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<br />Every formal inspection has a corresponding report form that is completed and logged in <br />a centralized database. We use a web-based quality assurance tool that allows us to track <br />and manage inspections and reports directly from client accounts in real time. Our reports <br />can be customized to meet client KPI’s and preferences. We readily provide our clients <br />with the results of their inspection reports. <br />SERVICE REQUESTS AND CUSTOMER SURVEYS <br />If a client contacts us with a concern, the manager at the account performs an immediate <br />site inspection. The manager will determine the source of the problem and develop a plan <br />for resolving the situation. All action items – whether they are complaints, work orders, <br />requests for service, or service deficiencies – are promptly escalated if they are not <br />addressed immediately. All accounts have an internal escalation chart and items that are <br />not resolved are automatically escalated to the next level of management. <br />Escalation <br />Action items are first the responsibility of the account manager and are automatically <br />escalated if they are not immediately reconciled at this level. Although we have a defined <br />process for escalation, issues are almost always immediately resolved at the local level. <br />Clients are invited to fill out a simple satisfaction survey on a quarterly basis. This survey <br />helps us to measure our performance against client expectations. We share the results <br />of these surveys with our onsite team so that they are aware of what they are doing well <br />and potential areas for improvement. <br />ENVIRONMENTAL HEALTH AND SAFETY <br />All MBM associates share the belief that safety is an everyday concern and an integral <br />part of every operation. Our employees are properly trained, careful, and alert, and they <br />provide our clients with cleaner, safer facilities. Our goal is zero injuries and we work with <br />our clients to design and implement site-specific safety programs. <br />MBM’s Safety360 program is at the center of our safety initiatives. Safety360 is a <br />behavior-based program built on the fundamentals of risk exposure, hazard identification <br />and incident prevention. Our program is a comprehensive, proactive, and <br />multidimensional initiative that adheres to the hazard control methods established by the <br />National Institute for Occupational Safety and Health (NIOSH). <br /> <br /> <br />Page 11 of 30