Driving Quality, Safety and Sustainability with Integrated Management System

Driving Quality, Safety and Sustainability with Integrated Management System

Maclean has adopted ISO 9001:2015 Quality Management System since 2009. In the previous two articles, we’ve talked about ISO 45001:2018 Occupational Health and Safety Management System and ISO 14001:2015 Environmental Management System, which we adopted in 2024. These three systems make up Maclean’s Integrated Management System (IMS), and they were audited by Intertek, a leading Total Quality Assurance provider to industries worldwide.1

What is an Integrated Management System?

IMS refers to a comprehensive framework that combines three management systems within an organisation to create a unified approach in governance, risk management, and compliance. This allows organisations such as Maclean to work as a singular unit towards the same goals, increasing efficiency and productivity within different teams.

The backbone of Maclean’s IMS lies in the ISO Annex SL structure, a format utilised in many industry management systems standards to effectively track, improve, and expand processes and standards portfolio. The structure makes it easier for us to align our processes, ensuring a consistent and effective approach.

Why Integrated Management System Matters?

Implementing an IMS has been an important step for Maclean, not just for our operations but also in how we serve our clients. Here’s how our IMS enhances our service delivery.

1.   Enhanced performance through streamlined processes: By integrating our management systems, we’ve eliminated redundant processes and administrative burdens. There’s also less disruption to our operations when audits are performed, and it has enabled better decision-making and resource allocation, and aided in delivering consistent and efficient cleaning services for our clients.  

2.   Better communications and collaborations:
IMS encourages a culture of collaboration and improves communication within Maclean. Today, we foster a shared understanding of business objectives and utilise a unified approach to problem-solving. Our employees become more engaged in operational processes, thus increasing productivity and job satisfaction.

3.   Enhanced compliance: Our IMS ensures that we meet all regulatory and statutory requirements across quality, environmental, and safety standards. It also results in smoother and coordinated internal audits, reduces the risk of non-compliance and penalties, and gives our clients confidence that our operations are in line with best-practice industry standards.

4.   Commitment to exemplary quality: Maclean has quality control measures to instil consistent improvements and ensure better customer satisfaction. Our customers’ trust is a precious asset to us, and we don’t mess about with that!

5.   Cost efficiency:
An IMS has also allowed Maclean to lower operational costs, as we consolidate audits, training, and document management. It has also reduced duplication of effort, minimised errors and unnecessary rework, leading to more savings, which are then channelled into improving our services for our clients.  

6.   Culture of improvement towards better outcomes:
By regularly monitoring and analysing our processes, we’re able to identify areas for performance improvements and identify new ways to serve our clients better.

7.   Sustainability and innovation:
We have integrated environmental and safety standards to support sustainable practices in our operations. This benefits the environment and also ensures that our growth isn’t at the expense of our employees’ or clients’ well-being.

Maclean’s Journey Towards Integrating Three Management Systems

Our path to establishing an IMS has been a journey of growth and learning, which was spearheaded by our dynamic leadership team. Here are our key milestones and accomplishments.

1.   Strategic planning and assessment: We began by embarking on a comprehensive assessment of existing processes and identifying opportunities for integration. A strategic planning phase was initiated, and it was crucial in identifying key areas for our IMS, allowing us to plan strategically and set clear goals for the future.

2.   Formation of IMS team:
Implementing the IMS was a team effort. Maclean formed a dedicated IMS team to engage with employees, clients, and suppliers throughout the process. We also held regular training programmes to build awareness and competence among employees.  

3.   System integration and implementation: We then moved on to integrating the ISO 9001, ISO 14001, and ISO 45001 standards into a unified framework. This involved aligning our documentation, processes, and policies to create a cohesive system that enhances efficiencies and ensures compliance with relevant regulations.

4.   Implementation and proactive actions: We don’t stop at implementation. We continue to monitor and refine our IMS to this day, to ensure that our IMS is continuously effective, adaptive to changing needs of our clients and the cleaning industry, and that we’re able to respond in a timely manner.

5.   Certification and recognition:
We achieved certification for our IMS upon clearing Stage One and Stage Two of external audits. It marked a significant milestone for Maclean as it’s a testament to our commitment to quality, occupational health and safety, and environmental stewardship.

Our IMS journey doesn’t end with certification. We continue to review, refine, and innovate to continually improve IMS to remain effective, efficient and stay true to our triple bottom line goals - profit, people and planet.

We’ve placed great emphasis on IMS because our clients entrust us with the cleanliness and hygiene of their space. And that’s all the reason we need to ensure that we deliver high standards of service in a sustainable and safe manner. We are honoured to share our accomplishments with you and we look forward to providing you with exceptional cleaning services, while remaining at the forefront of the industry.

References:

1. Intertek Group PLC. Integrated Management Systems.

Beyond Cost Effective Solutions

“Thank you, Maclean team, for the good support and on time completion of the cleaning activities as required at the Phase 2 cafeteria and Phase 2 new wing office floor without any delays which met client satisfaction.”

Manufacturing

“The final cleaning has come to an end today. We appreciate your team's full commitment and cooperation in ensuring the successful completion of the cleaning work at Plot H. Your site person in charge and his team has performed well throughout the cleaning period. Their prompt response and action as well as their workmanship on the end-product satisfied us.”

Construction

“I would like to take this opportunity to first, thank you for the 9 years of services to the hospital. Maclean has offered a top-level cleaning service with the magnificent team of client service right down to the cleaner.

I am particularly writing to appreciate the cleaner, namely BAL BAHADUR, M. SUMON and MASLINDAH for their professionalism and exceptional work ethic. They are punctual, dependable and presented with more than what has been asked of them.”

Hospital

“We are writing to express my sincere appreciation for the exceptional work of the cleaning crew who was responsible for maintaining the cleanliness of our office premises. Over the past few weeks, we have observed the excellent work that Nur Alom has been doing, and we must say that his dedication and professionalism are truly commendable.

I have personally witnessed Nur Alom going the extra miles to ensure that the office is clean and hygienic especially during these challenging times post pandemic. His commitment to maintaining a clean and safe environment has been exceptional, and he has made a significant contribution to keep our workplace safe and healthy for all employees. “

Office

“We would like to express our thanks towards janitor Suriakala for excellent cleaning services rendered during Deep Cleaning activities on 14th and 28th January 2023. As well, we find her job deliverance is excellent and committed on daily routine tasks.

Hereby, we extend our thanks to Bobby, Fahmi for their prompt response of any inquiries and replacement planning during janitor's absence. We are also thankful to be supported by the Maclean team for

  • deep cleaning upholstery office chairs, sofa
  • fabric wall meeting rooms
  • fabric cubicle – employee workstation areas
  • lobby reception, breakout area, workstation area
  • floor scrubbing at carpeted area total approximately 3,617sqft
  • floor scrubbing at pantry vinyl floor area"
Office

“Excellent cleaning services. Prompt response of any inquiries and fast planning during your janitor on leave”

Hypermarket

“Excellent service during the summer break for the school opening preparations - efficient, gracious customer service, the level of detail and accountability you have demonstrated on the housekeeping service.”

Education

Our Supervisors and Crew Are Well Trained

“I received a verbal compliment from client on Crew’s performance & improvement after we had engagement meeting. Well done and keep up the good work!”

Office

“Services provided by the crew on site was good and amazing, especially the head of the crew obviously showing his excellent performance on managing his team that provided high quality cleanliness service throughout the year. They have shown a great team spirit and hope this can continue and maintained in future. I would also take this opportunity to congratulate Miss Nadia who trained such a good team and of course your good services to our company as well.”

Retail

“Thank you very much for the team you lead! Professional and high efficiency!”

Education

“Convey our outmost appreciations for the excellent service provided to our team in Bayan Lepas. Your team, which is Samy and his supportive team, have been doing great jobs & supported us. Samy has been committed to all the tasks given with fast response from him & the teams.”

Manufacturing

“Formally and sincerely express our gratitude for the amazing honesty your team shown during recently lost and found case. Nurhayati Binti Abdullah had shown exceptional discipline and dedication to her daily work. Her actions directly impacted our image and Maclean directly benefited the team and company on a greater level. Once again, thank you for the leadership shown by Maclean’s management team – Kak Mis on the diligence and integrity adopted for all the team on the site.”

Office

“Layanan yang sangat baik, berdisiplin, komited, sabar, berbudi bahasa dan sentiasa positif.”

3S Centre

“Thank You for the Good Service. I would like to express my deep appreciation for the women who are doing the cleaning at our premise. I am very satisfied with their work! I would like to thank Diana (supervisor) and Sajib who always monitor and ensure someone to cover when the cleaners go on leave. Good teamwork and dependable.”

Education

We Are Well Versed with Various Industry Compliancy Requirements

“Congratulations “Maclean Team” as all cleaners have successfully passed the EHS training that was conducted on site.

We are satisfied with their service”

Manufacturing

“Thanks for your team’s kind support to maintain the cleanliness of our LMM plant during our two important events:

(1) EHS Corporate Audit

(2) EHS Plan Forum Recognition”

Manufacturing

“Thank you very much for giving 100% support and for ensuring we followed and maintained proper social distancing amid the events.”

Manufacturing

“Gratitude for Maclean’s performance and support during our compliance audit held last October. Maclean’s team has made so much effort in order to keep our business running with full compliance. It's a good image that we comply to every legal requirement that was relevant with Maclean’s help. Maimunah has been key player into this Audit weeks.”

Office

“Many thanks to Zura for the last compliance audit which covered compliance in pharmaceuticals.”

Office

“Our management would like to take the opportunity to sincerely thank you for the excellent service provided to our facility especially for the fresh goods department, for maintaining cleanliness as per our standard.”

Hypermarket

“Able to answer questions from Auditor during ISO Audit.”

Office

Understanding Urgency and Providing Personalised Attention

“We would like to extend our greatest appreciation to you and your team for all the hard work going the extra mile ensuring everything is ready for the event. We know there were a quite a bit of last-minute requests, but you guys managed to extend your excellent service and that made a difference definitely. We appreciate your contribution and management also relay their appreciation and gratitude to all the Janitor team. Thank you so much for being good support for this event and hope this good performance can be maintained.”

Manufacturing

“Hope you are doing great. For the past few months Samy Rau has been supervising our Penang location. We are very grateful that he has been showing his interest and helping me to solve a lot of problems. His presence here during the site visit has made us able to voice up regarding most issues directly. Most pending issues have been resolved. We hope that we will make a better team in future.”

Manufacturing

“I would like to take this opportunity to thank Samy and the team, especially Ali Raihan, Sajib Sikdar and all Maclean team members for helping our team on the water leaking issue that happened. Their fast respond to our call during midnight and coming to help us to handle the situation. Keep it up and continue to work together and support our Facilities team.”

Manufacturing

“They are remarkable with their attitudes. The way they go above and beyond to ensure that all our events are presented well, their sense of collaboration and attention to detail is greatly valued.”

Education

“I would like to extend our appreciation for the amazing work done by your team on site especially team leader, Maimunah in supporting several occasions of main event. They have been supportive in terms of logistic, pre-event preparation and on top of that making the event running smoothly.

Please pass my appreciation to Maimunah, Sulaiman, Susilawati and Haipah for their support.”

Office

In addition to the above, we are proud and grateful to receive 2 awards from CBRE:

  • Exceptional Service Award 2022 
  • Best Safety and Covid Response Award 2022

So, try us out and experience the Maclean service first-hand. 

To find out more on how we give you the best value for your budget without compromising your health or safety, please connect with us at 03-7773 0300 or enquire@maclean.com.my.

August 2024
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