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- ; _';TRgN51TION CHARTwd�r?tsy' Y Regional We Presiden, Project manager, opera them manager as well Y Project Manager begins inspections, receives feedback Y A pedonAance reylaw meeting to ?Ap¢rformance revlewslleedng is >Aperfdrmance real ow meeting le as night area supervisor arrive at the on service scheduled with Contract Administrator and Clty of Santa Ana staff to fal lowUp acheduled vA th Contract Administrator to school with Contract AdmlTlstritor Project address and review all+aryloa Issues to dlscuss opmating procedures as wall -any send- Issues that might raqulra and procedures as to determine the pregmes on our analog Pmlodla tasks Y Employees are graupad and dlmcted to their Y Project Manager meets with ecruact Y Pmlect Manager Informs Contract >W(mklrmedbyl rs, YWeeklylnspactlaro are scheduled workstations Adrnistrator to review any Adminlstratur on progress aP periodic and manager, requests/calls, which might have taken t+skcamplolion plaoe In the moming - rcs"pem/exacutivesaM any deslgneted pmperty managaAr" "off Y Reglosvl Vice Presidenq grenah YAservice meetng l%scheduled to Manager, and Project manager eases, the effectiveness of the >Cngoingownthly meadngs a he constantly review and Inspect ell wad transition plan end mry corrarthi era +cheduledromalnteln open lines of being performed, submitting the Nightly dlscm and and Implemented commenicadon cicaine Report for each property for Contract Administrator to review Y Protect Manager visits the buildings on a daily basis to monitor progress Step 6) Verity - Quality Control & Assurance Allied Universal provides an industry -leading quality assurance program. It begins with a well - trained, stable and reliable work force. This allows for consistent job performance and a low turnover rate. Allied Universal's Quality Assurance plan was written to ensure cleaning professionals are not only meeting, but exceeding service expectations. It also allows our managers to identify and address any service areas that need improvement before they become service issues". We will initiate a proactive quality control plan with on -site visits from our management team. Supervision is a key element to an effective quality assurance program. Inspection visits will be announced as well as unannounced (where permitted). The City's dedicated Project Manager and the night area manager will initiate weekly inspections during the transition phase to ensure that the team has a "baseline" of established cleaning levels. Once commencement of the contract, Inspections will be performed at a minimum of once per week; however, the frequency of the visits may increase if necessary to ensure service delivery. Atthe beginning of each month, our managers will conduct monthly meetings with the night crews. These meetings will be led by Allied Universal management and will consist of a recap of the previous month's performance. We will highlight the crew's successes as well as address any areas that need improvement. We will periodically bring in dinner for larger crews and hand out awards for good performance (see Employee Recognition section). Allied Universal will schedule QBRs (Quarterly Business Review) with the City's Facilities team, along with any additional contract stakeholders, and the Allied Universal Executive Team. In these meetings, we will review the following in detail; what has transpired in the quarter, what issues we had, how we addressed those issues, who on the team received awards during the quarter, what steps have been taken to further train and develop the crew, and set goals for the upcoming quarter. Allied Universal's quality inspection team will utilize CleanTelligent, a cloud -based inspection program that enables us to conduct inspections and provide accurate and precise data based on ALLIED UNIVERSAL JANITORIAL SERVICES Page 23