United Services Group is a full service leader in the Mall Facilities Service arena (MFS). We provide services in the United States and Puerto Rico. This division is unique in the fact that when those mall doors open it’s show time and we are on stage and USG will make you shine!
- Recruiting, Hiring and Training Practices
- Employee Incentive Programs
- Quality Assurance Program
- Safety Program
Recruiting, Hiring and Training: At USG we have designed our staffing plan to deliver quality cleaning to exceed our client’s expectations. We do that with a Four Key Training program:
- Each building staff is designed for that specific building’s density, floor coverings, and usage.
- Each team is designed to be placed in a specific area within a building.
- Within each team the job classifications are divided by task to be performed in specific areas such as floor technician, restroom technician or general cleaners.
- Each job classification has an elevated level of pay to match the task requirements.
Training is essential to the success of the USG program. Our six step cleaning method process has paved the way for a unique and effective training program. Based on this concept, each task is broken down into a stand alone technique to provide detailed education on the process as well as what needs to be done if there is a breakdown in the process. The training is divided into basic, advanced and technological.
Methods used are as follows:
- Methods Guide Sheets
- Handouts
- Workshops
- Posters on site
- Power point presentations
- Computer based
Retention and understanding of material presented to the employees is verified in a number of different ways. Examples include:
- Knowledge Assessments
- Skills Checklist
- Visual Observations
- TQM / Quality Inspections
- Customer Feedback
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Incentive Programs – USG has created an incentive plan that reaches every position at each site. The program is designed with that site’s specific needs and agenda. One such program was designed to reach the optimum level in the following elements:
- Staffing Performance
- Appearance
- Attendance
- Congeniality and attitude
- Consistency of service
- Response to requests
During a facility audit each employee is reviewed by the supervisor and client on the above mentioned criteria. Each carries 20% of the total. A score of 80% or above yields a bonus.
Salaried position incentives are designed for those areas that lend to improved overall company performance, such as consistency of service, safety, a clean environment, turnover, and employee moral. The program is based on the results from USG Facility Quality Management audits and review with the client. Based on a successful audit and review any manager receiving an 85% or greater receives a quarterly bonus.
Quality Management Assurance Program is based on inspection systems that reaches all phases and levels of operation.
- First Phase is the managed Facility Quality Control Inspections, occurring on a timely basis by various levels of supervision and management. Defects in the quality of service are measured on an area-by-area basis.
- Second Phase USG’s Vice President of Operation performs a semi-annual Facility Quality Management audit on all operational aspects of performance of the service at each client’s location.
- Third Phase USG’s Vice President of Risk Management and Operations perform an interview with the client reviewing the findings of second phase. USG Facility Quality Management System is to be a pro-active management system where the client is not managing the janitorial process on a daily basis. USG has been selected by the client to fulfill the obligation as contracted without their involvement. This phase is an important phase, as it produces the exact measurement by the client on the overall performance of USG.
- Fourth Phase The entire results form phase 1,2 & 3 are reviewed by USG’s executive committee to review the clients attitude, additions needs (re-engineer facility, new equipment, new task routes), employee salary increases, and the need for additional services.
Safety Program USG maintains a proactive approach to safety to eliminate risk, decreased liability, improve productivity and keep the job-site safe. We believe that investing in the prevention of accidents and losses is the most responsible way to control costs for our clients and USG.
The VP of Risk Management ensures implementation of programs, supervisors compliance, and observes work practices through audits at each facility. An overview of USG’s safety programs:
- Corporate Safety and Risk Department
- Safety standards & procedures
- Incident review committees
- On Site Safety meetings
- Monthly safety training topics
- Safety incentives
- Regulatory compliance
- Hazard communication and Material Safety Data Sheets
- Slip meter testing
- Vehicle driver record checks
- Site specific safety manuals
- Strict documentation protocol
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