Quality Service. Quality Personnel. Quality Control for every job
we do. That is LBR's commitment to you.
At LBR, quality control begins with setting Standard Operating
Procedures (SOPs) that serve as guidelines for each task we perform.
Along with Sops, we employ the strictest quality control programs
available to ensure that we consistently deliver premium service.
This dedication to quality has earned us a reputation in the industry
for having exceptional quality standards that meet -- and exceed
-- customer expectations time and again. To further ensure our continued
adherence to these standards, we base a proportion of our manager's
annual incentives on the strict compliance to every SOP.
The following section provides an overview of our quality standards
and procedures. It will give you an idea of the high standards that
we set for ourselves so that we can pass quality service along to
LBR's High Quality Standard Operating
Standard Operating Procedures are a set of rules and guidelines
that exist as a means of ensuring consistent quality on every job
-- with no exceptions. Essentially, they are the guidebook that
every LBR employee is required to follow on every job. Every one
of LBR's procedures is based on our solutions-based management ideology,
which is the foundation of our service programs.
Customer Service Tools are important to the successful
implementation of our Sops because we believe that clear, ongoing
communication is the key to a strong working relationship. The tools
that we use as part of our SOP program include communications logs,
cleaning notification cards, and much more.
Computerized Systems are the foundation of many of
our Sops Among the tools that we currently use is a computerized
scheduling, time keeping, and cost tracking system that monitors
tasks, schedules, time and materials, and personnel allocations.
Automated Labor Tracking Systems are particularly
useful to management, because they ensure that personnel are on
the job and alert managers of any absences, allowing for timely
Quality Assurance Systems are made up of documents
such as audits, customer surveys, and management reviews. These
tools help us measure customers' satisfaction and perceived results
versus actual results, allowing us to continually improve upon our
Partnership Meetings include customers from separate,
but similar environments and industries. In these meetings, customers
can share tips, experiences, and ideas on standard facility support
By having these standard operating procedures in place for every
job, LBR is truly able to deliver the quality control that we promise.
In addition, these standards and guidelines allow us to constantly
improve our process and increase our efficiency -- and that means
outstanding service and increased savings for you.
You expect quality when you employ a professional services company.
And quality is exactly what you'll get with LBR.
At LBR, we are constantly working towards an even better process.
We do this by delivering high quality service at all times, while
measuring our effectiveness through reviews and customer feedback.
This allows us to strengthen our services and deliver customer satisfaction
-- which is the number one goal of our business.
We use a number of quality assurance procedures and programs that
are chosen based on the needs of an individual project. These procedures
and programs include:
- Formal Quality Inspections -- which involve graded
periodic audits by Field Operations Managers and our Director
of Client Development
- Hot Spot Inspection -- daily reviews of critical
- Customer/Key Contact Surveys -- allow clients
and their employees to give an opinion of our service and rate
- "Green/Yellow/Red" Status Reports --
evaluate real versus perceived quality based on standard operating
and facility-specific procedures. Results in green/yellow/red
status with corresponding action items
- Team Scheduling -- consists of a work order system
that schedules contracted non-daily tasks, ensures completion
of each task, and provides documentation
- Standardized Work Area Organization -- requires
that all equipment be categorized and labeled, and that all signage
and barricades are displayed properly, ensuring efficiency and
safety in every work area
- The 5S Approach -- reinforces quality assurance
by using 5S principles that help us minimize risks and maximize
efficiency with the use of standardization and organization tools
For every project, a manager is assigned to oversee the job. The
manager's duties include assessment of your goals and evaluation
of the services that were actually provided. We assign a manager
to handle each of your projects. The manager also receives your
feedback and is always available to address any concerns, questions,
or requests that you might have.
As an additional quality control measure, we employ a self-auditing
system that helps us determine your satisfaction level. This is
used along with a verification system that double-checks to make
sure that all procedures are being carefully followed.
Every quality control measure that we take, every SOP that we set
in place has one purpose -- to ensure that we deliver the highest quality
service at all times. Our promise to you is quality -- every job, every