5 POINT SCALE STRATEGY FOR QUALITY CONTROL 

OUR FIVE (5) POINT APPROACH TO QUALITY CONTROL IS DETAILED BELOW NOT AS A MATTER OF THEORY AS WE ALWAYS ENDEAVOUR TO TAKE EVERY PRACTICAL STEP IN THEIR PURSUIT

1. Completion-Satisfaction Slip: At the end of every job, the operatives ask our clients to fill out a completion-satisfaction slip to express their level of satisfaction/dissatisfaction with the work done on their premises.
2. On-Site Supervision: With this form of supervision, our operatives are supervised from the start to the completion of the work with backup support provided by our operation managers. A recurring defects list is also employed, which focuses attention on areas where common defects are likely to occur. Quality inspections are tape-recorded using plain language and the nature of defects is identified along with their locations. Transcripts of quality inspections are distributed within 48 hours of an inspection to our clients and supervisors.
3. Are You Happy Calls: Calls to clients ‘Are you happy call’ – this is coordinated by our head of admin, through phone calls to our client contacts to find out the level of satisfaction with our work.
4. Management Inspections: Bi-monthly or monthly management inspections – this is a joint inspection of both senior Klassic staff and senior members of staff from our client organization.
5. Yearly Feedback Report: As part of our quality control initiative, we send out a yearly feedback report to all our client to record their levels of satisfaction with all areas of our services viz; the way we handle comments/complaints, accuracy of invoicing; our courtesy and professionalism; quality of services; service delivery; attitude of our staff; etc.

Finally, we also utilise the following ad hoc as additional in gathering relevant data for the purpose of ongoing improvement to our service delivery:-

• Clients complaints book
• Site record book/sheets
• Calling cards
• Suggestion box
• Telephone/desk supervision