Operations Management

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1. History
Since starting out in 1989, the Glad Group has grown to become one of Australia's leading property service providers. Initially established as Glad Cleaning Services, the company provided cleaning solutions for shopping centres and businesses. In November 2006 Glad Cleaning Services re-branded itself to the Glad Group, now offering integrated property solutions. With a strong focus on customer service and great value pricing, the Glad Group has continued to develop and maintain long-term relationships with its clients over the years. Company founders Nick and Lucy Iloski recognised there was a need to offer an integrated service that specialised in flexible solutions for the retail and commercial markets. Their customer focused approach was welcomed in the market and the company grew rapidly. Today, the Glad Group excels in five key property services: Retail Cleaning, Commercial Cleaning, Security, Maintenance, and Waste Management & Environmental Solutions. Glad offers these services individually, or as an integrated property solution. 2. Introduction

2.1. Customer Service
The Glad Group is based on a culture of integrity and dedication. 'Commitment without compromise' underpins every operation Glad undertakes. Glad Group takes customer service seriously and aims to deliver enduring value through innovative, customer focused property solutions that provide a safe, clean and friendly environment for clients, their customers and the community. High standards of customer service are obtained through employee training, compliance, and industry innovation and embracing technology. Individuals are empowered through an environment of support and encouragement, making service and solutions quicker and easier for clients. The Glad Group believes trust, integrity, and dependability is essential in every working relationship and always treats clients, employees, contractors and community ethically and with respect. 2.2. Quality Control

The Glad Group is accredited to ISO 9001 Quality Management System, AS 4801 Occupational Health and Safety and ISO14001 Environmental Management System. Glad’s comprehensive integrated management system along with the use of Praxeo and Kevah software ensures the staff comply with the current laws, acts, regulations and codes of practice. This has created a safer and more secure work environment, resulting in a progressive reduction in incidents and accidents. 3. Location

The Glad Group has been providing property services to the Australian market since 1989. Today the Glad Group is proud to provide services nationally to a range of market sectors including major, regional and neighbourhood shopping centres, commercial buildings, schools and universities, federal, state and local government offices and financial institutions. Glad Commercial Cleaning has several work locations. Investa Property Group, which is one of the clients of Glad Group, owns the office building at Deutsche Bank Place, 126 Phillip Street, Sydney. Located on the prime eastern edge of the CBD, Deutsche Bank Place has commanding and unrestricted views of Sydney Harbour and the Botanical Gardens and it is very convenient for employees to travel to and from. Deutsche Bank Place is a 240 m skyscraper in Sydney, New South Wales, Australia. It is located at 126 Phillip Street in the north-eastern end of the central business district, across the road from Chifley Tower. Construction began in 2002 and was completed in 2005. The building's architect is Norman Foster of Foster and Partners. Deutsche Bank is the primary tenant, occupying 9 floors and owning the naming rights. It is owned and managed by Investa Property Group. Other major tenants are Allens Arthur, Bain & Company and Seven Wentworth. The 42,256m² of total net lettable area boasts a NABERS Energy rating of 4.5 stars and a spectacular entry plaza. The building also offers cafés, a brassiere, tenant showers, lockers and bike racks, a child care centre and outdoor...
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