OCS is a global facilities management company specialising in delivering integrated services across various sectors. With a focus on enhancing efficiency and customer experience, OCS offers comprehensive solutions in cleaning, security, catering, engineering, and more.
OCS wanted to improve their cleaning service levels by making sure that their staff always had what they needed to do a great job. Through regular audits they learned that their on-site cleaning cupboards were not consistently maintained to the required standard, with cleaning products, forms, and health and safety information sometimes unavailable or difficult to find.
As a result, cleaners were wasting time looking for products or forms that weren’t there, then using the wrong products because the right ones weren’t available, and not completing the required paperwork. Area managers were wasting time re-explaining what was needed, and how it had to be done. Ultimately service quality was suffering.
After properly understanding the problem, we recommended a simple performance support tool, with embedded learning. The purpose was to make it easy for supervisors and cleaners to maintain their cleaning cupboards to the required standard. The primary target audience was supervisors, but the solution was relevant to all 4000 cleaners.
We designed a solution that would give supervisors clarity in their responsibility to maintain their cupboards and enable them to easily check their cupboard against the standards checklist and then take appropriate action to address any issues.
In collaboration with the HSEQ advisor, we created a new interactive web-based checklist for maintaining cupboard standards, with a QR Code placed on every cupboard, linking to the cupboard Checklist. Within the Checklist, there were additional images and explanations to provide clarity and make it easy to use. We also delivered an online micro-module (~5 minutes) with video demos to introduce the tool and show supervisors how to use it.
Supervisors (or cleaners) are now able to open any cupboard, scan the QR code with their phone, and use the online checklist to check their cupboard, and follow through with any actions or reporting.
By implementing this simple yet effective learning and performance solution, OCS now has an in-workflow reference and training tool resulting in:
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