Table 6.10 contains the monthly ratings and number of complaints received (by building) during CSI’s current contracts.

Crew No. of Members* Buildings Assigned and Gross ft2 Total ft2 Assigned 1 6 Bldg. A, 30,000; Bldg. C, 45,000; Bldg. F, 35,000 110,000 2 8 Bldg. B East, 95,000; Bldg. H, 55,000 150,000 3 9 Bldg. B West, 95,000; Bldg. G, 85,000 180,000 4 8 Bldg. D, 40,000; Bldg. E, 75,000; Bldg. I, 42,000 157,000

*Excludes crew leader.

TABLE 6.9 Custodial Assignments TABLE 6.10 Complaints and Ratings of Cleaning Crews Building Month A Be Bw C D E F G H I 1 2 5 7 3 2 3 2 4 3 4 7 5 3 6 7 5 6 5 4 5 2 1 6 8 2 1 1 2 3 2 5 7 5 3 6 6 5 6 5 5 4 3 0 6 8 1 0 2 2 4 0 1 8 5 4 6 8 5 6 6 6 7 4 1 5 4 1 0 1 1 4 1 3 7 5 5 8 8 6 7 5 6 6 5 1 3 2 2 0 1 1 3 1 2 6 6 6 7 8 6 7 5 6 6 6 2 5 3 0 1 0 0 2 1 0 7 6 6 7 7 8 6 5 5 7 7 0 4 2 1 0 0 0 0 0 1 8 7 7 6 6 8 8 6 7 7 8 1 2 4 2 1 0 1 2 1 1 6 6 5 7 7 8 7 5 6 7 9 1 2 4 1 1 0 1 1 3 0 7 7 5 6 7 8 6 5 5 8 Note: First-row numbers for each month represent total number of complaints. Second-row numbers for each month represent ratings on a 1-to-10 scale; any rating under 5 is felt to be poor, and 8 or above is good.

146 Part Two Designing the Service Enterprise Because the renegotiation of CSI’s contracts is several months away, company management would like to maintain a high level of quality during the remaining months to improve its competitive stance.

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