THE ROALD DAHL MUSEUM & STORY CENTRE
GREAT MISSENDEN, BUCKINGHAMSHIRE
The Roald Dahl Museum and Story Centre is an award-winning Museum, situated in Great Missenden, the Buckinghamshire village where Roald Dahl lived and wrote for 36 years.
The Museum, aimed at 6 to 12-year olds, features three hands-on galleries and is home to the Roald Dahl archive. It also offers regular workshops and hosts events that help to enhance creativity and writing skills. It is run by an independent registered charity.
In 2008 the museum won the "Best Small Visitor Attraction" award from Enjoy England, the website of the country's official tourist board.
In 2016 we were asked to quote for the cleaning services as the museum were not happy with their current service provider. Their main issue was a lack of management presence from the incumbent Operational Team who seemed keen to leave the cleaning operatives unsupported.
In addition to this their visitor feedback was consistently scoring the cleaning standards as poor which was a big concern to the charity.
From the very beginning it was clear to us that there was a need for more staffing hours. The site consists of a large museum, café, shop, story rooms, toilets and offices all of which were cleaned by a very small team of Operatives.
The museum welcomes over 60,000 visitors every year and is open 7 days a week. The footfall alone was enough to warrant more cleaning hours being introduced and a periodic cleaning schedule being created to compliment it which included the following:
Deep cleaning and de-scaling of public access toilets
Hard floor deep cleaning
Wall cleaning, including lifts
Extraction carpet cleaning
We felt that the team currently in place was strong enough to continue on with the contract as long as they we well supported. The Client was pleased that they were able to retain the Operatives as they were reliable and well respected by the staff.
During the first week our Account Manager was on site every day to work with the Operatives who knew the site well. We slowly reduced our management presence until a monthly visit was all that was required.
We made it very clear from day one that the dedicated Account Manager would visit them regularly as well as being available via telephone and email should they need to get in touch. In addition to this all our staff have access to the staff portal online where they can view or download all employee documents and health & safety information including COSHH documentation.
Although our dedicated Account Manager is on site every month to visit the cleaning team, the Client requested a quarterly review meeting with us.
Our Account Manager carries out a Quality Audit Reports (QAR) at these pre-arranged meetings so a Stakeholder can be present if they choose to Opt-In. The audit is completed on a tablet device so that the Client can sign it and make any comments before it is saved directly to their customer portal.
Through monitoring audit failure and attendance variances for specific areas we can see trends and adjust our management approach to improve performance long term.
Our general approach to client relationship management is to encourage a totally open book approach and an atmosphere of true partnership. We build our solutions to meet the individual client’s requirement and continually adjust our solution throughout the contract term to meet the changing needs for each client. This has been very well received by the museum's management team.