What are the Quality Standards in Cleaning Services?

Managing a successful cleaning organization, be it a building service contractor or an in-house custodial/cleaning department, requires hard work, dedication and, perhaps most importantly, a thorough understanding of the customer’s service requirements. It is necessary, therefore, to manage an organization in a manner that is predicated on ensuring quality, efficiency and overall customer satisfaction.
The Cleaning Industry Management Standard is designed to assist cleaning organizations in setting up a
management system that allows an organization to meet those goals. In essence, the Standard should be thought of as a management framework that can be used to develop customer-centered, quality organizations.

Further, the optional Green Building component provides organizations an opportunity to implement a
standardized framework for the delivery of environmentally preferable cleaning services. The criteria specified in
Section 6 is closely tailored to meet the specific green cleaning requirements in the LEED for Existing Buildings:
Operations and Maintenance (LEED-EBOM) Green Building Rating System, and compliance helps an organization
demonstrate their ability to assist customers achieve LEED points, while greening their overall operations.

Quality and Customer Satisfaction
Compliance with the Standard is dependent on a dedication to quality and meeting customer requirements, and is based on universally accepted management principles that are the hallmarks of successful organizations.

Further, compliance with the Standard is undeniably achievable by all cleaning organizations, regardless of size and sophistication. In fact, the Standard elements were developed through a true consensus-based process to ensure that it is applicable to cleaning organizations of all sizes and levels of service and those representing all segments of the cleaning industry.
One of the most important features of the Standard is that it is non-prescriptive and is based on management
principles that have proven to be primary characteristics of quality, customer-centered cleaning organizations. The Standard, therefore, does not require, recommend or otherwise endorse any particular process or product; it allows individual organizations flexibility in choosing the most effective ways in which to meet their management requirements.
The Standard’s management and Green Building provisions have been intentionally designed to be as simple andstraightforward as possible and, as mentioned above, applicable to all cleaning organizations from the largestnational building service contractors to the smallest in-house custodial/ cleaning departments. Ultimately, it isdesigned to assist cleaning organizations in developing customer-centered, quality organizations and to guideorganizations in managing their businesses in the most efficient and cost-effective manner possible.