QUALITY CONTROL

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QUALITY MANAGEMENT

EXPRESS SECURITY LIMITED’s senior management are experienced practitioners.  We adopt the management model of sizeable corporations and the Hong Kong Government. We also establish appropriate company policies and standard operation procedures for all aspects of operation.

 

For internal management, we apply the 5S management model with a filing system.

 

We tailor-made security solutions for our clients, to ensure that service delivery is effectively executed and monitored and that KPIs are attained.

 

 

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Support

Central Control Centre

EXPRESS SECURITY has a 24/7 control centre manned by experienced controllers. The control centre is ready for operational support, emergency response, and relief deployment. The control centre conducts hourly check for all posts.

 

Special Task Force

The Special Task Force is staffed by experienced supervisory officers  who formerly served in the Police Force, the Fire Services Department  and other disciplined services.  They are well-trained to tackle emergency cases, such as fire, theft, gas leakage, flooding, and crowd management.  Equipped with patrol cars carrying emergency gear, there are at least three staff members on the  duty team. There are day/night patrol shifts for crime prevention and emergency response for all sites.  The control centre could deploy the special task force who would arrive at  the scene in case of emergency or when immediate support is required.

 

Emergency Response Committee

In case of disasters, epidemics, terrorism and other serious incidents, the head office would call an emergency response committee to centralize command for all sites.  All committee members and supervisors are selected for their solid practical experience.

本頁圖片/檔案 - 1ISO 9001:2015 - Quality Management System

Express Security Limited devotes to establish, implement, maintain and continually improve the quality management system and have raised our service level to international standards. This demonstrates that our capability to provide good quality security guarding service to various types of buildings is recognized internationally. We commit to keep improving quality to provide products and services that consistently meet the requirements and expectations of customers, to comply with relevant statutory and regulatory requirement and continually improve the effectiveness and maintain integrity of the quality management system.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

本頁圖片/檔案 - 2ISO 10002:2018 - Customer Satisfaction Management System

Express Security Limited successfully achieved ISO 10002:2004 certification and implement the international standard for complaints handling in organizations. We focus on the process of complaints handling related to products and services within an organization, including planning, design, operation, maintenance and improvement. The complaints handling process is suitable for use as one of the processes of an overall quality management system.   

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

本頁圖片/檔案 - 3ISO 45001:2018 - Occupational Health and Safety Management System

Express Security Limited’s safety management system and Occupational Health and Safety Policy are to be in conformity with the ISO 45001:2018 requirements. We believe that the wellbeing and safety of our employees and customers as a prime concern. We would fully comply with the statutory safety requirements and recognized safety practices. All employees are required to understand, implement and maintain the policy and furnish support with the site management on implementation of the policy.  The top management would initiate and be responsible for monitoring and reviewing the health and safety performance for the frontline staff.

 

Express Security Limited will implement fully comply with Occupational Safety and Health Ordinance and requirement from the tender. 

  • All safety and security requirements notified to it by the Agent or by any Relevant Authority for the site.

All relevant Laws and the requirements of all Relevant Authorities in relation to occupational health and safety.

 

 

 

 

 

 

 

 

 

本頁圖片/檔案 - 4ISO 14001:2015 - Environmental Management System

Express Security Limited is committed to comply with environmental legislation to prevent pollution and make the best use of resources to minimize the generation of waste in our operations. We would achieve environmental standards by complying with applicable legal requirement and implement our environmental policies, operational procedures and management plans to all staff, subcontractors and suppliers.

  • Prevent pollution, reduce waste and minimize the consumption of resources
  • Educate, train and motivate employees to carry out job tasks in an environmentally responsible manner
  • Encourage environmental protection among suppliers and subcontractors

 

 

 

 

 

 

 

 

SERVICE PLEDGE

 

Emergency Handling

In case of emergency, our special task force or patrol officers would arrive at the scene  within 30 minutes.

Shift Briefing

Shift briefing would be conducted prior to every shift to help ensure the discipline of team members, and to promulgate any pertinent information.

Customer Feedback and Complaint Handling

All customers feedback & complaint handling will be investigated and followed up by disciplined committee.

Verbal reply: within 2 hours

Written reply: 2 working days.

Replacement of Security Staff

Misconduct or underperformed staff, we will replace within 24 hours.

Quality Enhancement

On job training will be conducted in accordance with planned schedule, and report will be submitted for client for record.

Routine Inspection

According to company guideline, head office will send patrol officer/ area manager/ operation manager to conduct routine inspection, report will be submitted to head office and management office for record.

Special service audit

Head office will conduct plain cloths surprise check 3 times a week to ensure all posts are alert and ready to emergency response.  Operation Manager will conduct site inspection at least once a month, to check the actual site operation situation, staff performance and staff needs.  To analyze the information, it is used for follow up and further improvement.

Operation Meeting

Meeting with client, at least once a month, to review performance.

Satisfaction Survey

We conduct customer satisfaction survey once a year.

 

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Monitoring Service Quality
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Patrol routes are determined by the Site In-Charge and the Operation Manager.

Weekly inspection of sites is conducted by the Operation Manager.

The training department conducts regular on-site training

The Special Task Force provides site support according to head office instructions.

Patrol reports / incident reports are submitted to the head office and respective clients.