Liisa Joronen believes in autonomy, but she's also a stickler for accountability. SOL is fanatical about measuring performance. It does so frequently and visibly, and most of its metrics focus on customer satisfaction. Every time SOL lands a contract, for example, the salesperson works at the new customer's site alongside the team that will do the cleaning in the future. Together they establish performance benchmarks. Then, every month, customers rate the team's performance based on those benchmarks. Individual cleaners carry "quality passports," updated monthly, that document their performance on the customer surveys.
"The more we free our people from rules," Joronen says, "the more we need good measurements."
Who says a "low-end" business has to be a low-tech business? Laptops and cell-phones are standard equipment for all supervisors at SOL, freeing them to work where they want, how they want. Inside the office (whether at SOL City or any of the 23 studios), there's almost no room for paper. So the company stores all critical budget documents and performance reports on its Intranet, along with training schedules, upcoming events, and company news. A sophisticated sales database, also on the Intranet, tracks all of SOL's existing customers and high-priority target accounts, when they were last contacted, by whom, and what promises were made.
"We use computers more than most computer companies," Joronen says. "Ten years ago, we couldn't have done what we do today."
Gina Imperato (gimperato@fastcompany.com) is a member of the Fast Company editorial staff.
For more information on Liisa Joronen and SOL, you can contact the company directly at:
Fax: (0205 700 399)
Snail mail:
SOL Palvelut Oy
Vanha talvitie 19A
00580 Helsinki
Or if your Finnish is up to snuff, visit the Web site at www.sol.fi
Email
Digg
StumbleUpon
Facebook
Buzz Up!
LinkedIn
