BELL BUILDING MAINTENANCE INC. 3-2014

Home Browse Search

PASSIVE INSPECTION AND FOLLOW-UP Unless our customers request otherwise, we send all our customers a quarterly questionnaire with their respective monthly/bi-weekly statement. It allows our customers to rate the service in specific areas so we can fine-tune our performance service. Our on -site supervisors are specifically instructed to maintain a direct communication with our customers. BBMC supervisors and the crews maintain a communication log with each customer and are required to check the log at the start of every assignment. Each assignment starts with a check on the log, and should there be any complaint or comment written, they are required to respond both in document and in action, so that the customers know that the request has been read and was addressed accordingly. For all other emergency situations and requests, there is a 24-hour customer service hotline at BBMC that provides access to supervisors and managers and immediate responses. QUALITY CONTROL ENFORCEMENT In addition to discussing quality control, we will also explain how we intend to control the quality in your facilities. At BBMC, Quality control is the cornerstone of our cleaning program. The reducing of cleaning concern allows management personnel to effectively and efficiently addresses the issues. Controlling quality is a combined effort by our entire management's staff. It consist of facility inspections, corrective action reports, facility rating reports, client logbook, client liaison meetings, and above all, our ability to communicate with your representative. GENERAL INSPECTION INFORMATION: The inspection of an area is performed at three different time periods, for two different reasons. The results of each of these inspections will provide us with information that we can use to strengthen the service we provide for your facility. 1. INSEPCTION DURING NORMAL BUSINESS DAY Inspecting during the daylight hours allows us to see the cleaning through your eyes. We are able to note stains and spots that are not always noticeable under artificial light. 2. INSPCTION DURING CLEANING HOURS Our Managers inspect the work while it is being performed. Observation of our cleaners and service workers insures the most efficient technique is constantly being utilized and that all schedule tasks are being addressed. Oversights and mistakes are much easier to correct when the cleaners can be observed actually performing their duties, and we find this an excellent time to correct cleaning technique. 3. INSPECTION AFTER CLEANING HOURS We find that randomly inspecting after completion of the work provides us with an excellent overview of the cleaning and enables us to have a valuable perspective of how the building will look when your employees and/or tenants arrive. 13 EXHIBIT A