TABLE OF CONTENTS
1. COMPANY HISTORY
2. OUR SERVICES
3. COMPANY MISSION
4. GENERAL QUALITY MEASUREMENTS
a) QUALITY PERFORMANCE INDICATORS
b) ONSITE SUPERVISION
c) PERFORMANCE EVALUATION
5. SATISFACTION MEASUREMENTS
a) CUSTOMER SERVICE
6. ADDITIONAL SUPPORT
a) COMMITMENT TO TRAINING AND SUPERVISION
b) ENVIRONMENTALLY SENSITIVE
c) INFORMATION AND DOCUMENTATION SUPPORT
7. TRANSITIONAL PERIOD
a) OPENING STAFF
b) INITIAL CLIENT MEETING
c) ORGANIZATIONAL TEAM MEETING
8. COMPANY OVERVIEW
A HISTORY OF GROWTH AND ACHIEVEMENT
National Cleaning Association LLC is headquartered in Santa Ana, California and is licensed, bonded, and insured to perform specialized janitorial services, GREEN cleaning and building maintenance services to commercial companies throughout the United States. NCA is dedicated to providing its clients with a clean, safe and healthy work environment while projecting a professional image at all times.
NCA is a single source vendor of janitorial and maintenance services for commercial buildings, medical and industrial facilities. NCA manages over 100 cleaning crews daily. The company keeps track of their cleaning crews with the ChronoTek telephone timekeeping management system. Each employee is given a separate code, that is kept private, to call the 800 # timekeeping systems. This system alerts the assigned operation team member when each employee arrives and leaves every location. The company has the capacity to provide quality service to companies with one or numerous locations throughout the United States.
NCA understands your need for reliable service on a consistent basis. When you choose the NCA ADVANTAGE, you get both cleaning excellence and immediate response! We provide janitorial cleaning for millions of square feet of commercial, industrial, and retail facilities. Our employees and subcontractors are well trained and their compensation is geared to performance.
Our professional cleaning technicians are trained in earth-friendly practices and the use of advanced eco- friendly products and equipment to provide a variety of services including:
- Office & Facility Cleaning – daily, weekly or monthly
- Day Porter Services
- Restroom sanitation
- Buffing floors
- Machine Scrubbing
- Scrub and Seal
- Scrub and Recoat
- Strip and Wax
- Carpet Cleaning and Spot Removal
- Power and Pressure Washing
- Window and Blind Cleaning
- Ceiling and wall Cleaning
- Duct Cleaning
- Light bulb Maintenance
- Light Maintenance
- Parking Lot Maintenance
- Construction Clean-ups
- Fire and Flood Cleaning
- Green Certified Techniques and Products
No service need is beyond our abilities, so be sure to ask us if your need any service not on this list.
National Cleaning Association LLC is managed by a team of industry experts who were formerly CEO and Vice President of BBJ Services dba Tower Cleaning Systems, a leading national cleaning company. NCA management team has over 45 years of combined janitorial and building maintenance experience.
NCA has the expertise and resources for providing janitorial and maintenance services to a variety of national clients, including medical facilities, hospitals, property managers, banks, retail, schools, and commercial buildings.
“To excel as an industry leader by providing world-class national janitorial and building maintenance services to our customers in a global marketplace that is continuously evolving. We believe that through teamwork, education and determination we can achieve and exceed the goals and expectations of our customers, our company and ourselves.”
NCA operations center employs the latest technology and software; this facility, where NCA Account Managers and their assistants work in teams to plan, conduct, and follow-up on work performed for customers, oversees the grand volume of daily requests and regularly scheduled services that comprise the Company’s business.
NCA is dedicated and committed to a higher standard of service and a healthier environment. NCA employees and certified subcontractors have the motivation and dedication to exceed the expectations of our clients in the quality service that we provide. At NCA we pride ourselves on our superior customer service and quality assurance programs.
NCA is differentiated from other businesses in its targeted regions by its excellent customer service, quality assurance programs and highly competitive rates. Furthermore, its services are guaranteed – the Company has so much confidence in their maintenance programs that they guarantee quality service.
GENERAL QUALITY MEASUREMENTS
A PRO-ACTIVE APPROACH
National Cleaning Association LLC believes that building owners and managers want an efficient, smooth running maintenance program that makes their lives as complaint free as possible. We have developed policies and procedures, subcontractor certification programs, training programs, supervisor manuals and quality control systems that are geared toward meeting your cleaning needs. Through the use of location surveys, supervisors, on-site logbooks (checklist), janitorial management software and a customer service communication system we strive to prevent or resolve potential problems before they appear.
QUALITY PERFORMANCE INDICATORS
NCA ensures our certified subcontractors and cleaning technicians are qualified and has the skills necessary to perform appropriate preventative and efficient janitorial maintenance tasks. This includes our continuous training programs (hands on training as well as obtaining janitorial certifications).
NCA utilizes a janitorial management software program to track and measure employee’s performance, improve communication and measure quality. Our operations team plans, schedules, and coordinates corrective and preventive janitorial maintenance activities. We use an on-site communications log book (a detailed daily checklist) to allow your managers to communicate with our on-site supervisor for non emergency requests and objections.
NCA ensures that all equipment is on a regular maintenance schedule to allow the cleaning technicians to perform their tasks in an effective and efficient manner. The on-site supervisor takes monthly inventory to ensure all supplies are stocked accordingly.
Understanding that on-site quality inspections and effective communication is the key to successful janitorial services, NCA sets higher standards for itself than the industry norm. Our managers and certified subcontractors use a numerical grading system to evaluate the quality of their employee’s work and to recognize trends. They are trained to be more critical during their inspections than most owners and managers. We look for the problem spots before you see them. By quickly identifying and anticipating potential problems, our teams minimize customer complaints and provide a consistent, cleaner and healthier look to your buildings.
There will be a trained and qualified on-site supervisor working with the cleaning technicians. His main focus will be to monitor the cleaning crew and to insure that the quality of our service meets and exceeds your expectations.
NCA will monitor and evaluate the performance of the staff by asking manager to so kindly fill out the performance surveys on a monthly basis. Operations Manager will follow-up with the on-site supervisor on a bi-weekly basis to review the customer service log book and to facilitate any changes that need to be made.
SAMPLE CUSTOMER SATISFACTION SURVEY
Please rate the current level of satisfaction with our overall service performance:
____Excellent _____ Good _____ Needs Improvement _____ Unacceptable
During the past month, has the overall level of service in your facility:
_________Improved _________Decreased __________Had no change
How quickly do we respond to your needs, requests, or complaints?
_____Excellent _____ Good _____Needs Improvement _____Unacceptable
How would you rate the problem solving capabilities and follow-up of our Operations Management Team?
_____Excellent _____ Good _____Needs Improvement _____Unacceptable
How would you rate the problem solving capabilities and follow-up of our On-Site Supervisors?
_____Excellent _____ Good _____Needs Improvement _____Unacceptable
How would you rate the performance of our on-site employees providing janitorial services for your facility?
_____Excellent _____ Good _____Needs Improvement _______Unacceptable
Check the answer that is the most accurate indication of how you feel about our work. Use the following rating system: 1-Unacceptable, 2-Needs improvement, 3-Good, 4-Excellent.
|Showroom, Office Area, Breakroom and Restroom||Comments||1||2||3||4|
|Floors / Carpets
|Glass / Window Cleaning
|Clean & Polish Office Furnisher
|Vacuum Fabric Furniture
|Damp Wipe Plastic and Leather Furniture
|Dust Light Fixtures
|Vacuum or Dust Ceiling Vents
Please make any additional comments:
Organization Name: _______________________ Date: _________________________
Contact: _________________________________ Phone: ________________________
National Cleaning Association LLC offers a response rate of 24 hours or less: In the event of a bonafide emergency, we will respond to the issue immediately and resolve the problem within 24 hour or less.
NCA has many ways in which you can communicate with us 24 hours per day 7 days per week depending on your specific business needs:
- Toll Free Customer support available 24/7
- Onsite communications log book
- Direct contact with your assigned Account Manager via email, instant messaging, office phone, cell phone and/or fax.
NCA understands the needs of our clients and we do everything necessary to respond to those needs in a timely and efficient manner.
COMMITMENT TO TRAINING AND SUPERVISION
It is our belief that the quality of service you receive is directly related to the quality of people you depend on to deliver that service. Teams and crews that are properly screened, trained and supervised will simply do a better job. NCA is committed to teamwork and our training is geared to create specialists, who can play a position with confidence and have the skills necessary to execute their positions.
NCA is committed to providing opportunities from within and acknowledging those who excel in their positions and wish to further their career in the janitorial maintenance industry. It is very important to us to promote from within our teams and to provide incentives which are clearly defined and communicated. NCA believes this will ultimately create supervisors and managers who share the same commitment and drive for success as ownership.
Our training programs include traditional office cleaning techniques, OSHA guidelines, safety policies and procedures, training on the latest eco-friendly equipment and supplies, and efficient business management. We have access to the most advanced training on the use of all the necessary equipment, chemicals and supplies, as well as efficient techniques that can help you save time and money.
Continued education ensures NCA has the strongest team janitorial professionals servicing your facility. NCA employees and subcontractors have completed the following associations’ certified programs and training course:
- NCA Subcontractor Certification
- Safety Policies and Procedures
- OSHA Safety Guidelines
NCA team of qualified certified janitorial technicians are trained with techniques in chemical handling and equipment operations, so you can be certain that your NCA management team has made a careful analysis of the equipment requirements for your facility.
NCA believes that to maintain a consistent and high level of quality, we must provide not only a pleasant looking environment, but also a healthy environment. We try to use, whenever possible, environmentally safe chemicals and cleaning equipment in all phases of our work. We constantly experiment with new products and equipment looking for better, healthier and less intrusive ways to maintain your buildings. Recycling and indoors air-quality issues are becoming more sensitive and NCA is committed to being an active participant in programs and procedures that that addresses these areas.
We understand the importance our maintenance activities have on the indoor environment and we have an established practice that maximizes the elimination of dirt, particles and bio-pollutants from properties we are responsible for; our organized and systematic approach to cleaning and maintaining these properties creates a safe, pleasant and productive indoor environment for the building’s occupants.
INFORMATION AND DOCUMENTATION SUPPORT
NCA is a strong supporter of information access for our employees and customers. By utilizing monthly action plans and calendars, we insure that specifications are met and maintained on a regular basis. Nightly suite cleaning reports are completed by each team leader to ensure no suite is missed. Logbooks and checklists are established for every project and we conduct monthly surveys with management and the cleaning supervisor to ensure our highest quality of cleaning.
Our attitude is always positive and encouraging. Our commitment is to help our team achieve the understanding of the three keys to everyone’s success, QUALITY, KNOWLEDGE and INTEGRITY.
Approximately thirty days before the start of the contract, NCA will assign the opening staff and subcontractors so that they can begin to familiarize themselves with the facility and contractual requirements. The opening staff will be under the direction of the Operations team and will be assigned various duties by them.
During this same period, supply and equipment orders will be placed and the resident management team will be assigned to the account.
INITIAL CLIENT MEETING
During this same thirty-day time frame, NCA will meet you to review goals and objectives for the first thirty days of service. At this meeting, we will determine the location of storage facilities, review security procedures and gain necessary preliminary information to begin to take responsibility for cleaning the multiple facilities.
ORGANIZATIONAL TEAM MEETING
Prior to the opening of the account, NCA will conduct an organizational team meeting with all personnel, subcontractors and management who will be involved with the account. At this meeting each individual employee will receive his or her written job description, area assignment and specifications for the portion of the building that he or she will be responsible for. Uniforms and I.D. badges will be assigned and employees will receive all the necessary information pertaining to security procedures, rules and regulations and reporting requirements. Following this, a presentation designed to familiarize employees with general requirements will be given by the transitional team and on-site management. This presentation will insure that all individuals have a clear understanding of what is expected of them and of NCA.
California Corporate Office
17595 Harvard Ste 170
Irvine, CA 92614
(949) 407- 6411 Phone
(877) 881- 9523 Toll
(949) 269- 6390 Fax
Deborah Mitchell CEO, President
James Redmond COO
Stephanie Warrick CFO
Sakeenah Moore Sr. Account Executive
Jamil Redmond Operations Manager
Patricia Foncesca Administrator
Elijah Diggins Sales Manager