CASE STUDY

SCOTMID - INTEGRATED FM SERVICE

CBES Ltd provides an integrated Facilities Management

Client: service to Scotmid. The service contract delivers mainte-
Scotmid nance to approximately 285 retail outlets covering Scotland
and Northern Ireland. This ongoing service contract has
Project Duration: grown since its inception in August 2007.
On-going
The partnership between CBES and Scotmid has led to strong strategic
developments:

Centralised Client Support Desk

A centralised solution was developed to manage
incoming reactive maintenance fault calls from retail
outlets. This resulted in a consistent and effective
method of managing and planning work. Service
levels have increased dramatically and costs have
reduced by 8%.

Performance Measurement of the Supply Chain

CBES carried out an operational risk analysis with Scotmid. Service levels and KPIs
were negotiated with the existing contractor base.

These formed the basis for a Contractor Performance Measurement System

accessible via the internet.

Communications Strategy
With the introduction of a web based system that reports the ‘real time’ status of
calls, Retail Managers can see at a glance what jobs are not complete and why.

CBES divisions involved in this project:

• Centralised Client Support Desk

• Mechanical & Electrical and Shop Fabric Maintenance
• Subcontractor Prequalification Process
• Strategic Review of Major Contractors to Scotmid
• Contractor Performance Measurement
• PPM Benchmarking
• Validation of Contractors Costs

Client Benefits:

• Impartial Management of Subcontractors

• Client Support Desk manned by experienced fault handling operators
• Consistent approach to fault call resolution resulting in ‘retail customer delight’
• Reduction in cost of 12% in real terms
• Overall Process Improved and endorsed by Client Internal Audit
• Head office budget holders can accurately report budget variances
• Increase service delivery levels in terms of responsiveness and quality.

CBES Ltd., Caledonia House, Lawmoor Street, Glasgow, G5 0US, Tel: 0845 674 0017, Fax: 0845 674 0027, cbes.info@city-holdings.co.uk, www.cbes.co.uk, Part of City Refrigeration Holdings (UK) Ltd.