Quality Management

Transition

During the start-up phase of the contract, Account Managers and Supervisors will visit the sites and meet with the employees. At this time, the cleaning requirements and schedules under the various service levels and schedules will be reviewed. Equipment and supplies will be checked to ensure serviceability and appropriateness to the job/building.

Special working environments, such as laboratories and data centres, will have a more intensive process control and training period, usually involving a client from the site and perhaps a Client representative. COMMERCIAL CLEANING SERVICES employees would not be allowed to work alone within special environments until the COMMERCIAL CLEANING SERVICES Supervisor and the client is totally satisfied that the employee will conduct his or her duties in a safe and effective manner, without disrupting client equipment or work.

Employees will only report to one Supervisor within COMMERCIAL CLEANING SERVICES. The Supervisor is responsible for establishing a good relationship with the employee. In return, the employee is encouraged to contact the supervisor with any questions or if unexpected help is needed for a particular task. Employees will have a copy of the routines and schedules for their building(s) as well as a client log book. The supervisor will ensure that the employee utilizes these to help maintain appropriate standards.

Supervisors and Account Managers will inspect all sites on a regular and also random basis. Feedback is given to the employees at that time. As well, reporting from our Work Order system will indicate any buildings where repeat calls may be occurring, requiring some special attention.

Customer Observations

COMMERCIAL CLEANING SERVICES strives to have a zero rate for customer complaints. While that may be a "stretched goal", it is indeed something to work towards. At COMMERCIAL CLEANING SERVICES, we created a quality control and supervision program that is designed to mitigate problems before they arise. Our focus is on Performance Contracting.

However, for those unexpected times when a client is unhappy for one reason or another, COMMERCIAL CLEANING SERVICES has a detailed complaint resolution procedure. Our procedure logs the complaint into our work order system. It is then dispatched to the appropriate Supervisor who will decide to either contact the on site employee or visit the site. Once corrective action has been taken, the originator is contacted to ensure that he or she is satisfied with the action taken. If the Supervisor cannot resolve the complaint, the Account Manager and the Client Representative will be asked to negotiate a resolution.

Our work order system will report on complaints by Client and building on a monthly basis. Client may either contact us by telephone at

Main line: (905) 688-9220 or
Toll Free: 1-888-349-3497
Fax: (905) 688-5122
or submit a report through our web site at:

http://www.commercialcleaningservices.com/care.php

Non-conformance and Preventative Actions

Non-conformance is generally controlled through our inspection and supervision program. Our goal is to ensure that if non-conformances are present, they are observed and corrected by COMMERCIAL CLEANING SERVICES before the client notices it. This is the operating philosophy of a "self-managing" service provider such as COMMERCIAL CLEANING SERVICES.

There can be many root causes for a non-conformance, such as:

• On site employee does not understand the task details or schedule
• On site employee does not know how to use the materials or tools correctly
• Equipment is not suitable for the job
• Cleaning materials are not performing as expected

The supervisor and Account Manager will analyze most situations and determine the root cause of the problem through an evaluation of the relevant factors and in many cases, by performing the task themselves to evaluate the process, tools and expected results.

COMMERCIAL CLEANING SERVICES has developed a detailed Non-conformance process as shown on the attached cross-functional flow chart. All events will be logged into our work order system, classified as a non-conformance issue, and then acted upon by the Supervisor and Account Manager until resolved. The corrective action taken is meant to be permanent in nature, in order to prevent a reoccurrence of the event. Once an event is resolved, the event is closed off in our work order system and then reported upon at the end of the month.