PBM 5-Point Approach

PBM Pledge

PBM understands that being exceptional at the beginning of a contract is not the end, it’s just a great start. With our commitment for innovative solutions and continuous improvement, we pledge to provide exceptional service and value every single day we work together.

As a privately-held company, we have one commitment: To provide the best customer service–always!

Based on years of experience, we created our 5-Point Approach to deliver unequalled building management and janitorial programs targeting your specific needs: Management Commitment; Service Delivery System; Quality Service Plan: Health, Safety and Environmental (HSE) Stewardship; and Human Resources.

Management Commitment

A comprehensive mission, vision and set of values
A strategic business continuity plan
A very responsive organizational structure
Detailed job descriptions throughout the organization
Risk management plan and compliance

Service Delivery System

Work-loading technology to accurately bid and estimate services
Transparent cost controls and budgeting
Reporting and work order-management processes
Building specific assignments and routines at individual levels
Detailed process for special requests
Detailed emergency and disaster response plan

Quality Service Plan

Site and project-specific performance requirements
Service quality metrics and key performance indicators
Operations inspections
Periodic and on-demand reporting
Customer satisfaction surveys
Independent project auditors reporting to the CEO
Feedback and continuous improvement plan

Health, Safety and Environmental (HSE) Stewardship

Regulatory compliance plan for all appropriate agencies including EPA and OSHA
Companywide LEED-compliant “GREEN CLEANING” chemical, equipment and protocol for all worksites
Janitorial supply room and equipment maintenance and service plan
Personnel protective equipment provisions and plan
Green commitment at the PBM corporate level including paperless work orders, invoicing and hybrid vehicles