Price-Value Equation
Technology plays an influential role customer satisfaction. “Constant changes in the field of housekeeping cleaning through use of technology and innovation is mandatory,” says Chandrashekar.
Some of the influencing technology factors listed by him, include:
• Use of state-of-the-art technology in cleaning activity and processes
• Using of quality-based chemicals which help in minimizing usage of water & time
• Replacing man made actions with technology and machines
• Technology driven approaches to saves manpower costs and increases the cleaning quality within the given time
• Equally effective for general as well as tougher cleaning tasks
• High cleaning capability
• Reduce work fatigue and increase productivity
• Save the time and energy of housekeeping staff
The actual price has remained the determining factor in the purchase of cleaning products especially equipment. The question is the process of procuring the product – whether the Service provider will purchase, Client will purchase, should it be Rented, or nowadays we have the Manufacturer/ Supplier doing the service on site?
“The process of procurement involves a variety of steps like researching, planning, analyzing and negotiating, which have a great impact on the well-being of the company. Service providers purchase is always preferred as it has the following advantages:
• As a subject knowledge expert, they have a complete knowledge in selecting the right product for the right job
• Material specification is clearly stated
• Service providers has good vendor relationships due to which training and post service back up will be easy to maintain
• Customized solutions based on client requirement
• High service standards
• One stop solution (Integrated facility management services)
• Quality certificate
• Good price performance rates and delivering the quality services
“Using the right equipment /chemical /tool for the right cleaning activity play a major role in adhering to the SOP.
Three product examples are
Brand name: It helps in promoting the product. Machinery helps in costcutting of manpower, saves time and energy because it scrubs, mops and does vacuuming at one time
Reputation of the brand: It replicates the product value. Using branded microfiber enhances the cleaning power, contributes to reduce water and chemical usage, less contact with the chemicals and reduces infection and cross contamination (Hospital acquired infection). Microfibers increases absorbency as well as the fiber’s ability to pick up dirt and residue
Price: Use of chemical dilutor machine reduces cost and saves usage of water. Chemicals in their pure form are hazardous and can have an adverse effect on people’s health. Chemical dispensing systems are designed to ensure the safety of staff by removing direct contact and exposure to the chemical. Use of chemical diluter machines will benefit reducing the over consumption of concentrated chemicals and misuse of chemicals.”
Brand Loyalty
It would be wrong to say there are no indigenously manufactured cleaning products. However, there are more manufacturers today than yesterday. Changing the mindset to a newer solution or similar solution from the existing brand, is a challenge. Customer’s brand experience, followed by product vendor’s services, quality comparison, etc., highly influence product preferences.
The service provider, on the other hand, too goes by product preferences in keeping with their service delivery policies.
The standard of cleaning of any facility is extremely important towards the overall efficiency of an organization. Selection of cleaning products, chemicals and disinfectants being critical, Faber Sindoori gets them tested in certified labs for its sanitization, anti-virucidal, bactericidal and anti-fungicidal properties. The cleaning contact time is also decided based on the efficacy study. They are selected in such a way that they meet the following parameters:
Multi-surface cleaners should not create pollution, suitable to cleaning staff health, with proper MSDS, cost effective, long shelf life, less contact time, user friendly, eco-friendly, energy-efficient, reduces generation of hazardous waste and lifecycle cost savings.
Price and Payments
With a staff strength of 3,000 and servicing over 175 sites, Alka Joon, is still facing deferred payment issues. “It is all the graver today with GST and other taxes which require timely payment.” The practice of making payments in the 30 to 90 days deferred period has impacted many, especially smaller contractors, who have been finding it difficult to survive. While this is a bane for many, it is equally essential to accept the fact that there would be no malpractices where payments are concerned both at the client end and the service provider end because of the GST factor.
Moreover, it would also be a survival of the fittest leading to more organised players running the service industry.
Customer Satisfaction
After sales service so far has been good as we are using best of the brands,” says Alka Joon.
“Precise and fast parts planning, forecasting, and demand planning will facilitate service resources to be in the right place and right time when required. The service supply chain needs to be efficient, visible, and ready to act in real-time. This will avoid the delays and save on customer waiting for the required part by making it available at the earliest,” adds Chandrashekar. It is essential to
• To maintain the quality of products AMC or CMC is made with the vendor
• Every month service report is provided by the vendor to keep a track on the machine maintenance
• Training of staff on usage of machines is done by vendor and internal trainer.
• Spare parts management
• Better asset and inventory management
Most of the factors discussed above that apply across the board when it comes to product preferences. However, in many cases products are directly linked to services and preferences are drawn on the combination of both. To conclude, probably headcount related service engagement has dropped over dearth of manpower and professional services with more machines and less manpower is a preference of customers today. Product quality, cost, service delivery, after-sales, etc., does impact preferences but price is a determining factor is maximum cases. At the same time, it would be wrong to say that price governs preferences as service providers’ preferences on spending on products in certain segments have been largely accepted by customers.
Broadly, preferences are changing with growing awareness but there is a need for a lot of education, which will probably continue in a long time to come.
