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Achieving
customer satisfaction through continuous process improvement.
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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. |
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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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