TCFM Providing Cleaning for a Premium Grocer. Delivering transparent, flexible and value driven cleaning solutions for a leading retail innovative brand in London.
- TC Facilities Management (TCFM) partnered with this premium grocer to raise standards, unlock operational savings and constantly embed continuous improvement across all their UK stores.
- This grocer is an American supermarket chain that is focused on providing natural and organic products.
- Founded in 1980, the company has gained a reputation for its commitment to high quality, ethically sourced food.
- They first entered the UK market in 2004 with the opening of its Kensington store in London.
Services we Deliver
- Store cleaning
- Adhoc cleaning
- High level cleaning
- Periodic deep cleaning
- Window cleaning
- Washroom cleaning
Challenges & Resolutions
- Absence Procedures
- Previously, there was a lack of structure with cover for absent colleagues, and this premium grocer was often under resourced with cleaning colleagues.
- When TCFM took over, we drew on the strength of our team by using colleagues from other contracts who wanted additional hours not available on their contract to fill in during peak holiday times.
- We also implemented our mobile support team and mobile structure to offer flexible support where needed.
- TCFM implemented our absence reporting procedures and holiday planner. Our Area Managers are experienced in this area.
- Their management and approach of remaining close to the contract ensures efficient site coverage when colleagues are absent, sick or on holiday, minimising disruptions to operations.
- Right to Work Checks
- Building on our commitment to legal, ethical employment practices, our HR team remains vigilant in monitoring and verifying the legality of our colleagues.
- Our HR team utilised our rigorous vetting and right to work checks using the platform Experian, and when taking over the contract, TCFM identified that a number of the cleaning colleagues were working illegally and did not have the right to work in the UK.
- The colleagues working illegally were already aware of what they were involved in, so they voluntarily left the company, and this resulted in several vacancies for TCFM.
- Machinery & Equipment
- TCFM initiated a replacement plan involving retiring all old machines no longer fit for purpose and investing in industry leading cleaning equipment.
- For the unique requirements of larger sites, we provided escalator cleaning machines, ensuring efficient cleaning of the escalators.
- By giving our colleagues the right tools for the job, we enhanced operational efficiency and improved the cleanliness of all areas.
- Review of Schedules
- TCFM reassessed the hours we were delivering and ultimately reduced some of the hours to ensure we provided savings to them whilst not compromising standards.
- This involved a comprehensive evaluation of staffing needs, considering the evolving demands of the post pandemic landscape.
- We completed a cost saving exercise to ensure that by sizing the team correctly and optimising cleaning schedules, we ensured the customer received savings.
- Communication and transparency were key to ensuring the grocer and the entire team were informed and engaged during these necessary adjustments.
- By remaining close to the contract and conducting monthly audits and reviews, we quickly identified that the cleaning patterns no longer aligned with their needs, particularly during the night when colleagues were not supervised correctly.
- We, therefore, initiated a strategic shift in our working patterns and redefined the cleaning schedules to better suit the needs of the environment.
- Again, this required TCFM to remain close to the contract to ensure the cleaning standards were high during the shift realignment, and our agile approach, in turn, improved efficiency and cleanliness.
Goals & Outcomes
- Consistency
- The first goal was to improve cleaning standards across all areas.
- To achieve this, we implemented a strategy focused on ensuring we maintained consistency in our cleaning process and practices across all locations.
- This included standardised protocols and training programs to ensure our colleagues consistently delivered high quality service.
- We conducted monthly audits to assess and enhance our performance, where we were scored against mutually agreed upon KPIs and SLAs.
- This provided us with valuable insights into areas of improvement.
- The Contract Director and Area Managers discussed these audits in monthly reviews and regular meetings with Store Managers.
- These regular meetings emphasise the partnership approach and collaboration that allowed them to address any concerns and allowed TCFM to gain valuable feedback.
- Compliance
- The second goal was to ensure a fully compliant team to safeguard the brand image.
- This goal was driven by the lack of audits by the previous supplier, and they were not audited at all and the lack of right to work checks.
- We therefore implemented our monthly audits, which encompassed regular audits for quality and standards, and went the extra mile by introducing bespoke audits tailored to the needs, requirements and layouts of each of the seven sites.
- This allowed us to evaluate compliance at every location and ensured the levels of service we provided matched their prestigious brand image.
- Our HR team also ensured all colleagues were fully vetted and compliant.
- Added Value
- After TCFM settled into the account, we undertook additional responsibilities, going above and beyond the initial scope of work. As the contract is an out of spec contract, any work falling outside the predefined specifications was completed at no extra charge.
- For example, an unexpected incident occurred at one of the sites, flooding the basement. This would normally incur additional costs; however, our dedicated Account Manager demonstrated their problem-solving skills and experience by accommodating the task with the existing hours, so there were no additional costs to the customer.
- This upheld the integrity of our contract and showcased TCFM’s dedication to delivering value beyond expectations.
TCFM Standard Technology Innovation
- Producing a full audit trail with robust vetting and right to work checks that cannot be overridden to provide an additional layer of security.
- Provides improved quality of training and service delivery.
Outcomes
- Our Area Manager Felix Romascu, began with TCFM nine years ago as a cleaning colleague here.
- Since then he has progressed through various promotions including Site Supervisor and Site Manager.
- Due to Felix’s work ethic, ability and skills, he has now been promoted to Area Manager.
- TCFM consistently score above 95% in our audits every month.
- Time & Attendance system.
- Real time auditing system.
- Accident reporting system