Quality Assurance

With our Continuous Quality Improvement process, we constantly renew our commitment to excellence. We accomplish this through a five-tier Total Quality Management Program.

The tiers of this program include Leadership, in which senior management monitors progress at each level of service; Training, a commitment to up-to-date training at all levels of management; Supervision, a process of oversight and review that runs from the security guard at his post to upper management; Inspection, which includes on-site inspections and regular audits of all branch operations; and Customer Satisfaction, a monthly check with clients that enhances communication and provides timely responses to clients’ needs.            

Our centralized system establishes the most rigorous performance standards known in the security industry, monitoring and reinforcing our service quality continuously.

We also ensure that each office adheres to all client requirements and company regulations through our:

Comprehensive Documentation

Security officers and supervisors must keep detailed activity records and submit daily reports, all tailored to the requirements of each client site. Additionally, Murray Guard’s managers provide clients with records of all learning and development efforts, as well as management activity.

Proactive Management Oversight

Multiple tiers of managers supervise each site—at no additional cost to the client. We also provide client representatives with numerous opportunities to access our management.

Unannounced Inspections

In addition to the regular supervision inspections of each shift, our Inspection, Regulatory, and Compliance (IRC) Team makes frequent, unannounced inspections of office operations—at all hours—and provides the General Manager with an independent evaluation.

Annual Management Meeting

During these two-day meetings, general managers review and evaluate all client operations, learning and development efforts and management functions, ensuring consistency in our standards. Through these meetings, we continually strengthen and revitalize our approach.

Centralized Compliance Officers

Specialists in Risk Management, Learning and Development, Selection Analysis, and Human Resources evaluate and respond to operations and performance at each client site.