cleaning maintenance property services

Corporate profile

AS/NZS 14001:2004Environmentally Certified Company

AS/NZS ISO9001:2008Quality Certified Company

AS/NZS 4801:2001OH&S Certified Company

Contents

About CMC 2

Our services 2

Procurement services 3

Capacity and coverage 3

Our team/organisational chart 4-5

Management systems 6-7

Our point of difference 8-9

Innovation 10-11

Maintenance services 12

1

About CMCEstablished in 1994, CMC Property Services is a national commercial cleaning and property maintenance company. We are specialists in the cleaning and maintenance, management and reporting of offices, retail outlets, commercial buildings, multi-sites and educational facilities.

Through our commitment to excellence and drive to be better, we have earned a prominent reputation and enjoyed significant growth in the commercial cleaning industry. We are a provider of integrated property maintenance services offering; contract cleaning, maintenance services, carpet steam cleaning, professional window cleaning, graffiti removal and emergency property related services.

Our customers span across the commercial,government, educational and corporate sectors. We have grown to be one of the leading national cleaning and property maintenance companies in Australia and New Zealand with a national footprint expanding not only in metropolitan but remote regional areas.

Our extensive experience in cleaning, complete facility services and reporting provides us with a clear insight into our customers needs, and enables us to continuously deliver a service that is thorough and meets specifications.

We aim to enter into a mutually successful business partnership with our customers and understand that each customer is unique.

We believe that our services, open communication, flexibility to adapt to changing needs, our transparent management and reporting, coupled with our industry knowledge, results in total satisfaction for our customers.

Our continuous focus is on our core values and objectives. The basis of these values are to:

• Treat our customers and employees fairly.

• Partner with our customers to deliver a service that meets and exceeds their needs using the best solutions for their requirements.

• Provide the highest level of communication throughout the term of our contracts.

• Strive to improve on how we do business.

• Be responsible corporate and community citizens.

• Ensure flexibility.

Our ServicesOur reputation has been built over many years of successfully delivering a wide range of services under one umbrella. Customer satisfaction, quality service and value for money are our key focus.

Whether our customers require a daily, weekly, monthly or simply a one-time-only service, we can deliver.

We provide a cleaning service tailored to the needs of our customers, within budget, on time, and with a dedication to getting it right every time.

Our services include:

• Commercial cleaning

• Window cleaning

• Carpet steam cleaning

• Strip and reseal of hard floors

• Mechanical scrubbing

• Emergency response work (flood damage)

• Soft furnishings and upholstery cleaning

• Pressure washing

• Waste management and recycling

• Hygiene services

• Washroom consumables

• Pest control

• Graffiti removal

• Grounds maintenance

• Procurement services (related to cleaning)

• General maintenance

• Labour hire

• Flood damage

• Water extraction

• Removal of furniture

• Removal of carpets

• Plumbing

• Electrical services

• Painting

• Window and glass

• repairs

• Waste removal

• General maintenance

• Labour hire

Emergency Response ServicesWe can provide 24 hour/7 day emergency response services.

Our Emergency Response Units are available to ensure our customers’ property is made-safe and restoration works begin in an efficient and timely manner. Our services include:

We work in partnership with Master Builders, Structural Engineers and IT technicians who are approved specialists in their fields.

Procurement Services

We are experts in procurement services relating to waste management, hygiene and consumables.

By testing the national market, savings of up to 60% for hygiene services and 15% for waste management and consumables have been passed on to our customers.

We can also secure savings for a fixed period with a fixed contract option. We believe that the core principle underpinning procurement is value for money which requires a comparative analysis of all relevant costs and benefits.

We have developed strong relationships with national suppliers in waste, hygiene and washroom consumable supply services.

Our national buying power has enabled us to secure competitive prices, thus delivering a whole service to our customers and managing the supply and delivery of all products and services on one itemised invoice.

Capacity and Coverage

We have both the financial and personnel resources to carry out contracts ranging from small suburban offices to multi-million dollar national contracts.

We offer our customers the expertise, resources and capacity to:

• Deliver a quality service on time, every time.• Understand our customers requirements.• Reduce environmental impacts in service delivery.• Provide an excellent communication process through our

National Customer Service Centre and our Electronic Customer Relationship Management System (ECRM).

• Provide a high level of automated real-time reporting on all aspects of the contract.

• Strong site management and procedures.• Seamless transition into our customers’ business.• Peace of mind that all our management systems are

third-party certified and audited regularly.

We have extensive National coverage throughout Australia and New Zealand.

Coverage in Australia and New Zealand

32

Paul McCann Chief Executive OfficerBachelor of Town Planning (Victoria University)BSCAA Board MemberFMA Member

Paul has experience within all aspects of property services. Paul founded CMC Property Services in 1994 and as such has built the company from its basic beginnings to where it is today. CMC has become one of the leading property services companies servicing customers nationally and in New Zealand.

Paul has served on the BSCAA executive for more than 9 years and has been involved in the recent award modernisation process. He is also a member of Facilities Management Australia.

Elly Krommidas Managing Director Bachelor of Arts and Social Science (Latrobe University)Graduate Certificate in Business Management(Australian Institute of Management)

Elly joined CMC in 2004, bringing a wealth of industry knowledge in the delivery of customer service and brand experience. She is responsible for; the development of CMC’s National Customer Service Centre, retention and renewal of existing customers, recruitment, establishing and monitoring trends and business improvement.

Her knowledge has been the key in developing and gaining accreditation for CMC’s OH&S, Quality and Environmental Management Systems.

Elly has been instrumental in establishing sustainable and strategic procurement services in direct and indirect services for CMC’s customers.

An affiliate member of the Chartered Institute of Purchasing and Supply, her skills in vendor negotiation and contractual management provide an end-to-end project cycle to CMC’s customers.

Max Newman National Operations ManagerDiploma in Business Management and Operations (University of Western Sydney)Certificate III Asset Maintenance

Max has had a vast and accomplished ten year career in the cleaning industry specialising in multi-site contracts. With both management and frontline cleaning experience he is able to implement and manage contracts from the ground up.

Max oversees the service delivery of all contract transitions in Australia and New Zealand.

His other qualifications include; OH&S Consultation, OH&S Risk Management, OH&S Construction Card, Chemical Application License, Senior First Aid Certificate.

Our Team

Hans NathanielszBusiness Development ManagerBachelor of Applied Science (Monash University)

Hans has been working in the cleaning industry for over 10 years in both operational and business development roles and has experience in understanding the needs of customers. Hans’ role is to provide each customer with a tailored cleaning solution, which allows for a cost-effective labour model all the while ensuring high standards of cleaning are achieved.

Hans also has a strong understanding in business improvement, service delivery methods and efficiencies as well as working at implementing innovation within the company.

Stuart BennettMaintenance Project LeaderAdvanced Certificate in Process Control Instrumentation Advanced Diploma in Electronics (RMIT University)

Stuart’s role is to manage the day-to-day facility contracts on a National basis for CMC Maintenance Serivices. Stuart is also responsible for the scheduling of programmed maintenance works and the timely execution of reactive/adhoc work. Stuart has over 25 years of industry experience and some of his other qualifications include; Working at Heights Accreditation, Confined Space Entry, Working Safely in Construction (Red Card) and License to Perform High Risk Work.

Cassandra Donovan National Customer Service ManagerBachelor of Arts Media and Communication (Latrobe University)

Cassandra’s employment history spans over seven years within the call centre and service industries.

With her wealth of experience she brings innovations and suggestions for efficiencies in contract management and reporting.

Her background in the ever-changing call centre industry as well as formal qualifications in media and communicationshas allowed her to work with a diverse range of people, cultures and attitudes. This experience has equipped her with strong customer service skills. She is solution-driven and delivers in an efficient and timely manner.

Cassandra manages and monitors all work orders and requests sent to CMC ensuring that they are completed within the predetermined time-frames.

54

Chief Executive Officer

Finance Manager Business Development Manager

Finance Department Marketing Department

Managing Director

Human Resources Manager

Senior Account Manager (Education)

Human Resources Department Account Managers

National Customer Service Manager

National Operations Manager

National Customer Service Centre

Environmental Health and Safety

Compliance Manager

Maintenance Project Leader

VIC/TAS Account

Managers

NSW/ACT Account

Managers

WA Account Manager

QLD Account Manager

SA/NT Account

Managers

NZ Account Manager

Organisational Chart

Compliance Auditor Maintenance Department

Management SystemsOur Management systems address service implementation and continuity, risk management, environmental management and customer relationship management.

We are committed to delivering a quality property management and cleaning service to our customers. We aim to be the most pro-active company to offer an uncompromising standard of cleaning and associated property services to our customers.

Our management systems have received these certifications:

• Quality Management System AS/NZS ISO 9001:2008

• OH&S Management System AS/NZS 4801:2001

• Environmental Management System AS/NZS ISO 14001:2004

Through the use of our three management systems, we give our customers three key benefits:

• Improved customer service

• Improved business process

• Improved service delivery

This means that we are able to provide:

• Dedicated management

• Detailed work schedules

• Quality assurance

• Flexibility

• Detailed auditing and reporting

•Trend analysis on our services

Our management systems are what we use to ensure we follow best practise in our day-to-day operations and planning.From auditing the quality of our work to communicating with our customers, ensuring we take care of the environment and keeping our staff safe, our management systems keep us working harder and better so we best serve our customers.

Quality Management SystemOur quality processes system is a disciplined system of planning, budgeting, reviewing, testing, inspecting, auditing and reporting on the quality of the contracts we undertake. The program reinforces our commitment to excellence.

Performance management and auditingOur performance measuring system has the capacity, not only to measure our performance from the internal customer perspective, but also to monitor and report any non-conformances that may arise.

Our Quality Inspection Reports accurately measure the standard of service being provided and evaluate our customers’ response to the service. These reports and ratings will act as a tracking mechanism of work and of our operatives.

Our Quality Inspection Reports are automated and uploaded, in real-time, to our ECRM system for instant access.

Executive periodical reportsWe produce executive periodical reports of all areas under CMC management. The frequency of these reports are scheduled in partnership with our customers and generally consist of:

Part 1 - Executive Summary

Part 2 - Quality Assurance

Part 3 - Occupational Health and Safety and Environmental Systems

Part 4 - Analysis Report-innovation

CMC’s site operations manualWe compile a site operations manual for each contract site. The manuals are placed in the cleaners’ room and consist of:

• Communications books

• Site specifications

• Periodical schedules

• MSDS sheets

• Sign on-sign off books

• Injuries registration booklets

• Quality Management systems and procedures

• Policies and procedures

OH&S Management SystemWe ensure that all necessary OH&S systems are established and implemented for each contract. We perform the following for each contract to ensure the safety of our customers, their staff and patrons and our employees.

• Assess for risks, through a risk analysis process (JSAs).• Prepare a risk management report for all areas of work.• Carefully plan to reduce, eliminate or mitigate impacts

of the risks identified in the risk analysis.• Induct all staff on to the customer’s facilities.• Provide adequate training to all employees.• Provide and maintain all necessary safety equipment. • Provide and maintain machines and equipment in safe

working condition. • Provide Safe Work Methods for all tasks to be undertaken.• Instruct and train employees in safe working practices. • Provide proper first aid services as required.• Keep proper control of noise, any chemicals, fumes and

harmful materials. • Investigate and report any accident. • Comply with all relevant Australian Standards. • Monitor to ensure compliance of approved procedure.

Environmental Management SystemWe strive, within our technical and financial capabilities, to protect the environment during the planning and conduct of our business operations.

We define green cleaning as cleaning effectively to create healthy buildings while at the same time reducing our environmental impacts.

New technologies and processes make it possible to clean effectively and efficiently with less impact on health and the environment.

Green cleaning is not just about using environmentally friendly products, it is comprehensive and includes assessing the unique needs of each facility and its occupants, as well as the cleaning chemicals, equipment, paper products, procedures and training.

CMC’s green cleaning principles include:

• Green cleaning specific to the facility – we look at the facility holistically.

• Reduce pollutants – these can be pests, chemicals, dirt or dust. Pollutants need to be captured, not just moved around.

• Promoting safety – use environmentally friendly chemicals and ensure proper use and storage of chemicals and equipment.Use colour coded equipment to reduce cross-contamination.

• Minimise waste – use only what we need. This applies to chemicals, water and energy. Introduce recycling programs into the facility.

• Educate and communicate – inform employees and stakeholders of CMC’s goals and let them know how they can contribute to a cleaner and safer facility.

Environmental solutionsWe believe that strong environmental management plays an important role in the delivery of a quality service.

Our focus will be to work with our customers to provide solutions in the areas of energy and water conservation, chemical and equipment procurement and waste management.

Our operational activities provide a sound platform for furthering environmental objectives and outcomes in a positive and practical manner. Initiatives to be undertaken to minimise environmental harm include:

• The review and amendment of procedures to identify relevant environmental issues;

• Development of an Environmental Management Plan for contracts;

• Development of procedural checklists; and

• Development/undertaking of a training program for new procedures as they arise.

AS/NZS 14001:2004Environmentally Certified Company

AS/NZS ISO9001:2008Quality Certified Company

AS/NZS 4801:2001OH&S Certified Company

76

Our ECRMOur ECRM is a tailor-made system developed to deliver a higher level of service to our customers and to streamline internal processes, making them more efficient.

ECRM is a web-based system that allows customers to access our services, instantly. They are able to log into the system using a specified password and log any cleaning and maintenance requests they may have.

Customers have the choice of logging requests directly into ECRM or calling and/or emailing our National Customer Service Centre. Once a request is logged, it is given a time frame for action and sent directly to our account managers, supervisors and cleaners.

ECRM has been a successful tool in cutting customer request wait times dramatically. From requesting the clean-up of a spill, a quote for carpet steam cleaning or to a request for more tissues for their office, the system caters for all.

Customers can also view the live status of their request at any time through ECRM. This means, they know when and who the request has been allocated to, and view any comments made.

Our National Customer Service Centre will monitor the progress of each request to ensure it is performed and signed off within the given time frame.

Any request that is not actioned on-time is escalated to Customer Service/Operations Management.

Regardless of how a customer wishes to contact CMC, whether it is direct via ECRM, phone, fax or through email, ECRM will record, monitor and report on requests giving our customers open and transparent communication.

ECRM analysis and reporting Through the use of ECRM, we record information on the progress of our cleaning service and report back to customers through Executive Periodical Reports and formal meetings. All information recorded provides a fair and transparent snapshot of the activity that has taken place in relation to cleaning and maintenance.

Interfacing of systemsECRM can link into and become compatible with most information systems. It can be formatted to automatically read customer emails or work orders and process them into work requests.

Our ECRM can interface with your internal systems to provide an integrated management system hence automatic work orders are communicated.

Customer Service SurveysWe conduct customer satisfaction surveys periodically to gain a true indication of the delivery of the service. The results are tabulated and recommendations made to different departments within CMC as to how we can improve our service delivery.

In 2011 we entered the Australian Achiever Awards for Victoria’s Cleaning and Maintenance Services and Supplies category and scored a highly recommended 89.51%.

Customer TestimonialsWe take pride in and work tirelessly with our customers to build partnerships.

Our point of differenceWe are leaders in customer service in the property maintenance industry. Our innovative National Customer Service Centre is a value-added function that supports the needs of our diverse customers. It is available 24 hours a day, 7 days a week and provides a direct line of communication between customers and CMC. Our customers can discuss, resolve or dispute any issues they have relating to the services provided.

Through our National Customer Service Centre, we have developed a response process for determining customer satisfaction with product and service delivery times.

Quality Management SystemOur National Customer Service Centre plays an integral role within CMC as it tracks, monitors and reports on customer contact. We also have Operational staff who act as a secondary support to on site staff to facilitate a resolution to any site emergency or general request.

We have developed an Electronic Customer Relationship Management System (ECRM) that manages and monitors our valued customer relationships. It currently processes over 1,000 requests and work orders per week and has the capacity to take on more.

Quality Management System

TransitionWorking collaboratively with a customer in the lead up to handover is the best way to ensure a seamless and hassle free transition from a previous service provider to CMC.

During the transition phase, communication between CMC and the customer is essential so that the needs and expectations of both parties are understood, eliminating any areas of concern well before we take over cleaning on site.

A detailed transition schedule will be prepared by CMC and presented to the customer at the first transition meeting. All items on the schedule will be given a time frame for action and our customer will be presented with updates to the schedule at subsequent meetings. By the time that the handover occurs, all items listed on the schedule will be complete and we will be ready to begin servicing the site.

TrainingWe believe that training of staff is an integral part of our service delivery. Training programs for staff should be continuous, active and realistic. They should consist of thorough induction training, followed by day-to-day training, instruction, correction and advice during the performance of duty and supported by formal training courses.

Our approach in developing our cleaning staff involves seven distinct steps:

• Induction Training• Chemical Handling and Storage • National Competency Based Training • In –house training provided by CMC• Site Specific Training • Tool – Box Training• OH&S and Environmental Training

Continuous improvementThrough the use of quality inspection reporting and monitoring of customer requests in ECRM, we can analyse any information reported by staff and the customer on the state of the contract. This information is analysed to highlight any issues and areas of improvement in the cleaning, maintenance and management of the contract by CMC staff.

From the General Manager through to the cleaner on site, information is communicated at all levels through so that any issues highlighted are rectified and that the level of service desired by the customer is not only met but maintained.

We are committed to continuous improvement of our contracts and ensuring we deliver a high standard of customer service at all times. We use a variety of methods to gain end-user feedback that will enable us to implement strategies that will enhance and add value to the contract.

The methods employed are:

• Quality inspections and audit reports. • ECRM Reports – types of requests, nature of complaints etc.• Feedback obtained at Executive Meetings from the customer.• Customer surveys.

Informed and satisfied customer

CMC’s Customer Service Department recieves a

request and allocates it via sms or email to CMC

operations team for action

Customer views request and/or feedback given to customer within time-frame

CMC’s Operations Team attends to request and logs off request

in ECRM with the agreed time-frame

Customer logs request into ECRM or contacts CMC’s

Customer Service Department

Our Customer Request Flow Chart

“CMC are a progressive and innovative company. They work with us to provide cost effective solutions to our organisation and ensure a high standard of service is always maintained. I recommend CMC Property Services to any company, especially multi-site organisations such as ours.”

Steve Godwin, Manager Facilities, Philip Morris Limited

“CMC service multiple sites for our organisation. Their service and ECRM system in particular, allow us to always know how our properties are being presented.”

Jonathon McCormack, Gross Waddell

“CMC Property Services have provided an exceptional and professional service to our multi-sites around Australia. They are an innovative, flexible and a customer orientated service provider. They work in partnership with us to ensure our sites are maintained to a high standard.”

Rob Myers, National Operations Manager GE Capital FM

98

Innovation

Our web-based ECRM system is designed to assist our partnership with our customers so that we can manage all levels of cleaning and property services.

ECRM supports our customers who submit requests, our National Customer Service Centre who record and manage requests and our operational staff who carry out the requests.

By balancing request priorities amongst the three user groups, ECRM ensures that requests are completed on time, efficiently and effectively.

In summary, ECRM creates a user-friendly solution by combining management, communication and reporting.

Operational staff receive real-time communication from ECRM with instructions on request information. ECRM’s email and sms support allow our National Customer Service Centre to send information.

Operational staff can receive request information on their mobile phone, tablet or laptop from any location. Using their mobile phone, tablet or laptop, operations staff can also add progress notes and close requests.

This information is instantly reflected in the request making it visible to our customer portal and our National Customer Service staff. This two-way communication between our National Customer Service Centre and our operational staff enhances real-time operations.

ECRM also has the capacity to record photographs and documents from clients or operational staff. For instance, we can record photographic evidence of a work site or request showing before and after shots of a clean. Operational Staff

Whether it be recording incoming requests or sending detailed instructions to operational staff, our National Customer Service Centre is supported by ECRM.

ECRM’s refined user interface ensures that recording incoming requests or retrieving open request information is a simple as a few clicks of the mouse.

Sending real-time requests, messages or instructions to staff in remote areas is simple, easy and effective.

Monitoring these requests is also just as easy. ECRM allows our National Customer Service Centre to monitor all open requests 24/7, automatically sending escalation notifications to management if time frames are not met.

When it comes to reporting, ECRM has extensive scheduled and on-demand reporting facilities.

National Customer Service Centre

ECRM supports customers both directly and indirectly. Whether a customer logs into ECRM to submit a request, or contacts our National Customer Service Centre which in-turn records their request, all interaction is recorded, monitored and ready for reporting.

ECRM can automatically notify customers of request completion, or for a more detailed summary, can periodically compile and email complete PDF reports to customers.

This gives customers 24/7 access to work order information, they are kept informed and have visual reassurance that their requests are being processed effectively and efficiently.

Customers

1110

cleaning maintenance property services

CMC Maintenance ServicesMaintenance services at your fingertips

12

CMC Maintenance Services offers a large range of maintenance services to government, educational, commercial and industrial facilities. We offer cost effective, preventative and reactive maintenance solutions to our customers throughout Australia and New Zealand. These services can be delivered as an integrated package or individually.

We believe that by offering our customers holistic property - related services, we can achieve a better, more efficient partnership. CMC Maintenance Services has developed a network of contractors nationally to help facilitate the delivery of resources and services.

Our tradespeople are suitably qualified and experienced contractors with appropriate licenses and registrations to ensure compliance and workmanship standards. We will certify that work is complete and complies with all relevant industry regulations and standards. Our tradespeople are linked to contract specific service level agreements. These service level agreements are instrumental in maintaining high standards of service and compliance.

• 24/7 Emergency Response Services

• Carpentry

• Carpet/Tile Repairs and Replacement

• Electrical Work

• Plumbing Work

• Floor Maintenance

• Glass Replacement/Repairs

• Graffiti Management

• Lock and Door Repairs

• Painting

• Sign Repairs

• Test and tagging

• Grounds and Garden Maintenance

• Security

• Fire Systems

• HVAC

• Lift Maintenance

Additional services we can provide:

• Cleaning

• Washroom Hygiene

• Pest Control

• Waste Management

Benefits of using CMC Maintenance Services include:

• One centralised source of contact for all your maintenance, repairs and emergency works.

• We provide a responsive and timely service.

• We keep our scheduled dates and times for service.

• National Customer Service Centre - available 24/7 and centralizing delivery of a wide range of maintenance services.

• Quality Assurance and Compliance.

Electronic Customer Relationship Management System (ECRM). Our ECRM system provides:

• Central scheduling of all work orders

• Work order tracking

• Repair history for all locations

• Scheduling of preventative maintenance works

• Job and invoice tracking

• Inspection of works

• Reporting and management of works.

CMC Maintenance Our Services Service Benefits

Contact us

MelbourneHead office 442-450 Auburn RoadHawthorn VIC 3122(entrance located on Woodburn Road) Sydney office Office 2, Suite 20129-31 Solent Circuit Baulkham Hills NSW 2153

Contact our National Customer Service Centre on

1300 889 210

Facsimile 03 9819 5050 Website www.cmcservices.com.au