STELLAR CSI
Quality Assurance
Stellar CSI is committed to delivering the highest level of customer service. We take a process approach to enhance customer satisfaction and ensure contract requirements are met.
Quality Management System
The Stellar CSI "Trust But Verify" Quality Management System is based on the principles of ISO 9001 for continuous improvement. In concert with our clients, we develop customized service plans which identify the resources and processes required. During the operational phase, we collect performance data and solicit client input to generate metrics on our effectiveness. This data is evaluated by Stellar CSI senior management on a monthly basis for opportunities to make improvements.
Quality Control
Our quality control process assures:
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Delivering the best service possible with trained service professionals
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Continual review and improvement of processes and services
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Consistent quality by incorporating on-site inspections
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Customer communication channels are open and healthy
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Effective implementation of preventive and corrective actions
FIVE TIER Quality Verification
We employ a five tier verification process to provide quantifiable feedback on service quality.
Tier 1
Our cleaning specialist are the first line of defense in assuring the delivery of superior customer service. They also participate in a peer review process which provides a real-time assessment and opportunity to initiate corrective action; if required.
Tier 2
Working supervisors are assigned to each team of specialists to provide on-site leadership, coordinate special requests from the client, and report any concerns noted during routine operations back to the Area Supervisor.
Tier 3
An Area Supervisor visits client locations on a regular and random basis to evaluate team performance and effectiveness. Inspection results are recorded and feedback provided to service personnel.
Tier 4
An Operations Manager coordinates with each Area Supervisor to address overall operational aspects, address unresolved client concerns and functions as the Company liaison with the client. The Operations Manager also makes random visits to client facilities and meets with client for feedback.
Tier 5
The Operations Manager reports to top management and provide a status of field operations.
Quality Site Inspections
One of our quality assurance representatives makes random site visits and creates a quality control report for each area. An interim report is generated and deficiencies reviewed with the Operations Manager and Area Supervisor. Final reports are generated and deficiencies tracked and trended for effectiveness of corrective actions. Trend data is used to identify areas to be scheduled for re-inspection to verify the efficacy of improvements previously implemented.
Executive Management Review
Top management is briefed by quality management on a regular basis with inspection reports, customer satisfaction surveys, discrepancy trends/dispositions, and open actions requiring additional resources (e.g. retraining, personnel modifications, etc.) to assure customer satisfaction.
EXCEEDING
EXPECTATIONS
WITH QUALITY SERVICE