Quality Management System
Goodwill Industries of North Georgia’s Quality Management System (QMS) is ISO 9001:2000 Certified. Our processes, procedures, flowcharts, and inspection procedures are all incorporated into our quality management system.
To ensure compliance and suitability we perform frequent internal audits and annual external audits of all of our processes and procedures. The QMS process ensures that customers’ expectations are met while continually striving to improve the their satisfaction with our services.
We require all managers to meet with their customers regularly to gather data for determining the customer satisfaction level. This is a value-added feature, which has proven to increase the customer’s satisfaction with our service. Additionally, we strive to incorporate the recommendations of our customers to ensure continuous improvement.
We require our supervisors and lead custodians to inspect their respective areas of responsibilities each day and make necessary corrections to ensure that the facilities are clean for our customers and their guests.
Our Quality Assurance Representative conducts weekly property inspections during regular business hours. This allows for interaction between us and our customers and the opportunity to address their concerns immediately.
Goodwill Industries of North Georgia also uses a web-based customer satisfaction survey. This allows our customers to routinely rate the level and quality of service we provide. We value the feedback and believe that it is critical to establishing and maintaining an exceptional customer/service provider relationship.
Goodwill is committed to adhering to OSHA, JCAHO, EPA and ISO standards and regulations. We provide training and test for competency. No employee will be allowed to work at a property independently unless they score a minimum of 70% on their competency tests.
Our Quality Management System Inspection Program
Goodwill Industries uses a software system called Jen/Mar for capturing inspection reports. Our staff uses hand-held devices to input inspections results while on-site. These devices wirelessly sync files with our servers to produce real-time inspection reports and provide us with performance levels immediately. We can also capture customer signatures on inspection reports using the hand-held devices.
In addition to weekly inspections performed by our Quality Assurance Representative, Project Managers conduct daily inspections at contract sites. The Director of Contracts and Senior Director of Facility Services conduct monthly and quarterly inspections, respectively. Our hand-held devices do not allow us to see the scores of previous inspections during or after the completion of their inspection. This prevents tampering with the results. The server then generates the scores when the devices are synced.
All inspections that fall beneath the customer’s service level are immediately issued a Corrective Action Report (CAR), which requires corrective action to be implemented immediately to remedy the deficiency. The root cause of the deficiency must be identified to prevent future occurrences.
Our management team holds regular review meetings to review inspection reports, CARs, and trend analyses to ensure we are meeting the customers’ requirements and continually improving upon the delivery of services.