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posted 09/01/2018 - 11:49
Do you see enough of your contractor’s managers?
Are you reacting to their problems, constantly on their backs about day to day issues?
Simply reacting to problems will never result in a high quality service, most obviously because you have to rely on issues making themself apparent before they can be resolved. In addition, fire fighting problems takes considerably more resources than having the right systems to anticipate them. And reacting to problems takes up your time; you have to field complaints, report them to your contractor and then check for resolution. As the client, your role should be focused on contract development and enhancement at regular meetings, not day to day operational issues.
It is an industry wide problem that managers are spread too thinly, so it is vital that you look at the level of management you expect from your contractor at tender, as service levels are greatly affected by the quality and frequency of management visits. The best suppliers provide managers who have the time to proactively identify and enhance areas before a problem occurs, eradicating the importance of response times and preventing any burden on your own workload.
Look for a high manager/contract ratio. Managers need to be well trained and given the time to understand clients’ needs so they can add value to a contract. This gives them greater job satisfaction so they stay in post long term and clients benefit from continuity. Processes and mechanisms should ensure that potential issues are highlighted before they affect the service. Ideally managers will hold weekly meetings to grade performance of quality, operations, health and safety, environment and training. If an area has potential for a problem it should be flagged, drawing focus until resolved.
A process that aids communication, pre-empts faults and prevents the need for wasteful reactivity.
About TemcoUK Facility Services
Since 2001 Temco has been operating in the UK in a wide range of environments, from servicing the meticulous demands of medical clean rooms to daily office cleaning in commercial and industrial environments in both private and public sectors.
Combining professional standards with flexible management structures, the company prides itself on offering consistently high results alongside outstanding client service. Based in west London, TemcoUK Facility Services employs over 450 staff with a turnover in excess of £5m.