Defining the Concept and Creating the Training Materials for Commercial Cleaning and Hygiene for the Fine Dining Segment
Luhende, Mary (2022)
Luhende, Mary
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022052912954
https://urn.fi/URN:NBN:fi:amk-2022052912954
Tiivistelmä
The objective of this study is to define the concept for commercial cleaning and create the training materials for commercial cleaning and hygiene for the fine dining restaurant segment. The need for the study emerged due to the increase of customers complaints and the decline of employee’s productivity and performance in restaurant cleaning among the case company´s customers in this segment.
The study is conducted using Applied action research methodology and mainly uses qualitative research methods as it suits best to this study. The thesis is implemented through various data collection methods such as interviews, benchmarking, workshops and discussions, observations, as well as document analysis. The data was collected in three phases, firstly, for the current state analysis, secondly, for the proposal building and reviewing the ideas selected from of existing knowledge and best practice, followed by small-scale testing and validation of the initial proposal. The proposal is built by first using the customers empathy mapping, defining the commercial cleaning and related concepts, then ideating the training materials, prototyping the training, and then testing the training materials.
The co-created proposal focused on creating the training materials and the training “pipe” for the cleaners, by empathizing with the customers problems and pain points by the cleaners, and later developing the training materials that can be used to train the cleaners, and thus address the company’s need, namely, to increase the level of professionalism and alleviate the level of cleaning quality. The commercial cleaning concepts for fine dining are defined, and later the cleaning process and the training process are created to showcase cleaners the knowledge and skills that are needed in professional cleaning.
The study is conducted using Applied action research methodology and mainly uses qualitative research methods as it suits best to this study. The thesis is implemented through various data collection methods such as interviews, benchmarking, workshops and discussions, observations, as well as document analysis. The data was collected in three phases, firstly, for the current state analysis, secondly, for the proposal building and reviewing the ideas selected from of existing knowledge and best practice, followed by small-scale testing and validation of the initial proposal. The proposal is built by first using the customers empathy mapping, defining the commercial cleaning and related concepts, then ideating the training materials, prototyping the training, and then testing the training materials.
The co-created proposal focused on creating the training materials and the training “pipe” for the cleaners, by empathizing with the customers problems and pain points by the cleaners, and later developing the training materials that can be used to train the cleaners, and thus address the company’s need, namely, to increase the level of professionalism and alleviate the level of cleaning quality. The commercial cleaning concepts for fine dining are defined, and later the cleaning process and the training process are created to showcase cleaners the knowledge and skills that are needed in professional cleaning.