OCS is committed to delivering a service that exceeds the expectations of our clients. We are entirely confident of our ability to achieve and maintain such high standards thanks to our proven and ISO 9001:2008 certified Integrated Quality Assurance System. There are three key elements to this system:
Quality Assurance
In recognition of the importance of our service to the performance of our client's employee's and their customer's perception of their service we monitor our standards by conducting regular quality audits. This process measures the standards we achieve against the prescribed KPI's and is used to detail and monitor the actions taken to improve standards and correct non conformance.
Customer Perception Review
Based on the concept of expectation versus perceived performance, the OCS Customer Perception Review considers all key aspects affecting customer satisfaction such as reliability, contract management, communication and responsiveness as well as cleaning standards. These reviews are carried out by contract management personnel and are completed with a client representative at an agreed frequency.
All results and any relevant customer feedback are analysed and service improvements carried out where necessary. The overall results are reported on to the client
Non Conformance
OCS has a clear and auditable Non Conformance Process that ensures a timely resolution for any customer issue raised. As part of our Standard Operating Procedures for Cleaning Services customer Complaint Forms are logged in a Complaints Register and then rectified using Corrective Action Requests.
