Casual dining restaurants have created mini food factories around the globe where consistency, quality, speed and value are key. Downtime costs each restaurant hundreds if not thousands of pounds per minute in lost sales and spoiled product.
So, when a restaurant chain approached us to help reduce their maintenance cost, reducing risk as well as cost was at the forefront of our minds.
In fact, they'd had a facilities management contract in place for several years and were happy with the service. They simply wanted us to re-negotiate the contract to reduce costs whilst their own procurement team maintained a strong relationship with the maintenance contractor.
We looked at what the contractor was being asked to do, how they did it and the associated communication process.
We set ourselves two challenges:
We could, of course, have done only what was asked of us and simply renegotiated the contract, but we felt we could significantly improve enterprise value by looking at the problem from this entirely different angle.
Our solution:
Their original process allowed any member of staff to call the contractor and request an engineer.
As with most trades there was a call out fee, a rate per hour for their work and a time delay in getting to the cause of the problem.
Based on our experience, we set up a triage system manned by a third party to log calls and attempt to deal with the issue before calling on an engineer. We put a measurement system in place to ensure that each element of the process was monitored.
For every ticket raised the service desk asked the user three simple questions:
The results
Added to that, we turned what was a variable cost into a fixed cost - improving predictability, reducing risk and cost, increasing business value.
This is just one example of our work, to see more, click below to download our eBook.
"5 ways to increase Enterprise Value".