The account manager, quality control manager and area supervisors, conduct regular spot checks of the daily and periodic assignments entered in the binders by the supervisors. If the supervisor of Crew 1 says custodian a, b, and c, gave acceptable periodic cleaning to room one, two and three, the project manager can go straight to those room to verify or dispute the claim.

These checks, performed randomly, make dishonesty hazardous and pointless, for there is no good reason for a supervisor to cheat in the first place. Moreover, we need to understand why the assignment is not being accomplished as scheduled and fix it either by adjusting the schedule or make effective an ineffective custodian.

The supervisory and cleaner performance rating system is important to our cleaners because it is used to determine these employees quarterly bonuses offered via the NCM Monetary Bonus Program. At the conclusion of a calendar quarter, the ACs reviews each employee's rating sheets and identifies all employees that graded out at 90% or better. These individuals are deemed to have exceeded the job requirements and receive a monetary bonus. Since the programs implementation, NCM has seen a noticeable improvement in customer satisfaction at all of our accounts.

Unsatisfactory Performance
The facility and area supervisor are mandated to conduct a refresher training class for a cleaner when their performance rating grades out at 70% or below. The facility supervisor is requested to attend so that the area supervisor can make sure he/she is performing their supervisory duties correctly. The facility supervisor is ultimately responsible for the performance of the cleaners working under them- and their quarterly bonus is based on the area supervisor's review of the buildings overall appearance. NCM believes in accountability and the quarterly bonus program assures that our employees make it a top priority.