LCC boosts service quality
August 1st 2006

Southern-based contract cleaning and FM company LCC Support Services has set up a team of Quality Auditors to monitor its work standards for each of its clients.

Initially there are three dedicated field-based QAs to monitor every site maintained by the company. They will interview each client, carry out random quality tests and check that all work fulfils contractual promises.

Regular site survey reports are prepared which include a record of the service level scores achieved each month. This information is recorded on PDAs so clients sign them off on site. The data is downloaded to the LCC integrated business management system on the client services helpdesk.

"As a contractor, we stand or fall on quality," says LCC managing director Bob Vincent. "If we get it wrong it can be too late by the time the client tells us, so we must actively monitor every day. Our Quality Auditors have no sales or training responsibility and are focussed on service for the 1300 premises we maintain."

The company says an additional benefit is that the QA system can be tailored to individual sites. It can record service issues raised at the last Quality Audit, track outstanding help desk issues, view previous check list issues and outstanding recruitment/vetting matters.

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