Improving service through a collaborative supplier management strategy
Lift asset availability is critical for this high-profile department store and they were reporting that the contracted suppler was meeting their KPIs for attendance and first fix, but the perception in stores was that lift asset availability could be improved. Stores were reporting that an engineer was being sent to meet the attendance SLA, but would pause the job due to lack of parts/skillset and they would rather wait a little longer for an attendance if first fix could be achieved.
Solution
MML, the supplier and the customer collaboratively reviewed the KPIs and MML proposed that the attendance SLA was reduced – and the first fix SLA increased – to ensure the right engineer was sent rather than the first available. The skillsets of engineers and van stock were reviewed to ensure that the attendance KPI wasn’t unduly affected.
Key Achievements
- Increased asset availability
- Reduction in return visits
- Positive store feedback
Testimonial
“The availability of these critical assets has improved, without having to change supplier; this means the knowledge of the estate and its assets has been retained as well as reducing the number of lift related escalations.” Technical Operations Manager
Mobilisation of a new contract
This customer from within the hospitality sector had previously outsourced their FM provision to another provider, who used their own internal CAFM system. The drivers for change were to improve service, visibility of spend and supplier performance. After a short engagement period, the contract was awarded to MML and a new CAFM was purchased by the customer.
Solution
MML issued a robust mobilisation plan which was agreed by all customer stakeholders and included defined roles and responsibilities, milestones and key deliverables. The focus of the plan was on data loading, training, stakeholder engagement and the commencement of the Supplier Relationship Management strategy. Regular update meetings and calls were held, and communications to end users were written collaboratively, to ensure all stakeholders were updated and engaged.
Key Achievements
- Strong positive feedback from customer
- Smooth transition to new service
- Little operational impact during transition
- Contract mobilised on time
- Reporting suite delivered ready for go live
- Customer’s supply chain fully engaged
Testimonial
“Our Ops teams are never shy in offering ‘constructive’ criticism. However, after the first three months of being live there has been minimal noise ... this would not have been possible without the help and support of the MML team, it has certainly made our lives a lot easier than it could have been.” Head of Maintenance
Implementation of a flexible supply chain solution
A new customer of MML’s wanted to retain some of their critical suppliers but wanted to change suppliers for a number of categories. It was important to the customer for all suppliers to be SSIP (Safety Schemes in Procurement) accredited and to follow the same health and safety processes.
Solution
MML worked with the customer to fully understand their requirements and to identify the critical suppliers and the drivers for change for the ‘tail’ of the supply chain. A category plan was drafted, detailing the contract owner and agreed next steps; i.e. retain/migrate to MML’s supply chain/re-procure.
Once the plan had been agreed, it was implemented by MML’s Procurement and Supplier Management functions. This involved an element of procurement activity to agree contracts, followed by supplier mobilisation (for all tiers of supplier) to ensure that all contractual, operational and administrative processes were communicated and understood. Some of the retained suppliers were offered support to enable them to achieve SSIP accreditation; it is a prerequisite for MML’s suppliers to be accredited.
After go live, MML commenced the agreed Supplier Relationship Management strategy for the ongoing relationship and performance management of the contracts.
Key Achievements
- Customer was able to maintain relationships with their key suppliers
- Consolidation of the ‘tail’ and use of MML’s supply chain helped achieve cost savings
- All suppliers achieve SSIP scheme accreditation
Testimonial
“MML designed a supply chain solution which enabled us to reap the benefits of the ‘best of both worlds’. This satisfied our engineering teams as they were able to continue the relationships with their critical suppliers, but we were also able to achieve savings and efficiencies from the consolidation of the tail of the supply chain.” Property and Operations Manager