Quality Management Processes

Our commitment to quality

To us at AMC, quality control doesn’t just mean doing the job right – it means taking pride in putting our customers’ needs first, each and every time. We understand that no two workplaces are the same, which is why we’ve developed quality management processes that allow us to provide a highly efficient, comprehensive and consistent level of service in any situation.

With AMC, you’ll have peace of mind with the personalised convenience of having your own dedicated Customer Service Manager on hand 24/7, should you ever have a problem or require more support. Our State Operations Managers will also meet with your team regularly to review the cleaning service and discuss any other commercial cleaning requirements you may require.

The AMC 5 Pillars of Quality

Our commitment to quality and continuous improvement has led us to develop our 5 pillars of quality. These five areas of Satisfaction, Service, Simplicity, Safety and Sustainability set out clear and measurable KPIs that ensure we are upholding ourselves to a consistently high standard and delivering on our promise of operational excellence. These are critical for every aspect of how we conduct ourselves at every touch point – from administration to the cleaning operatives on the ground – these pillars of quality hold us all accountable and help us look after the people that we clean for, to keep them safe and well. Roll over the 5 pillars below to learn more.

Satisfaction

KPI: We arrive on time, every time
MEASURED VIA: Logged arrival times

KPI: We complete all tasks with care
MEASURED VIA: On-site audits and reported in real time

KPI: We are efficient
MEASURED VIA: Scope of work completed during each shift

KPI: We communicate regularly
MEASURED VIA: Check-ins, monthly reviews and satisfaction surveys

Service

KPI: We are responsive
MEASURED VIA: Maintaining agreed enquiry response time

KPI: We replace resources quickly
MEASURED VIA: Maintaining a 24-hour replacement time

KPI: We check-in often
MEASURED VIA: Meeting attendance, supervision and client satisfaction

Simplicity

KPI: We make all costs clear
MEASURED VIA: Zero inaccuracies

KPI: We invoice on time
MEASURED VIA: Always being on time

KPI: We always seek improvement
MEASURED VIA: Number of new and renewed initiatives

Safety

KPI: We are always compliant
MEASURED VIA: Insurance certificates, equipment tests and tags, SDS sheets

KPI: We verify all staff
MEASURED VIA: WHS standards, Police cleared, right to work and other security checks

KPI: We constantly monitor safety
MEASURED VIA: Number of injuries per million hours worked

KPI: We consult with staff regularly
MEASURED VIA: Number of toolbox meetings

KPI: We observe good governance and inclusivity
MEASURED VIA: Modern Award, Ethical procurement, Gender, Age, Race equality, modern slavery policy.

Sustainability

KPI: We monitor chemical use
MEASURED VIA: Multiple measurements via the AMC Environment Management Plan

KPI: We strive to improve waste, water & energy use
MEASURED VIA: Multiple measurements via the AMC Environment Management Plan

KPI: We meet our annual targets
MEASURED VIA: Multiple measurements via the AMC Environment Management Plan

KPI: We reach out to community
MEASURED VIA: Corporate Social Responsibility goals and objectives