Skills and the bottom line

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The learning boost for cleaners at the British Library

Emprise – support services company

Emprise is a support services company that provides specialist outsourcing to corporate and public bodies in the UK.

It is an established business offering a bespoke range of environmental and support services, each tailored to its client's specific needs and built upon a core offering of cleaning and security.

Merton College - a respected training provider

Merton College is a leading training provider in the cleaning industry with more than 20 years experience.

It has been awarded the Vileda Alan Edward Memorial Award at the British Institute of Cleaning Science (BICSc) for excellence in its National Vocational Qualification provision.

Every year, dozens of businesses of all sizes benefit from the on and off-site training Merton provides. Clients come from private and public sectors, from both large and small companies.

The Clean Start Project

Merton College asked Emprise to take part in the fully funded Clean Start Project, aimed at improving the English language skills of cleaners. There was also the chance for them to undertake a National Vocational Qualification (NVQ) in Cleaning.

Merton offered to tailor the qualification around Emprise cleaners working at the British Library.

In all 30 staff members completed the NVQ and BICSc training proficiency certificate with 12 also achieving an English for Speakers of Other Languages (ESOL) qualification.

Emprise went ahead because of:

• Fully funded training

• Low levels of basic skills among its workforce

• A large migrant workforce with ESOL needs

• Extra training and qualifications for staff

• Improved customer service

• A client driven approach to training

• Something extra Emprise could offer staff

• Improved image of the role of cleaning by employees

• To give something extra to the client, over and above the contract, giving added value

"As the Sector Skills Council that leads on basic skills and cleaning services, we are delighted with the efforts of the Clean Start Project," says Chris James, Director of Research and Development at Asset Skills.

"Providing ESOL courses is important, not least because it gives people the confidence to go on learning and improving their skills."

Identifying basic skills needs

The most useful training given to the cleaners was to improve their English skills and linked to that, customer care and the ability to carry out the job effectively.

Some staff were initially embarrassed to admit their learning needs because of negative past experiences, particularly in school.

However through the learning process, using modern teaching methods aimed specifically at the adult learner, these barriers were overcome.

The process

Emprise already had in place a stringent, three month induction for all new staff.

With the Clean Start Project, Merton managed the process from induction through to delivery and evaluation, ensuring Emprise did not experience any negative impact from releasing staff for training.

Employees were selected for training on a voluntary basis. It was conducted during work time and on site with staff having to do some additional work out of hours.

"It's a matter of managing the process correctly; there was no disruption to the client," says Mark Gillman, Emprise's Group Health and Safety Manager.

The outcomes - business impact

The biggest business impact since the training has been a significant rise in the achievement of targets. The Emprise contract with the British Library is measured by Key Performance Indicators.

If those targets are achieved the company receives an increase in payment on top of the main contract income. Since undertaking the training, it has achieved the maximum percentage rates for the contract earning them a bonus of 50%.

"It's a win win situation, the staff are happy as they are receiving training, the client is happier as the quality of the cleaning in the building has improved and Emprise is happy

as they are receiving a bonus," says Gillman

In addition to a noticeable improvement on the bottom line, there has also been a rise in:

• Standards of customer care

• Improved productivity

• Staff retention is now above national average

• Improved recruitment

Lessons for others

As a result of the introduction of basic skills training, NVQs and the BICSc training, the accident rate at Emprise dropped significantly, staff retention improved and there was an increase in the targets met.

"This has had a direct improvement to our bottom line and overall it has been an extremely positive experience," says Mark Gillman.

"There is now a culture among staff where they feel they can come forward and ask for training. There is a much stronger relationship between the client and the workforce where the client feels the workforce is now part of the whole team.

"The British Library is a national treasure and we need to keep it that way by keeping standards high."