CMC Property Services Corporate Profile


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CMC Property Services Corporate Profile

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CMC Property Services Corporate Profile

  1. 1. cleaning maintenance property services Corporate profile AS/NZS ISO9001:2008 Quality Certified Company AS/NZS 14001:2004 Environmentally Certified Company AS/NZS 4801:2001 OH&S Certified Company
  2. 2. Contents About CMC 2 Our services 2 Procurement services 3 Capacity and coverage 3 Our team/organisational chart 4-5 Management systems 6-7 Our point of difference 8-9 Innovation 10-11 Maintenance services 12 1
  3. 3. Procurement Services About CMC Our Services Established in 1994, CMC Property Services is a national commercial cleaning and property maintenance company. We are specialists in the cleaning and maintenance, management and reporting of offices, retail outlets, commercial buildings, multi-sites and educational facilities. Our reputation has been built over many years of successfully delivering a wide range of services under one umbrella. Customer satisfaction, quality service and value for money are our key focus. Through our commitment to excellence and drive to be better, we have earned a prominent reputation and enjoyed significant growth in the commercial cleaning industry. We are a provider of integrated property maintenance services offering; contract cleaning, maintenance services, carpet steam cleaning, professional window cleaning, graffiti removal and emergency property related services. Whether our customers require a daily, weekly, monthly or simply a one-time-only service, we can deliver. We provide a cleaning service tailored to the needs of our customers, within budget, on time, and with a dedication to getting it right every time. Our services include: • Window cleaning • aste management W and recycling Our customers span across the commercial,government, educational and corporate sectors. We have grown to be one of the leading national cleaning and property maintenance companies in Australia and New Zealand with a national footprint expanding not only in metropolitan but remote regional areas. • arpet steam cleaning C • ygiene services H • trip and reseal of hard S floors • ashroom consumables W • Mechanical scrubbing • Graffiti removal • mergency response E work (flood damage) • oft furnishings and S upholstery cleaning We are experts in procurement services relating to waste management, hygiene and consumables. We have both the financial and personnel resources to carry out contracts ranging from small suburban offices to multi-million dollar national contracts. By testing the national market, savings of up to 60% for hygiene services and 15% for waste management and consumables have been passed on to our customers. We can also secure savings for a fixed period with a fixed contract option. We believe that the core principle underpinning procurement is value for money which requires a comparative analysis of all relevant costs and benefits. We have developed strong relationships with national suppliers in waste, hygiene and washroom consumable supply services. We offer our customers the expertise, resources and capacity to: • Deliver a quality service on time, every time. • Understand our customers requirements. • Reduce environmental impacts in service delivery. • rovide an excellent communication process through our P National Customer Service Centre and our Electronic Customer Relationship Management System (ECRM). • rovide a high level of automated real-time reporting on P all aspects of the contract. • Strong site management and procedures. • Seamless transition into our customers’ business. • eace of mind that all our management systems are P third-party certified and audited regularly. • Grounds maintenance Our extensive experience in cleaning, complete facility services and reporting provides us with a clear insight into our customers needs, and enables us to continuously deliver a service that is thorough and meets specifications. Capacity and Coverage We aim to enter into a mutually successful business partnership with our customers and understand that each customer is unique. • Commercial cleaning • Pressure washing • Pest control • rocurement services P (related to cleaning) • General maintenance Our national buying power has enabled us to secure competitive prices, thus delivering a whole service to our customers and managing the supply and delivery of all products and services on one itemised invoice. We have extensive National coverage throughout Australia and New Zealand. Coverage in Australia and New Zealand • Labour hire Emergency Response Services We can provide 24 hour/7 day emergency response services. We believe that our services, open communication, flexibility to adapt to changing needs, our transparent management and reporting, coupled with our industry knowledge, results in total satisfaction for our customers. Our Emergency Response Units are available to ensure our customers’ property is made-safe and restoration works begin in an efficient and timely manner. Our services include: Our continuous focus is on our core values and objectives. The basis of these values are to: • Flood damage • Painting • Water extraction • indow and glass W • reat our customers and employees fairly. T • Removal of furniture • repairs • artner with our customers to deliver a service P that meets and exceeds their needs using the best solutions for their requirements. • Removal of carpets • Waste removal • Plumbing • General maintenance • Electrical services • Labour hire • rovide the highest level of communication throughout P the term of our contracts. • Strive to improve on how we do business. • e responsible corporate and community citizens. B We work in partnership with Master Builders, Structural Engineers and IT technicians who are approved specialists in their fields. • Ensure flexibility. 2 3
  4. 4. Our Team Elly Krommidas Managing Director Paul McCann Chief Executive Officer Bachelor of Town Planning (Victoria University) BSCAA Board Member FMA Member Bachelor of Arts and Social Science (Latrobe University) Graduate Certificate in Business Management (Australian Institute of Management) Paul has experience within all aspects of property services. Paul founded CMC Property Services in 1994 and as such has built the company from its basic beginnings to where it is today. CMC has become one of the leading property services companies servicing customers nationally and in New Zealand. Paul has served on the BSCAA executive for more than 9 years and has been involved in the recent award modernisation process. He is also a member of Facilities Management Australia. Elly joined CMC in 2004, bringing a wealth of industry knowledge in the delivery of customer service and brand experience. She is responsible for; the development of CMC’s National Customer Service Centre, retention and renewal of existing customers, recruitment, establishing and monitoring trends and business improvement. Her knowledge has been the key in developing and gaining accreditation for CMC’s OHS, Quality and Environmental Management Systems. Elly has been instrumental in establishing sustainable and strategic procurement services in direct and indirect services for CMC’s customers. Max Newman National Operations Manager Diploma in Business Management and Operations (University of Western Sydney) Certificate III Asset Maintenance Max has had a vast and accomplished ten year career in the cleaning industry specialising in multi-site contracts. With both management and frontline cleaning experience he is able to implement and manage contracts from the ground up. Max oversees the service delivery of all contract transitions in Australia and New Zealand. His other qualifications include; OHS Consultation, OHS Risk Management, OHS Construction Card, Chemical Application License, Senior First Aid Certificate. Hans Nathanielsz Business Development Manager Bachelor of Applied Science (Monash University) Hans has been working in the cleaning industry for over 10 years in both operational and business development roles and has experience in understanding the needs of customers. Hans’ role is to provide each customer with a tailored cleaning solution, which allows for a cost-effective labour model all the while ensuring high standards of cleaning are achieved. Hans also has a strong understanding in business improvement, service delivery methods and efficiencies as well as working at implementing innovation within the company. Cassandra Donovan National Customer Service Manager Bachelor of Arts Media and Communication (Latrobe University) Cassandra’s employment history spans over seven years within the call centre and service industries. With her wealth of experience she brings innovations and suggestions for efficiencies in contract management and reporting. Her background in the ever-changing call centre industry as well as formal qualifications in media and communications has allowed her to work with a diverse range of people, cultures and attitudes. This experience has equipped her with strong customer service skills. She is solution-driven and delivers in an efficient and timely manner. Stuart Bennett Maintenance Project Leader Advanced Certificate in Process Control Instrumentation Advanced Diploma in Electronics (RMIT University) Stuart’s role is to manage the day-to-day facility contracts on a National basis for CMC Maintenance Serivices. Stuart is also responsible for the scheduling of programmed maintenance works and the timely execution of reactive/adhoc work. Stuart has over 25 years of industry experience and some of his other qualifications include; Working at Heights Accreditation, Confined Space Entry, Working Safely in Construction (Red Card) and License to Perform High Risk Work. Cassandra manages and monitors all work orders and requests sent to CMC ensuring that they are completed within the predetermined time-frames. An affiliate member of the Chartered Institute of Purchasing and Supply, her skills in vendor negotiation and contractual management provide an end-to-end project cycle to CMC’s customers. Organisational Chart Chief Executive Officer Managing Director Finance Manager National Customer Service Manager Environmental Health and Safety Compliance Manager Maintenance Project Leader Business Development Manager Senior Account Manager (Education) Finance Department 4 Human Resources Manager Human Resources Department National Customer Service Centre Compliance Auditor Maintenance Department Marketing Department Account Managers National Operations Manager VIC/TAS Account Managers NSW/ACT Account Managers WA Account Manager QLD Account Manager SA/NT Account Managers NZ Account Manager 5
  5. 5. Management Systems Our Management systems address service implementation and continuity, risk management, environmental management and customer relationship management. We are committed to delivering a quality property management and cleaning service to our customers. We aim to be the most pro-active company to offer an uncompromising standard of cleaning and associated property services to our customers. Our management systems have received these certifications: • Quality Management System AS/NZS ISO 9001:2008 • OHS Management System AS/NZS 4801:2001 Executive periodical reports We produce executive periodical reports of all areas under CMC management. The frequency of these reports are scheduled in partnership with our customers and generally consist of: Part 1 - Executive Summary Part 2 - Quality Assurance Part 3 - ccupational Health and Safety O and Environmental Systems Part 4 - Analysis Report-innovation CMC’s site operations manual • Environmental Management System AS/NZS ISO 14001:2004 We compile a site operations manual for each contract site. The manuals are placed in the cleaners’ room and consist of: Through the use of our three management systems, we give our customers three key benefits: • Communications books • Improved customer service • Improved business process • Improved service delivery This means that we are able to provide: • Dedicated management • Detailed work schedules • Quality assurance • Flexibility • Detailed auditing and reporting •Trend analysis on our services Our management systems are what we use to ensure we follow best practise in our day-to-day operations and planning. From auditing the quality of our work to communicating with our customers, ensuring we take care of the environment and keeping our staff safe, our management systems keep us working harder and better so we best serve our customers. Quality Management System Our quality processes system is a disciplined system of planning, budgeting, reviewing, testing, inspecting, auditing and reporting on the quality of the contracts we undertake. The program reinforces our commitment to excellence. Performance management and auditing Our performance measuring system has the capacity, not only to measure our performance from the internal customer perspective, but also to monitor and report any non-conformances that may arise. Our Quality Inspection Reports accurately measure the standard of service being provided and evaluate our customers’ response to the service. These reports and ratings will act as a tracking mechanism of work and of our operatives. Our Quality Inspection Reports are automated and uploaded, in real-time, to our ECRM system for instant access. 6 • Site specifications • Periodical schedules • MSDS sheets • Sign on-sign off books • Injuries registration booklets • Quality Management systems and procedures • Policies and procedures Environmental Management System We strive, within our technical and financial capabilities, to protect the environment during the planning and conduct of our business operations. We define green cleaning as cleaning effectively to create healthy buildings while at the same time reducing our environmental impacts. New technologies and processes make it possible to clean effectively and efficiently with less impact on health and the environment. Green cleaning is not just about using environmentally friendly products, it is comprehensive and includes assessing the unique needs of each facility and its occupants, as well as the cleaning chemicals, equipment, paper products, procedures and training. Environmental solutions We believe that strong environmental management plays an important role in the delivery of a quality service. Our focus will be to work with our customers to provide solutions in the areas of energy and water conservation, chemical and equipment procurement and waste management. Our operational activities provide a sound platform for furthering environmental objectives and outcomes in a positive and practical manner. Initiatives to be undertaken to minimise environmental harm include: • he review and amendment of procedures to identify T relevant environmental issues; • evelopment of an Environmental Management Plan D for contracts; • Development of procedural checklists; and • evelopment/undertaking of a training program for D new procedures as they arise. CMC’s green cleaning principles include: • reen cleaning specific to the facility – we look at G the facility holistically. OHS Management System • educe pollutants – these can be pests, chemicals, R dirt or dust. Pollutants need to be captured, not just moved around. We ensure that all necessary OHS systems are established and implemented for each contract. We perform the following for each contract to ensure the safety of our customers, their staff and patrons and our employees. • romoting safety – use environmentally friendly P chemicals and ensure proper use and storage of chemicals and equipment.Use colour coded equipment to reduce cross-contamination. • Assess for risks, through a risk analysis process (JSAs). • Prepare a risk management report for all areas of work. • arefully plan to reduce, eliminate or mitigate impacts C of the risks identified in the risk analysis. • Induct all staff on to the customer’s facilities. • Provide adequate training to all employees. • Provide and maintain all necessary safety equipment. • rovide and maintain machines and equipment in safe P working condition. • Provide Safe Work Methods for all tasks to be undertaken. • Instruct and train employees in safe working practices. • Provide proper first aid services as required. • eep proper control of noise, any chemicals, fumes and K harmful materials. • Investigate and report any accident. • Comply with all relevant Australian Standards. • Monitor to ensure compliance of approved procedure. AS/NZS ISO9001:2008 Quality Certified Company AS/NZS 14001:2004 Environmentally Certified Company • inimise waste – use only what we need. This applies M to chemicals, water and energy. Introduce recycling programs into the facility. • ducate and communicate – inform employees and E stakeholders of CMC’s goals and let them know how they can contribute to a cleaner and safer facility. AS/NZS 4801:2001 OHS Certified Company 7
  6. 6. Our point of difference Quality Management System Our ECRM Quality Management System We are leaders in customer service in the property maintenance industry. Our innovative National Customer Service Centre is a value-added function that supports the needs of our diverse customers. It is available 24 hours a day, 7 days a week and provides a direct line of communication between customers and CMC. Our customers can discuss, resolve or dispute any issues they have relating to the services provided. Our National Customer Service Centre plays an integral role within CMC as it tracks, monitors and reports on customer contact. We also have Operational staff who act as a secondary support to on site staff to facilitate a resolution to any site emergency or general request. Our ECRM is a tailor-made system developed to deliver a higher level of service to our customers and to streamline internal processes, making them more efficient. Transition Through our National Customer Service Centre, we have developed a response process for determining customer satisfaction with product and service delivery times. We have developed an Electronic Customer Relationship Management System (ECRM) that manages and monitors our valued customer relationships. It currently processes over 1,000 requests and work orders per week and has the capacity to take on more. Customers have the choice of logging requests directly into ECRM or calling and/or emailing our National Customer Service Centre. Once a request is logged, it is given a time frame for action and sent directly to our account managers, supervisors and cleaners. ECRM has been a successful tool in cutting customer request wait times dramatically. From requesting the clean-up of a spill, a quote for carpet steam cleaning or to a request for more tissues for their office, the system caters for all. Our Customer Request Flow Chart Customer logs request into ECRM or contacts CMC’s Customer Service Department Informed and satisfied customer ECRM is a web-based system that allows customers to access our services, instantly. They are able to log into the system using a specified password and log any cleaning and maintenance requests they may have. Customers can also view the live status of their request at any time through ECRM. This means, they know when and who the request has been allocated to, and view any comments made. Our National Customer Service Centre will monitor the progress of each request to ensure it is performed and signed off within the given time frame. Any request that is not actioned on-time is escalated to Customer Service/Operations Management. Regardless of how a customer wishes to contact CMC, whether it is direct via ECRM, phone, fax or through email, ECRM will record, monitor and report on requests giving our customers open and transparent communication. Customer views request and/or feedback given to customer within time-frame CMC’s Customer Service Department recieves a request and allocates it via sms or email to CMC operations team for action CMC’s Operations Team attends to request and logs off request in ECRM with the agreed time-frame ECRM can link into and become compatible with most information systems. It can be formatted to automatically read customer emails or work orders and process them into work requests. We take pride in and work tirelessly with our customers to build partnerships. Jonathon McCormack, Gross Waddell 8 “CMC are a progressive and innovative company. They work with us to provide cost effective solutions to our organisation and ensure a high standard of service is always maintained. I recommend CMC Property Services to any company, especially multi-site organisations such as ours.” Steve Godwin, Manager Facilities, Philip Morris Limited Through the use of ECRM, we record information on the progress of our cleaning service and report back to customers through Executive Periodical Reports and formal meetings. All information recorded provides a fair and transparent snapshot of the activity that has taken place in relation to cleaning and maintenance. Interfacing of systems Customer Testimonials “CMC service multiple sites for our organisation. Their service and ECRM system in particular, allow us to always know how our properties are being presented.” ECRM analysis and reporting “CMC Property Services have provided an exceptional and professional service to our multi-sites around Australia. They are an innovative, flexible and a customer orientated service provider. They work in partnership with us to ensure our sites are maintained to a high standard.” Rob Myers, National Operations Manager GE Capital FM Our ECRM can interface with your internal systems to provide an integrated management system hence automatic work orders are communicated. Customer Service Surveys We conduct customer satisfaction surveys periodically to gain a true indication of the delivery of the service. The results are tabulated and recommendations made to different departments within CMC as to how we can improve our service delivery. In 2011 we entered the Australian Achiever Awards for Victoria’s Cleaning and Maintenance Services and Supplies category and scored a highly recommended 89.51%. Working collaboratively with a customer in the lead up to handover is the best way to ensure a seamless and hassle free transition from a previous service provider to CMC. During the transition phase, communication between CMC and the customer is essential so that the needs and expectations of both parties are understood, eliminating any areas of concern well before we take over cleaning on site. A detailed transition schedule will be prepared by CMC and presented to the customer at the first transition meeting. All items on the schedule will be given a time frame for action and our customer will be presented with updates to the schedule at subsequent meetings. By the time that the handover occurs, all items listed on the schedule will be complete and we will be ready to begin servicing the site. Training We believe that training of staff is an integral part of our service delivery. Training programs for staff should be continuous, active and realistic. They should consist of thorough induction training, followed by day-to-day training, instruction, correction and advice during the performance of duty and supported by formal training courses. Our approach in developing our cleaning staff involves seven distinct steps: • Induction Training • Chemical Handling and Storage • National Competency Based Training • In –house training provided by CMC • Site Specific Training • Tool – Box Training • OHS and Environmental Training Continuous improvement Through the use of quality inspection reporting and monitoring of customer requests in ECRM, we can analyse any information reported by staff and the customer on the state of the contract. This information is analysed to highlight any issues and areas of improvement in the cleaning, maintenance and management of the contract by CMC staff. From the General Manager through to the cleaner on site, information is communicated at all levels through so that any issues highlighted are rectified and that the level of service desired by the customer is not only met but maintained. We are committed to continuous improvement of our contracts and ensuring we deliver a high standard of customer service at all times. We use a variety of methods to gain end-user feedback that will enable us to implement strategies that will enhance and add value to the contract. The methods employed are: • Quality inspections and audit reports. • CRM Reports – types of requests, nature of complaints etc. E • Feedback obtained at Executive Meetings from the customer. • Customer surveys. 9
  7. 7. Innovation Our web-based ECRM system is designed to assist our partnership with our customers so that we can manage all levels of cleaning and property services. ECRM supports customers both directly and indirectly. Whether a customer logs into ECRM to submit a request, or contacts our National Customer Service Centre which in-turn records their request, all interaction is recorded, monitored and ready for reporting. ECRM supports our customers who submit requests, our National Customer Service Centre who record and manage requests and our operational staff who carry out the requests. By balancing request priorities amongst the three user groups, ECRM ensures that requests are completed on time, efficiently and effectively. ECRM can automatically notify customers of request completion, or for a more detailed summary, can periodically compile and email complete PDF reports to customers. In summary, ECRM creates a user-friendly solution by combining management, communication and reporting. This gives customers 24/7 access to work order information, they are kept informed and have visual reassurance that their requests are being processed effectively and efficiently. Customers Whether it be recording incoming requests or sending detailed instructions to operational staff, our National Customer Service Centre is supported by ECRM. ECRM’s refined user interface ensures that recording incoming requests or retrieving open request information is a simple as a few clicks of the mouse. Sending real-time requests, messages or instructions to staff in remote areas is simple, easy and effective. Monitoring these requests is also just as easy. ECRM allows our National Customer Service Centre to monitor all open requests 24/7, automatically sending escalation notifications to management if time frames are not met. National Customer Service Centre When it comes to reporting, ECRM has extensive scheduled and on-demand reporting facilities. Operational staff receive real-time communication from ECRM with instructions on request information. ECRM’s email and sms support allow our National Customer Service Centre to send information. Operational staff can receive request information on their mobile phone, tablet or laptop from any location. Using their mobile phone, tablet or laptop, operations staff can also add progress notes and close requests. This information is instantly reflected in the request making it visible to our customer portal and our National Customer Service staff. This two-way communication between our National Customer Service Centre and our operational staff enhances real-time operations. Operational Staff 10 ECRM also has the capacity to record photographs and documents from clients or operational staff. For instance, we can record photographic evidence of a work site or request showing before and after shots of a clean. 11
  8. 8. CMC Maintenance Services Maintenance services at your fingertips cleaning maintenance property services CMC Maintenance Our Services Service Benefits CMC Maintenance Services offers a large range of maintenance services to government, educational, commercial and industrial facilities. We offer cost effective, preventative and reactive maintenance solutions to our customers throughout Australia and New Zealand. These services can be delivered as an integrated package or individually. • 24/7 Emergency Response Services Benefits of using CMC Maintenance Services include: • Carpentry • ne centralised source of contact O for all your maintenance, repairs and emergency works. We believe that by offering our customers holistic property related services, we can achieve a better, more efficient partnership. CMC Maintenance Services has developed a network of contractors nationally to help facilitate the delivery of resources and services. Our tradespeople are suitably qualified and experienced contractors with appropriate licenses and registrations to ensure compliance and workmanship standards. We will certify that work is complete and complies with all relevant industry regulations and standards. Our tradespeople are linked to contract specific service level agreements. These service level agreements are instrumental in maintaining high standards of service and compliance. 12 • Carpet/Tile Repairs and Replacement • Electrical Work • Plumbing Work • Floor Maintenance • Glass Replacement/Repairs • Graffiti Management • Lock and Door Repairs • Painting • Sign Repairs • Test and tagging • Grounds and Garden Maintenance • Security • e provide a responsive and W timely service. • e keep our scheduled dates W and times for service. • ational Customer Service N Centre - available 24/7 and centralizing delivery of a wide range of maintenance services. • uality Assurance and Q Compliance. Electronic Customer Relationship Management System (ECRM). Our ECRM system provides: • Fire Systems • entral scheduling of all work C orders • HVAC • Work order tracking • Lift Maintenance • Repair history for all locations Additional services we can provide: • cheduling of preventative S maintenance works • Cleaning • Washroom Hygiene • Pest Control • Waste Management • Job and invoice tracking • Inspection of works • eporting and management R of works.
  9. 9. Contact us Melbourne Head office 442-450 Auburn Road Hawthorn VIC 3122 (entrance located on Woodburn Road) Sydney office Office 2, Suite 201 29-31 Solent Circuit Baulkham Hills NSW 2153 Contact our National Customer Service Centre on 1300 889 210 Facsimile 03 9819 5050 Website