Soft services Management

1. Soft services Management Working In Partnership With “You” The “Client”

2. Introduction Soft Services Management was formed to bridge the gap between the Client and the Contractor. Most organizations have their own Purchasing or Facilities Team. We are not there to replace them, but to enhance what they do in Soft Services with our dedicated experience. We as an organization have well over 50 years collective experience in the Soft Services Market place. We also have individuals onboard who are specialized in all the elements of Soft Services. We have many and varied Clients ranging from Nuclear Power Stations, 5 Star Luxury Hotels, Sports & Leisure Centre’s, Financial Institutions, Children’s Nurseries and many more. You will notice that we operate 2 Business Models, but this does not restrict us from looking at other parts of the business and treating them as single entities, which we have done on behalf of many Clients. The majority of our existing clients were extremely skeptical with regards to using our services as they believed they could handle their Soft Services internally. But our initial meeting which is cost free proved otherwise. We fully recognize, particularly in this day and age, that you have to be cost effective. We are extremely cost effective in everything that we do, and with many of our Clients we have made significant cost savings, not only in Year 1, but consistently throughout the Contractual Period. Soft Services Management

3. Business Model (1) • Soft Services Management would carry out an audit of your current service levels and costs prior to advising on the best way forward. • Draw up a specification that would meet your requirements and budgetary needs and agree it with you. • Agree the timescales for the tendering process and commencement date of any new contract. • Advise on the contractors to be invited to tender although you as the client have the final decision. • Prepare all tender documents and send them to the prospective contractors. We would deal with contractors who invariably contact you asking for appointments or opportunities to tender. • Manage the site survey with the contractors and deal with queries from contractors. • Carry out all tender evaluations and make the recommendation on award of contract. Again you have the final decision. • Arrange presentation meeting with proposed supplier. • Agree the contract implementation plan. • Ensure the hand-over is smooth and complete. • Set up helpdesk and reporting procedures. • Quality control procedures put in place with client and contractors. • Invoicing agreed with client either single site invoicing or consolidated. • Manage with Client throughout contract term. Soft Services Management

4. Business Model (2) • Soft Services Management would carry out an audit of your current service levels and costs prior to advising on the best way forward. • Draw up a specification that would meet your requirements and budgetary needs and agree it with you. • Agree the timescales for the tendering process and commencement date of any new contract. • Advise on the contractors to be invited to tender although you as the client have the final decision. • Prepare all tender documents and send them to the prospective contractors. We would deal with contractors who invariably contact you asking for appointments or opportunities to tender. • Manage the site survey with the contractors and deal with queries from contractors. • Carry out all tender evaluations and make the recommendation on award of contract. Again you have the final decision. • Arrange presentation meeting with proposed supplier. • Agree the contract implementation plan. • Ensure the hand-over is smooth and complete. • Set up helpdesk and reporting procedures. • Quality control procedures put in place with client and contractors. • Invoicing agreed with client either single site invoicing or consolidated. • Hand Back To Client After 3 Months. Soft Services Management

5. Our Definition Of Soft Services Management S o f t S e r v i c e s

6. Soft Services • General Cleaning- Day cleaning, Night cleaning, Janitor service. • Deep Cleaning - Carpets, Hard Floor sealing, High level. • Window Cleaning - Low rise, Multi Storey, Cradle, Abseiling. • Kitchen Cleaning - Walls, Floors, Equipment, Ductwork, Canopies. • Washroom Services - Air fresheners, Water Sanitising.. • Consumables- Toilet Tissue, Paper Towels, Soap, Waste sacks. • Cleaning Materials - Chemicals, Mops, Buckets, Cloths, Equipment. • Pest Control - Planned or Ad-hoc Maintenance. • Grounds Maintenance - Lawns, Edges, Paths, Beds, Roads. • Feminine Hygiene - Sanitary Towel Bins, Dispensing Machines.. • Painting and Decorating - Internal and External. Soft Services Management

7. Clients Benefits • An experienced industry arm working along-side you. • Improved quality. • Management time released to concentrate on core business. • You have Total control. • Tailor made management information. • Potential direct cost savings • Potential indirect cost savings. • One single contact point. Soft Services Management

8. Soft Services Management Just a couple of brief Case Studies to read…

9. The Grove Hotel Case Study Golf & Luxury Spa London’s Country Estate • We started at the Grove by analysing their current costs and cleaning standards. We found that the costs were very high and the standards in some areas below the expectation of a 5 star hotel. With these findings the Grove then decided to appoint our company to drive the re-tendering process. • There were no clear specifications or quality audit procedures; we therefore wrote an in-depth cleaning specification for all areas including day time kitchen porters and the specification could also act as a quality audit system. • We pre-qualified 12 potential contractors of which 8 met the pre-qualifying criteria that we had laid down; this was on financial stability, management and experience within the industry. • The potential contractors were then supplied with a copy of the tender document on disc prior to the site surveys being carried out; we in SSP fielded any questions relating to the tender document. • The potential contractors were split into two groups and we conducted the site surveys over a 2 night period starting at 11.00 pm and working through the night to avoid inconvenience to any guests. The potential suppliers were shown all areas that were included in the tender document so that they could familiarise themselves with the expectations of the hotel. • We organised second visits for those contractors who felt they needed to revisit some of the areas and become more familiar with them; again this was conducted over night through to the early hours of the morning. • The potential contractors were then given four weeks in which to return the completed tender documents. We in SSP handled all of the questions from the contractors within that period. • A day and time was specified for the tender return they were all opened at the same time by the Grove management and SSP. SSP then took the discs away and then analysed and prepared spreadsheets on each of the potential contractors. • Having analysed the tender returns the Grove management and SSP then eliminated four of the potential contractors leaving four contractors on the short list. • Each of the short listed contractors was then invited to a question and answer session based on their tender return and also their ability to manage such a prestigious contract. • After the short list interviews we then selected the successful contractor who had given us more cleaning hours and supervision along with full time site management and delivered in substantial cost savings. • The successful contractor was then invited to sign a three year fixed priced contract.

10. The Grove Hotel Case Study Golf & Luxury Spa London’s Country Estate References • General Manager - Jonathan Critchard • Executive Housekeeper - Amelia Lawrence • Back of House Manager - Abigail Jones

11. Example of a Building Society Case Study: Before Soft Services Management Case Study: Once Rationalised

12. 205 Torrington Avenue, • Coventry, • Warwickshire • CV4 9UT • Tel: 02476 473032 • Fax: 02476 422532 • Julie.e@soft-services-management.co.uk • www.softservicesmanagement.co.uk Julie Edmunds Manager SSM