IHM Facility Services







Quality Management



Achieving customer satisfaction through continuous process improvement.

A cornerstone of IHM Facility Services' belief structure is our emphasis on Quality Assurance.  In keeping with this concept, IHM recently sought and attained ISO 9001:2000 certification.  We've now begun using our certification as the backdrop of our re-dedication to quality, in tandem with our previous quality assurance program.


When we talk about quality in regards to facility maintenance, there are really two types of quality that we must be concerned with:  Quality in Fact and Quality in Perception.  

Quality in Fact is the objective measurement of the work being performed, without the influence of subjective opinion.  This means that agreed upon parameters are set and measured to determine that work is being performed effectively.

Quality in Perception, on the other hand, has to do with opinion.  And while opinion can't truly be measured, it's just as important to the success of your facility maintenance program.

With these two concepts in mind, IHM has sought to bridge the gap between fact and opinion with a dual purpose Quality Management Program.  The pieces to this equation include:

QAA Performance Measuring System

IHM's recently revised QAA (Quality Assurance Audit) system is a statistical performance based analysis of our management programs.  This one-of-a-kind program allows IHM to objectively view areas of success as well as where improvements must be made.  We can then adjust our maintenance programs accordingly to ensure that our customers needs and concerns are being met; that they are getting all of the service they are paying for.  It's a program based on defect analysis and continuous process improvement.


ISO 9001: 2000 Compliance

With IHM's recent ISO 9001:2000 certification, we are more committed to quality and customer satisfaction then ever.  To maintain our status as ISO certified, IHM needed to enact safeguards to ensure that we really are Doing Right Things, Right.  ISO compliance effects every aspect of our business, which means the quality of our service, the records we keep, the training we perform, even the products we use are all subject to ISO regulation.  With ISO, IHM can be confident that our services maintain the value that our customers have become accustomed to and deserve.



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