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At a Glance
E Cleaning Solutions (ECS), a commercial cleaning service company, seeks to enhance its Supervisors’ competency and skillsets to allow them to better perform at their roles. Through a workplace transformation journey with the Learning Enterprise Alliance (LEA) project under the NACE@IAL initiative in 2019, the organisation saw a 50% improvement in the abilities of its supervisors to conduct On-The-Job-Training (OJT), and a 10% improvement in ability to communicate with internal and external stakeholders.Achievements
- The project team together with support from Management and inputs from IAL's Certified Workplace Learning Specialist, achieved the following:
- 50% improvement in Supervisors and Team Leads’ ability to conduct OJT for new cleaning staff using the learning resources on cleaning tasks
- 10% improvement in ability to communicate with clients and cleaning staff as per company policies
- Creation of new learning resources for Carpet Shampooing and Hard Floor Scrubbing
- Creation of a Career Progression Pathway and Training Road Map for ECS staff aligned to the Environmental Services: Cleaning Industry Skills Framework
"E Cleaning Solutions joined LEA to upskill our cleaning Supervisors to improve their competencies, communication skills as well as to be role models in organisation. Despite the many challenges posed by Covid-19 and staff attrition, we would like to thank IAL and our Certified Workplace Learning Specialist in achieving our project aims."
- Ms. Athena Kang, Director
Challenges
Being part of the built environment industry, addressing human capital challenges such as the attraction and retention of talents was a challenge for ECS. Attraction of new talent is an uphill task as working in the cleaning sector has been perceived generally in a bad light. Retention of staff is another challenge as the enterprise experiences high attrition rate among Supervisors.Interventions
The project team started to improve Supervisors’ skillsets with coaching and 360-degree feedback from Management, cleaning staff and customers. The interventions implemented are:1. Curation of key challenges and needs to identify learning and performance issues through interviews with Management team, surveys with Supervisors and observations on site supplemented with sample cleaning work records
2. Improvement of Supervisor's competencies to conduct On-The-JobTraining (OJT) with the provision of feedback by both Management and Cleaning staff.
3. Equipping Supervisors with basic communication skills to improve relationship with customers, cleaning staff and peers.
4. Creation of learning resources for cleaning tasks such as Carpet Shampooing and Hard Floor Scrubbing through Pictorial Guides and Training Videos
5. Establishment of clear career pathway and training roadmap to improve staff retention