In the Facility Services industry, and particularly in the cleaning end of the business, we have for too long ignored the power of data to help us improve our service, satisfy our clients and outperform our competitors. While other industries have adopted Six-Sigma, Lean Processes, and other data-driven measures to identify efficiencies and deficiencies in their businesses, we have marched happily on without thoroughly measuring how we run our businesses to determine if they measure up.
That time is gone. The days of paper inspections and restroom sign-in sheets are coming to an end. Those who cling to these outdated measures will soon find themselves out of business. Not only can data drive performance, but customers are beginning to demand data as a measure of our performance. Here are some amazing things that data can do based on technology already in the marketplace:
All of these systems can be used to help us move to the next level. We can begin by establishing key performance indicators (kpi) and performance benchmarks. These are valuable tools that let contractors know how they are doing based on measurable standards that will have a significant impact on the services you provide. As you identify the items that positively impact your business, and focus on improvement in those areas, you will notice a difference and so will your customers.
I know that there are many who will be slow to adopt technology. They will say something like “This isn’t rocket science, after all”. But those who ignore the benefits of technology in their businesses will soon find that they are losing to competitors who were willing to invest in these technologies to improve their services. I can remember a time before we had computers, but I don’t want to go back to that time. The technology that I am describing, I am convinced, will transform our businesses just as computers have done in the last 25 years. Take a look around and see how data driven systems can drive you to ever improving performance.
Scott Murray is a performance coach and consultant to building service contractors and other service companies looking to provide outstanding experiences through amazing customer service.