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Quality Management
Committed to achieving the highest standards of environmental and sustainability performance
NBC Environment recognises its corporate responsibility to the environment. We acknowledge that our operations can have a direct and indirect environmental impact and as illustrated above, we aim to minimise that impact and operate in an environmentally responsible manner.
Although the standards established by national legislation will apply as a minimum, we will always strive to achieve best practice. NBC so far as is reasonably practicable do:
- Ensure environmental risks are properly identified, prioritised, and managed in an appropriate and timely way.
- Manage operations in ways that are environmentally sustainable and economically feasible, by making efficient and environmentally responsible use of energy and water and exploiting opportunities to maximise efficiency.
- Minimise environmental impact and reduce or, where practicable, prevent pollution.
- Minimise waste production by reduced consumption and develop effective waste management and recycling procedures.
- Collaborate with key suppliers to promote environmentally responsible procurement of goods and services.
- Monitor actively results and audit policies and practices to ensure NBC meets its policy goals.
- Adopt an HR policy to raise and maintain awareness amongst staff and promote individual good practice and encourage team participation.
- Recognise the legitimate interest that all its stakeholders, including customers, shareholders and employees have in its environmental performance and communicate openly within NBC and to the outside community.
NBC’s Environmental Management System is assessed and approved to the ISO 14001 standard.
We support the Campaign for Responsible Rodenticide Use (CRRU) which aims to protect wildlife while promoting and providing effective rodent control through the responsible use of rodenticides.
Our commitment to minimising complaints
We use a specific 3-step approach is used for Quality Management utilising our paperless technician’s app.
1. Opportunities for Improvement (feedback by technician after client signature on job)
All clients have the opportunity to rate the service at point of visit end when signing the “job sheet”. Results are fed into our CRM live and any below set benchmark are flagged for attention by the service desk to follow up.
2. Staff Quality Audit (spot checks)
Offers a quick audit (spot check) on all technicians by team leaders but could be carried out by any line manager. Report emailed to service desk, technician, and team leader. Technician can therefore act upon recommendations instantly.
3. Client satisfaction Questionnaire
Client feedback programmes are used for all key accounts and the results of these surveys are formally logged, presented to the client at service reviews and any areas of improvement are managed through by the Account Manager.
A rolling program of site Quality Audits is operated by NBC operations managers to key account client sites to compliment the above.