Company Overview
- This well-known retailer sought a cleaning provider to address diverse needs across its head office, distribution centre, and stores.
Services We Deliver
- Washroom Cleaning
- Shop Floor Cleaning
- Office Cleaning
- Car Park Cleaning
- Back of House Cleaning
- Window Cleaning
- Canteen and Kitchen Cleaning
- High Traffic Touch Points
Challenge and Resolution / Goals and Outcomes
- Facing challenges with the previous supplier, they aimed to enhance cleanliness, communication, colleague punctuality, and equipment efficiency.
- Mobilisation Challenge (TUPE Transfers): To address delays in TUPE transfers due to poor communication, our HR team efficiently onboarded transferred colleagues using recruitment platforms before the contract began.
- Improve Communication: TCFM operate with a flat management structure with dedicated Account and Area Managers for better communication. We also conduct monthly audits and periodic review meetings and ensure constant communication between Area Managers, who also conduct frequent drop-in visits. Introducing this structure and management style to the retailer significantly improved communication, ensuring transparency, regular updates, and quick response times to meet customer expectations. This has led to a growing relationship with the retailer, which has been vocalised numerous times
- Equipment Issues: TCFM provided the correct tub vacuums and ensured the right equipment was utilised, reducing unnecessary expenditure on equipment. This resolved equipment related issues, resulting in a more cost efficient and effective cleaning process.
- Resolve Cleaning Issues: We implemented our comprehensive training program through iHasco for new and transferred colleagues. We clearly defined expectations for colleagues to ensure a high standard of cleaning and understanding from colleagues. We improved the cleaning standards significantly through improved skills and a consistent approach.
- Improve Colleague Punctuality: Due to the lack of trust with the previous supplier, Homebase wanted us to ensure our colleagues would consistently turn up on time with measures to manage these issues. TCFM introduced Timegate, a system that provided notifications, eliminating surprises related to cleaners not being on-site. This improved colleague punctuality by effectively managing and monitoring their presence on-site.
Audits (Achievements)
- Our KPI agreement with this retailer was to achieve 90% on audit scores, and TCFM has consistently achieved over 95%.