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SKG Cleaning Services PHONE: l300 885 588
WEBSITE:
www.skg.net.au
EMAIL: [email protected]
SKG Cleaning Services Australia Head Office: Unit 22, 205-213 Port Hacking Road MIRANDA NSW 2228
Contents
OUR COMPANY
IMPROVING PROCEDURES
SERVICES
OUR CLIENTS
THE TEAM
CONTRACT MANAGEMENT
INSURANCE
FINANCIAL
METHODOLOGY
GANTT CHART
QUALITY ASSURANCE
WH&S MANAGEMENT
ENVIRONMENTAL
FOOD SAFETY HACCP
TRAINING & COMMUNICATIONS
INNOVATION
CONTACT
www.skg.net.au
Company
SKG Cleaning Services Australia is a highly regarded
organisation specialising in the cleaning of commercial
offices, retail centres, industrial sites and government
buildings.
Operating in NSW, the ACT, QLD, VIC, SA, and WA
the company is family owned and has been operating
since l977. SKG provides cleaning and building mainte-
nance solutions to over 300 clients. Due to its quality
management, environmental sustainability, innovation
and professional team of committed individuals, SKG is
considered one of the more progressive and
fresh-thinking cleaning service companies in the
industry. Offering the highest professional standard of
cleanliness, service, support and care, SKG consistently
meet client needs and deliver results that go beyond
expectations. Not just a cleaning company, SKG is an
overall integrated cleaning service solution. SKG
services approximately 700 sites in NSW, the ACT,
QLD, VIC and SA. SKG has a strong team of over 700,
ranging from senior management to office
administrators and from site managers to cleaners. SKG
has the size, resources and financial
capabilities to continually thrive in the industry and
maintain its highly regarded presence.
SKG Cleaning Services Australia
Observing the overall poor quality and general under-
commitment of cleaning contractors back in the l970’s,
Steve and Kathy Manoussakis took it upon themselves
to pioneer the uplift in cleaning standards, revolutionise
the way cleaning contractors met client expectations and
provide that extra impression towards customer
Years of Success
Since l977, SKG has been servicing a wide range of
government and private sector clients, having worked
closely with the Department of Commerce, the NSW
Supply Service and the Australian Property Group,
engaging in cleaning various sites such as commercial
offices, colleges, industrial locations, and of course, retail
centres. Big names such as CSIRO, Target, Royal Aus-
tralian Mint and Inghams are just a few of the clients
SKG have serviced over the years and SKG still service
to this day. Family owned and operated by Steve, Kathy
and George, the commitment of the family team has
been the cornerstone to the growth of the organisation
both divisionally and financially. Loyalty to their clients,
encouraging innovative thinking in the workplace and an
overall dedication to raising the bar every time — SKG
is still blooming after 40 years and still standing strong.
SKG is a member of the BSCAA, Building Service
Contractors Association of Australia, and has been for
several years. The BSCAA holds an award evening for
cleaning companies, cleaning suppliers and sponsors.
During our time as members, SKG’s Cleaning Services
have been nominated for awards for Excellence in
Maintenance Cleaning of Commercial site.
In 2014 SKG’s cleaners were nominated for 6 out 11
awards and were the overall finalist for the division.
In 2015 SKG was nominated and was awarded
Cleaning Company of the Year.
In 2016 SKG was nominated once again and was
awarded Cleaning Company of the Year.
BSCAA - AWARDS
Improving Procedures
Purpose and Responsibilities
SKG Pty Ltd ensures its business objectives are
implemented on time and in full. The company has
established an Improvement Procedure, which
incorporates dealing with requests for improvement, non
conformances, corrective actions, preventative action,
clients’ feedback and service requirements. The outcome
of a majority of actions in these areas serves also, to
address the IMS combined requirement of Measurement
Analysis and Improvement activities for our Business
System.
This procedure is also intended to guarantee the
deployment of suitable supervision, training, installation,
contract management, client services and ensure our
business processes are in place when contracts are
commenced and progressively monitored through to
completion. The presence of this monitoring is through
site inspections, auditing, staff appraisals and requests
for direct client feedback.
Further, the procedure serves to empower SKG Staff
with ability to identify and document improvement areas
(as non conformances to specified requirements or areas
requiring improvement) and respond to client
complaints and initiate and carry through and sign off
on any corrective or improvement action(s) taken to
rectify same. Further, the Improvement Procedure
empowers managers and staff it initiate preventative
action to continue or restore SKG’s good reputation in
the cleaning industry. All SKG staff and sub-contractors
inducted into our Business System are responsible for
ensuring all cleaning contractual activities meet the
stringent controls that our industry operates under.
Additionally, managers are responsible for tracking the
progress of improvement actions, reporting outcomes to
management (meetings), signing off on rectified non
conformances and corrective actions and appropriate
record retention.
Procedures References
Supplier Reviews
Client Complaints
Client Orders/Contracts – setting out requirements
Non Conformance Reports
Non Conformance Register (a folder with previous NCR’s)
Inspection Checklist Form
Contract/Order Details – plans, specifications, security plans
etc
Delivery Dockets
Industry Code for Particular Product(s) (Australian Standards)
Internal Audit and Inspection Procedure and Internal Audit
results
Other Business System Procedures and Documents as required
Client Feedback/Complaints
SKG recognises that in the highly competitive service
industry of commercial cleaning client feedback (both
positive and negative) plays an important role in the
continued growth and expansion of the business and the
variety of services to clients.
From the basic site communications booklets through to
the formal client feedback questionnaire SKG monitors
responses as its prime means of firstly satisfying contract
requirements and secondly exceeding these requirements,
where possible for the duration of contracts. Further,
SKG is aware that business expansion is frequently based
on current contract performance, networking and a good
reputation in the market place. Feedback from clients is
an ongoing agenda item at a majority of Management
Meetings and negative feedback always leads to the
implementation of improvements or corrective actions
and longer term preventative measures if negative
feedback continues.
Improvement Action
All requests for improvement (mainly minor or more
attention to detail) at contract sites, non conformances,
corrective actions and preventive actions are generally
documented via email and as a matter for
communication the management team is made aware
that an improvement or corrective process is
underway – again via email.
Any staff can initiate improvements, identify non
conformances, client complaints or preventative actions.
Staff initiating action is required to outline as much
detail as is necessary – in the email up to and including
the section for proposed corrective action and forwarded
to the Customer Services Manager(s) to ensure that any
negotiations with suppliers and clients is formalised and
the corrective action is carried out. This is especially
critical at site locations where non conformances need to
be corrected immediately to rectify a work process,
health and safety or environmental issue. Early
identification of areas for improvement result in lower
costs and time delays or possible imposed penalties in
rectifying issues.
Non Conformances
Delivered Services – Cleaning Services are inspected on
commencement (as part of contracts and orders) to
ensure standards are established and inspected in an
ongoing process to ensure compliance to client
requirements. All complaints or negative
feedback, whether verbal or written, or resulting from
inspections, are generally received in the same manner
and handled inn the same way. Any client concessions
or special rectification requirements are noted on the
form and full details recorded separately and attached
(as necessary). Notify client and service providers if the
situation is clearly a Supplier and or Subcontractors
Error, and request it be rectified.
Procedures-cont
The contract cleaning industry is one in which there
occurs frequent communications between clients and
contractors relating to performance issues and
management or supervision staff should be mindful of
this and not raise an improvement for minor
problems but rather consider the broader picture – if the
minor problem is repeated on a regular basis then
appropriate action should be taken. Internal and
External Audits – all negative or improvement
observations from internal and external audits (business,
supplier, safety or environmental) can be documented on
an Improvement Form or raised directly at a
Management Meeting – see records for responses and
actions taken as a result of audits. (See Management
Review Procedure) All RFI’s raised by management
from client communications are reviewed by
Management (with follow up reports to Management
Meetings) to determine the causes of poor or neglected
duties non conformances and if corrective and
preventative actions taken have rectified the problem(s)
and prevented further similar non conformance(s), and
established that there are no negative trends emerging.
Procedures-cont Where repeated non conformances occur a root cause
analysis is conducted as part of the corrective process to
ensure a longer term preventative solution is in place. A
root cause analysis may examine the following – cleaning
process(s), timeframes, skills of staff, workload at site,
equipment and chemicals used. An ideal preventative
action outcome is that the non conformance does not
occur again. However, SKG realises that many variables
exist in work places and accepts that a
reduction of 70 + % in the occurrence of non
conformances (usually minor) represents a satisfactory
outcome. A Root Cause Analysis Checklist Form is
available to identify the main elements of
non-conformance.
A further initiative of preventative action is the Contract
Review carried out annually when a full assessment of
the work outcomes is made. This can be vital –
especially when fresh tenders are called and SKG’s price
is very competitive and the company misses out on being
re-awarded the contract.
Contract Reviews, also offer a way of implementing the
key ISO requirement of Measurement, Analysis and
Improvement – through consideration of – service and
process (cleaning & documenting) conformity, client
satisfaction levels, business system performance and
continual improvement actions.
Records
Document Storage Retention
RFI Form Original filed in Office, hard copy 5 years
Client Complaint Located on Contract or Project File 5 years
Improvement Register (Folder) Hard copy, Office 5 years
RFI (NCR) Report Management Meeting Minutes, Office 5 years
Improvement Requests NCR Register and Management Meeting Minutes 5 years
Corrective Actions – these are initiated as quickly as
possible after identification takes place – this ensures
clients are not adversely disadvantaged – either in
cleaning gaps or the operational effectiveness of their
business.
While the Improvement Procedure applies to all aspects
of the company and its operations, at all times –
individual decisions are made when fresh contracts are
awarded as to the extent of application for the procedure
– on a cost benefit analysis basis – while still ensuring
the stated aims set out in the “Purpose” of this
procedure are met at all times.
Services
Additional Services SKG is at the fore front of the professional
cleaning services industry. SKG's progressive
approach in providing a wide range of high quality
cleaning services has been the key factor to our
success. Using efficient service operations and known for
our ‘24 hour a day service’ commitment, SKG has
continually strived to exceed client expectations, not
only by meeting client requirements but by also staying
focused in the industry and staying true to the quality,
WH&S and environmental practices set by SKG.
Professional Services
Commercial Cleaning
Retail Cleaning
Industrial Cleaning
School Cleaning
Government Cleaning
Office Cleaning
Pharmaceutical Cleaning
Hospital Cleaning
Food Safety Cleaning
Lab Cleaning
Waste Removal and Recycling
Window Cleaning
Food Safety Cleaning
High Pressure Water Cleaning
Anti-Static Carpet Cleaning & Treat-
ment
SKG also provide cleaning service solutions that go
beyond the standard cleaning contract. As illustrated
above, the company now offers a total integrated
service placing SKG in a very competitive
position. The ability to offer such a range of services at
very reasonable prices has attracted many small to large
businesses to switch to SKG. The organisation utilises
the services of a large team of 700, all of whom have
been inducted and trained to provide the best
professional cleaning service in the industry.
Graffiti Removal
Floor Strip and Sealing
Upholstery Cleaning
Sanitary Supplies
Washroom Services and Consumables
Pest Control
Food Safety
The Team
SKG are proud to service such a diverse array of clientele, all of whom rightfully demand individualism and flexibility. SKG
provide services to companies both large, small, private, government, retail and commercial, both long term
contracts and one-off jobs. By no means is the client list above complete or full. It is simply a reflection of the various
organisations from different industries that SKG are pleased to service and in turn have sustained long term business
relationships with.
Our Clients
Range Of Customers
SKG has a robust infrastructure with the flexibility to set up service anywhere in the eastern seaboard and SA.
Due to the commitment and loyalty of the key personnel above, SKG’s growth has skyrocketed from a small
family owned start-up to a well-built competitive organisation that delivers professional cleaning solutions
unlike any other.
Organisational Structure
Steve Manoussakis
Director
George
Manoussakis Managing Director
John
Conomos Operations
Manager
Prabin
Shrestha Accounts Executive
Leading Hands and Site Supervisors
Ground Staff
Peter
Vrahas Contracts Manager
Con
Savell Accountant
Melissa Unger SKG
Help Desk
Phil
Waring Compliance
Manager
Neil
Atkins IT
Manager
Christine
Kadi Administration Co-ordinator
Yasmin Cassidy
Administration Co-ordinator
Allan Pittman ACT
Customer Service Manager
Leanne Cash QLD
Customer Service Manager
Norma Culverson Customer
Service Manager
Jo Sheely Regional NSW
Customer Service Manager
Amit Dhital Area
Supervisor
Joe Schiro
Customer Service Manager
Lydia Seman
Customer Service Manager
Shriya
Khadka Accounts
Officer
Govinda
Dhital Accounts
Officer
Pratap Rana
Client Service Manager
Jim Bastas Customer Service Manager
Kelly
Minogue Sales
Executive
The Team cont.
SKG believe that building a good working relationship with the cleaning staff is a key factor in retaining them.
Supporting staff with their concerns & issues is essential as shown in our training points below:
Respect - SKG does not discriminate, and treat staff equally.
Support - SKG have on-line training available that staff can access remotely from
any location to keep up to date with new cleaning techniques and test themselves in
Manual Handling Modules, Safety Modules and Chemical Awareness Modules.
SKG Area Managers also provide onsite training and inductions, afterhours training
and tool box meetings allowing cleaners to express their concerns and issues.
Training our staff - SKG provide training and development to all cleaning staff.
Incentives are also offered to keep the cleaning staff engaged and knowledgeable
with developments in the cleaning industry and its changing environment.
Fair workload – SKG Management will always ensure that cleaners are treated
fairly with workloads. This ensures that the highest level of service is delivered to
the client.
Fair pay - Cleaners will be paid according to the Cleaning Services Award 2010.
Recognition – SKG rewards it’s staff through various means, including cleaner of
the month award, gift certificates, positive feedback amongst other means.
All of the above points lead to the most critical aspect of staff retention – Job satisfaction.
Outside the financial aspect, job satisfaction is one of the most important factors for retaining quality staff.
Which is why, we take so much time with training our Customer Service Manager’s on these topics alone.
Our Help Desk team which is available 24/7 can assist with many of the day
to day processes that may be required, including the following;
- Customer Assistance
- Site Requests
- Quotes
- Work Orders
- Status Update
- Emergency Cleaning
The Help Desk Team is here to ensure that your needs are met in a timely manner. Please don't hesitate to con-
tact our team on 1300 885 588, email [email protected]
Contract Management National Contracts Manager—Peter Vrahas
Involvement
Manages all activities related to preparation and submission of tenders and development of company business
by performing the following duties personally or through subordinate personnel. Peter has over the past 4 yrs
with SKG has proven his ability to deal with competing demands and manage multiple projects with a signifi-
cant degree of autonomy, with demonstrated capacity to manage and motivate people to achieve objectives. He
analyses and compiles data on each factor and site of the tender that may have an influence on costs such as
labour, materials, equipment and location, with this detail he is able to put forth the best price without cutting
any of the quality and standards that SKG have built and run this company on.
Operations Manager – John Conomos
Involvement
John`s experience extends to over 10 years within the cleaning industry. He has gained a thorough understand-
ing of best practise cleaning processes through a hands-on approach as well as training courses and industry
specific workshops. His initial role with SKG was that of a Customer Service Manager and was promoted to
Operations Manager in 2011.
John’s involvement begins at the Tender process where as part of a team, their input is vital in gaining an under-
standing of the processes and costs associated with meeting the clients specifications.
The Operation Managers responsibilities include;
Develops and maintains operational cleaning process plans to include all scheduled requirements, labour
hours, material and equipment needs, weekly and monthly reporting as well as providing input into the
development of standards and value added processes, costs and customer liaison.
Establishes productivity and quality control standards, obtains data pertaining to client requirements,
specifications and standards and ensures that all established costs, quality and service delivery commit-
ments are met.
Reviews client inspection reports and directs the resolution of operational problems to ensure client sat-
isfaction, minimisation of costs and prevent operational delays.
Coordinates operational activities with all other functions of the organisation to obtain optimum pro-
ductivity and utilisation of personnel and equipment.
Performs administrative activities associated with the effective management of operations including submission
of operational reports on a timely basis and the compilation, storage and retrieval of data for reports.
Contract Management Cont.
Customer Service Managers
- Lydia Seman
- Joe Schiro
- Jo Sheely
- Allan Pittman
- Andrew Morgan
- Jim Bastas
Involvement
Our Customer Service Manager for the Site will be responsible for developing and maintaining operational
business plans to include all scheduled requirements, labour hours, weekly and monthly reports. The Customer
Service Manager will be carrying out the Quality Assurance Reporting onsite as required , all of our manager
have an extensive knowledge and experience in the cleaning industry and have had experience in all varieties of
commercial properties, office admin, libraries, community halls, childcare centres, museums, depot centres and
many more.
Responsibilities include;
Develops and maintains operational business plans to include all scheduled requirements, labour hours,
weekly and monthly reports, costs and image.
Establishes productivity and quality control standards, develops budget and cost controls, obtains data
pertaining to client requirements, specifications and standards.
Provides guidance to the development of a cleaning process plan, including subcontract and personnel
requirements, material and equipment needs, and customer liaison.
Ensures all established costs, quality and service delivery commitments are met.
Coordinates operational activities with all other functions of the organisation to obtain optimum pro-
ductivity and utilisation of personnel and equipment.
Reviews client inspection reports and directs the resolution of operational and maintenance problems to
ensure client satisfaction, minimisation of costs and prevent operational delays.
Ensures all assigned personnel are trained and aware of and comply with Company, government and
customer policies procedures and regulations.
Ability to work independently and make operational decisions within the Company Policy and Proce-
dures.
Insurance
Long Services and Super For ACT, SKG are members of the ACT
Long Service Board. Although there is no
such Board in NSW, SKG follow and abide
by the statutory requirements and relevant
awards regarding long service leave.
Superannuation
Australian Super Fund Phone: 1300 300 273
Fax: 1300 366 273 Employer Number: 609761
Insurance Type
Policy No.
Extent of
Cover
Name of Insurer
Workers Compensation/
Accident Insurance
WC280816157
Full cover
Cambridge Integrated Services
Australia Pty Ltd
Public Liability / Plant and
Equipment
18 A172254 PLB
$20 million
QBE Insurance (Australia) Ltd
SKG Insurance
Financial Financial Sustainability
SKG Continuity Plan
SKG Pty Ltd has since 2005 embarked on a
diversification process so that the backbone of the
business is not tied to one specific cleaning operation or
client but rather to a range of cleaning and facilities
management initiatives that have their own independent
operations, highs and lows of activity and strengths and
weaknesses in terms of turn over and profit across the
full range of client areas. In essence SKG has spread its
specialisations as follows;
For SKG the vital steps in the diagram above are applied
in the following manner;
Analysis – understanding the client requirements
Solution design – preparing a successful tender
provision of commercial office cleaning in the private
sector,
retail cleaning in large and small shopping complexes,
government agency cleaning – office and other facilities,
entertainment industry cleaning – cinemas and event
venues
education campus cleaning
food preparation facilities cleaning
facilities management
Additionally as a component of the company’s inte-
grated business system, certified and audited we have
developed a basic step by step process to capture all
essential information, materials and staff skills to enable
the business to continue operating in both normal and
critical situations.
The process adopted is commonly used in many leading
organisations – however SKG has factored in the diverse
nature of our business to produce the following process
and this is broken down to a number key steps.
Insurance Type
Policy No.
Extent of
Cover
Name of Insurer
Workers Compensation/
Accident Insurance
A19952016
Full cover
ICare Employers Mutual
Public Liability / Plant and
Equipment
TC1604962
$20 million
Lion Underwrit-
ing
Financial Sustainability-cont Implementation – putting SKG Quality Implementation
plan into action on receipt of the contract Testing and
acceptance – ironing out teething problems working to
achieve a smooth operation that satisfies the client
Maintenance – ensuring that the contract runs efficiently
in all aspects – cleaning, reporting back to client, staff
training, regular site visits by management, adequate
resources and continual improvement to build long term
relationships
Workplace
SKG has in place an integrated management system
certified and audited to the major standards of quality,
safety and environmental management and as part of the
continued operation of its certification it is required to
operate its client sites in an efficient, safe and
environmentally friendly manner.
Quality
All SKG sites have full documented site manuals
detailing the key procedures and forms (both hard and
soft copy) that are required to be completed by staff
which forms an integral part of the management
processes – training, record keeping and resourcing
(supply of consumables) and client reporting processes
which provides the basis of service consistency across all
SKG sites. Complying with the ISO Standard means we
conduct regular Management Review Meetings, at sen-
ior managerial level, at which operational and quality
issues are permanent agenda items.
Safety
Being Certified to AS/NZS 4801:2001 is the best
guarantee that SKG client sites are managed with worker
training and safety as paramount issues for all in the
company. Site staff is trained in the use of all cleaning
aids and equipment, chemicals and safe work procedures
and records are retained as evidence of this training.
Further, in complying with the NSW WHS Legislation
and regulations (2000 and 2001) and the new
legislation (2011) SKG conducts consultation with staff
on safety, welfare and environmental concerns – our
Risk Assessments and Safe Work Procedures are the end
product of consultation and consensus built up over
many years. At all new sites management/supervisors
conduct risk assessments and discuss cleaning
specifications with site staff and move from a generic
quality mobilisation plan to a permanent
management/operational program. SKG is also mindful
of Fatigue regulations and no site member is ever asked
to work excessive hours. Finally, staff is rewarded for
good and consistent work and details are conveyed
through SKG’s Newsletters.
Environment
Under the company’s policy of using only “green
chemicals” which has been in place for 10 years SKG is
able to state with confidence that its sites are
environmentally friendly. If our clients are in agreement
our cleaners are able to put in place additional
environmentally friendly practices such as cleaning under
reduced lighting, minimal water use where use is
restricted to maintaining levels to meet hygiene
regulations in areas such as rest rooms and kitchens. In
the areas of waste disposal SKG cleaners are trained to
efficiently separate rubbish from recyclables and pack
accordingly in either client provided receptacles or SKG
provided pick ups.
Financial Sustainability-cont
Supply Chain
In accordance with the company’s Financial
Administration Purchasing and Invoicing Procedure
SKG operates under an approved supplier list and
frequently reviews those organisations (at Management
Review Meetings) from which we source consumables
and equipment. As stated above – chemicals are
purchased only from those suppliers that can
provide green environmentally friendly biodegradable
cleaning agents while equipment, such as vacuum
cleaners must have the highest energy saving rating on
the market and be suitable for heavy duty operation.
SKG has made its policies on purchasing available to
present and future suppliers and above all we advise
clients and future clients of our policies and practices in
these two key areas.
However, SKG remains open minded in regards to new
chemicals and equipment and understands that changes
in science and technology are taking place at a rapid rate
and are applied to the cleaning industry at frequent
intervals. Examples of implemented changes are
prevalent in the areas of heavy cleaning machines
(scrubbers) and SKG is progressively changing over to
battery operation in preference to electric powered
machines as an energy saving step.
Community Liaison and Stakeholders
SKG is committed to providing excellent contract
cleaning and facilities management services to existing
and potential clients and in-turn their clients, in a
professional, competent and courteous manner. At all
times our key emphasis is quality, safety and sound
business practice that leads the company to:
Clear understandings of customer, community and
regulatory requirements
Attain these requirements with all work undertaken
Generate ongoing improvement in teamwork, processes
and disciplines
Review and train staff in essential skills and
competencies
Recognise that SKG and its staff perform a unique value
adding process to our clients their customers and the
general public
Recognise that as a company we have a corporate
responsibility to the wider community to reflect current
values and participate in undertakings that foster
improving qualities of life
To achieve these goals SKG has developed and
implemented an integrated management system that
permits staff from all areas of the company to assume
responsibility for their work actions and how the
outcomes of these productive activities enhance the
company and its place in society. SKG staff
undergoes rigorous training, probity checks and all sign
off on a Code of Integrity Conduct. The latter ensures
that SKG cleaners are of the highest caliber and are able
to be placed in both demanding and security conscious
locations.
Financial Sustainability-cont
As a certified integrated management company (9001,
4801 and 14001) together with adherence to respective
state and federal legislation SKG is representative of
those well known organisations which open their doors
to outside scrutiny to demonstrate a willingness to
participate fully in community goals and practices
reaching to the highest levels of operational
transparency.
SKG recognises the following areas as essential to
achieving ongoing quality outcomes and business growth
in partnership with clients and the general public:
A full understanding of client, community and
regulatory expectations and requirements in all aspects
of our business undertakings .
Exceed these requirements during the conduct of
business in supplying services.
Review current and future work activities to ensure our
clients and the community have no cause to question or
complain with the way we handle work or operate in
local communities.
Always consider the broader environment when we are
allocated contract work in both residential and
industrial/business locations.
Work only within the legal boundaries governing time,
access, noise and disruptions.
Restrict work outside the normal legal limits to
emergency response activities – when it is in every ones
interests to solve the problems as quickly as possible.
Advise the wider neighborhood of impending
work – even emergency activities.
Accommodate groups with special needs – e.g. access
and egress while work is underway
Enhance all work practices in accordance with
WorkCover requirements and regularly review these
processes to ensure identified levels of risk are regularly
reduced.
Review all aspects of SKG’s operations in line with
implemented procedures.
Recognise quickly when the fault lies with SKG and
immediately rectify the problem.
Introduction
SKG Pty Ltd has developed our Quality Plan Methodol-ogy as a guide to preparing work teams and equipment to commence Client contracts on time and to meet all specification inclusions. Our service starts with the use of comprehensive imple-mentation to ensure the smooth transition of the service provided by SKG Cleaning Services. All new projects involve a high degree of planning by our management staff. We endeavour to identify all issues, responsibilities & risks prior to commencement. Once identified, these are assigned to various staff within our company, whose skills & knowledge are util-ised to complete all necessary preparatory actions. Each project is headed by a Project Manager, whose role begins with the start-up of the project and continues until the services provided meet the client's stated levels. Scope of Work
As specified /provided within the tender documents. Health & Safety
The following points are applicable to all operatives whilst on site to undertake cleaning operations: A) Only trained and competent employees of SKG Pty Ltd / Approved Partner may undertake High / Low Level Work. B) All personnel undertaking High / Low Level clean-ing operations will be deemed fit to do so. On a day to day basis it will be the duty of the team supervisors to ascertain the 'fitness' of the individual members of his working team. C) In the event that an exclusion zone is necessary it will be set up around the area of work. This will include all relevant signage, tape and if application a 'grounds person'. The exclusion zone is particularly important in areas, which allow public access.
Emergency Procedures
When on site, on a building or structure the operative will be governed by the rules for emergency procedures laid down by the client/building management. In case of emergency within the working team, only the working team (unless otherwise requested by a member of the team) shall undertake any form of rescue.
Methodology
Once the casualty is at ground level, and after being briefly examined and any emergency procedures having been carried out (all members of each team will have been trained in first aid) and further action i.e. Ambu-lance, hospitalisation, will be decided. All accidents/injuries will be reported following proce-dures laid down in our Workplace Health and Safety Systems guideline and adhering to all current Legisla-tion. Pre-start Activities
Equipment is checked for suitability and quantities. Equipment always meets appropriate Australian Stan-dard. Cleaner’s room stocked and/or cleaner(s) bring required cleaning materials for daily use. SKG Area Manager/Area Supervisor checks supplies. A check of staff numbers and skill levels (as per work categories) is carried out – Staff numbers are engaged and training provided as necessary. The different types of training include the following; Training Videos for Cleaning Staff; - How to Clean and Maintain Hard Floors - How to Clean and Maintain Large Hard Floors - How to Clean and Maintain Carpets - How to Clean and Maintain Washrooms - How to Strip and Seal Hard Floors - How to Clean Windows Our Online Induction Training covers; - Safety - Manual Handling - Chemical
Methodology-cont
Training videos for managers & supervisors; - Leadership Planning - Strategies and Planning - Mentoring Leaders - Being Positive - Performing Better - Planning - Better Employees - Making Change - Stress Release - Difficult Customers - Benchmark Leadership - Communication - Recruitment and Employees - Stress Finalising arrangements with selected Service Provider(s) – checklist completed and checked off in the office be-fore signing on Service Provider for work. Essential items such as certificates of currency and OHS documentation must be in place before accepting a Service Provider. For sites involving security and sensitive issues staff may require clearances and probity checks prior to commenc-ing work. If children are present on sites cleaners will require child protection clearance as well. Assess whether or not the new contract will impact on existing policies and procedures – if yes does there need to be urgent changes or changes at the next scheduled review. Final check for all approvals and scope of work (as per contract) is made and copies of approval documents etc is added to the site file. Establishment of site activities by staff, in appropriate PPE (e.g. supplied uniform), and any other required equipment necessary to carry out all work. Cleaning Contract Commences
Staff and Management participate in site inductions – either run by SKG Area Manager/Area Supervisor (experienced cleaners) or the Client (pre-determined). If required, cleaning staff work under client WHS Man-agement Plan or SKG’s WHS Plan and Safe Work Pro-cedures – the latter are specifically targeted at cleaning. In either situation staff are fully inducted to encounter all WHS situations. All cleaning staff inductions are carried out by an SKG Areas Manager of SKG Area Supervisor and the records of inductions remain on site for the duration of the con-tract. Site Documentation Folder handed over to cleaner in charge – following completed sign offs – folder contains
required QMS, WHS, EMS and client specification documents. The site Client Communication Book is placed in the agreed position to enable a fast response to any client concerns or special requests – e.g. extra Site Supervisors monitor plans on a daily basis and where necessary will either confirm the existing plan or amend the plan to suit the prevailing demands. Weekly reviews (more frequently in the early stages of a project) communications are held with the principal contractor(s)/clients. Structure of Working Team
The working team will consist of a minimum of one operative. It will also comprise of one Area Manager. Each member of the working team shall have an equal share of the duties. The Area Manager will be responsi-ble for making sure that all members of the team are fully aware of, competent in and implement at all times, all aspects of the companies Health & Safety Policy. In this respect he / she will assume the role of Company Safety Officer. The supervisor will also insure that the standard of work is of a consistently high standard at all times. Arrival on Site - Sign in at reception - Report to site supervisor - Complete site induction - Proceed to working area and check that areas are safe to commence work - Check equipment is safe and in good working order, report any discrepancies - Proceed to work as per method of work
Methodology-cont Methodology-cont Cleaning Completion
- For shift closure the process follows normal end of shift procedures. - Equipment is, turned off, returned to secure storage area. - Hand tools (brooms, mops and buckets etc) packed away and other work items stored or packed as per the appropriate Safe Work Instruction. - Checks are made for any signs (e.g. wet floor) deployed during cleaning are removed and returned to storage area. - Leave areas tidy - Sign out before leaving site - Leave site in a safe and professional manner Full operational details are provided in our Risk Assessment and Work Instructions developed as Site Specific documents for each contract (and sub-location) as required. This detail is kept onsite within the Site Documentation Folder Reporting
Cleaning reports are provided to the client either on a weekly or monthly basis as required in the contract. These reports are carried out by SKG Customer Service Manager attending the site and meeting up with the site contact to go through both Key Performance Indicators and Inspection Reporting to assess any queries the client may have. SKG has developed an Online Reporting system has been designed to provide our customers with up to date and transparent information regarding all cleaning activities undertaken by SKG Our QA reporting system is web based system that SKG has developed to suit the needs of managing commercial cleaning contracts. The QA Reports allows a manager to conduct inspection reports on client sites and fill in the report for a site online. This allows SKG to provide monthly reporting of both Key Performance Indicators and Inspection Reporting. The system is also available on mobile devices such as iPads and tablets.
Quality Plan/Methodology Process for Commercial Cleaning
GANTT CHART Transition Time Line
Transition In Plan: One month prior to commencement:
Operations Manager allocates designated Area Manager for the Site.
Operations Manager Co-ordinates implementation of all WH&S, Quality and Environmental standards for the Site.
Operations Manager determines resources required and adopts measures to provide them.
Staff recruitment, training, inductions, police clearances will then be conducted by the Area Managers.
All managerial and cleaning staff updated on specifications for the site. two week prior to commencement:
The Area Managers will organise delivery of required machinery to the site. This will be done as close as possible to commencement date.
Chemical volumes determined and supplied.
All WH&S, Environmental and Quality Assurance systems to be implemented. Eg: Safety Data Sheets, Risk As-sessments, Safe Work Method Statements, Communications Books etc are to be readily available.
One week prior to commencement:
Keys, security passes, cards etc to be issued and signed for.
Leading hand to assist in setting up cleaners rooms. Allocating machinery and chemicals to specific areas
SKG maintains the highest level of quality and reliability
of service at the lowest practicable cost, to meet and
surpass the contract requirements, needs and
expectations of our clients. Quality Management
integrated with Safety and Environmental
Management is the basis on which services and the
conduct of SKG’s business operations are based. All
management meetings, supervisory visits, staff training
and daily operations are designed to meet client needs.
Through the use of documented procedures and forms,
site inspections and sign offs, SKG is able to closely
monitor the level of performance delivered to clients.
Full implementation is an integral part of our service to
clients through training and induction with regular
updating to ensure full compliance with our Integrated
Business System (IBS). Certified to the AS/NZS ISO
900l:2000 Quality Management System standard, SKG
recognises the importance of providing quality service
outcomes and endeavours to extend such quality
service influence by encouraging suppliers to apply the
same principles to their operations, especially when
providing cleaning products or services to the company.
Quality Assurance
SKG’s key quality business objectives are to:
provide exceptional service and reliability for the
duration of the contract
provide quality workmanship by committed and
trained personnel
provide value for money using only the highest
quality
materials
satisfy clients, industry regulators and staff, and
provide such services in a professional and ethi-
cally responsible manner.
The Quality Management Standard overarches all activi-
ties. Procedures are documented and reported to
cover all key areas e.g. document and records,
management reviews, auditing, customer requirements,
training and regulatory monitoring. Daily operations run
in accordance with the established procedures. These
operation procedures, in some instances akin to duty
statements, have been developed to cover key tasks such
as the contract cleaning management procedures. These
provide the Client Service Managers with a clear
blueprint on how to manage their client sites, e.g. mobi-
lization for new contracts, quality control, responding to
complaints, feedback to clients, monitoring performance,
monthly reports and ensuring materials supply.
Reporting
Certified System
Performance
SKG is committed to continually improving the way
business is managed and the way the business encourages
staff to develop their skills. Internal and external training
aims to:
nurture a culture that values training and
development, so that staff have the opportunity to
reach their potential
as a result of our staff training and development,
SKG encourage long service and loyal employees
deliver increased value to clients and stakeholders
due to more efficient and competent staff.
SKG achieves these objectives by:
inducting all personnel and clearly communicating
values and expectations
conducting regular performance reviews with staff,
to identify training and development needs to meet
individual and business objectives
encouraging individuals to train and develop
themselves to meet business needs and help realise
their personal potential.
WH&S Management
Commitment to Safety
The success of SKG’s operations depend on the people
who perform them. The well-being of staff is therefore
the major consideration in all company operations
whereby safety is one of SKG’s greatest responsibilities.
SKG’s OH&S policy statement expresses the following
commitments to health and safety in the workplace:
maintain the certified WH&S Management System
AS/NZS 480l:200l
abide by all statutory and regulatory obligations as a
minimum and pursue best practice applications be-
yond these requirements
provide the necessary training for all staff to safely
perform their duties
consult with staff, on a regular basis, to identify and
control risks
maintain plant and equipment in a safe operating
condition
isolate defective or dangerous equipment until fixed
set and monitor WH&S improvement objectives and
targets
review this policy to ensure it continually reflects
legislative requirements and organisational needs.
SKG is committed to ensure the safety of all employees,
clients and visitors in the workplace. Every employee,
regardless of rank or position, has an individual and
co-operative responsibility to be uncompromising with
regard to health and safety. Risk management is
incorporated as an integral part of all business initiatives
and operations, ensuring all hazards are identified,
assessed, controlled and modified as necessary to
maintain safe working activities.
Eco-business
Environmental
In undertaking contract cleaning, SKG strives for
environmental excellence in all its activities. As part of
the commitment to the environment, SKG:
maintain the certified Environmental Management
System AS/NZS ISOl400l:2004
maintain knowledge of and compliance with relevant
Environmental Protection legislation, as well as
other relevant legislation and regulatory requirements
continually improve environmental management
performance through periodical site, warehouse and
general reviews
develop and set environmental benchmark objectives
on an annual basis and review performance against
these objectives
communicate SKG’s environmental policy to all
employees, contractors, clients and the public
implement an action management plan in the event
of an environmental accident or incident.
The Environmental and Sustainable Management Plan
evaluates the following areas as targets for improvement
and action:
Air quality management
Energy management
Biodiversity management
Chemical use management
Community awareness
Staff training
Waste management
Water management
SKG uses green chemicals and is huge on waste
management and recycling. Besides these, SKG has
implemented other sustainable practices such as cutting
back on water use, employing waterless solutions and
water recycling, ensuring that 98% of all staff work
locally to the contract site and encouraging staff to car
pool and alternate drivers. SKG have also secured
responses from suppliers such as Agar Chemicals to
collect empty chemical containers for recycling.
SKG plans over the next 2 years to continue investigat-
ing ways it can reduce the company’s carbon footprint,
ways it can clean smarter using even greener cleaning
agents and ways it can fully motivate staff at all times to
exercise care and concern for environmental protection.
Sustainability
Food Safety
Food Safety HACCP
SKG Pty Ltd contracts to provide a range of commercial
and related cleaning services, throughout NSW and
interstate, including contract cleaning and cleaning
maintenance in accordance with client contracts and any
additional requests.
SKG’s intention is to maintain and continue the highest
level of Quality and Reliability of Service at the lowest
practicable cost and to meet and surpass the contract
requirements, needs and expectations of our clients.
Food Safety has an equal significance in SKG quality
assurance program, and the HACCP system has been
implemented to address these issues.
SKG meet FSANZ Food Standards Code and any other
state legal requirements including specific customer re-
quests.
All members of the SKG team are expected to comply
with the procedures as documented in the quality
assurance system. Commitment to quality and safety is
paramount to ensuring that SKG customers’
expectations are achieved.
SCOPE
The quality manual / HACCP system developed for
SKG has been developed to adhere to the FSANZ Food
Standards Code and the Codex Guidelines. SKG con-
tact clean food premises in accordance with the premises
food safety requirements specific for that industry by
documenting & implementing an individual program for
each client. Both safety and quality issues are reflected
within the system to ensure safe, quality cleaning to our
customers.
Scope: The purchasing & delivery of cleaning supplies to
food premises & contract cleaning these premises in
accordance with the premises cleaning & food safety
requirements.
The product ranges covered in the Quality Manual/
HACCP Program include: N/A – SKG provides a con-
tract cleaning service only, there are no food products
produced, handled, packed or stored.
Training & Communications
Communications
SKG are happy to announce a new feature on our
website – the client login. The log in feature allows our
clients to enter into their own secure area on the website
and obtain access to monthly inspection reports, site
specifications, newsletters and other important reports
and documentation. This has demonstrated an increase in
contractor-to-client communication, reduced the time in
paper handling but most of all, supports SKG’s
objective to make things easier and more accessible to our
clients. The feature allows a user to access
documentation by using various drop down lists
according to the preferred search category, - whether it
be: ’by site’, ’by month’ or ‘by document’. A user is then
able to open the documentation in PDF format which is
scaled and print ready for their own
records. SKG constantly seek new methods to strengthen
communication and operations between contractor and
client.
SKG has invested significant resources in training and
developing of our people to ensure that we not only de-
liver the services we have been contracted for, but also
deliver a superior service to the customer. The quality of
our training and development has been underpinned by
the growth in service contracts and evidenced by the in-
creased recognition by our customers of our quality of
service. SKG is now in a position where we have a
significant number of skilled, trained and proactive
people who can step up into management roles as SKG
grows its cleaning services and related businesses across
Australia.
Quality, Chemical Training and Food Safety.
SKG Supervisors have extensive cleaning knowledge but
are also trained thoroughly on effective management.
Some topics include, The Visionary Leader, How to
Hire Train and Reward Employees, Effective Delega-
tion, Leaders Make Change Work, etc. Our training
regime is constantly changing to meet the requirements
of our industry.
SKG now offers to all Managers, staff and cleaners
online videos on Training & Development and General
Induction Training Modules. This information can be
seen on the SKG website at: www.skg.net.au
Online Training Facilities
SKG Holds training workshops onsite and at its Head office, through video presentation, Q&A and tool box sessions. SKG workshops include OHS, Environmental,
Innovation
Time and Attendance System-(TAS)
Online Reports SKG Online Reporting system has been designed to pro-
vide our customers with up to date and transparent infor-
mation regarding all cleaning activities undertaken by
SKG
Our QA reporting system is web based system that SKG
has developed to suit the needs of managing commercial
cleaning contracts. The QA Reports allows a manager to
conduct inspection reports on client sites and fill in the
report for a site online. This allows SKG to provide
monthly reporting of both Key Performance Indicators
and Inspection Reporting. The system is also available on
mobile devices such as iPads and tablets.
SKG’s Time and Attendance System allows our cleaning staff to clock in and out at any site anywhere across Australia. The system captures real-time data which is automatically sent back to SKG’s Client Management System.
The Time attendance system reports accurate readings or entry and exit times, it is functional 24 hours a day and at any location where power and data are available.
Our system is compatible with touch tone devices such as smart-phones, iPhones, iPods, tablets or iPads, which makes it a convenient solution.
Our mobile application allows our cleaners to focus on the actual job at hand rather than trying to remember what time they started and what time they have finished.
The Time and Attendance System is suitable for any size site and it comes as a free of charge value add item, rather than an optional extra. There is no additional cost for this system, only the use of site wifi and power.
Each site receives a unique user name and password which allows them to log into SKG’s Client Management System and view all their records.
Records include:
* Time Tracking * Cleaning Reports * Quality Reports * Consumables Reports:
Our time and attendance system gives SKG’s clients the edge they need in today’s marketplace. It takes away the uncertainty aspect in managing cleaning contracts and allows them to focus on their core business. SKG’s time attendance system is the tool needed to help control cleaning labour costs.
Contact
© SKG Pty Ltd
This publication, and the information therein contained, is the property of SKG Pty. Ltd. and is supplied on the following conditions:
l. The information herein contained, text and images, is treated as confidential.
2. No reproduction of this publication or any part thereof shall be made without written permission from SKG Pty. Ltd.
3. Acceptance of this copy of the publication shall be deemed acceptance of the above conditions.
SKG Cleaning Services
ABN: 45 162 372 125
HEAD OFFICE:
UNIT 22, 205-2l3 Port Hacking Road
MIRANDA NSW 2228
POSTAL ADDRESS:
PO BOX 2446
TAREN POINT NSW 2229
PHONE: l300 885 588
FAX: (02) 9522 4366
WEBSITE: www.skg.net.au
EMAIL: [email protected]
