Establishing the Requirement:

From the first meeting Eagle Gold will assess and understand the specific security requirements.  In close consultation with you we will provide a pre-contract plan which clearly and concisely outlines the threats and the measures that we will implement in order to protect your premises and employees.

 Fulfilling the Requirements:

From the launch of the contract Eagle Gold will undertake to fulfill its obligations to you.  The quality of service that we provide has established our market reputation and we value this reputation.  Our commitment to Total Quality Management in all areas of our organisation demonstrates our determination to work with you as a valued business Partner.

 At all times, our Security Officers, Supervisors, Control Room personnel and Management Support Teams are on hand to respond quickly and positively to any queries which you, the Customer, may have.

Maintaining and Improving the Service:

Our on-going assessment programme involves the supervision and management of the personnel on site.  We continually assess the performance of individuals and maintain regular contact with you to ensure continued high standards of service.  Supervisors and Managers visit our security staff on a regular basis.  We assess and test the competence and knowledge of our Security Officers and if any areas of required improvement are identified a structured training programme is introduced, monitored and the areas of improvement are tested against stringent criteria.

We are very conscious that career advancement plays a major role in motivation and we are always looking to promote our people from within.

Measurement of Quality:

We measure the quality of our service by maintaining close management links at all levels with our Customers.

We abide by set procedures and the ISO 9001:2000 quality frame-works.

The ultimate measure of our service rests with your feed-back and our excellent client retention experience.

Service Inspections on Sites

Monthly Review Meetings will ensure that all ideas for improving our Service are raised in an open forum, discussed and implemented.We have a comprehensive audit procedure which covers every aspect on each Assignment. Measuring performance against our internal standard is critical, and is undertaken on a regular basis. We are proud of our performance standard and believe this underpins our excellent customer relationships.   

Our Management Team will visit the Assignments at regular intervals and complete a service audit on each visit in line with our Quality Management programme.

The Service Audit consists of:

Officers	Assignment Procedures	Customer/Employee Care	Officer Improvements	Appearance
Lodge/Gatehouse/Reception	Telephone Manner	Procedures-Visitors	Procedures-Contractors	Access Control
Patrol Routes	Area management	Frequency	Vehicle Search	Reporting procedures
Emergency procedures	Bomb/Fire Procedures	Alarm Procedures	Hazardous Area	Evacuation Procedures
Recruitment (BS7858)  and communication	English speaking	Literate	Empathy	Excellent communicationskills

Objective

Officers fully understand and implement all procedures agreed within an Assignment and operate SMART principles (Specific, Measured, Achieved, Regular and Timely)

Screening of all personnel is carried out in accordance with BS 7499 Part 1 and BS 7858 and all employees undergo a Police and Criminal Record check via the CRB.

Angela Whitehouse is passionate regarding her responsibility for the monitoring and compliance procedures which ensure we deliver excellent service to our Customers