ISO 9001 – What Does it Mean & Why Does it Matter?

Posted on September 3, 2021 in General Info

ISO 9001 is a Global Quality Management Standard Created Entirely with the Interests of the Customer in Mind. Protech Property Solutions are proud to have been ISO 9001 Accredited since 1995.

To achieve ISO 9001 certification, Protech Property Solutions was audited against the ISO 9001 Quality Management Standard, and certified to have demonstrated robust and reliable cleaning and facility service practices that assure our services consistently deliver customer satisfaction.

If you become a Protech customer, you should expect “the most reliable, easy to communicate with, best managed cleaning and facility services you have ever experienced.”

There are 7 Fundamental Management Principles Protech Property Solutions use to demonstrated to the Auditor to earn our ISO 9001:2015 Certification, and they are:

WE DEMONSTRATED CUSTOMER FOCUSED BUSINESS PRACTICES

We have customer-focused practices in place that aligning our organizational objectives with a 100% focus on exceeding your needs and expectations. That means our practices have been audited and shown to:

• Meet our customers’ requirements
• Measure our customers satisfaction
• Provide excellent customer service &
• Aim to exceed our customer expectations

As a result of this approach we achieve very high levels of customer satisfaction – way above industry standards – and we have scores of written references from satisfied clients that attest to this fact.

STRONG & COMPETENT LEADERSHIP

We have been audited and shown to have developed strategies, systems, practices and procedures that enable our people to reliably and consistently maintain your properties to the highest standards. To do this we:

• Measure, monitor and manage our team’s performance
• Employ management systems designed to pick up problems before you even notice them.
• Ensure that employees understand what they need to do and are provided with the authority, knowledge and skills to do it.

This means that all our people are:

• Police checked (DBS)
• Fully trained in the latest and best practices
• Understand the occupational Health and Safety issues they need to manage
• Fully insured
• Know their service performance is constantly measured and monitored through quality audits against your written service schedule, so as to ensure your required standards are always maintained.

MEANINGFUL INVOLVEMENT OF OUR PEOPLE

This is a measure of our management structures and culture. The auditor found that we have developed management processes that mean our people:

• Understand what their accountabilities are & the standard of service required
• Feel respected and valued for the work they do
• Continuously learn and share knowledge
• Are aware of easy to use processes that they can use to openly discuss any problems or constraints they face in delivering on their accountabilities

Because of this our people feel empowered and respected and buy into our mission, which is to provide the most reliable, easy to communicate with, best managed cleaning service you have ever experienced.”

A PROCESS DRIVEN APPROACH TO QUALITY SYSTEMS & CUSTOMER SERVICE

We have been audited and shown to have developed service processes and management practices that prioritise continuous improvement and deploy resources effectively, to be able to meet and maintain the services agreed to in your written schedule.

AN IMPROVEMENT BASED CULTURE

We have been audited to ISO 9001 standard and shown to have developed services and management processes which make the improvement of our operational systems an objective of every individual within our organisation. This means we,

• Empower our people to make improvements
• Measure improvement consistently and
• Celebrate and recognise improvements when they are made

EVIDENCE BASED DECISION MAKING

We ensure that as an organisation we have accurate and reliable data upon which to regularly measure our performance against the written service schedule that we are contracted to perform.

The auditor found that we use a best practice approach to gather data on our performance, and have management systems in place so we can consistently meet our guaranteed performance criteria, and that our systems mean we ongoingly manage feedback, with our cleaners and our clients, to ensure required cleaning standards are met and kept.

This means that when you hire us, you should expect a service that meets and even exceeds your expectations.

EXCELLENCE IN RELATIONSHIP MANAGEMENT

Our management process and procedures and our customer service communication has been audited to ISO 9001 standard to ensure that our services consistently achieve customer satisfaction.

This means that when you choose Protech Property Solutions, you can be confident that you will be happy and well served.

For more information on our Quality Assurance please visit Protech Care or call one of our friendly team on 0845 604 1288.