The account manager, quality control manager and area supervisors conduct regular spot checks of the daily and periodic assignments entered in the binders by the supervisors. If the supervisor of Crew #1 says custodians a, b, and c, gave acceptable periodic cleaning to room one, two and three, the project manager can go straight to those rooms to verify or dispute the claim.
These checks, performed randomly, make dishonesty hazardous and pointless, for there is no good reason for a supervisor to cheat in the first place. Moreover, we need to understand why the assignment is not being accomplished as scheduled and fix it either by adjusting the schedule or make effective an ineffective custodian.
The supervisory and cleaner performance rating system is important to our cleaners because it is used to determine these employees’ quarterly bonuses offered via the MMC Monetary Bonus Program. At the conclusion of a calendar quarter, the ACs review each employee’s rating sheets and identifies all employees that graded out at 90% or better. These individuals are deemed to have exceeded the job requirements and receive a monetary bonus. Since the programs implementation, MMC has seen a noticeable improvement in customer satisfaction at all of our accounts.