CASE STUDY

The best laid plans quickly go astray when Mother Nature decides to interfere.  Emergency repair projects don’t wait for rain to stop or snow to subside.  Resicom understands that breakdowns at facilities occur at any time, and in any weather.  Due to the urgency of emergency projects, Resicom has had several occasions that we were required to find solutions for project execution despite inclement weather.  Whether snow, ice, sleet, flooding, rain or hurricanes, Resicom can rely upon our detailed project management process to respond without disruption to the project.   

Scope

The scope of work needed to execute these project included:

1.  Being alert to weather conditions in both the project city as well as areas en route when traveling by car  and/or plane.  

2.  Requesting the clients’, suppliers’ and/or security company’s procedures regarding  inclement weather.

3.  Verifying that all safety procedures set forth by Resicom and the client are relayed and understood by our  technicians.  

4.  Understanding the finite deadlines of a project, and determining what must occur at all costs to meet the  client’s expectations.  

Challenges

The constraints of these scenarios included:

1.  Realizing that on numerous occasions, Resicom has no control over procedures dealing with inclement  weather.  Examples of this may include airlines not being able to disembark passengers when lighting is  present, or malls closing due to the possibility of extreme weather.

2.  Clients that are located thousands of miles away from a particular job-site sometimes do not fully  understand the weather situation.

3.  Predicting weather is not a exact science and what should be a beautiful day can quickly  turn into a day of  downpour in the Midwest.

Solutions

Resicom understands that to provide value to our clients, projects are executed quickly, and the original schedule must be maintained at all costs whenever possible.  By determining methods to not allow extreme weather to disrupt project execution, we can distinguish ourselves over the competition.

1.  We have trained all of are employees how to best utilize weather websites such as Weatherchannel and 

Weatherbug.  Our technicians can access these websites using their company smart phones for real time  information.   

2.  Having home office confirm with airlines website the status of departing and arriving flight  prior to  every major project to give our clients the most up to date information about possible  delays.  

3. Having material delivered to hotel or other locations for pickup in situations that we are  delayed  due to  weather.  Suppliers are often receptive to delivering materials at different  locations or even leaving at rear  entrances.

4.  Having generators ready to be deployed incase electricity is not available for any amount of time.

Summary

Mother Nature is not easily deterred.  However, with detailed management, along with effective tools and process reinforcement for our technicians, Resicom can be relied upon for project performance and doesn’t leave our clients caught out in the rain.

CASE STUDY

Our clients looks to Resicom to provide first response service when something goes wrong at their facility.  Resicom needs to be able to dispatch technicians immediately so that our clients experience as little disruption as possible to their business.  Resicom has developed an action plan that can be set into motion as soon as a client says “Help!”.   

Scope

The scope of work needed to execute this project included:

1. Work order is received from client including the location, scope of work, DNE and deadline required for completion.
2. The work order is reviewed by the maintenance team to determine if an onsite visit will be needed prior to completion of job.
3. The scheduling of manpower is determined.
4. All material and equipment necessary to complete project is ordered. 
5. Client is notified of schedule date.
6. Ensure technician arrives on jobsite with all proper material ready to execute and complete project.

     7.  Project manager confirms completion of job with technician.

Challenges

The constraints of this project included:

1. Because of the unscheduled nature of the emergency request, technicians may be committed to other projects.  
2. Gathering all information from technician in order to submit proper pricing/update to client in a timely matter.
3. Researching and ordering of all material within the compressed project deadline.

Solution

We understand the expectations of our clients and how important it is to meet the deadlines that have been assigned. In order to accomplish this would take proper planning, organization, and execution.

 Our solution to this project included:

1. As soon as work order is received it is reviewed and accepted within 1 hour.
2. A project manager is assigned to job.
3. The proper technician is determined depending on the speciality need for the scope of work provided.
4. Home office works to rearrange master schedule to have the proper technicians onsite for the particular trades needed to complete the project.  
5. All materials/equipment needed to complete work is ordered. If there are any extended lead times on material the client is notified immediately if this will delay the work being completed per their deadline.
6. Work scope is reviewed with technicians.
7. All trucks are loaded with standard material needed to complete a typical work order. 
8. Technician arrives to job on time per the schedule date given.
9. Work is completed, after photos are provided to client, and job is invoiced.

Summary

Because of the compressed project deadline as well as the urgency to return the facility to normal working condition, Resicom must be able to offer immediate response.  At Resicom, we understand the expectations of our clients and how important it is to meet the deadlines that have been assigned. In order to accomplish this would take proper planning, organization, and execution.

CASE STUDY

In response to a difficult economic outlook, a retailer that we consistently service needed to revise their maintenance strategy.  Our client’s emphasis on brand protection and customer shopping experience remained a priority, but their restricted maintenance budget was now also a factor.   Resicom helped devised a solution to orchestrate bundled preventative maintenance work orders or  “Mini-PMs” to drive down costs for the client.  

Scope

The scope of work needed to execute this project included:

1. Client identified 100 flagship stores that would continue to receive preventative maintenance as usual without disruption.
2. Second tier stores were identified together by region and client supervisors would provide PM assessment rather than incur the cost of having our technicians complete the walk-through.
3. Complete specified Mini PM work provided from client to standard. 
4. Take before and after pictures of all the completed items for the client. 

Challenges

The constraints of this project included:

1. All work needed to be completed by the second week of August.
2. Security needed to be coordinated with some of the projects.
3. Some of the projects being completed coincided with other projects previously scheduled.
4. Materials for Mini-PMs were shipped directly from client to store and were often difficult to track.  

Solution

Understanding that the client was trying to keep their stores up to standard with a limited budget, we came up with multiple ways to complete the work within monetary constraints. 

Our solution to this project included:

1. Setting a schedule that made sure that the projects were completed by the set deadline.
2. Stores were grouped together by region to effectively coordinate Mini-PMs to several stores, or several work orders were grouped together for one specific store.
3. We contacted all the correct personnel, store and mall, to make sure that everyone was informed and the projects ran smoothly.
4. Using the pictures taken both before the project was started and after, we were able to audit the work completed and confirm that it was up to the standard of the client.
5. We followed up with the managers of the stores the day after all scheduled projects to confirm that they were content with all work completed.   
6. Our home office support played an important role in coordinating material tracking and acting as liaison between stores and technicians.

Summary

Resicom is a company that provides options to our clients.  A budget for the execution of full-scale Preventative Maintenance work orders at every store was simply no longer feasible for our client.  Resicom was willing to work with our client to create a solution that kept their stores still looking their best within a restricted budget.  Resicom executed the work orders within the time frame that was given to us by our client. And, even though we were on a such tight deadline, the high quality of work that is our standard was not compromised in anyway.  

CASE STUDY

Our hotel client had an upcoming event reserved for a 400 guest wedding. A week and a half before the wedding, the bride and her family dined at the hotel’s restaurant. Excited about her upcoming reception, the bride asked the manager to allow her party a sneak peek at the room. The manager had to then explain how the hotel had a burst pipe the day before and that the scheduled room was completely destroyed. The conversation that resulted could have been an episode of a hysterical bride screaming at her vendor on the hit t.v. show “Bridezillas”.

Scope

The scope of work needed to complete this project:

1. Remove water and all damaged finishes – flooring, wall, trim, and some drywall.
   
2. Acquire all the material necessary to replace.
   
3. Replace all carpet, padding, trim, and wallpaper.
   
4. Repaint ceiling and trim.
   

Challenges

The challenges of this project included:

1. Technicians could not work during hours when other, unaffected banquet rooms had events.
2. Replacement carpet was not in stock.
3. The available routes to the dumpster were through the main lobby or down the main corridor of rooms.
4. The bride was on the phone with the hotel manager every couple of hours adding pressure with each call.

Solution

Our solution for the project included:

1. Coordinated with hotel banquet team to establish hours of work.
2. The project was in the midwest. Because the carpet distributor located in North Carolina, could not get the materials sent on time to meet project deadlines, Resicom dispatched a truck to pick up the carpet ourselves.
3. We scheduled debris removal and material delivery according to the hotel schedule. Overnight, we would allow our tradesmen access through the mostly empty lobby. During normal work hours, we utilized the corridor route to limit disruption to guests.
4. We broke out our crews into four distinct teams, each with a separate start and finish time to establish project management clarity, as well as improving our ability to update information.
5. We reported an hourly update of the project status so the hotel manager could relay the information to reassure their client.
6. We organized the workflow of the project differently from the typical execution of a beautification project. There is a certain order of the work that is followed to limit risk of damage to finished areas and improves productivity. In this case, the goal of streamlining productivity was secondary. Our mission was to get the job done on time, not necessarily executed in the proper order.

Summary

This project involved a rigid deadline with expensive repercussions for our client if it was not met. We understood the pressure and designed a way to successfully meet the deadline while maintaining effective communication updates. By assigning the project components to different team leaders, even though they were all in one room, we established a different approach to project management. We had to organize the tradesmen to understand that on this project, the typical way to execute a project was not the right way. This thinking went against everything their experience taught them. This multiple mini-team approach enabled us to manage the tradesmen and ensure that they understood our approach and why it would ultimately make the project a success.

CASE STUDY

Emergencies always happen at inopportune times, usually the time of occurrence dictating the sense of urgency.  Upon preparing to start their business day, a retail client realized that an after-hours heavy leak had occurred during the night, and continued to create damage, originating from an unknown third party store above.  Resicom was immediately contacted to handle the emergency assessment.  

Scope

The scope of work needed to execute this assessment of the leak:

1. Immediately dispatch 2 technicians to the store to meet the opening duty manager.  
2. Contain the leak so that the store will be able to operate business as usual with little to no disruption to customers and staff. 
3. Technicians to assess and document damage via photos, in order to prepare the repair uote that will be presented to the responsible party. 
4. Subsequent repairs to surrounding area will be scheduled after source of leak is repaired and proposal is approved by client.
5. Have technicians meet with mall operations manager and/or mall maintenance manager to relay situation.

Challenges

The constraints of this project included:

1. The leak occurred outside of regular business hours and damage was extensive by time the problem was discovered.  
2. Tenants above client refused to accept responsibility for the situation.     
3. Mall personnel is unreceptive to acting as liaison between client and tenant where leak originated to assist client in recouping monetary damages.    
4. Leak resulted in water accumulating in cash wrap area and into some open fitting rooms, resulting in store being unable to open for normal business hours.   
5. Repairs need to be completed after hours to eliminate disruption to already delayed business day.   

Solution

We understood that the execution of this project would require rapid yet thorough planning.  In addition Resicom would be responsible for the coordination between different parties while  properly assessing leak and conducting repairs in a timely manner.   Our solution to this project included:

1. Technicians immediately dispatched to temporarily contain leak with buckets and diverters to prevent further damage to surrounding area.  Mess in area is removed and cleaned.   
2. Mall operation manager and/or mall maintenance manager were requested to store to assess leak and determine the source.
3. Technicians traced area through the ceiling to determine leak source and documented area with photos.
4. Technicians questioned tenants above to determine if leaks had been reported or noticed, and to investigate pipe location above client’s retail facility.  Standing water was discovered in facility  above as the opening manager was dispensing with the mess.  Although too late to take photos, technicians did secure name of manager and document that water had been present prior to opening of business.  
5. Detailed photos were recorded to assist damage assessment and quote preparation.
6. Resicom’s home office support team initiated dialogue between responsible tenant GM discussing how technicians believed source of the leak to be their responsibility when search ceiling area.  Tenant’s independent plumber confirmed our findings.   
7. Resicom’s prepared quote was approved and 2 nights for repair work was scheduled at client’s facility.  

Summary

We understood the importance of quick responses, photos and names of authority as necessary steps to solve greater issues.  By properly addressing the issue with photo proof and a valid witness we were able to execute repairs quickly and efficiently. 

CASE STUDY

A retailer had an exterior storefront that received direct sunlight during the majority of the day.  The window frames, millions, and sills had originally been painting with the same black paint used on the interior storefront windows.  However, the paint had faded over time from the direct sunlight exposure to a medium gray.  In addition to repainting the exterior window frames, the retailer requested that the new black paint selected would prove more weather/sunlight resistant than the original, yet still be a cost effective option.    

Scope

The scope of work needed to complete this conversion:

1. Protect all storefront surfaces not being painted (brick and stone)
2. Prime and paint all previously painted window surfaces on (30) storefront windows of varying heights.
3. Provide before and after photos of the storefront to the client’s Home Office

Challenges

The challenges of this project included:

1. All work needed to be completed overnight.
2. Some windows were 20 feet above ground level.
3. A new paint spec needed to be sourced that matched the old spec in appearance yet would also provided a more sunlight resistance finish.
4. The storefront needed to return to “ready for business” each morning one hour prior to store opening.
5. The storefront was located outdoors which introduced weather related issues and limitations.
6. Project deadline was set for 2 days. 

Solution

We understood that the client placed extreme importance on their storefront presentation as it provided the first impression to their brand.  The work area needed to be returned to a presentable condition each morning prior to start of business throughout the project’s duration.  In order to meet the deadline, labor would need to be effectively maximized and the overall size and height of the storefront would need to be taken into consideration.  Our solution for the project included:

1. Utilization of a large, maneuverable lift to allow access to several windows by multiple technicians at a time.
2. A new paint with heightened UV protection to help withstand the suns effects and help keep the black paint black for as long as possible was identified and provided to the client for their review and approval.
3. A technician who had specific expertise in painting preparation (taping windows, covering brick and other exposed surfaces, etc.) was added to the project team to facilitate maximum efficiency throughout the crew. 
4. Weather was monitored via internet to prepare crew for any inclement weather which may have affected project deadline.

Summary

Resicom completed all 30 storefront windows within the given 2 day timeframe.  The client conducted an onsite inspection after completion, and was pleased with the color and overall application. The success of the project resulted in Resicom being awarded additional work orders for 4 other locations experiencing similar issues. Furthermore, the client adopted the recommended paint spec for all new store construction going forward.  By understanding the client’s parameters and striving to not just execute a work order, but provide an innovative solution, we were able to not only meet the expectations of the client, but better yet exceed them. 

CASE STUDY

Resicom has witnessed changes throughout the retail industry for the past 10 years. One of the most notable changes focuses on enhanced security.  In the light of 9/11, requesting access to malls and shopping centers after hours has evolved into a complex, sometimes daunting process.  Common areas once considered public access are now looked upon as potential areas for criminal or even terrorist activity.  Consequently, restriction to these areas has increased substantially. Property owners, management, and security personnel require comprehensive information regarding not just our technicians but also regarding our company in general, where in the past such requests were simply not a part of the process.  Our task became to supply the requested information readily and efficiently, without disrupting the overall project execution or deadline.  

Scope

The scope of work needed to execute this task included:

1. Obtain all pertinent background information on our employees, subcontractors, and their technicians without violating any privacy laws.
2. Design and create a streamline identification systems for our employees and technicians.  This systems had to be be easily verifiable through our home office or 24 hour hotline.
3. Distribute all new ID’s and procedure documentation to individuals throughout the country.  
4. Establish renewal date guidelines to review all issued IDs.

Challenges

The constraints of this task included:

1. The collection of information that some individuals might consider private, and therefore be reluctant to release.  
2. Obtain proper verification of information provided ensuring government compliance, while following guidelines established by our clients.
3. Obtain consistent photos of individuals produced with different cameras, and then establish process by which to transfer photos to new identification cards.  
4. Educating all employees and technicians as to the need for such new procedures, and demonstrate the value as to how the process will improve the service and performance we offer to our clients.

Solutions

We understood increased visibility of credentials of our employees and technicians was not optional with the climate that was created after 9/11.   Our solution included:

1. Informing all employee that information obtained was a prerequisite for Resicom to continue servicing the retail maintenance industry.  
2. Obtain proper verification of information provided ensuring government compliance, while following guidelines established by our clients.
3. Obtain consistent photos of individuals produced with different cameras, and then establish process by which to transfer photos to new identification cards.  
4. Educating all employees and technicians as to the need for such new procedures, and then demonstrate the value as to how the process will improve the service and performance we offer to our clients.
5. Create forms that were easy to comprehend and complete, returnable via email and downloaded to our database efficiently.  Detailed instructions on how to obtain photos utilizing various PC and Mac programs were also provided.
6. Establishing set procedures and deadlines for when all information needed to be reviewed and when new ID’s would be issued.
7. Education of additional office staff to support and handle this new division of operations.

Summary

When unpredictable events occur, ramifications to our industry, economy and even our society result.  Resicom’s ability to adapt quickly to a new dynamic allowed us to keep operating at business as usual.  By creating a systematic approach to how we needed to gather the required security information, we where able to furnish ID’s to all employees and technicians within a few weeks.

CASE STUDY

A clothing retailer with a AAA level store discovered mold in one of their fitting rooms and in part of the stockroom.  Although the source of the leak was promptly identified and repaired, a mold remediation company was contracted to quarantine the problem areas, identify sections with dangerous contaminants, and remove.  Resicom needed to immediately execute drywall replacement and any other subsequent repairs since the closed areas were adversely affecting the overall amount of working store space and also restricting the amount of merchandise displayed on the sales floor.

Scope

The scope of work needed to execute this project included:

1. Plan site visits to determine exact repair and replacement needs.  Include photos.
2. Prepare accurate quote for project scope.  
3. Establish schedule for crews accounting for execution time, manpower and materials needed. 
4. Order project materials from specific vendors.

Challenges

The constraints of this project included:

1. Prerequisite site visit in Dallas, Texas had less than 24 hours notification. 
2. Project needed to be cost effective for client, yet completed within 3 nights.   
3. Coordinating material purchase through multiple vendors and requiring same or next day delivery.  
4. Because of the emergency nature of this project, many of our crews were already committed to other projects.
5. Concerns that by lengthening our personnel’s work week, crews may be over-extended and less effective.  

Solution

Completing this project effectively for the client required precise planning and execution.  The deadline was set for completion at the end of the week with no margin for flexibility.  Our solution to this project included:

1. A project manager was tapped to complete site visit on short notice.  
2. Material orders were placed with multiple vendors on the same day as the site visit to save time and scheduled to ship ground vs. overnight to save expense.  
3. Corporate office expedited arrangements of crew assembly, travel, and lodging and security.
4. Crews were shifted with other teams reserved for a pending project.  
5. Back up crew members and local subcontractors were utilized to keep teams fully staffed and not over-extended.   

Summary

The damage to the store resulted in a loss of business to the client.  The store was entrusted to us to complete all repairs within a week.  We reacted immediately and this enabled us to save money on the shipment of the  project materials from the suppliers.  Precise planning, supervisors provided detailed procedure outlines and instructions, and the overall rapid execution allowed us to complete the project within the desired three nights. 

CASE STUDY- CREATING A MAILOUT CAMPAIGN THAT DOESN’T GET TOSSED

Resicom, which primarily conducts commercial facility maintenance, decided to focus on active growth of our residential division by implementing a mail-out marketing campaign.  The campaign would target residential properties for exterior painting projects, introducing our company and the renovation/remodeling and repair services we provide.  

Scope

The scope of work needed to complete this campaign:

1. Create a pertinent, attractive mailer that not only introduced our company but was an actual project proposal with individualized pricing. 
2. Acquire all the material necessary to create a bound, professional marketing piece.
3. A goal of 3,000 mailers per week was established.
4. Deadline was set to have all proposals mailed by end of July so that external painting projects could be executed during optimal summer months.
5. Determine the amount of labor that would be required to produce and package each proposal.

Challenges

The challenges of this project included:

1. Traditionally, mailing campaigns have a low rate of return at only 1-2%.  
2. Resicom has only one binding machine in our possession. 
3. Allocation of current Resicom employees for proposal production would be limited as they were responsible for maintaining a high level of service to existing clients.  
4. Materials would be need to be purchased in bulk to be cost effective.

Solution

Rather than rely on a general introduction piece that would be easily dismissed and discarded, we decided to create an actual proposal for individual homeowners.  This required additional preparation work as we would need to have experienced employees first travel to targeted neighborhoods and establish the pricing structure per house.  Once researched, we created a professional proposal to submit to specific homeowners by name.  Temporary help was contracted to produce the marketing pieces with assembly line efficiency.  Required materials were researched and price compared so that suppliers that dealt in bulk purchasing could be contacted.

Our solution for the project included:

1. Creating personalized proposals based on neighborhood reconnaissance.
2. Utilizing a database company to provide names and addresses of homeowners in targeted neighborhoods owning houses that were older than 5 years, thereby increasing chances that exterior painting would be needed.  
3. Material purchasing was coordinated through multiple suppliers to obtain necessary materials required at value pricing.
4. A second binding machine was located and loaned to our company for the duration of the campaign.
5. Temporary staffing was secured and a labor schedule was created to maximize efficiency.

Summary

This marketing campaign was a tremendous undertaking and needed to have a detailed execution plan to meet our goals.  We believe that the extra time required to research specific project scopes increased our overall response rate by adding value to our marketing proposals.  

CASE STUDY

An existing client is a nationwide retailer whose facilities have a sales floor/ fitting room layout containing a minimum of 4 and a maximum of 16 mirrors systems.  Each mirror system weighed between 100 to 220 pounds.  The entire mirror system consisted of the brushed metal frame, pressboard backing, and the mirror itself.  All mirrors had originally been secured to the walls with a two bracket system centered in the back the mirror.  This system was unreliable and had caused failures that had resulted in safety concerns and lawsuits.  The retailer had a redundant teether mirror restraint installed throughout the country to eliminate this problem.  Although the new redundant system eliminated the failures of the mirror frame failing, it did not address the hazards of the mirror itself. 

Scope

The scope of work needed to execute this project included

1. Design a redundant system that holds the mirror itself in place.
2. Manufacture the new redundant system from the same material as the frame.
3. Illustrate to the client that the current system does not address all the potential hazards of the mirror system.

Challenges

The constraints of this project included

1. Designing and manufacturing a redundant system that would be approved by the retailer’s visual team, and would not be a distraction to customers utilizing the mirror.
2. Convince the retailer how the current redundant system failed to solve the comprehensive problem with the mirror system.  This conversation would prove challenging due to the fact that the original system had already been completed nationwide at significant expense to the client. 

Solution

We understood that the first step in solving our client’s potential liability was to illustrate that the risk did in fact still exist.  Broaching the subject was awkward considering that we participated in the original redundant system installation.  However, we knew it was in the best interest of the client to address this potential problem.  

1. We conducted dozens of field checks at our client’s facilities to confirm that this potential problem did exist.  
2. We obtained measurements and material information for the mirror system.  
3. We designed and manufactured a system that could be installed with the current mirror frame system, using the same screws and entry points.  
4. The new system was constructed of the same material as the frame and had a profile of a 1/2 inch on both the top and bottom of the mirror.  This small profile was virtually unnoticeable to the customer.

Summary

We understood that initiating this particular topic with a large, existing client would be difficult, but remaining silent would violate one of our core principles of clear and courageous communication.  We spent a significant amount of resources to obtain the necessary data, and then in designing and manufacturing a solution prior to having the green light to execute the initiative.  We made this investment knowing that it was in the best interest of our client to have this information, in order to have available options to decide what course of action to take, if any.  Our solution was reviewed, but never implemented.

CASE STUDY

A client requested a color change in laminate for bellyband counters throughout their  retailer’s locations.  

Scope

The scope of work needed to complete this rollout:

1.   Provide demonstration of laminate recolor at client’s home office mock up store to obtain green light on rollout. 
2.   Conduct site surveys at all store locations to gather measurements.
3.   Contact security company to gain access to all locations.
4.   Order all material necessary to complete project.
5.   Remove and dispose of all acrylic signage at bellybands of all counters throughout store.
6.   Furnish and install wood to all insets at bellybands of counters.
7.   Furnish and install new laminate spec over existing laminate.
8.   Provide after photos of all counters completed.

Challenges

The challenges of this project included:

1.   All work needed to be completed overnight to minimize disruption to sales staff and guests.
2.   All work need to be complete with area clean and debris removed before start of business each morning.
3.   Multiple crews would need to be scheduled to complete work per deadline.  
4.   Laminate material was often in short supply with vendors. 

Solution

We understood to execute this project would require precise planning, as well as additional training of technicians in laminate execution in order to properly staff the number of crews required.   

Our solution for the project included:

1.   Create detailed schedule for crews.  
2.   Purchasing needed to be coordinated through multiple suppliers to obtain necessary materials required.
3.   All laminate was precut in the warehouse to minimize dust from circulating throughout store, thereby reducing our estimated   clean up time.
4.   We took into account that extra laminate should be available onsite in the event it was needed.
5.   We researched different types of glue to ensure that the new thicker spec laminate would adhere properly.  
6.   All crew arrived 1/2 hour prior to store closing to ensure alarm card and access to store has been activated.
7.   On-call supervisors were readily available for assistance if problems should arise.
8.   We conducted both in-house and onsite training of additional crews on how to properly cut and install laminate.

Summary

We understand that poor planning yields poor results. By taking the time to properly plan, we were able to order the materials needed, provide the specialized training of additional technicians, and execute the project within the client’s deadline.  Our ability to provide this level of high quality service resulted in the awarding of additional phases of the project.  

CASE STUDY

Retailers depend on planned maintenance to keep their facility appearance up to standard, thereby protecting their brand. A national retailer contracted Resicom to perform a broad spectrum of overnight maintenance projects including painting, staining, and general carpentry at multiple locations. The proposed schedule included 110 stores across 12 states, many with multiple facilities in a particular city.

Scope

The scope of work needed to complete this conversion:

1. Conduct site visits 3 to 6 weeks prior to create the scope of work for each store.
2. Execute all work as designated by the project scope created during the initial site visit.
3. Alert mall and store management of our scheduled work one week prior to the start of work, verifying mall has all current insurance information.
4. Schedule overnight security for each location.
5. Conduct audit of all project execution no later than the day following completion.

Challenges

The challenges of this project included:

1. All work needed to be completed within the fiscal month (28 nights.)
2. All work needed to be completed overnight to minimize disruption to sales staff and guests.
3. Several locations were conducting internal overnight inventories or other maintenance services in progress that prohibited us from scheduling maintenance the same night.
4. The projects at certain stores would require more specialized work that required specifically skilled tradesmen.
5. Several locations were located at outdoor malls, which introduced weather related issues and limitations.

Solution

We created our maintenance schedule taking into account the overall needs of the client, deadlines, time and weather constraints, and the necessity to be flexible in scheduling ourselves around other activities being conducted overnight in the stores. The one month deadline was inflexible as we were scheduled to begin service to an entirely new set of stores the following month, and any delay would only create a domino effect of missed deadlines. Our solution for the project included:

1. Grouping stores in certain regions together to allow for schedule “runs” to maximize our workforce and reduce waste in travel time.
2. Utilizing multiple crews working simultaneously throughout the country to ensure that all deadlines are met.
3. Organizing each crew to contain the required specialized tradesmen for each run to ensure all work would be executed to exact specifications.
4. Cross-referencing our schedule against all other maintenance services, blackout dates, and inventories that were being conducted at stores to prevent conflicts.
5.  Purposely scheduling an extra day in each run allowed us to anticipate any problems that could be caused by inclement weather.

Summary

We were able to complete project scopes for all 110 stores within the 28 day window requested by the client. Only three visits needed an adjusted schedule, but those changes did not impact any other stores nor effect our overall deadline as we had built in the extra days anticipating inclement weather. We also needed to adjust 2 dates due to an unforeseen inventory date change, but we were able to accommodate the clients’ last minute request with ease. By remaining flexible and communicating clearly with the client we were able to successfully meet our client’s needs.

CASE STUDY

A retailer needed to change a select number of existing regular retail stores to outlet. The change would include the removal of fixtures and redistributing remaining fixtures to a new, pre-determined location. The conversion needed to be completed in 2 days so that the store could reopen for business.

Scope

The scope of work needed to complete this conversion:

1. Notify the store that we are going to be coming in to assist in the conversion and remove all extra fixtures.
2. Work was to begin on the morning after the A/V team completed the removal of video walls and jukebox.
3. Protect and pack all fixtures onto pallets or speed pack smaller items into boxes.
4. Load all packed and palletized fixtures onto trailer supplied by client.
5. Take pictures of fixtures loaded onto the trailer to ensure they were packed well.
6. Patch and paint 2 video walls where video screens were removed and also patch and paint the column where the jukebox was removed.

Challenges

The challenges of this project included:

1. All work needed to be completed in 2 days.
2. All fixtures had to be well protected to keep them from being damaged in transit/storage.
3. The patching of the column was difficult due to the way the jukebox was originally installed.
4. Material that was supposed to be supplied to us by the client was not onsite.

Solution

We understood the needs of the client and the time constraints. While packing the fixtures, we understood the possibility that these items might be utilized at other locations, and would need to be in received in excellent condition. Therefore, we made sure that items were well protected.

Our solution for the project included:

1. We began the project by informing the store personnel that our arrival would be the morning after the A/V completed their removal of electronic items.
2. Notifying the store personnel of our project plans once we arrived onsite.
3. When the client supplied trailer arrived, without the required packing material, we took it upon ourselves to travel to a local supply house and bought all necessary packing material so that the deadline would not be compromised.
4. Both the walls and column were very damaged, so we patched and painted them to the client’s standards.
5. We were able to pack and protect all the fixtures in such a way that they were returned to the client undamaged.
6. All “after” pictures were presented to the client to ensure their satisfaction with our work and the project’s completion.

Summary

Completing the project in the time allotted to us was a challenge when it was determined that the scope of the project would need to adjust because of the extra repair needed to be done as well as extra steps to acquire necessary materials. To best service our client we often need to be flexible and adjust our plan when challenges arise.

CASE STUDY

A retailer’s storefront was being defaced by a large amount of bird droppings. The retailer leased a space at one of the few exterior malls in the Chicago-land area. All retailers at this mall have a 15 foot overhang to protect customers during periods of rain or snow. This overhang created an ideal area for local birds to build nests in a protected environment with easy access. The bird droppings where a issue with all retailers that had storefront facing East. This particular client not only had illuminate logo letters but also large awnings that covered all the storefront windows.

Scope

The scope of work needed to execute this project included

1. Clean all existing bird dropping.
2. Create options to prevent birds from returning. Options had to be blend into the existing storefront without drawing attention away from logo.
3. Relocate all current nests.

Challenges

The constraints of this project included

1. Solvents and cleaning solutions had to be environmentally friendly and could not damage existing storefront.
2. All options to prevent birds from returning had to humane and had to blend into the existing storefront without drawing attention away from logo.
3. All eggs and birds had to be placed in a safe location.

Solutions

1. We understood that to solve the problem our client faced, the birds had to go. The solution needed to be permanent and be approved by both the mall management and our client.
2. We contacted the manufacture of the awnings and requested the recommended cleaning solutions to remove bird droppings. After obtaining their cleaning solution, we researched online to find a compatible Green solutions that had the same properties. We field tested the solution on a small inconspicuous spot of the awning to verify that it did not fade the awning, but still removed the bird droppings completely.
3. We researched online and contacted a local humane society and arboretum to seek advice in preventing the birds from returning, and how to properly move the existing nest to a safe location. We choose bird spikes that consist of a 4 inch spikes.

Summary

We understand the most important section of any retailer is the first 20 feet inside and outside the entrance doors. With this in mind we could not let this defacing continue, but the solution had to be humane and consistent with the existing storefront. By doing research and contacting experts in the field we arrived with a solution that was not only humane and brand consistent, but also green. To best services our clients, there are time when we need to ask and obtain the advice of experts and be open to their solutions and recommendations.

CASE STUDY

A national retailer had a flagship location was about 4 years old with an 80’ x 26’ marketing piece that needed to be updated. The design of this store did not take into consideration space needed to change the marketing pieces. We were hired in a consulting capacity and were then hired to execute the project. Here is a brief description of how we solved this project. 

Scope
The scope of work needed to develop this solution included:

1. Meet with the client and listened to their needs.
2. Consult with store on time-frame allowed for this change-out.
3. Analyze how the marketing piece was originally hung.
4. Create a system so this marketing piece can be changed more easily and often.
   1. Carefully take down and package the existing marketing piece for unique re-use and recycling
   2. Remove, analyze and repair the top bracket for re-use (take down and install).
   3. Install the new marketing piece better than the original – no wrinkles or waves.
   4. Put old marketing piece in the new piece’s shipping tube

Challenges
The constraints of this project included:

1. Change-out needs to be completed with-in 3 days.
2. Availability to complete this was the one day the store had a scheduled overnight.
3. A key was needed to unlock the mechanism – which no one has used/seen in 4 years.
4. Remove the existing bottom weight while working in the tight glass box.

Solution
We understood that our client treated their marketing wall as a high priority and wanted it looking up to brand standard at all times. We also knew that the only possible solution was to completely meet every intention and purpose the client gave us. Our solution included:

1. Locate the key and keep in our possession until the change-out was completed.
2. Create a platform to work on above the tight glass box for proper removal of the bottom weight.
3. Tightly rolling up old marketing piece in small increments by hand to place in new shipping tube.
4. Top bracket was removed and drilled through at strategic locations for optimum effect and continued use.
5. Temporary adhesive was placed on the new piece for proper placement on areas to be drilled for top bracket.

Summary
There are instances when store design hinders on-going operations. We work with our clients to create approaches and processes that allow the store to be successful in executing its intentions. Thorough planning and preparation helped turn this challenge into a success.