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ABM <br />Building Value <br />Quality Management System <br />ABM's quality management tool is a web-based control system that supports your quality goals and <br />requirements. The system allows both the City of Santa Ana and ABM to view inspection results, work order <br />statuses, periodic maintenance schedules, and reports through a central online portal. ABM focuses on: <br />• Analyzing inspection results <br />• Automating work order management <br />• Establishing and tracking accountability <br />• Continually improving processes <br />Tracking Accountability <br />In order to provide you with transparent accountability, all work requests will clearly define who is responsible <br />for the work and the time involved for completion. The requests will be time stamped, and automatic <br />escalations are triggered by that time, notifying management. You will have the opportunity to measure, <br />quantify and analyze service delivery, alongside ABM management. This process makes it easy to identify <br />and disseminate best practices. <br />As work is accomplished and work orders are closed, the reporting system is updated. Supervisory personnel <br />will follow up with service workers on issues and requests to make certain all work is completed to our high <br />standards. Any problems that emerge from this follow-up are immediately corrected and the communication <br />loop is then closed-but only when our clients are absolutely satisfied. <br />Your facilities will be inspected on a regular schedule, and the data is entered into the system via a wireless <br />device, allowing for real-time access to inspection results. During inspection, tasks are rated on a scale from <br />one to five, producing a percentage of the maximum possible. The total for all tasks during that inspection <br />becomes the quality score for the site(s). Customized quality control inspection reports, showing results and <br />trends will be accessible online or via an Excel spreadsheet. This information allows our managers to <br />determine what actions are necessary to maintain compliance, continuous improvement, and ultimately, your <br />satisfaction. <br />Process Improvement <br />We optimize our processes to achieve more efficient results for you through planning, standardization, <br />employee engagement and other means. We continuously look to identify areas of opportunity and target any <br />problem areas. formulate a detailed strategy, and promptly execute the solution. When we engage in a <br />proactive process improvement strategy, we are able to build upon our foundation of best practices, <br />procedures and processes so you receive the best service. Our quality management system helps us identify <br />where to focus our efforts. <br />Inspections <br />A customized monthly inspection can be created where the data is entered into QMS 24-7 via laptop, <br />Smartphone or other wireless device. Customized quality control inspection reports, showing results and <br />trends, are available on-line or can be downloaded into an Excel spreadsheet. From this information, our <br />managers can determine what actions are necessary to maintain contract compliance, continuous <br />improvement and ultimately, customer satisfaction.