QUALITY CONTROL & PERFORMANCE MONITORING

The best systems and controls to guarantee a reliable service

We'll allocate you a regular cleaning team, so you can get to know the people who are working for you.
All our cleaning staff is:

• graduates of our training program
• given site-specific training
• issued with uniforms and photo ID
• appraised on a two-monthly basis

You will also have the following:

• A Supervisor, who will make sure that your cleaning specifications are followed to the letter
• A Contract Manager at the start of your contract. He/ She will ensure that your team is fully staffed, trained and supplied at all times. He/ She will make sure you are completely happy with our service at all times

How do we communicate?

• Your Supervisor will communicate day-to-day issues with you via an on-site book or email.
• If you have any problems or extra requirements, your Contract Manager will be at your disposal or our Customer Care Line offers one-call resolution. You'll speak to just one team member, who will know how to deal with your issue on the spot.

How do we ensure great service?

To make sure our service is of a consistently high standard, we follow a five-tier system of checks as follows:

Monitoring your service:

1. Daily cleaner time and attendance checks using our bespoke, state-of-the-art quality management software.
2. A Supervisor will check cleaners on regular basis during their shift
3. Contract-Manager training visits, site visits and spot checks.

Monitoring your satisfaction:

4. Three-monthly Customer Care emails and questionnaires.
5. Weekly/ Monthly Quality & Time-keeping reports from our management software
6. Regular Contract Manager reporting meetings with your dedicated employee

Management and Supervision
Lumena Ltd places a great emphasis on the management and supervision of its entire contract in other to maintain the very highest standard of cleaning.

• We have a policy of one contract, one motivated services team, one manager backed up by a unique management hands on approach.
• In assessing the specification of your facility we will ensure that we make provisions for a permanent supervisor to be based on site and for the area manager to visit the site on daily visit.
• We will ensure that the site is audited quarterly by the British institute of Cleaning Science while the cleaners are at work to ensure that the highest possible standards are maintained.
• All our cleaning Supervisors are have a minimum qualification of NVQ11 and must undergo the BICSc Cleaning Operator's Proficiency Certificate and the food premises cleaning certificate scheme before being allocated a site.
• All our cleaners training are all listed in an Assessment Card that details all resources and competencies that is needed to pass a given task and unless the all the task are passed they cannot be posted to a site.

Quality assurance

• To achieve and maintain a high standard of cleanliness by operating controls which will result in consistent service throughout the life of the contract.
• We will check and record the quality of services via special software
• We will send you a monthly questionnaire to comment on all our areas of services not just on cleaning but customer services levels.
• On the commencement of contract all items that is required to be cleaned will be listed and we will want you to score us on the specifications quarterly on a scale of 1 to 10.
• In addition, an independent random check inspection using the same system will be carried out by the Area Manager to check cleaning zones.

Quality Policy

• The Management of Lumena Ltd is committed to meeting & exceeding the expectations and needs of our Clients. We recognise that to achieve this goal we need to recruit and train the best the industry has to offer. We also recognise the importance of having a comprehensive management system.
• Our company will ensure that the necessary investment is made available to aid the continuous development of all staff be it at staff operational level and management level.
• We are working towards an internal quality management system audit that meets the ISO 9001:2000 standards.
• We ensure that our quality objective is well communicated through all board.

Performance Monitoring

We use an established system of performance monitoring, which ensures our services are of the highest quality. By determining the quality level with clients in advance of the service provision through Service Level Agreements (SLA's) our clients can be assured that they will receive quality facilities management services matched to their expectations.

These SLA's will consist of measurable indicators that provide an objective view of the quality of the service provided to clients. The SLA between LUMENA LTD and its client will define the services provided, acceptable and unacceptable service levels, the Key Performance Indicators, and any actions to be taken in specific circumstances.

Computer aided help desk monitoring software will provide the actual performance figures for the services we action. This allows LUMENA LTD to carry out regular and periodical evaluations of our own performance. The indicators agreed in the SLA will be compared to the actual performance through the monitoring system to determine our performance. The outcome of this evaluation exercise will demonstrate our service provision of quality, speed of response and any other measurable service set out in the SLA.

Should our performance fall below the agreed standards set in the SLA, LUMENA LTD will provide an action plan to improve the service to ensure that the quality of the service will remain at the level agreed. By applying this mechanism to our service provision, we ensure that a high quality service is provided at all times.