Poor design and use of work allocation system
Minimal supervisory follow up on the team as managers are working technicians
No zero based budgeting
Lack of staff flexibility
High backlogs of jobs - “We often write off chargeable jobs if not meeting Customer Charter”
Grounds Manager does not have sight or knowledge of materials costs or staff budget
Lack of national procurement contracts
No reporting of individual or team performance
We created a Standard Operating Model that could be fine-tuned on a few sites and then rolled out to all sites through an internal team. This included elements such as:
Crewing standards, systems, processes, reporting, KPI’s, review & control performance management process, organisation, spans of control
Created a procedures manual that gave consistency of management across sites to help replicate the customer experience, set and maintain quality & service levels across the country
We then selected a team of respected, functional experts of maintenance, grounds, siting staff pulled from all sites which was seen as a strong development role for them and then:
Developed Standard Operating Model
Defined all tasks and put initial estimates of work times and frequency against these
Created a process to capture all data for sites e.g. layout of grass areas and hedges, measurement of these by google maps and physical measures.
Created all the work allocation and performance measurement processes. Had to make these processes work in a fully manual way (white boards and sheets) as well as fully computer based process to cope with the hardware infrastructure available at different sites.
Having proved the pilot we then helped an internal team roll-out to all sites
Created league tables for all sites performance and to share changes to standards and best practice
Central procurement function developed more procurement contracts and modified some to give greater flexibility on delivery or stock holding
Cost reduction of £550k on a budget of £4m (14% and 2:1 ROI)
More robust and reliable budgeting process
Improved quality of Parks through more focused activities in highly visible areas and also faster response to Owners complaints
Finance Director says …..
“This has given us the systems we need to get a more standardised control across all of our parks"
Implement delivers measurable & sustainable results, remaining true to the clients and not the consultancy's needs and gaining recommendations from our clients and consultants.
Implement is a fast-growing consultancy. We measure our success by how many return engagements are offered by our customers and so far, every client we've worked with has invited us back.