Scope of Work (SOW) key points

A well-defined Scope of Work provides benchmarks to drive service consistency, measurable service level standards, consistent and quantifiable pricing and a path achieving client satisfaction. 

1. SOW - Key Points

• Ensure the SOW is designed to provide the required level of service for all key areas and levels of service coverage:   Days, Evenings, Nights & Weekends if applicable
• Clearly define special access requirements, safe operating procedures, standard operating procedures, etc. for all key areas
• Ensure all periodic tasks are clearly defined with appropriate service level frequencies and scheduling requirements
• Ensure all service tasks are covered under the SOW to avoid additional work-order processing and billing
• Review SOW during quarterly business reviews to ensure reflects site conditions and service requirements

2. Outcome Based Specifications

• Clearly describes clients desired outcome / appearance for janitorial services: examples -  (a) Level of sheen on hard surface floors. (b) Acceptable amount of dust or debris on a hard surface floor (c) Desired condition or outcome level achieved  
• Supplier determines frequency, scheduling and hours required to deliver outcome. This service model does not focus on daily hours for core cleaning. Supplier has the flexibility to increase or reduce service frequency and hours to better manage weather patters and peak periods.
• Provides consistent service levels at all times 
• Provides supplier with full autonomy to manage, staffing, hours , service level frequency, etc.
• Provides collective alignment on service level outcomes and quality assurance scoring
• Provides cost savings in environments where there are multiple business cycles or peak periods throughout the year
• Maximizes work task deployment and eliminates non productive activity

3. Prescriptive - Task & Frequency Based Specifications

• Defines cleaning tasks and frequencies in an attempt to achieve a desired frequency
• Does not always take into account seasonal changes and peak periods / days
• Does not guarantee desired results are achieved on a consistent basis due to misalignment of tasks & frequencies
• Does not provide continuous alignment on service level outcomes and quality assurance scoring
• Can drive cost escalations in environments operating under numerous business cycles or peak periods throughout the year

JAN-021 - Ver 1.1 (Apr 23)

Link to Scopes of Work

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