Higher standards of performance, training and improvement aren’t just goals at FBG—they’re requirements under the company’s ISO 9001 registration. ISO is an international quality business system that is universally recognized by companies around the world as the standard for measuring service quality. As one of the first companies in our industry to become ISO 9001 certified, FBG is required to meet rigid quality standards in four key areas: Planning, Training, Reporting /Customer Satisfaction and Continuous Improvement.

Planning
FBG carefully plans and delivers the services our customers purchase. Under strict ISO guidelines, the process requires FBG to implement and standardize optimal operations.

Training
Being in the business for nearly half a century, FBG recognizes that the key to delivering results is consistency. We are proud of the fact that our human resources processes and Quality Management Systems have produced a turnover rate that is less than one-third the industry average and a continuously high customer approval rating. Ongoing training and educational programs held in our own FBG University support the highest level of quality in our people as well. Thorough employee screening - including background checks, employment history, I-9 Verification and a complete five-panel drug screening - underscores FBG’s commitment to personal quality and customer accountability.

Reporting
FBG holds the unique distinction of being ISO 9001 registered at every location across the country. To maintain this status, FBG must pass rigorous audits and uphold strict standards of quality service to our customers. FBG’s 24/7 call center and web-based database, MyPortfolio, are the keys to that success. The system integrates all project, accounting and operational information into a single source for complete and accurate reporting for our customers. The process is rigorously monitored through third-party audits to ensure continued performance. Comprehensive reports include data on facility status, vendor management & work logs, service delivery and job-performance metrics are generated on an ongoing basis to ensure results.

Continuous Improvement
Improving our customer service isn’t a request under ISO policy; it’s a requirement. FBG’s award-winning Quality Management System has been an integral part of meeting those standards. In a continuous effort to improve operations, FBG employs detailed performance metrics in several key areas to measure quality and performance:

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 to address accomplishments, challenges and overall performance. Rating each task on a 1-5 scale, our policy requires managers to initiate a Corrective Action Request on any rating 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.

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.

ISO/AUDIT

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 FBG has documented effective processes for every aspect of the company’s operations:

• 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.

What is ISO?
ISO is an international Quality Business System that started in Europe several years ago. Now, nations around the world, including the United States, participate in the development of the systems. Companies become registered under ISO 9000 by demonstrating that they comply with standards published by the International Organization for Standardization. Registration requires a thorough audit by a third party auditor. Once a company is registered, they undergo surveillance audits to ensure that they still comply with the standards.

FBG’s Compliance Guidelines
FBG was first certified to ISO/ISO/ASQ Q9002-1994. To our knowledge, we were the first company within our industry to certify the total company under ISO. The International Organization for Standardization publishes standards establishing the requirements for an effective Quality Management System, including requirements for:
Determining customer needs, planning the work, Training the staff, Measuring and monitoring the work, including customer satisfaction and continuously improving the work

Continuous Improvement
Our quality system includes formal reports of Corrective or Preventive action, including searching for root causes of problems. ISO requires us to do internal audits of all our offices. All of our Internal Auditors complete a 16–hour class and observe a "live audit" before they can perform an actual audit. All our Internal Auditors are in some phase of FBG Operations, either in the Building Maintenance Service Division or in the Facility Service Management (National Accounts) Division. As a result, our Internal Auditors look beyond perfect paperwork and compliance with the ISO standards and look at the overall effectiveness of the office that they are auditing.

ISO Auditing Requirements
Companies become registered by undergoing an audit by an independent third party registration company. The comprehensive audit includes a review of our training programs, work planning processes and measurements of customer satisfaction. The process does not stop there. FBG Internal Auditors conduct annual audits of each office and our Registration Auditor conducts semi-annual surveillance audits to ensure that we continue to maintain and improve our quality management system.

• ISO requires us to do internal audits of all our offices. All of our Internal Auditors complete a 16–hour class and observe a "live audit" before they can perform an actual audit.
• All our Internal Auditors are in some phase of FBG Operations, either in the Building Maintenance Service Division or in the Facility Service Management (National Accounts) Division.
• As a result, our Internal Auditors look beyond perfect paperwork and compliance with the ISO standards and look at the overall effectiveness of the office that they are auditing.

Our registration auditor is Orion Registrar of Arvada, Colorado. We became registered in October 1998. Orion conducts surveillance audits about every six months (randomly selecting branch offices) to ensure that we are still in compliance and that we have documented evidence of continuous improvement.