Customer Service / Inspection Process Overview

The Quality Assurance/Control Programs are an important part of all support services in the ServiceMaster program. They are a scheduled set of inspections designed to ensure that acceptable levels of performances are reached and then maintained. They take the form of the following:

1. Daily Visual Inspections - Each facility will be inspected by the cleaning staff on a daily basis to ensure that quality service is delivered.
2. Weekly Visual Inspections - The Account Supervisor and Area Manager use a form to document all inspections, including deficient areas and promptness of correction.
3. Monthly Inspections - They accompany the ServiceMaster Account Manager or Customer Service Manager on an inspection of selected parts of the facility. At the same time, the inspection serves to reinforce the service partner working in that area to continue doing a good job.
4. Account Review- This communication is held quarterly with members of the Customer's team and the ServiceMaster management team either in person, by phone or through email - which ever is preferred by the customer. This allows a review of the past month, current month and next month's objectives, and serves as a forum for exchanging ideas and establishing priorities.
5. Customer Surveys - The Quality Assessment Survey is designed to take a public opinion poll that reflects the perceived level of quality to the support service worker and that their work is appreciated by the customer.

Communication Logbooks

In addition to our inspection plan, ServiceMaster also has Communication Logbooks at each facility that identifies minor customer requests and concerns. ServiceMaster has introduced Servicelink.Com. This program acts as an electronic communications website customized for each of our individual customers. This website gives our customers the ability to E-Mail requests with pager notification to our management. It keeps a record of requests and also allows senior management to review activity at all locations.

Also included on this website are the results of the last inspection, company information such as telephone numbers, E-Mail addresses, pager numbers etc. that would be useful to our customers. There are other added value features that include resources for facility management people as well as links to other valuable websites.