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A national mobile hard facilities services provider which was part of larger UK wide FM company. It offered a range of technical services to over 25,000 properties and over one hundred FTSE 100 & 250 clients, through a centralised office and over 500 mobile technicians as well as an extensive supply chain.
The business was failing to deliver its forecast EBIT through its core services and was not maximising available opportunities. It had a very poor reputation within the market and within the wider UK business Understanding the potential causes of underperformance was complicated by the business structure and the management data that was available.
Understanding the root cause of the issues required a holistic review of all aspects of the business from bid to cash collection and the interaction of the business functions to establish their accumulated effect on the failure to realise expected profitability. The review identified many underlying issues with significant opportunities to improve individual contribution to profitability, customer experience, employee engagement and greater fundamental changes that would improve performance across all areas. Introduction of a new data analytics capability to drive performance coupled with a new field-based technology to drive compliance, people engagement & customer experience
Following completion of the programme £8.4m of defined benefits were incorporated into the budget. This represented an overall margin improvement of over 30%
Key opportunities were found in the following areas of the business value chain;
Vast latent opportunities can be realised by considering the business as a whole and developing a transformation programme that maps the benefits and delivers them. Engaging on meaningful and ongoing dialogue with employees identifies continual improvement opportunities. A fractional approach is self limiting and wastes resource that could be making a material difference to the business.
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