What Is Quality Service In The Industry expert ponders perception of superior service. Cleaning Industry? By: Lynn Krafft U Unfortunately, there is no simple answer to, “What is quality service in the cleaning industry?” A dictionary is not a lot of help. Definitions of “excellence or superiority” are ambiguous. Nor are the definitions of quality experts consistent. The more one reads on the subject, the more one understands that no single definition can cover all aspects of quality for all products and services. Since this is the case, we must use expert guid-ance to arrive at a definition we can use for the cleaning profession, one that applies to what we do as service providers. Letʼs begin with two of the most familiar names in the field. Phillip Crosby (1926-2001) wrote his first quali-ty-focused book in 1979 titled, Quality Is Free . He wrote simply that quality comes from “doing it right the first time.” Doing something over to make it right is costly in many ways. Crosby defined quality as “conformance to requirements” and maintained that only a system Lynn E. Krafft is an ICAN/ATEX editor and a cleaning service operator. Mr. Krafft is also a supporting member of ISSA and the Cleaning Industry Research Institute (CIRI). for more info Visit www.cmmonline.com and type in search keyword: Service . For more information on related products, visit www.cmmonline.com , select SUPPLIER SEARCH from the main navigation bar, and enter keyword: Training . Quality cleaning means that all the blemishes or unwanted substances on objects or surfaces in the facility were identified and removed in harmony with the best methods available to save time, safe-guard human health and safety, preserve the surfaces and enhance the appearance of the property. 20 CM/Cleaning & Maintenance Management ® • January 2010
CMM – Archives Jan 2010: 20
