating, planning, delivering, monitoring and training for 500 team members including kitchen hands, waiting staff, bakehouse personnel and apprentices and cleaners. Prior to Miss Maud, Lavinia was C.E.O. for a major British spinal injury rehab charity, ASPIRE (patron at that time, Princess Diana).
Contract Management Experience
Lavinia's cleaning contract management experience is extensive and includes most of the contracts listed on the company's "relevant experience".
Day-to-Day Site Supervision
An On-Site Principal Cleaning Supervisor is appointed in overall charge of each site. This person has a roving brief but liaises with The Contract Manager and The Customer Services Manager, Lavinia Scott. Site Supervisors and Contract Managers report to Head Office direct.
The Cleaning Supervisor is also first point of contact with each customer's office staff should any problems arise which can be fixed on the spot.
Inspections
Lavinia Scott, Contract Manager, conducts regular inspections of buildings, using our cleaning standards site inspection sheet, and then copies this report to the customer.
Site Inspections (spot checks without warning) may also be made by Oliver Sellars (General Manager), or an Area Manager on a monthly basis, generally just after the cleaning has been completed.
Areas checked would include all areas that should have been cleaned on the work schedule supplied by the customer. An inspection sheet is used to grade the work. Any faults are noted and a copy of the inspection is always sent to both the cleaner and the customer, whatever the outcome.
Rectification
Rectification procedures include:
- a follow-up fax to the customer noting that we have fixed the problem and how we fixed it
- re-training using training sheets if we think this is needed
- liaison with The Supervisor to ensure this problem does not recur
- review of effectiveness of current procedures at the next Management- Review meeting
GUARANTEEING SUPERVISION IN SUMMARY
After every inspection by Lavinia Scott the customer receives:
- A completed Cleaning Inspection Report for all sites, faxed by The Contract Manager Lavinia Scott to the customer's offices.
- A graffiti report, if apt.
Deputy Inspector
In Lavinia's absence, the monthly inspections of ail sites would be conducted by a Principal Supervisor with a Level 3 certificate.