Centre:mk – Lean Operations Audit

Brief

Rigby Morrison was asked to conduct a Lean Operations Audit at centre:mk shopping centre on behalf of ECG FS. ECG FS wanted to understand how efficient the hard services delivery was, and in which specific areas it could improve.

Solution

Rigby Morrison spent 5 days onsite gathering data through observation, discussion, and evidence finding. This data was used to audit the service operational efficiency to provide recommended improvements and best practice.

Results

The audit found 24 recommended improvements, as well as 8 best practice actions. Which, with an audit score of 82%, demonstrated a level of efficiency already within the operation. This positive finding was pleasantly received by the shopping centre senior management team and increased the level of confidence in the hard services delivery by ECG FS.

Although elements of all eight Muda forms were found, the most prominent was excessive production, thus services are produced sooner, faster, or in greater quantities than the customer is demanding or requiring. To minimise this form of Muda, it was recommended that specifications and a performance measurement system are implemented to clearly show both success and failure levels, elucidating exactly what is required by the service operators. In addition to this, it was recommended that regular updates on productivity, quality, safety, and problem-solving would provide the service operators with standardised guidance on what is required to meet the service standard.

Feedback

“Rigby Morrison undertook a Lean Operations Audit at Centre:MK shopping centre, Milton Keynes on behalf of ECG Facilities Services focusing on the hard services delivery. Adopting the Muda concept, thus concentrating on process waste, a new approach to facilities services.

The 24 recommended improvements as a result of the audit will only enhance the operation swiftly, with the majority of the recommendations being easy fix items, and require little to no financial investment. Process waste will become a continuing focus for our team on site and the overall audit score of 82% can only be improved upon as a result”. 

Brad Shepherd, ECG FS Regional Manager.