PDQ – Process Delivering Quality – another way of delivering Housekeeping Services

PDQ is a company made up of hotel professionals that specialize in optimizing the overall performance of the housekeeping department in a hotel. This is accomplished by not only training the associates in classroom sessions and practical, on-the-job, demonstrations; but also by changing the cleaning processes, techniques and tools used to maximize efficiency and quality throughout the department.

PDQ ensures the long term success of the hotel by following performance for at least 2 years after implementation to ensure that the new way of working settles into the organization; and the new optimized performance is sustainable.

Due to this unique approach, PDQ is the only company in the hospitality industry that brings housekeeping quality performance, financial efficiency and holistic housekeeping training together into a single program. PDQ has been in business for over 12 years and has expanded these concepts into a global platform that has been successfully integrated into dozens of brands across 24 countries and thousands of properties. Even though the STEPS process has been implemented so many times, each operation in housekeeping remains unique, this is why PDQ sends an implantation director that analyzes the specific needs of each hotel and develops the training around those unique requirements to ensure maximum service, strong ergonomics and financial efficiency. The final processes are then customized to ensure that specific needs, or standards, are included in a more efficient methodology for cleaning guest rooms.

While the processes developed by PDQ deliver on the quality and efficiency fronts, PDQ also recognizes the importance of safety and health for the front line employees. PDQ has developed and incorporated strong ergonomic techniques and safe cleaning practices into the proprietary cleaning cycles. During implementation PDQ Directors demonstrate and teach those techniques directly with front line employees. This level of instruction is what fosters long term positive change in behavior for all line-level staff. Ultimately, PDQ would tell you they are interested in a win-win-win relationship. Room attendants win with a safer and more precise cleaning cycle. Guests win with a higher quality product. Owners win with better financial results.

Duane Newman, Owner of PDQ, shared some metrics of what the STEPS process has produced for PDQ’s partner hotels. First, STEPS has major financial results. While dependent on individual hotels, the average savings for hotels versus the “old” way of doing housekeeping was nearly 25% of room attendant payroll before benefits. This type of financial success is usually met with skepticism. The first rebuttal Duane shared was, “any savings must come at the expense of quality.” Duane made it clear that the impact on quality should be positive when using STEPS. How is this possible? Mr. Newman pointed out that process control is the key to unlocking both efficiency and quality. He goes on to say, “If the right recipe is followed the right results are attained. Many times the different components of housekeeping (room attendants, housemen, laundry) have to develop strong job processes on their own. STEPS identifies the most efficient way to move people and supplies through a hotel, while ensuring adequate time-on-task to produce desired quality.” Second, STEPS defines incentives that reward employees for quality and efficiency. The incentives satisfy the “what’s in it for me” question, as well as, provide consistent feedback on performance to the associates. Finally, PDQ provides several reports that are part of its software package. The data and reports provide a platform for the hotels to receive feedback on macro-performance (Room Attendant productivity, Department Overall Room Quality) as well as the micro-performance (Individual Incentive, Individual Quality score, Individual Minutes per Room performance). Sharing this data helps keep the associates moving toward the goal.

PDQ has an interesting approach to the housekeeping discipline. It solves many of the issues that have plagued the industry for years: how to be more efficient, how to consistently provide a desired quality level and how to recognize employees for expected and proper performance. STEPS is a program that is more than a simple time-motion study for efficiency. PDQ ‘gets to know’ the hotel and delivers a process that brings all parties (Employees, Guests & Owners) a better result. For more information checkout the website. http://www.pdqconsultinginc.com or contact Clement Felus Europe Managing Director,  PDQ International, Inc