QUALITY ASSURANCE & CUSTOMER SERVICE

Since our company was formed, the goal of Centaur and our leadership team has been to provide contract services that exceed the expectations of our clients. With our Total Quality Management program (TQM), we have made this goal a reality.

Everyday, we serve a diverse group of clients which include: corporate headquarters, high-tech silicon wafer manufacturing facilities, multi-tenant office buildings, hospitals/healthcare facilities, universities, research/development, service/call centers, and educational facilities. Our services and environment is ever changing, and so are we. We express to our Associates that "The only thing consistent is change." As a service organization, we have adopted the philosophy that "We are here to serve, and our clients requests, no matter how great, how small, or how demanding, are our opportunities."

Training is the first step of TQM. Our employees receive extensive training for the work they will be required to perform. Employees also receive Blood Borne Pathogens, and Hazardous Communications training annually.

Each of our management and administrative staff receive a Policies and Procedures Manual. Developed by Centaur leadership, this manual covers all aspects of our operation, and the proper procedures for communicating and managing our business.

Quality is defined by our customer's expectations. We feel consistent customer contact is imperative. Through our regular client meetings, we are able to plan and implement changes to handle current and future service needs.

In addition to meeting with clients, our management team also performs regular building inspections. We use the enclosed quality inspection form and safety audit form, to identify areas that may need extra attention, and evaluate our current quality process. Frequent evaluations allow continuous improvement of service quality. As our client, you are an important part of the process. Meeting with us on a monthly basis allows us to provide to you quantifiable data that clearly shows the return on your investment in our services. This partnering approach assures that we are all working toward the same goal, providing quality and value added services.

The next step in our quality assurance program is devising a system to eliminate defects. In every building we service, a team that consists of the cleaning staff, supervisor, and the Operations Manager, meet on a regular basis. The purpose of the meeting is to discuss new ideas for a better and more efficient cleaning process. Several ideas at these meetings were so effective, they have become company wide procedures.

Team meetings also serve as our key personnel motivational tool. Janine Joubert-Dulay, President, will attend these meetings, provide dinner, and express her positive thoughts. At the meetings, our associates express their opinions on new methods to get the job accomplished. Many times, our clients attend these meeting and express their thoughts and ideas as it relates specifically to their site. When associates are able to create new procedures, they have a higher interest in making sure the procedures work. Our associates have developed many of our incentive programs. The results have increased associate involvement, including satisfied clients, and happier personnel who take pride in their work.

We work closely with our key partners, our suppliers. They work with us to upgrade our training programs throughout the course of the year. They will even visit sites where we provide services, and work closely with supervision and service workers, to better improve product application and use.