ECG FS – Operational Improvements

Brief

Rigby Morrison was requested to undertake a 3-month operational review of a hard services operation at a top 15 UK shopping centre, centre:mk, for facilities management provider ECG FS. 

The site delivery consisted of common hard services and additional project works. In addition to 3 site supervisors, the front-line service delivery personnel consisted of 6 within the engineering team, and 4 within the fabric team. In general, the site team’s skillset covered electrical, plumbing, and other building service technician duties, as well as fabric, which covered a 24/7 working schedule.

Solution

To deliver an operating structure for hard services to meet, and wherever possible, exceed the stakeholder expectations. This, with a focus on ensuring operating efficiency on-site, and work towards providing a valid and trusted database of task information to make subsequent resource reviews. This was relevant due to the poor standard of the data held within the site client-elected CAFM system.

Results

In delivering an operational structure that was welcomed by the shopping centre Director, Rigby Morrison restructured the onsite team, defined roles and responsibilities, implemented hard services KPI’s, enhanced compliance levels, and developed and implemented efficient and effective task management processes.

Feedback

The project culminated with Rigby Morrison delivering the new structure to senior directors of both the Facilities Management organization and shopping centre, all of which were delighted with the result and supported the full implementation.