Large Private University Northern California

A world-renowned university in Northern California was battling high cost, poor quality, out-of-control turnover, and a complacent outsourced work force.  The school was confronting the need to increase the level of cleaning and service to its students and faculty while remaining mindful of budgetary concerns.  The university environment required expanded coverage, elevated security involvement, flexible staffing levels, multi-service capability, technical expertise and seamless service delivery.  Furthermore, quiet professionalism and efficiency were top priorities. 

Once ABM Janitorial Services was chosen, we initiated a Quality Program.  The program was customized to fit the university’s unique needs and scope, and included incentives for the service employees.  Utilizing information provided by experienced operations management as well as input from a cooperative custodial staff, personnel assignments were re-engineered to maximize service time and minimize set-up and travel time.  Also, measurable Key Performance Indicators (KPI’s) were designated and tracked, focused customer surveys were implemented, and call center enhancements were initiated.  These programs, along with a solutions-oriented reporting format, paved the way to capturing opportunities for continuous improvement.

As a result of ABM’s involvement as service provider, quality ratings and customer satisfaction dramatically rose, accompanied by a precipitous drop in employee turnover.  Moreover, service frequencies have been increased and new service programs have been incorporated such as re-lamping and security functions designed to meet cyclical university needs.  In conclusion, the cost-effective program has effectively established a new set of benchmarks in the college and university marketplace, and many other prominent universities have incorporated some of the techniques into their portfolio, a testament to the innovative structure that ABM has provided to this university.

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