Leading Online Retail Distributor Cleaning Case Study

Leading Online Retail Distributor

• Sector: Distribution
• Location: Wakefield
• Supporting 24/7/365 Operations
  
  
  • To ensure seamless support for the customers’ 24/7 operations, we strictly adhere to our contract’s agreed costings and scope of work.
    Our team consistently delivers a high standard across all site areas, maintaining a consistently high level of service.
    In addition to our routing tasks, we maintain flexibility by always being available to respond to any unexpected or urgent cleaning needs.
    
  • This proactive approach allows us to address ad hoc requests promptly and efficiently, minimising disruption to the customer’s operations.
    
    

Goals and Outcomes

• Staffing Structure
  
  
  • Our staffing model is specifically designed to support continuous operations without compromising quality or coverage.
    
    We deploy our colleagues across a 24 hour period, split evenly into two rotating shifts.
    
    The first shift operates from 07:00 to 19:00, and the second from 19:00 to 07:00, ensuring round the clock coverage.
    
    Each 12 hour shift includes a well balanced team with designated roles to cover every operational area effectively.
    
    Site Size: 1,000,000 sqft
    
    One Supervisor oversees all activities during the shift, coordinating tasks and addressing any immediate concerns.
    
    Two Forklift Truck (FLT) Drivers are assigned to material movement and waste support.
    
    Two waste colleagues manage the removal and segregation of site waste per environmental standards.
    
    One dedicated Machine Operator handles specialist cleaning equipment.
    
    Five colleagues are responsible for specific zones and functions.
    
    One canteen cleaning colleague ensures hygiene in food preparation and dining areas.
    
  • Two additional cleaners provide flexible support for high traffic areas, spillages, or special cleaning requests that arise during the shift.
    
• Audit Achievement
  
  • TCFM have achieved an average 95% audit scoring.
    
• Communications
  
  
  • Cleaning within a 24/7 operational environment differs significantly from traditional cleaning settings.
    
    
  • One of the key differences is the level of communication and coordination required.
    
    
  • With colleagues on site at all times, we maintain continuous contact with the customer, allowing for real time updates and fast response to any emerging needs. This ensures smoother operations and ensures all areas are covered effectively across shifts with a clear structure and defined responsibilities.
    
    
  • Additionally, the continuous presence of cleaning colleagues enables us to address issues immediately without waiting for traditional working hours to resume.
    
    
  • This structure also supports better workload management and helps avoid service bottlenecks.
    
    
• Minimising Disruption Without “Out of Hours” Windows
  • Operating in an environment where there is not a traditional daily downtime requires smart scheduling and proactive problem solving.
    
    
  • All colleagues are trained to report issues to their Shift Supervisor, responsible for directly resolving minor concerns. For more serious matters, the Supervisor escalates the issue during the morning briefing or Site Manager immediately if the issue is critical.
    
    
  • This structured escalation process ensures any problems are addressed promptly and efficiently.
    
    
  • All cleaning related requests or escalations are documented and shared in a dedicated communication group, where they are reviewed and actioned the following morning.
    
    
  • Supervisors carry radios at all times during their shifts to ensure instant communication for both the customer and the cleaning teams.
    
    
• Deep Clean Scheduling and Execution
  • Deep cleaning is typically planned in conjunction with the customers scheduled shut down periods. These shutdowns, prearranged by the customer, allow us to perform comprehensive cleaning tasks during either day or night shifts, depending on the schedule.
    
    
  • Outside of these planned shutdowns, we also carry out daily deep cleaning in low traffic areas to minimise disruption.
    
    
  • For example, break rooms and restrooms are cleaned during times where colleagues are not present, and production floors are cleaned during scheduled breaks.
    
    
  • This strategic timing ensures deep cleans can be completed to a high standard without interfering with operational activity.