Planning
FBG holds the unique distinction of being ISO 9001 registered at every location across the country. Under these strict guidelines, FBG is required to implement and standardize optimal processes—providing detailed “how to” information for our employees. This process is managed by a dedicated supervisor at each location.

Reporting
To maintain our ISO 9001 status, FBG must adhere to strict quality standards and report that compliance to our customers. In accordance with those guidelines, FBG utilizes a group of detailed performance metrics to measure quality and customer satisfaction and regular auditing to ensure accurate reporting to our customers.

Continuous Improvement
The audit process required under ISO standards is very comprehensive and includes a review of FBG’s training programs, work-planning processes and measurements of customer satisfaction. Our Registration Auditor (Orion Registrar) conducts very thorough semi-annual surveillance audits to ensure that we are in compliance and that we have documented effective processes for:

• Defining the requirements of each project.
• Ensuring that every project definition meets all customer requirements—stated and unstated.
• Effective training of all personnel involved in the project.
• Effective selection and management of approved vendors.
• Measuring and monitoring customer satisfaction, vendor performance and other factors.
• Continuous Improvement of all program elements based on predefined metrics.

Performance Metrics

FBG utilizes a group of detailed performance metrics in three distinct areas to measure quality and customer satisfaction:

Inspections
In addition to daily progress inspections by Cleaning Specialists, FBG’s policy stipulates that Site Supervisors conduct final inspections to ensure all work has been satisfactorily completed. FBG Managers also perform scheduled and unscheduled jobsite inspections on a consistent basis.

Job Status Report (JSR)
A monthly JSR is conducted with each customer, rating on a 1-5 scale to address accomplishments, challenges and overall performance with all tasks. Our policy requires managers to initiate a Corrective Action Request on all reviews rated less than satisfactory. All JSR ratings are reviewed by FBG’s corporate office to maintain the highest possible customer-satisfaction levels. Detailed information on all work is maintained in FBG’s secure database.

Quarterly Customer Critiques
Quarterly Customer Critiques are mailed every 90 days allowing FBG customers the opportunity to rate our performance on a 1-100 scale. Any rating less than satisfactory requires a Corrective Action Request by an FBG Manager to examine the root cause of the problem and set definitive steps for preventing future occurrences. Proactive management of quality response issues has been a key element to FBG’s high customer approval rating.

Customer Support Center
Operating 24/7, FBG’s trained experts can monitor calls, analyze complaints, schedule job requests and manage the timely, accurate delivery of services.