Proactive Management vs. Reactive Management

"Countless, unseen details are often the only difference between mediocre and magnificent."

4M has created and implemented it's proprietary Continuous Quality Improvement (CQI) Program throughout its company. It is the cornerstone of our company’s success. This is not a program which is simply discussed. We believe in it and we do it.  It is a major long-term commitment from which our company and our customers benefit greatly. 4M has established policies and procedures to measure and assure the quality of our services, our personnel and our products.

In our industry, a zero defect objective is unrealistic due to the very nature of the business, however, depends completely on the motivation, dependability, and daily performance of the work force. Consistent quality cleaning with continuous measurable improvement is realistic and is being achieved. It involves:

• CQI -- (Continuous Quality Improvement)
• Palm-Based Inspections
• Customer Call Program
• Reports to Management
• Computerized Monthly Project Work Schedules
• Quality Control/Customer Service Representative
• Customer Performance Review Surveys
• 4M Service Pledge (One Hour Response Guaranteed)
• Customer Involvement – establish criteria and benchmarking standards
• Team Member involvement with immediate feedback – Match team member to tasks and specifications
• Customer surveys and site audits
• Facility deficiency logs – broken faucets, light switches, etc. 
• Internal as well as external audits 
• Reports to Management
• Inspection score measurement and tracking – trend analysis developed  
• Trend reports on turnover, complaints and/or requests 
• Corrective action reports generated – including resolution and closure

Management Support - Operations Management, very familiar with the requirements of our client’s facility and the on-site management team, will direct and manage 4M’s team members. The 4M Management Support Team will:

• Meet with clients on regular scheduled basis
• Be available 24/7
• Make routine inspections and communicate results
• Conduct proactive on-site visits
• Quarterly Partnering Reviews

With 4M’s commitment to total customer satisfaction, our objective is Proactive Management vs. Reactive Management resulting in consistent customer satisfaction and loyalty that results in long, successful relationships. This is our commitment to our most valuable asset – our customer.