TRACKED QUALITY MANAGEMENT SYSTEM
Comprising a ruggedized PalmPilot® uploaded with software for scanning bar codes and a database of customized, location-based information, the Tracked system, a vital part of Five Star Services’ Quality Management Program, is designed to be flexible and scalable.
Bar codes, affixed to various key locations at a facility, are coded into the database with corresponding information about that location. This unique “fingerprint” provides the supervisor, manager and the customer, with location-specific information for any specific or a range of dates. This data is periodically analyzed for a particular location or aggregated over several locations to determine the overall "scores" of the services provided.
Reports are generated at set frequencies and reviewed by management and customers. These reports are used to take appropriate actions that help to increase the service “scores” over time.
The Tracked Data Collection Process Standard questions and question-groups are defined for a particular room type, (e.g. office, restroom) and uploaded into the system. The system does allow for the customization of questions depending on requirements. The supervisors and managers collect data on a predetermined schedule. Sometimes customers also carry out inspections, either on a scheduled or random basis, using the Tracked system.
The Data Repository, Analysis and Reports The data collected from answering the prompted questions when bar codes are scanned, are stored in the hand-held computer until it is transmitted (typically every night) to a dedicated central database repository for the Tracked system. The data is then analyzed and reports generated and shared for continuous improvement purposes.
The analysis involves the aggregation and slicing & dicing of the data, contained in the central database, in a variety of ways to help with continuous improvement efforts. Standard reports involving bar charts, pie charts and tabular information, along with appropriate commentary, are provided periodically to all interested and affected parties. Sample charts are shown here for illustrative purposes. Custom reports can be generated to accommodate specific requests and requirements. Reports generated typically monitor the quality of service for specific areas such as restrooms, offices, conference rooms, and executive offices.
Continuous Improvement -- Corrective and Preventive Actions The daily reports generated from the overnight transmittals are used for corrective actions - i.e. they are used to "dispose" of an issue right away. Trended data reports are studied closely and any repeated occurrences of sub-standard work investigated with the intent of isolating the root cause of the problem. Once the root cause is isolated - for instance, inadequate staffing at a particular location, or training of existing staff -- preventive actions are put into place to avoid further occurrences of the problem at hand.
Computerized I-9 Compliance
The next step in providing our Managers with a reliable staff, is ensuring their legal eligibility to work in the United States. Illegal workers live in fear of detection and often roam from job to job. The legal and financial risks aside, the constant flow of new employees to a site requires continual training and is not conducive to CQI.
Five Star utilizes a computerized verification system to ensure that all service technicians are legal residents of the United States. Upon receipt of I-9 documentation (a prerequisite for employment with Five Star), operations personnel enter Social Security numbers into a national database via computer modem. The database either verifies or denies the accuracy of the information provided immediately.
Five Star operations management believes in and enforces strict compliance of all INS standards and procedures.