Standard Operating Procedures (SOP) Ensure Consistent Quality Control
Because quality is a number one commitment at LaCosta, we employ
Standard Operating Procedures (SOP) and meticulous quality control programs, designed to ensure the highest level of service to our customers with no forgotten steps.

In fact, LaCosta is known throughout the industry for these exemplary standards, which help us to exceed customer expectations on each and every job. We believe so strongly in SOPs that a proportion of our managers' annual incentives are based on compliance with them.

Following is an overview on our standards and procedures, to help you understand how we work with you.

Standard Operating Procedures (SOP)
LaCosta's standard operating procedures are a set of guidelines that ensure consistent quality on every job...every time. They may be likened to "rules of the road" that every LaCosta staff member must follow, on every project. All of these procedures are grounded in solutions-based management to help deliver the best possible service.

LaCosta's SOPs include:

Customer Service Tools are an important part of our SOPs, since we believe that ongoing communication with you is critical. These tools include customer web portals, communications logs, cleaning notification cards, and more.

Computerized Systems are the backbone of many of our standard operating procedures. We employ a computerized scheduling, time keeping and costing system that monitors all schedules, tasks, personnel allocations, time and materials.

Automated Labor Tracking Systems ensure that personnel are on the job and alerts managers of any absences, so replacements can be assigned.

Quality Assurance Systems include audits, customer surveys, and management reviews which help us measure perceived versus actual results so we can continually improve our performance.

Partnership Meetings bring together customers from similar environments, to share knowledge and ideas on common facility support topics.

Business Reviews are an important aspect of the LaCosta system. In these reviews, LaCosta reports back to you, our customer, on the measures & results set up in our Performance scorecard.

With these standard procedures, we're able to truly act in your best interest on every job. At the same time, our standards help us to continually increase our productivity and pass along the savings to you!

Quality Control
LaCosta knows that you expect only the highest quality, and we deliver it.

We strive at all times to deliver high quality while continuing to measure our effectiveness, improve our services accordingly, and make our customers happy. This is a main ingredient of SOP.

We utilize a variety of quality assurance procedures and programs. All these tools are available in a web based portal set up specifically for each LaCosta Customer.

Depending on the project, procedures and programs include:

• Formal Quality Inspections — including graded periodic audits by our Field Operations Managers and Director of Client Development

• Hot Spot Inspection — daily reviews of critical areas

• Customer/Key Contact Surveys — giving you and your company's employees the opportunity to rate our performance

• "Green/Yellow/Red" Status Reports — real and perceived quality is evaluated in accordance with standard operating and facility-specific procedures, resulting in green/yellow/red status with corresponding action items

• Team Scheduling — a work order system that schedules all contracted non-daily tasks, assures completion and provides documentation

• Standardized Work Area Organization — all equipment is categorized and labeled, and all signage and barricades are properly displayed to promote efficiency and safety in every work area

• The 5S Approach — we reinforce quality assurance by using 5S principles that help us apply standardization and organization tools to minimize risks and maximize efficiency

• Performance scorecares – SLEA

• Business Performance Reviews

We assign a manager to handle each of your projects. This manager assesses your goals, evaluates the services provided, obtains your input, and addresses any concerns you may have.

We also use a self-auditing system to determine your satisfaction level, and a verification system to ensure that all procedures are being followed.

This is all in support of our dedication to quality...assuring your satisfaction every step of the way.