Quality Assurance
Quality Assurance
Quality service and customer satisfaction are BSM's primary focus.
Our steps to achieve quality include:
- Listening well and fully understanding our clients needs and expectation
- Perform regularly scheduled walkthroughs and quality control audits
- Provide proper training upon hiring as well as throughout the employer/employee relationship
- Provide our operations staff with walkthrough results and punch list items to act upon
e-Quest Online Customer Service
We use technology to provide our customers with value added service.
BSM's e-Quest system means customers can log on to their account at bsminc.com and request a special service work order, issue a corrective work order, notify us of new vacancy or occupancy, or request a proposal.
Customers can also view complete work order histories and see other up-to-the-minute information.
Inspection Database
BSM goes beyond satisfactory performance by documenting all cleaning deficiencies (and successes) on our quality inspection report form.
The results are entered into a database where they are used to assess performance, track trends and help us improve your service.
Performance Scorecard
Employees' performance is closely monitored to assure that service expectations are met or exceeded.
This system supports frontline employees, promotes efficiency, and aids our oprations staff in ensuring our services are operating smoothly.
Employee Recognition
We are especially proud of our quarterly employee recognition program, safety performance incentive program, performance appraisals, and our Job Well Done! instant recognition program.
Customer Communications
Frequent communication and customer follow up is a key element of our Quality Management System.
We make it easy to communicate with us, using log books, mobile e-mail, two-way radios, Pagers and cell phones provided by BSM, an account manager is just a call away and always immediately available to handle your service requests.
Another effective way for our customers to have a voice is through our Customer Satisfaction Survey, which we use to measure your quality perceptions of our work. By tracking service responses, we can implement preventive/pro-active measures to further enhace our performance