Auteur: Tim van Aschhttps://www.hospitality-group.nl/wp-content/uploads/2016/01/Kwaliteitsmanagement-300x180.jpg
Since 2008 Hospitality Group has been supporting Rabobank Nederland in managing the quality of facility services. All measurements and their results have been added to our Facility Performance Monitor, accessible both to Rabobank Nederland and the suppliers. This online tool provides swift insight into the results, allowing for targeted and adequate action.
Hospitality Group regularly audits the contract arrangements and tests these against laws and regulations to assess contract compliance. For each service, the results are analysed extensively. The analysis provides the basis for recommendations to the contract and service chain managers of Rabobank Nederland. They use them for managing the suppliers and for internal accountability reporting, for instance to the bank’s Risk & Compliance department.
Together with Rabobank Nederland and its suppliers, Hospitality Group is actively working on the continued development of supplier performance measurements. Examples are the introduction of a self-audit method that involves suppliers more closely, and chain audits for assessing (risky) interfaces between services. In addition, we developed a mystery visit method to evaluate the attitude and behaviour of the Rabobank Nederland’s facility staff.