Guaranteed Quality

From planning through benchmarking, implementation and tracking, we don’t leave anything to chance when it comes to guaranteeing the quality of our services.

We use a unique, real-time tracking and reporting technology called HarvardSmart to let you know what’s going on in your facility at all times. By putting critical information at your fingertips around the clock, we make it easier for you to give us feedback on our services and to contact us when something needs immediate attention.

Planning

Planning is essential to quality. We will design a site-specific plan for your facility that is based on our 5-point definition of clean and that includes a customized training plan for our workers as well as measuring tools for quality and your satisfaction. We also institute contingency planning to manage staff shortages and service interruptions.

Benchmarking

Our quality plan for your facility will set benchmarks to measure whether we are meeting your cleaning service requirements. These measurements will also be used to identify opportunities for improvement in our performance.

Inspections

Inspections form an integral part of our quality assurance. In addition to site inspections conducted by supervisors and project managers, you will also receive nightly inspection reports through our HarvardSmart reporting system.

ISO 9001 *

Harvard manages the quality of our subcontractors’ work based on ISO 9001:2008 standards *, the most widely recognized international quality assurance standard.

Surveys

HarvardClean offers online customer satisfaction surveys that are used to measure the quality of our services. Surveys are distributed to participants as directed by the client, and we then review all surveys with the client to determine what types of actions should be taken.

* IL only – Nationwide in progess

Training

All cleaning and supervisory personnel will receive documented, site-specific training based on the service plan designed for your facility. All workers will receive on-site training, testing and certification as well as online training through the HarvardAchieve Learning Management System.

Job Card

Cleaning personnel will receive customized job cards based on the specific tasks designed for your site. Each card will include detailed instructions of the steps required to complete an assigned task correctly and consistently.

Complaints

We respond to complaints immediately. We track complaints and performance deficiencies with a photo history and document the procedures used in response to a complaint in order to ensure that a situation does not recur.