a) The purpose of this quality plan is to identify the quality management methods being applied to the Customer Service Agreement between Castle Keepers and its customers for residential cleaning. The expected outcome is a clean home and a satisfied customer.
b) Inclusions – this quality plan applies to the development of a customer service plan which outlines requirements of and expected outcomes for a clean home and a satisfied customer.
<span">c) Exclusions – Anything that is not on the customer worksheet or part of our scope of work, cleaning procedure, Customer Service Agreement, or directly related to the satisfaction of the customer.</span">
2) Quality Inputs
a) The requirements of the specific home (re: specific materials for counters, flooring and idiosyncracies);
b) The requirements of the customer;
c) The quality management system requirements of the organization: Customer Service Agreement, CK Cleaning Procedures, Customer Worksheet and training.
<span">d) Risk assessment on the specific case;</span">
e) The requirement for and availability of resources;
3) Quality Objectives
a) If the customer makes no specific requests, Castle Keepers will follow its cleaning procedures.
b) If the customer makes specific requests, depending upon the nature of the request(s), we will include the request(s) in the cleaning procedure.
c) The special request will be included if it is something Castle Keepers feels it can control the outcome of successfully.
d) A defect in the customer’s experience is a system behavior showing evidence of nonconformity against the agreed requirements and expected outcomes.
a) In-Home Consultant has the responsibility of interviewing the customer, gathering customer requirements on the Customer Service Agreement, establishing and managing customer expectations.
i) The IHC is also responsible for communicating this information to the office so customer requirements are clear.
ii) The IHC also has the responsibility of inputting the Customer Service Agreement into the customer management program (CastleQuick) in an accurate manner or reviewing the resulting customer worksheet if the CSR types it in.
b) Customer Service Representative (CSR) has the responsibility of inputting the Customer Service Agreement into the customer management program (CastleQuick) in an accurate manner if the IHC is not available. The CSRs are also responsible for planning; implementing, controlling and monitoring the progress of the team assigned the project and providing pleasing customer service.
c) The Office Manager is responsible for communicating requirements to all affected departments, functions, and customers, and resolving problems that arise in the interfaces between such groups.
d) The Team Captain is responsible for determining the sequence and interaction of the processes applicable to the project, carrying out the Company’s cleaning procedures and any special requests, and inspecting the teammate’s work, all with a positive service attitude.
e) The Operations Manager or designee is responsible for seeing that the team satisfactorily completes the cleaning according to CK cleaning procedures (inspections), meets or fulfills customer expectations, and reviews the results of any audits performed. The Ops Manager is also responsible for controlling corrective and preventive actions.
f) Any required deviation from the cleaning procedures is to be approved by the Operations Manager or Office Manager before the deviation takes place.
a) Customer approves Customer Service Agreement during in-home consultation or via fax or e-mail. A copy is provided to the customer.
b) Customer worksheet, derived from Customer Service Agreement, is reviewed and approved by In-Home Consultant or another CSR.
c) Customer Worksheet is provided to team assigned to clean the customer’s home, and then is included in payroll records.
a) Inactive customer hard copy files and associated records are to be maintained in the Inactive Customer file cabinet for a period of not less than three years after the customer stops service.
i) After three years the inactive hard copy files are shredded.
ii) Inactive customer electronic files are to be kept in CK customer databases.
b) Active customer hard copy files are to be kept in the Active Customer file cabinet until such time as they become inactive.
c) Customer may request a copy of Castle Keepers’ copy of their Customer Service agreement, but all other documents are the property of Castle Keepers.
a) All cleaners are employees of Castle Keepers and all equipment used is the property of Castle Keepers.
b) In-Home Consultant is responsible for notifying Operations of any equipment or products required for the project that is not included in what the teams normally carry, and of any special jobs requested by customer that require a special team with special training.
c) Electricity and water are required at project sites.
a) If customer requests a special chemical or piece of equipment be used, a Liability Release form is to be completed.
b) Operations manager reviews MSDS or User’s Manual to determine if it is safe for CK employees to use and for training on the chemical or equipment.
c) Special requests for chemicals or equipment are noted on the Customer Worksheet.
d) The names of all customers requiring Liability Release are kept on a Master List and reviewed and updated yearly.
9) Customer Communication
a) Any queries about service are to be raised with the client by the In-Home Consultant, CSR or Office Manager.
b) Similarly, communications from the customer (complaints, compliments, schedule changes, etc.) should be handled by the CSR or routed through the CSR to appropriate person to answer customer’s question.
c) Cleaning teams are to refer all customer inquiries to the CSRs in the office.
10) Design and Development
a) All special requests and changes to the Customer Service Agreement should be routed through the CSR to determine feasibility.
a) All equipment and chemicals are purchased by Castle Keepers unless a Liability Release Form has been completed, by which it becomes the responsibility of the customer to provide equipment, associated supplies and/or chemicals.
12) Product and Service Provision
a) Documented CK Cleaning Procedures plus any special customer requests are combined and a specific Customer Worksheet is created. Resources and training are marshaled and a cleaning is performed based upon the details set forth in the customer worksheet.
b) The product is a clean house and a satisfied customer.
c) The service is
i) Cleaning activity performed on customer supplied tangible product (the customer’s house);
ii) Cleaning activity performed on customer supplied intangible product (special request(s) and customer needs);
iii) Delivery of intangible product (delivery of information in the context of knowledge transmission and customer service);
iv) Creation of ambience for customer (a clean house and a pleasant experience for customer).
13) Customer Property
a) Cleaning teams are to treat the customer’s home and possessions with utmost care and respect.
b) If a Liability Release form is in effect, the cleaning team uses the customer’s product or equipment while they are in the customer’s house, but they do not bring the product or equipment back to the CK office.
i) They also notify the customer when the product is running low.
14) Control of Nonconforming Product
a) When a complaint is lodged, the original team or substitute team returns to fix the problem.
b) Team reports to office if it is a valid or invalid complaint.
c) Original team is counseled by Operations Manager, Office Manager or Supervisor if it is determined to be a valid complaint, and situation is used as a learning experience on how to improve customer service for that customer, and for how to apply cleaning procedures in general.
d) When applicable, situation is shared in morning meeting as a learning experience.
e) For an invalid complaint, Ops Manager, Office Manager or Supervisor will discuss specifics of the situation with the original team to see if anything else is happening with the customer. CSR will call customer and ask questions to determine if customer needs have changed.
15) Monitoring and Measurement
a) Team Captain is to inspect teammate’s work and look over whole house (including her own work) before leaving the home.
b) If customer is present, customer is invited to do a walk through with Team Captain before team leaves.
c) Team Captain completes cleaning checklist of all work performed for customer’s reference before leaving house.
a) Operations Manager, IHC or trained designee monitors implementation of CK Cleaning Procedures and customer worksheet.
b) Operations Manager, IHC or trained designee monitors and verifies conformity with specified requirements.
c) Operations Manager, IHC or trained designee is to perform site inspections and complete inspection reports on customers’ homes at regular intervals and to address specific problems.
d) Operations Manager, IHC or trained designee provides independent objective assessment, when required, to meet the needs of the customers.
e) Audits are to be used to educate employees, evaluate cleaning procedures and equipment/products, to evaluate customer service and to evaluate performance of employees.
f) Operations Manager or designee provides surveillance of suppliers to the organization.