Northmark's quality assurance program has three layers: a written checklist completed on every visit, scheduled supervisor walkthroughs that score each area against the scope, and a close-out process that tracks every deficiency until it is fixed. The goal is simple. Problems should be found by us, before your staff, tenants or patients notice them.
Why most cleaning quality programs fail
Most cleaning contracts include a line like "quality control inspections performed regularly." In practice that often means nothing is checked until the client complains. Quality then gets measured by complaints, and complaints are a lagging indicator. By the time a tenant emails about a restroom, the restroom has usually been missed several times.
A useful QA program does three things a complaint log cannot:
- It catches misses before occupants do.
- It separates one-off misses from patterns.
- It produces a record both sides can look at when deciding whether the service is working.
Layer 1: The site checklist
Every Northmark account has a written scope that becomes a site checklist. Each task is listed by area and frequency. The cleaning team completes the checklist on each visit and notes anything they could not complete and why, such as a locked room, an occupied office or a missing supply.
Checklists also capture conditions outside the cleaning scope: leaks, damaged fixtures, lights out, pest signs, doors that do not latch. Those observations reach your contact so they can be fixed.
Layer 2: Supervisor QA walkthroughs
A supervisor inspects the building on a recurring schedule set in your scope. Weekly walkthroughs are standard on accounts that need close oversight. During each walkthrough the supervisor:
- Inspects a representative sample of every area type: offices, restrooms, breakrooms, entries, conference rooms
- Scores each area against the scope using a consistent rubric
- Photographs deficiencies where appropriate
- Logs each deficiency with a responsible team member and a correction date
- Notes positive results too, so the team knows what is working
How areas are scored
We score each inspected area on a simple, consistent scale tied to the written scope. A typical rubric looks like this:
| Score | Meaning | Action |
|---|---|---|
| Meets scope | All listed tasks complete to standard | None |
| Minor deficiency | One task incomplete or below standard, not visible to occupants | Corrected next visit |
| Major deficiency | Task missed in a way occupants would notice | Corrected within 24 hours where access allows |
| Critical | Health, safety or security issue | Corrected immediately and reported to client |
Area scores roll up into a building score that we track over time. For a deeper look at rubrics and percentages, see our guide to janitorial QA inspection scoring. If you prefer a recognized framework, many facility managers use the APPA cleanliness levels, and we can report against those.
Layer 3: Close-out and trend review
Every deficiency stays open until a supervisor confirms it is corrected. Repeated deficiencies in the same area or task trigger one of three responses:
- Retraining when the task is understood but not done to standard
- Checklist change when the scope or sequence does not fit how the space is actually used
- Staffing or schedule change when the time allotted does not match the workload
That last point matters. When the same area keeps failing, the honest answer is sometimes that the scope needs more time. We will tell you that rather than quietly cutting corners.
What you see as a client
- Your site checklist and scope, in writing
- Supervisor walkthrough results and open items
- Prompt notice of critical findings
- A named contact who owns your account (janitorial account management)
- Periodic reviews where we look at trends together and adjust the scope
For property managers and owners with several buildings, we report results by site so you can compare buildings side by side. See multi-site janitorial and our property management page.
How QA connects to security
A supervisor walkthrough is also a security check. Supervisors confirm that access procedures, key logs and lock-up checklists are being followed. Our security and access control standards are audited as part of the same visits.
Frequently asked questions
How often does a supervisor inspect our building?
The frequency is written into your scope. Weekly supervisor walkthroughs are standard for accounts that need close oversight. Smaller or lower-traffic sites may be inspected on a longer cycle.
Can we join a QA walkthrough?
Yes. Many clients join a walkthrough during the first month, and periodically after that, so we can calibrate the standard together.
What happens when the same problem repeats?
Repeated deficiencies trigger retraining, a checklist change or a staffing and schedule adjustment, depending on the cause.
Do you use APPA cleanliness levels?
We can. Our standard rubric is tied to your written scope, and we can also report against APPA's five cleanliness levels if your organization uses them.
Published · Northmark Facility Services.