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HomeMy WebLinkAboutCity of Diamond Bar City of Diamond Bar 21810 Copley Drive Diamond Bar, CA 91765 Dear City of Diamond Bar, We are pleased to submit the following proposal for janitorial services at your facility. We believe this proposal offers you a high-quality cost-effective solution to your janitorial program. Merchants Building Maintenance has wide-ranging experience in servicing a broad commercial real estate customer base, and we can be an excellent partner for City of Diamond Bar. Our management and quality control teams do all that they can to exceed your expectations and take pride in the satisfaction of our customers. If there is any additional information we may provide, please do not hesitate to contact us. All of us at Merchants Building Maintenance look forward to the opportunity of working with you. Sincerely, Angel Meza Regional Vice President (213) 494-8805 angel@mbmonline.com Merchants Building Maintenance, LLC 1995 W Holt Ave Pomona, CA 91768 Merchants Building Maintenance is a family owned and operated company with more than 6,000 employees and annual sales of more than 140 million dollars. Merchants is one of the largest janitorial service companies in the west. Our size and scope allow us to be cost effective while our commitment to quality and service make us exceptional. Merchants is headquartered on the West Coast with branch offices in nine western states. Our regional offices enjoy the autonomy that allows them to compete regionally by using applicable pay rates, benefits and standards of their unique geographic area. Regional managers and supervisors are free to determine strategies and actions that reflect the needs of their local clients with the support of the home office. Since our founding we have committed ourselves to providing quality service, as a result we have compiled a portfolio of loyal and distinguished customers who have stayed with us year after year. $ 75,000,000 ANNUAL S ALES COMPANY OVERVIEW Our History • Founded in 1961 • Family owned and operated • 5,000+ employees • $75,000,000 annual sales We would be happy to introduce you to our team and give you a firsthand look at our performance. Customer satisfaction and retention is a true measure of our success. Merchants Building Maintenance Merchants Branch Office Locations Service Capabilities Merchants is unique in our approach to service in the integrated facilities management sector. Rather than just using subcontractors, or “partners” to provide the service, we use our own employees, supervised by our supervisors, managed by our managers, and inspected by our inspectors. This approach allows us to have much more direct control over the entire service delivery process. Additionally, this also provides more income for our employees on the front lines that are providing the service. No other cleaning company self-performs as many sites as we do across California, Nevada, and Arizona. Therefore, no other cleaning company has as many Managers, Supervisors, and Utility Crews in these markets. This depth of management and supervision resources allows us to provide the hands-on, consistent service that our clients expect from us. We are certified Women-Owned Business by the National Women's Business Enterprise National Council. A fully customizable work validation reporting solution MBMWorks is a revolutionary real time enhanced cleaning work validation system that utilizes QR code scanning software to create an enhanced cleaning report card. This report catalogs real time data on when a particular area has been cleaned, what cleaning activities were performed, and any notifications on the status of that particular area. This new technology is provided at no cost to our customers, giving them a much-needed solution to provide real-time data on the cleaning being performed at their locations. As disinfection cleaning becomes more and more critical, placing a QR code in the specific rooms or areas of our clients' facilities not only ensures that disinfection procedures are being done as required, but also provides us and our clients with important reporting information that can be reviewed in our regularly scheduled Business Reviews. Beyond the pandemic, the adoption of QR code technology improves the overall health of facilities by assuring consistent cleaning and disinfecting activities are effectively communicated to the custodial staff to reduce the spread of seasonal viruses. MBMWORKS Real-Time Work Validation System •100% Free •Real-Time Reporting •Customizable Dashboard •Optimizes Time on Site for our Cleaners •Full Set-up and Implementation in under Two Weeks •Custom Portfolio Reporting Capabilities Management reporting and timekeeping solutions in the field We utilize eHub to manage all of our timekeeping, work ticket tracking, and quality assurance reporting both at our branch offices and in the field. Our employees clock in and out using the eHub Timekeeper, which is geo-fenced and updates the system in real time. This means that if we have a no show or there is an issue with a clock-in, one of our dedicated Timekeepers can resolve the issue immediately, 24 hours a day, 7 days a week. If one of our managers receives a request or encounters any issues, they create a work ticket in eHub that updates in our system and alerts our entire line of management. The work ticket stays open in the system until the task is completed and pictures are uploaded so that it can be closed out. Our Quality Assurance Team uses this same software to submit their inspection reports in the field. We create a fully customizable inspection check-off sheet within eHub that our QA Team accesses from their phones and tablets. They complete their inspections and submit them, updating our system in real time. This information can then be used to analyze trends and resolve any deficiencies before they become problems. This reporting is also utilized during our Quarterly Business Reviews and other check-in meetings with our customers to track service delivery and overall client satisfaction. All of these work tickets, reports, and inspection results are made fully available to our customers and can be accessed through the eHub Customer Portal. EHUB MANAGEMENT SYSTEM Work Ticket and Reporting Solutions • Workforce Management • Work Ticket Tracking and Reporting • Geo-fenced Timekeeping • Employee and Customer Self- Service Portals • Quality Assurance reporting OUR CERTIFICATES Merchants Building Maintenance has been awarded both CIMS and CIMS Green Building Certification with Honors. With these certifications, Merchants has established its capability to deliver not only consistent quality service but also to provide green cleaning services and help customers achieve points under the LEED Green Building Rating System. These certifications give us the tools and programs to boost productivity while continuing to provide high quality, sustainable services that protect occupant health and meet customer demands. Our CIMS certifications help us better run our contract cleaning service by positioning our employees as experts in their field. Women Owned Business Certification Merchants Building Maintenance is certified as a Women-Owned Business by the Women’s Business Enterprise National Council. WBENC's world-class certification is accepted by more than 1,000 corporations representing America's most prestigious brands, in addition to many states, cities and other entities. WBENC Certification validates that a business is 51 percent owned, controlled, operated, and managed by a woman or women. To achieve WBENC Certification, women owned businesses complete a formal documentation and site visit process which is administered by one of WBENC's 14 regional partner organizations. CIMS & CIMS Green Building Certification with Honors Our quality control inspectors are independent of line management and supervision. This independence allows them to be as objective as possible in their assessment of the quality of the service. QUALITY CONTROL FORM Quality Control Form is specially created to meet the needs of each customer location. Each of our employees is educated on the quality control procedures to keep the level of service and communication to our standards. We carefully document all processes of the site inspection to ensure the quality of our services. QUALITY CONTROL & PERFORMANCE We Inspect What You Expect In order to deliver a consistently valuable service to our customers, we believe we must “inspect what you expect.” We provide incentives to all levels of our organization to help foster a culture of quality service. We set high standards and continually measure our performance to maintain those standards. We utilize advanced and refined processes to deliver high quality cleaning to each of our clients. In addition to our ongoing management and supervision, Regular Daytime Inspections are conducted by one of our full-time quality control representatives on as frequent of a basis as the client requires, whether that be weekly, monthly or quarterly. The result of these inspections, along with any comments by your personnel or tenants, will be reported immediately to management for our prompt action and follow through. The completed Quality Control Form is submitted to the Branch Manager, Regional Operations Manager and Regional Vice President of Merchants after each visit to your facility. Our management then evaluates the information and takes any corrective actions that may be needed to rectify any areas of concern. Our Quality Control Inspectors communicate directly with your tenants or personnel and make sure that their concerns are addressed before they become a problem. Their requests are noted on the report which can be made available to you so that you are aware of them. All work All work requests clearly define who is responsible for the work and the time that is involved in completion. All requests are time stamped, and automatic escalations are triggered by that time, notifying management. This report provides an itinerary of all the upcoming periodic cleaning tasks for the Project Management Team. It is an invaluable tool for making sure that these scheduled tasks are completed. A copy of this report is kept on-site in the log book with a copy sent to your office and our corporate office. As the requested cleaning tasks are completed and work orders are closed, the reporting system is updated. Supervisory personnel follow up on service issues and requests to ensure all work is completed to our high standards. Any problems that emerge from this follow up are immediately corrected and the communication loop is then closed only when our customers are absolutely satisfied. We enter and track work orders from inception to completion. The status of open requests that are scheduled can be reviewed and updated in real time via smartphone or computer. Work orders are generated and dispatched by our staff via email to be sent to our on-site management and supervision. Once the work order is completed, it can be closed immediately within the field. TRACKING ACCOUNTABILITY PERIODIC SERVICES ITINERARY COMMUNICATION QUALITY CONTROL & PERFORMANCE Work Order Tracking Our in-house Safety Director is a specialist in the field of work place safety and is accessible to the employees and our clients. In addition, he conducts on-site inspections to guarantee that the procedures are being administered properly. All employees receive an employee orientation and training manual with live instruction and demonstrations of the procedures. Driver record checks are performed before any employee begins driving a company vehicle. A valid driver’s license is a mandatory requirement. Each vehicle is numbered and is equipped with a GPS tracker system which is monitored by our Safety Department. Driver record checks are performed before any employee begins driving a company vehicle. A valid driver’s license is a mandatory requirement. Each vehicle is numbered and is equipped with a GPS tracker system which is monitored by our Safety Department. To ensure OSHA requirements are being met, we use and monitor a tracking log at each of our locations. Our staff is trained to be alert and ware of safety needs for themselves and the people around them. MAINTAINING A SAFE AND HEALTHFUL ENVIRONMENT Creating a safe work environment enables us to realize cost savings which we use to fund our Safety Training Program. The fund pays for our Safety and Training Manager, Worker’s Compensation Bonus, and our Safety Lotto. A partner who understands the value that these systems can add to your facility and operations is crucial to the success of the program. SAFETY DEPARTMENT SAFETY TRAINING MONTHLY MEETINGS OSHA SAFETY PROGRAMS Training & Certifications DRIVER SAFETY PROGRAM SAFETY AWARENESS MERCHANTS SAFETY LOTTO A cornerstone of our safety awards program is our Safety Lotto. Every month we distribute Safety Lotto cards that have a safety message on top of the card. Our employees sign and return the bottom of the cards and return that portion to their supervisor or manager. The cards are placed in a raffle and the winning cards for the $50, $100, $250, $500 and $1,000 prizes are awarded. Every year Merchants Building Maintenance raffles off a new car as well as lots of new computers and cash to our employees. To be eligible to win, an employee simply needs to have had no injuries in the prior year. This program has been hugely successful at increasing our employee’s awareness of safety on the job. No other cleaning company has a safety awards program that even comes close. SAFETY PROGRAMS Safety Awards Program The employees are eligible for larger prizes if the members of their team or branch have not had an injury in the prior month. This creates an environment where employees want to work safely and they also make sure that the other members of their team work safely. Each of our managers is trained within the Merchants Building Maintenance business guidelines. Participation in management techniques, employee relations and hands on field training are all part of the management program. Our management group is a knowledgeable team with many decades of experience dedicated to providing efficient, quality performance and maintenance of our contract obligations. Our management works closely with all levels of our supervision and your representative to ensure customer satisfaction. Our supervisor training program is comprehensive. Cleaners in supervisory positions participate in ongoing training with our supply vendors and then bring their knowledge back to the site and train the individual janitors. We encourage promotion from within and allow opportunity for our cleaners to advance to supervisory positions once evaluated for ability and desire to do so. Training Topics covered for Managers, Supervisors and Cleaners, include: ▪Explain Each Step - Visual aids as well as live instruction are given on how to prepare and be safe for the task about to be completed ▪Show Each Step - Employees watch a live demonstration from the trainer on how to properly clean the specific area ▪Do Each Step - Employees get to do the work themselves with hands on training ▪Review Each Step - The work is reviewed and any additional professional tips are given Merchants believes team work is essential to achieving superior cleaning practices. As a result, we pair new employees with experienced cleaners for more hands-on training at the actual job site. BENEFITS Higher Level of Cleaning Lower Costs Safer Work Environments Reduced Turnover Professional Interactions Our specialty cleaners receive separate training on items such as floor care, carpet and fabric care, wood, stone and metal restoration. Merchants’ uses only state of the art equipment for our specialty care division. Our advanced training classes ensure proper application of the skills at the job site. Our qualified specialty care workers receive formal certification recognizing them as experts in their field. Training Topics for Managers, Supervisors, and Cleaners include: •Customer Service •Product Safety Handling •Tools, Equipment, and Supply Management •Problem Resolution •Employee Relations •Management Skills Management Training Supervisor Training Janitor Training Merchants uses an easy to follow format to train employees on cleaning effectively and safely. Our Trainer’s guide includes the following steps: Specialty Care / Utility Training PERSONNEL PRACTICES Management Training •Customer Service •Product safety handling •Tools, equipment and supplies management •Problem Resolution •Employee Relations •Management Skills •Each member of our Area Managers receives a monthly bonus as recognition of a job well done, which is based on the level of client satisfaction and safe working practices at each location. Prizes are awarded at regular meetings that are held with our Area Managers to update them on new cleaning standards and practices. Foreman/Site Supervisor •Directly responsible for the performance of the daily routine •Fully instructed on our cleaning responsibilities, procedures, and periodic cleaning schedules •On-the-job at all times and able to inspect the work and maintain quality standards every day •Charged with the primary responsibility of maintaining your facilities to your complete satisfaction Regular training meetings are conducted to update our Site Supervisors on the latest.. •Cleaning techniques and products •Modifications at your facilities •Changes made to provide consistent maintenance service • Service Satisfaction Incentive ▪The Foreman/Site Supervisor receives a quarterly bonus based on client satisfaction to make sure all the corners are clean ▪Attends a monthly training meeting to stay up to date with the latest cleaning practices and safety Procedures Area Managers Service Satisfaction Incentive PERSONNEL PRACTICES Our Team in the Field Our Area Managers are full-time professionals in the field. They conduct the regular night-time inspections of your facilities. Our supervisors are constantly in your building checking the work and training of our employees. They can be radio-dispatched from our Corporate Office at any hour to follow up on all service requests, periodic tasks, or emergencies. It is our goal to deliver you a seamless transition plan when changing your janitorial service contractor. We strive to make this an enjoyable experience for both you and your tenants. Following is our standard Service Start – Up Plan and corresponding PERT Chart is our standard Service Start– Up Plan. It consists of a 4 week timeline of activities to complete before we start the cleaning. You will be informed along the way as to when each step will take place. Merchants’ start-up team will meet with you prior to setting-up the Service Start-Up Plan to discuss your requirements so that we can customize a plan to fit your needs. You will have the opportunity to interview the Site Supervisor to ensure that he/she will be well-matched with your on-site management. 1. The appropriate number of training materials, equipment and supplies are collected. Inventories are expanded in anticipation of uniform and equipment requirements. 2. Regional management oversees all operations and interacts with key client facility personnel during the pre-start process. 3. Transition teams are gathered, which incorporates employees from a variety of positions within Merchants, and planning and scheduling is designed. 4. Full implementation begins on the first day of service. 5. Our goal is to provide a seamless transition when changing your janitorial services contractor. We strive to make this an enjoyable experience for you and your tenants. in your desk. SAFETY PROGRAMS Safety Awards Programs Base Bid Schedule Safety Awards Programs Item Description Item Image Item Description Item Image Item Description Item Image #74 Brand Scrubbing Sponge Metal Clip Wood Dust Mop Handle Rubbermaid 32 Gal. Round Brute® Trash Container without Lid Plastic Porter Broom Latex Disp Glove Powder Free Rubbermaid Wringers Yellow Waxie Plastic Lobby Dust Pan Dustcare Cleaning Dusting Cloths YellowTreated Rubbermaid® Brute® Round Twist On/Off Dolly, Black Spring Grip Mop Handle GLANCE NA - Glass & Multi-Surface Cleaner Non- Ammoniated Unisan Exendable Lambswool Duster Round Bowl Brush Crew, Na Sc Non-Acid Bowl And Bathroom Disinfectant Cleaner Rubbermaid Floor Sign "Caution, Wet Floor" 24 oz Plastic Bottles Stride Citrus HC 3, Smart Dose/TRU, Neutral Floor Cleaner Proteam Provac Fs Backpac Vac Trigger Sprayers Virex, Tb Disinfectant Cleaner CS 12/Ct Rubbermaid Blue Blend Cut End Mops Dust Mop Flame Rubbermaid Brute® Caddy Bag, Yellow Site Safety Sign With Closed For Clean ELE Sanitaire SC679J 12- IN Upwright Vacuum Plastic Porter Broom Waxie Solsta Nexgen Dispenser Mega Brute Mobile Waste Collector Rear Fixed Wheel Cart Microfiber Towels Item Description Item Image Item Description Item Image NSS 20in Charger 1500 Burnisher Aluminum Extention Handle W Round Duster Head Advance PBU Series 21 Propane Powered Burnisher Stainless Steel Window Squeegee Advance Portable Extractor With Deep Heated Cleaning Performance Combo Squeegee/Washer NSS Colt Cord-Electrc Wet/Dry Vacuum Extension Pole - 3 Section Waxie Problitz 3-Speed Airmover Cleaning Clamp Waxie Super Gloss Floor Finish Sieve For Super Bucket Waxie Rug-Brite Rug & Upholstery Shampoos Aluminum Step Ladder Bravo 1500 Plus Uhs Floor Stripper Bib Orange Standard Extension Cord Hot Recycled Water Pressure Washer Brute Bucket Rubbermaid Blue Blend Cut End Mops