A SMART objective is one that is Specific, Measurable, Achievable, Realistic and Timed. SMART is now in common usage in helping managers agree objectives within appraisal and performance management systems.

 

NJC are SMART-ER because we have set up a robust Evaluation and Review process to ensure that there is regular feed back from our customers.

 

Specific
 
The NJC cleaning and fabric maintenance service is Specific because it is fully supported by a written

specification containing an appropriate blend of task and output based requirements. Working with HQ occupiers such as Vodafone, Google, Wolseley and Volvo, we have developed standard service specifications for office and commercial space that set out, in plain English, the type and frequency of tasks that are to be carried out, as well as the quality output measures to manage service performance.
In this way the customer knows precisely what tasks are included and how performance will be measured.

 

Our service is completely transparent and Measurable because our service level performance is completely accessible online. We have developed an online service desk based on the highly successful fmNet service management systems. This leading edge system has won several FM Innovation awards and has been used by us to manage the Land Securities London portfolio and our other London and UK based customers for the last 18 months.

 

Its functionality is substantially more advanced than
traditional FM products such as Maximo or FSI Concept and being online, using Internet layouts, is easy to use and access anytime, anywhere.  Hand held devices can automatically update the condition of building assets and track the location and activities of personnel while on site.  This is especially useful for supervising "cleaning tours" and automatically recording the average cleaning times of individual areas to ensure that the work is properly carried out to the maximum efficiency of resources.
 
Achievable

 

By appointing NJC as your supplier partner you can be confident that the service delivery is always Achievable throughout the full contract term.

Every contract that NJC undertakes is achievable, because it is properly resourced. Under resourcing a cleaning contract by having too few labour hours, cheap cleaning materials and equipment, no account management and supervision and no training does not make the contract achievable or sustainable in the long term. There may be a short honeymoon period to get the contract off the ground, however
complacency and the contractors' bottom line will soon dictate the inevitable poor cleaning standards received by the client.

 

 

NJC is the author of the recently published BIFM good practice guide for cleaning. This guide sets out precisely why cleaning contracts have such a high risk of failure and explains the steps that are needed in order to protect service consistency. We will provide a Realistic solution and price because we are prepared to invest in full due diligence
surveys before rather than after the tender process.

 

NJC has such a high client retention rate because it is Realistic about both the operator manning levels and more importantly the amount of on site supervision and off site support that is needed to make a
contract run smoothly.  Too many companies scrimp on management and supervision in order to inflate their profit margins at the customers' expense and risk. Our proposal may not be the cheapest but it is always realistic and deliverable.

 

Timed response and completion service levels are a key component of the NJC service and is delivered through the online service desk which is accessible to our customers.

 

fmNet allows us to jointly establish response and completion service levels with clients for all reactive and planned cleaning service requests. In this way customers can see that NJC is properly fulfilling its service quality standards at all times. We provide detailed response and completion service levels for every reactive service request including resolution of any cleaning omissions and complaints.