Issue Resolution is a “Cyclic” process whereby you must Resolve / Follow-up / Review / Change until there is complete satisfaction from ALL parties.
3. Key Points
- Use Escalation Matrix templates to ensure proper process
- Document ALL meetings
- Validate and monitor changes once implemented; i.e KPI's
JAN-039 - Ver 1.1 (Apr 23)
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Identify the Problem
Define the Problem
Understand the Problem
Identify the Root Cause
Corrective Action
Monitor the System
Janitorial Management staff are typically experienced at dealing with and investigating issues. Instructing on the required outcomes before allowing them to conduct their own checks should be avoided.
Before escalating an issue to senior management you must first;
1. Supplier Communication
- Schedule formal review meeting with supplier
- Review all concerns / feedback and provide supporting data; i.e iPerfom results, quality inspection scores etc.
- Be specific and outline essential outcomes
- Develop timeline for follow-up meeting and timeline for resolution (PIP)
2. Supplier Take-Aways and recommended actions
- Identify the problem
- Define the problem
- Understand the problem
- Identify the root cause
- Prepare corrective action plan(s)
- Implement improvement plan(s)
- Establish review process, cadence and review period
- Monitor the plan and measure results
Remember to follow the basic principles and process to remediate an issue………