Omni Facility Services was originally certified ISO 9002 - 1994 in February 1999. Omni was the first janitorial company to not only certify a specific job site but its entire corporation. Those processes, procedures and measurables remain in place today and are an integrated part of our management team and our overall philosophy of continuous improvement and customer satisfaction.
CLIENT SATISFATION
Omni defines its 'Clients' as the employees that work in our customer's facilities. Our Client's satisfaction is a key measurable in our Quality Operating System (QOS) and is measured through random desk surveys that, when completed, go back to our customer, reviewed in quality team meetings with Omni and tracked by Omni for trend line reporting on a periodic basis.
All surveys that have remarks below an established barrier are also followed up by members of Omni's quality team for further qualification and possible corrective actions. See Figure 1 for a more graphic example of this process.
Corrective action implemented (ie: work order)
Individuals who issued low marks are visited / remarks qualified / follow-up survey sent upon corrective actions
Random surveys reviewed by our Customer's Property Mgt. Team and Omni
CUSTOMER SATISFATION
Omni carefully monitors its customer's satisfaction at all levels of service delivery. The primary way in which this is accomplished is through detailed, non-subjective inspections that are designed & weighted to the specifications of the account.
Regularly scheduled inspections are set up in advance with our customers where multiple samples (areas inspected) are taken, scores generated using a multi-weight scale (Fig. 2) and then sent to Omni's quality assurance department for data analysis and to Omni's operational department
All the various inspection forms from each individual inspection are computerized, tracked and monitored within Omni's QOS. Omni then develops Pareto charts to analyze data as it relates to specific areas (Fig. 3) as well as creating rolling trend lines based on overall inspections averages for each inspection (Fig. 4) on that job site. These rolling twelve month trend lines are monitored very carefully for out of standard events and are cross-referenced with the Client Survey (Fig.1) to help both Omni and its clients align specification delivery with tenant / client demands.
Fig. 2
Fig. 3
Fig. 1
This process of monitoring, surveying and inspecting allows Omni to not only monitor its service delivery but proactively adjust the system within a team framework with its customer, to guarantee continuous improvement and overall customer satisfaction.
Fig. 4
TRAINING
Omni develops a multi-level training program for each of its employees tracking the training development (Fig. 5) through the employees career at Omni. Individual training is then track on an account level through Omni's corporate training matrix (Fig. 6).
This allows for quick and easy access to all training programs an employee go through and allows management to determine future needs.
Training includes corporate safety policies, operational training, monthly safety toolbox training as well as any unique certifications or topics an individual employee may go through in the course of their employment.
Fig. 6
Fig. 5
DOCUMENTATION
Omni, through cross-functional teams, analyzed every aspect of our business from the way we clean a rest room to how we cut a check or market an account. These teams then created detailed Standard Operating Procedures (SOPs), Work Instructions and FMEAs (Failure Mode Effect Analysis) for each major component.
Furthermore, a structure of coding was designed for all documentation that cross-references both departmental and procedural items. This allows for ease in storing, retrieving and monitoring documents and forms throughout the system.
All of this makes up but a small part of our overall quality initiative but hopefully gives an very simple overview to the various QOS programs, training programs and attention to the smallest of details Omni places on every function it performs. It all meshes together to form a finely developed system allowing us to be competitive, flexible and profitable while never sacrificing quality.
