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Outcome/Performance-Based Cleaning Services Procurement (2-Day Master Class)

Cleaning services are invariably outsourced; either as a standalone service or packaged in an Integrated Facilities Management (IFM) contract. Prescriptive specifications are currently mainly used to buy these services; they include headcounts to provide, what, how and when cleaning tasks are to be done and a range of acceptable service performance which are often difficult to measure objectively. Service Providers have little incentive to do more than what is specified.

Outcome-Based (OB) specifications also known as Performance Specifications focus on the outcomes expected from the service, leaving the Service Providers leeway to decide when and how to deploy their resources optimally to achieve the outcomes. There will also be conditions where Hybrid Specifications (a combination of Prescriptive and Outcome Based) may be used.

Buyers will need to understand how Cleaning supports their operational needs and define them objectively for procurement and subsequent quality assessment and contract administration. Service Providers must likewise understand the outcomes specified and propose resources and processes to deliver the outcomes specified and more. OB Cleaning Supervisors play an important role in managing the cleaning process and resources to ensure delivery of the specified service quality and outcomes; OB Cleaning Auditors (external or internal) monitor and establish consistency of cleaning service for total quality management and control.   

The training will be conducted in line with the procurement framework and process shown below.

A knowledge sharing round table training pedagogy augmented with hands-on workshops will be deployed to:

  1. Provide an understanding of the Cleaning & FM industry and the challenges on the ground
  2. Define Organisational Cleaning Needs and Establish Cleaning Service Requirements
  3. Differentiate Prescriptive and OB Cleaning Requirements and establish the case for Hybrid Specifications
  4. Develop Cleaning Service Requirements into Performance Work Statements and Outcomes
  5. Establish Objective Means of Measuring Specified Cleaning Outcomes, an Acceptable Quality Level (AQL) for the Service and a Quality Assessment Plan incorporating Incentives and Remedies
  6. Understand how to procure and award OB Cleaning Services
  7. Appreciate the rudiments in managing and administering an OB Cleaning Contract
  8. Understand the role of OB Cleaning Supervisors and Auditors in Quality Management and Control

Subject to a sufficient number of participants opting for face-to-face training, cleaning equipment and SMART solutions providers will be on-hand to showcase innovative products designed to improve productivity and enhance efficiency of cleaning services.

1    Cleaning & Facilities Management Overview

  • Facilities Management (FM) & Cleaning Link
  • Cleaning & Cleaning Costs
  • Organisation of Cleaning Services
  • Standards for the Cleaning Industry: Singapore & International
  • Enhancing Productivity in Cleaning Services


2     Organisational Functional Needs and Cleaning as a Support Service

  • Defining Organisational Mission and Support Services
  • Role of Cleaning & Facilities Management as a Support Service
  • Establishing Cleaning Service Requirements for Supporting Organisational Needs

Workshop 1: Defining Organisational Cleaning Needs & Developing a Cleaning Framework/Policy
Workshop 2: Building Up an Inventory for Procurement of Cleaning Services


3    Cleaning Service Requirements & Outcome-Based Specifications

  • Prescriptive vs. Outcome-Based (OB) Specifications
  • The Case for Prescriptive & Outcome-Based (Hybrid) Specifications:
  • Developing OB Work Requirements & Outcomes
    • Pre-requisite Work: Inventory of Premises to be Cleaned
    • Step 1: Job Analysis –    Organisational Analysis-    Work Analysis & Performance Requirements-    Performance Standards & Acceptable Quality Levels (AQLs)-    Incentives / Disincentives
    • Step 2: Performance Work Statements & Requirements Summary
    • Step 3: Quality Assurance Plan for Performance Monitoring
  • Service Level Agreement (SLA)

Workshop 3: Developing Work Breakdown Structure for Cleaning Tasks
Workshop 4: Developing Performance-Based Cleaning Specifications, AQLs & Quality Assessment Plans
Workshop 5: Establishing Sampling Size for Quality Assessment & Management


4     Procuring Outcome-Based Cleaning Services

  • Procurement Methods & Contractual Arrangements
  • Outcome-Based Procurement of Cleaning Services
  • Award of Outcome-Based Cleaning Services Tender


5    Managing & Administering OB Cleaning Contracts

  • Transiting to Outcome-Based Service Contracts
  • Managing Service Quality Outcomes & Payments
  • Relationship Management & Dispute Resolution
  • Role of OB Cleaning Supervisors & Cleaning Auditors in Quality Management & Control

Practicum: Conducting a Cleaning Audit to Assess Cleaning Quality.

Dr Quah Lee Kiang FRICS

Dr Quah is the Director of the Real Estate & Construction Centre and the Real Estate & Construction Academy in Singapore. She has extensive regional and international experience in Project and Facilities Management & Maintenance research, advice and academia.

Dr Quah led the EU funded project BE4213 Condition Assessment and Maintenance Strategies for Buildings and Building Components, which among other things, sought to develop an objective building condition assessment system. This project formed part of ongoing research over the last 20 years which culminated in Dutch Standard NEN 2767 on Condition Assessment of Buildings, believed to be a ‘world first’.

Dr Quah’s professional and research affiliations include being Coordinator of the International Council for Research and Innovation in Building and Construction (CIB) Working Commission 70 on Facilities Management and Maintenance for a decade and past President of the Chartered Institute of Building Singapore Centre. She was also a member of the Royal Institution of Chartered Surveyors (RICS) Asia Board, Singapore Board and Asia Pacific Sustainability Board.

Dr Quah was conferred an Honorary Fellow by Oxford Brookes University for her work in real estate and construction education and the unusual impact her career has had on this particular academic field in Asia.

Leow Soon Seong

Mr Leow holds a Bachelor’s degree (Hons) in Electrical Engineering from the National University of Singapore and a MBA (Accountancy) from Nanyang Technological University. He has extensive work experience in the areas of R&D, IC Design, Marketing, Business Development and Operation across several industries; namely the Marine, Construction/Real Estate and Information Technology sectors. He is presently an adjunct faculty with the Singapore University of Social Sciences (SUSS), SIM Global Education (SIMGE) and Republic Polytechnic, leading a number of modules across the Business Administration programmes. He will lead the session on ‘Sampling for Cleaning Inspections’.

Option 1 (Face-to-Face)Venue: Unit #04-08, Devan Nair Institute for Employment & Employability
80 Jurong East St 21, Singapore 609607

Option 2 (Live Streaming via RECC Elearning Portal)Username and password will be assigned on receipt of registration and course fees

$1,250 nett per person. Course fees includes full colour course documentation and refreshments at tea breaks.

The course will benefit those who have a vested interest in buildings including:

  • Developers
  • Building Owners
  • Government Officials
  • Architects
  • Engineers
  • Project Managers
  • Quantity Surveyors
  • Contractors/Sub-Contractors/Suppliers
  • Property Managers
  • Facilities Managers
  • Maintenance Managers
  • Management Corporations
  • Town Councils
  • and Others

Cancellations made one week before the scheduled commencement date of the course will be subjected to an administrative fee of $100.00. The full fee of $1,250.00 will be payable thereafter for any cancellation; substitutions can be made at any time.

Mr Ken Chew
Tel: 6563 4166
Fax: 6563 4156 
E-mail:exectrg@recc.com.sg

It may be necessary for reasons beyond RECC’s control, to change the content and timing of the programme and the identity of the course leader/s.

2 Day Training Course

17th Run

Outcome/Performance-Based Cleaning Services Procurement (2-Day Master Class)

$1,250.00 / person

Course Date & Venue:

24 and 25 June 2024, 9:00am to 6:00pm

Course Objectives

A knowledge sharing round table training pedagogy augmented with hands-on workshops will be deployed to:

  1. Provide an understanding of the Cleaning & FM industry and the challenges on the ground
  2. Define Organisational Cleaning Needs and Establish Cleaning Service Requirements
  3. Differentiate Prescriptive and OB Cleaning Requirements and establish the case for Hybrid Specifications
  4. Develop Cleaning Service Requirements into Performance Work Statements and Outcomes
  5. Establish Objective Means of Measuring Specified Cleaning Outcomes, an Acceptable Quality Level (AQL) for the Service and a Quality Assessment Plan incorporating Incentives and Remedies
  6. Understand how to procure and award OB Cleaning Services
  7. Appreciate the rudiments in managing and administering an OB Cleaning Contract
  8. Understand the role of OB Cleaning Supervisors and Auditors in Quality Management and Control
Number of Participants: