Criteria for the quality of operation and maintenance of buildings
The quality of building maintenance is an important indicator of the work of the company’s facilitation or its own technical and administrative departments. The introduction of international quality standards is a must have for outsourcing companies, since standardized and understandable processes greatly facilitate the client’s tasks of assessing quality and building mutually beneficial relations.
Complex maintenance of buildings includes a lot of works of different focus, in this regard, there is a number of difficulties associated with the objectivity of quality assessment of the service, among them:
- The service is not a tangible object, therefore it is much more difficult to see.
- Difficulties with objectivity. For example, for each person the boundary separating clean and dirty floor will be different.
- Technological schemes of different works can be quite complicated, include several processes and include different participants who are in different places
- The evaluation of the quality of services often requires specific measurements with the help of various instruments
Each professional outsourcing company seeks to satisfy the client and the end user, and in order for expectations to coincide with reality, it is necessary to clearly state all the work with the indication of evaluation criteria. This might look like this:
There are also evaluation criteria for scores, they are usually used in cases of unscheduled work, for example:
Evaluation of customer satisfaction or the end user is called a checklist. Thanks to specialized software, the questionnaire is made online on a daily basis, which ensures the transparency of all services provided. The assessment is based on standards agreed with the customer, as shown in the tables above. Visualization of the obtained data allows you to quickly see a decrease in the quality of service for certain works, objects and take measures to remedy the situation.
To date, the criteria for assessing the quality of building maintenance are an integral part of the technical documentation. An important point here is the coordination of all related nuances at the stage of contract preparation, for a common understanding of the tasks. Thanks to such developed evaluation methods, the client and the contractor can speak the same language and objectively evaluate the work and satisfaction with the cooperation.