Operations Management Essay

1. HistorySince starting out in 1989, the sunny multitude has grown to be complete one of Australias leading property assist providers. Initially established as Glad change run, the company provided cleaning solutions for shopping centres and businesses. In November 2006 Glad Cleaning Services re-branded itself to the Glad theme, now offering combine property solutions. With a powerful focus on customer aid and great value pricing, the Glad pigeonholing has continued to develop and maintain long-term relationships with its clients over the years. play along founders Nick and Lucy Iloski recognised there was a need to offer an integrated service that specialised in flexible solutions for the retail and commercial market places. Their customer think onward motion was welcomed in the market and the company grew rapidly. Today, the Glad theme excels in five key property services Retail Cleaning, moneymaking(prenominal) Cleaning, Security, Maintenance, and Waste directi on & Environmental Solutions. Glad offers these services individually, or as an integrated property solution.2. Introduction2.1. Customer ServiceThe Glad host is based on a culture of integrity and dedication. Commitment without compromise underpins all(prenominal) operation Glad undertakes. Glad root word takes customer service seriously and aims to deliver enduring value through with(predicate) innovative, customer foc apply property solutions that provide a safe, clean and friendly environment for clients, their customers and the community. high-pitched standards of customer service atomic number 18 obtained through employee genteelness, compliance, and industry innovation and embrace technology. Individuals argon empowered through an environment of support and encouragement, making service and solutions quicker and easier for clients. The Glad Group believes trust, integrity, and dependability is essential in every fermenting relationship and always treats clients, empl oyees, iron outors and community ethically and with respect.2.2. step governThe Glad Group is accredited to ISO 9001 whole tone Management System, AS 4801 occupational Health and Safety and ISO14001 Environmental Management System. Glads statewide integrated management system along with the implement of Praxeo and Kevah software ensures the staff comply with the current laws, acts, regulations and codes of practice. This has created a safer and more secure field of study environment, resulting in a progressive reduction in incidents and accidents.3. LocationThe Glad Group has been providing property services to the Australian market since 1989. Today the Glad Group is proud to provide services nationally to a range of market sectors including major, regional and neighbourhood shopping centres, commercial expressions, schools and universities, federal, state and local political sympathies offices and financial institutions. Glad Commercial Cleaning has several work locatio ns. Investa shoes Group, which is one of the clients of Glad Group, owns the office twist at Deutsche situate Place, 126 Phillip Street, Sydney. regain on the prime eastern edge of the CBD, Deutsche Bank Place has magisterial and unrestricted views of Sydney Harbour and the Botanical Gardens and it is very convenient for employees to travel to and from.Deutsche Bank Place is a 240 m skyscraper in Sydney, New South Wales, Australia. It is situated at 126 Phillip Street in the north-eastern end of the central business district, crossways the road from Chifley Tower. Construction began in 2002 and was completed in 2005. The buildings architect is Norman Foster of Foster and Partners. Deutsche Bank is the primary tenant, occupying 9 floors and owning the naming rights. It is owned and managed by Investa Property Group. Other major tenants are Allens Arthur, Bain & Company and Seven Wentworth. The 42,256m of total net lettable area boasts a NABERS muscularity rating of 4.5 stars and a spectacular entry plaza. The building in any case offers cafs, a brassiere, tenant showers, lockers and bike racks, a child care centre and outdoorsy areas. Located at the top of Hunter Street in the breast of the CBD, it is readily accessible by car and all public stock options.3.1. AccessIt is very important these kind of commercial buildings to be considerably accessible because there are lots of employees working in this building assuming 100 people for each level for a building that has 31 commercial levels beside other workers such as cleaners and securities as well as to receive the deliveries inside conveniently and timely.4. Action Plans4.1. SustainabilityAt Glad people believe corporate responsibilities include protecting the environment. Thats why an accredited environmental management system was developed. This system helps break products or services that could affect the environment. To assist the system several policies, codes of practice, guidelines and world(prenominal) standards were adopted which exceed legislative compliance. All this ensures the best outcome for the environment. all Glad employee receives training and development in the companys environmental system. It is very important to continuously develop and tailor come out detail training and education packages that focus on recycle and sustainability solutions and procedures. The Glad Group use and offer the following environmentally friendly products and services thousand cleaning products and water wise machinesReusable microfiber cleaning clothsWater recycling productsBiodegradable productsWaste management (recycling) consultancyRecently, Glad acquired the most powerful portable high pressure steam cleaner in Australia. This new chemical substance uninvolved steam cleaner is a powerful unit that is non only environmentally friendly but to a fault providesImproved levels of sanitisationIndoor/outdoor applicationsGraffiti removalWater heated to exceedingly hi gh temperatures killing bacteria, mould and viruses in large areasChemical free portable high pressure steam cleaning for carpetsIdeal for pavement/hard surfaces/entries & facadesPollution free operationUses recycled water system declination of waste water (waste water is taken to the site and then removed(p) from the site)4.1.1. New Steam Clean TechnologyThe Glad Group give way mobile chemical free cleaning technology that can come to your site and clean just about anything, from floors and carpets, to car parks and railway line platforms. Not only does the system of high pressure (3000 PSI) and steam (260C) clean, it also removes the waste and residue instantly via the extraction system (400 ft of hose). Furthermore, not only does the truck bring its own water, it takes the waste water away for recycling.4.2. Risk and Insurance ManagementThe Glad Group takes hazard legal opinion and risk management very seriously. Glads comprehensive approach ensures clients their customers and employees are safe from hazards that might cause injury. Glad commission enunciate to actively investigate and manage public liability claims swiftly and professionally on behalf of the Glad Group and clients. previous to the commencement of any contract a risk analysis is conducted, site specific safe work method instructions are designed and then audit on an ongoing basis.To further improve safeguard, Glad also operates a slick edge software system called Glad Easi. Its a run into covering fire reportage program designed to provide an effective and auditable get over of breeding regarding employees, contractors and visitors within work sites. Due to the comprehensive approach to wellness & safety and the efficiency of reporting methods, the Glad Group has one of the lowest public liability and workers compensation premiums in the industry. This results in considerable damage savings to clients.4.3. HR ComplianceThe Glad Group is accredited to ISO 9001 Quality Manageme nt System, AS 4801 Occupational Health and Safety and ISO14001 Environmental Management System. Glads comprehensive integrated management system along with the use of Praxeo and Kevah software ensures the staff comply with the current laws, acts, regulations and codes of practice. This has created a safer and more secure work environment, resulting in a progressive reduction in incidents and accidents4.4. Induction and TrainingAll Glad Group employees are selected through an extensive interview process. Applicants must also provide evidence of their eligibility to work in Australia. Further checks such as, criminality record and immigration (DIMA) are then conducted by the Human Resource Department to ensure eligibility. Prior to issuing all cleaners, security guards and maintenance personnel with photo designation cards, the Glad Group provide detailed induction training at Head Office via Glad Compliance Department. This includes a number of training videos incorporating OH&S end orsed procedures and detailed site instructions. All training is evaluated and recorded on an employees electronic training record. Eligible staff is also enrolled in Certificate I, II, III and IV courses in Cleaning and Asset Maintenance. from each one of supervisors has a certificate in Asset Maintenance and extensive site experience for commercial and retail sites. 5. Innovation5.1. G.M.RThe Glad Mobile coverage system is a powerful and flexible software solution used on hand held PDAs. This software has assisted the Glad Group in the management of property services and the assets and life cycles of our clients properties. The benefit it provides to clients is real-time on-site inspection reports such asQuality assurance inspectionsIncident/accident reportingDamage/condition reportingOH & S audits5.2. Glad EasiThe GLAD EASI system is a touch screen software solution designed to provide an audit trail of bouncy information for the Glad Group and its clients. The GLAD EASI syste m captures data such asTime and attendanceEmployees entering and exiting the premises with delivery of information at both entry and egressAuthorised entry for contractors and safety requirements to be met on entry and egressSafety aspects associated with the sitesThe system is also used for ongoing training of site personnel via extensive OH&S video series.5.3. Escalator MachineAn innovative widely used open to move machine to clean hard floor, stairway and escalator is access soon to be used not only for ease of use but to save time as well.