Lemont, IL

It should be normal that the companies you hire make you better.

Therefore, Resicom is pleased to announce the expansion of our self performing reach with the opening of our Kansas City office.

By positioning talented, experienced members of the Operations & Technicians team in the area, Resicom is even better equipped to develop industry innovations and deliver consistency.

At Resicom, we understand the constraints and demands facing facility and property management.  We feel it should be normal that when management hires a vendor, that vendor should make their business stronger.  Resicom’s ability to service multiple trades and manage projects in an efficient and effective manner creates value and brings normalcy to the lives of our facility and property partners.

Resicom now has satellite offices and key team members in Kansas City, San Diego, Columbus, Tampa, Dallas and Chicago.

CASE STUDY

How do you move a 400 pound eagle that doesn’t fly?

Project Summary

A client had a large concrete tree statue, with interior steel pole supports, in the middle of corporate headquarter lobby that needed to be dismantled and discarded.  However, a large, 400 lb. bronze eagle perched atop the tree holds special significance for the client and must be relocated to the new headquarters location.   Resicom is entrusted to carefully remove the eagle, deliver it to the new location, and ensure that the vacated lobby is returned to a normal condition after the removal of the focal point statue.

Scope

The scope of work needed to execute this project included:

1. Dismantle and dispose of a 15 ft. decorative, concrete tree so facility is returned to neutral appearance for new tenant.
2. Detach 400 lb. eagle statue from its steel pole support and safely deliver to new location.
3. Once eagle is removed, dismantle and dispose of the 15 ft. steel support beam in the center of the tree.
4. Coordinate project execution with client representative to allow technicians access to vacated space.
5. Provide client with before & after photos of project execution.

Challenges & Solutions

The constraints of the project that were overcome included:

1. Inclement weather prevented Resicom from getting the necessary hoist for the statue down to the loading dock as snow had not been plowed.
   • Resicom arranged with the loading dock manager to use an available fork lift to transport eagle statue.  The client was updated of the situation to provide approval.
2. The client considered the eagle as symbolic to the company’s good luck, not to mention that considerable monetary expense of the statue, therefore extreme care must be taken when handling.
   • To ensure that no mishaps occurred that could possibly break or mar the statue, technicians secured the eagle to the fork lift when moving the statue.
   • Techs only demolished the concrete tree and cut down the steel pole flush to the carpet, after the eagle statue was safely delivered to the new location.
   • All remaining debris was then cleared and disposed off the premises to a pre-arranged dumpster.
3. The deadline to complete the project from point of assessment to bid confirmation to delivery to completion was compressed into only 5 days.

• As soon as scope was received, Resicom immediately dispatched technicians to perform assessment, take the necessary photos to compile a quote and presented a bid within the same day.  Resicom project management stayed in contact with the client so a representative could allow access to facility.
• Resicom had our technician crews on stand-by to be ready for project delivery at a moment’s notice as soon as bid was approved.
• Upon work completion, before and after photos, including photos of statue at new location were immediately sent to client.  Resicom completed the entire project prior to the 5 day deadline.

Summary

Resicom understood that the execution of this project was unique because of the high level of visibility and emotional significance to the client.  This project sustained the attention of numerous decision makers within the client’s organization.   Resicom leverages our business structure to  return facilities to normal.

How do you install ICEE machines in over 100 locations as part of a national restaurant chain rollout?

Project Summary

A corporate restaurant client decided to have ICEE machines installed at their signature restaurant chain at over 100 locations as part of a national rollout.  Reserved space had to be cleared and prepared for the beverage machines prior to installation, and all project execution had to be completed overnight to minimize disruption to staff and diners.  Resicom was contacted to create a customized rollout plan so that every location targeted would have the machines installed prior to the first of the year.

Scope

The scope of work needed to execute this project included:

1. Install new Corian lift countertops and column the support the new unit.
2. Remove or relocate existing soda fountain machines to make room for new units.
3. Silicone countertop and corners to adhere.
4. Install decorative column to hide syrup lines.

Challenges & Solutions

The constraints of the project that were overcome included:

1. Project had to be executed after business hours.
   • Location visits were conducted prior to close of business to assess exact specifications and determine supplies needed unique to site.
   • Since project execution would occur after hours, technicians had to be properly prepared as they would have no access to local suppliers for additional materials.
   • As specifications varied by individual store, technicians relayed information to project managers so that customized plans could be created per location.
2. Installation at over 100 locations had to be completed within a tight deadline.
   • The project manager mapped each location, grouping restaurants by region so that multiple installations could occur each night.
3. Client needs ability to remotely review and audit work for each location.
   • Resicom leveraged available technology to provide real-time updates and detailed photographs as each location was completed.  Technicians sent detailed photos to project manager for client communication.

Summary

Resicom understood that the execution of project was unique because we were simultaneously executing projects at various locations across the country.  Since the scope of work varied by location, sound structure as well as adaptability was key.   The client relied on the receipt of  detailed, real time information from Resicom.  Our ability to offer verified information of the quality execution allowed us to assist in each restaurant’s enhancement with the new equipment.

Lemont, IL

What does it mean that the most dynamic companies are purpose driven, and operate from their “why” rather than their “what”?

Simply stated- whether a company delivers a professional service or manufactures a product, ideally, the cause behind why a company exists in the first place shouldn’t change.  Here’s a hint, it’s more than just building a better mousetrap and generating a profit.  Take Apple for example.  Apple defines their purpose as “Think Differently”.  From that mindset, tangible proof of their cause was realized with the iPod, iPhone and Mac computer;  items which are globally recognized as innovative and pivotal products to our culture.

Resicom understands that we began and will continue to thrive as such a cause-centered company.  Resicom’s inspiration was generated from CEO John Fairclough whose “why” for creating Resicom resulted from his own personal desire to experience normalcy after a difficult childhood.  Beyond his own satisfaction, Fairclough wanted to create a company that invites others to experience this sense of normalcy too.

At Resicom, normalcy is defined as those endeavors, emotions and initiatives that speak to us on a human level- creativity, community, the need to teach and nurture, the drive for efficiencies and improvement, the desire to create structure. The fact that we currently offer brand protection through facility maintenance and repair is simply the by-product of our deeper cause. People with whom this desire to both offer and experience normalcy resonates, gravitate towards working as employees or partnering with Resicom as clients.

So, we fully understand that we approach building our business from a different perspective.  Most sales representatives first tell a prospective client about the “what”; this is what we make and this is what we do.  Our sales and solution team introduce the why of doing business with Resicom and how we help clarify objectives with options, before providing a generic tear sheet of our core competencies.   We offer normalcy back to the busy, sometimes chaotic lives of facility maintenance managers.  This is accomplished when facility maintenance managers are provided verified, real-time information on project status updates, through structured management, and by executing stellar-quality consistency on a nation level.

If these solutions are appealing, and the Resicom approach to business sounds intriguing, we are more than happy to provide tangible projects lists of what we are capable of accomplishing and talk about the rollouts, and renovations, and capital improvements, and painting, and tile work and general carpentry, and …

The Purpose Driven Corporatist “a new breed of employee emerging from within multi-national corporations.  These “hybrid people” are increasingly motivated by creating products that add value both to society and to the bottom line. They persistently champion a vision of change in the face of frequent cynicism and resistance.  They have emerged as a result of a series of shifts in the landscape (e.g. global market failures & increased societal expectations on business).  Many of these people have experienced a shift in their personal motivation as a result of a life changing experience. Others have had an “aha!” moment after visiting a poverty stricken country or war-torn region.  Still others have less dramatic mindset shifts and just want to make a difference after suddenly realizing there is more to life than just making the next dollar/euro/yen.” *

* The Purpose Driven Corporatist

Written by Ryan Jones, Global Brand Manager, Procter & Gamble

Published on September 3rd, 2009in Eco-entrepreneurs

Lemont, IL

Traditionally, many people choose to spend their Valentine’s Day celebration at a favorite restaurant.

This upcoming 2010 Valentine’s weekend, Resicom Solution Team Members are choosing to spend time with favorite restaurants at the annual RFMA (Restaurant Facility Management Association) conference in Dallas.

Much of 2009 has been spent cultivating new partnerships with national restaurant facility management.  Resicom has been actively demonstrating our ability to help busy facility maintenance managers experience normalcy during specialty project rollouts, overall renovations, and of course preventative and on-demand maintenance for their restaurant facilities.  Two particular case studies, Finding New Homes for Nemo and Do You Want The Cherry or Cola-Flavored ICEE?, highlight Resicom’s ability to orchestrate and execute comprehensive restaurant projects.

Already known as the nationwide maintenance company for retailers, Resicom is looking forward to the opportunity to further introduce our disciplined structure and display what makes Resicom unique to restaurant clients.

“We are excited to bring the Resicom approach to the organizations attending RFMA.  Our clients nationwide value our insight and experience, looking to us to offer options to solve their facility maintenance challenges,” says National Business Development Manager Steven Rosendahl.

The Restaurant Facility Management Association, in which Resicom has enjoyed active membership and participation, brings together top restaurants and service providers to network and discuss key trends in the facility maintenance industry.

How can a safety concern for a visual display be solved in a cost effective manner?

Project Overview

A retail client has surfboards behind their backwrap (behind the cashwrap) that help promote the themed shopping experience/ brand identity.  Associates display clothing on the surfboards, but the merchandise is causing the pegs that hold the heavy boards in place to tilt.  This poses a safety hazard that the pegs could fail with the heavy boards falling damaging the facility or hurting someone.  Resicom was contacted to create a cost effective, reliable solution.

Scope

The scope of work needed to complete this project:

1. Assess the weight the pegs must bear to safely support the surf boards.
2. Secure slipping/ tilting pegs.  Repair and replace any damaged pegs.
3. Execute solution throughout nationwide stores.

Challenges & Solutions

The challenges of this project included:

1. Pegs holding surfboard can not be accessed with taking apart the backwrap.

1. • Resicom sends an experienced carpenter to assess a local job to so that a national project scope can be developed.

1. Prior peg costly repairs required sections of the backwrap to be removed and then welded back into place.  Client needs a more cost effective solution.

1. • Resicom’s technician suggests alternative option of removing the 2×6 beam that holds the peg, securing new peg, and using new washers & nuts over the threaded end of the peg to ensure tightness. This cost effective solution does not require disassembling the backwrap or welding.
   • Repairs normally taking overnight because of disassembly and welding have been reduced to only 30 minutes.

1. Project scope needs to be created for nationwide execution.

1. • Resicom creates a detailed scope with documented instructions, required tools and instructional photos to ensure scaleable consistency nationwide.

Summary

Resicom can be relied upon to create efficient, cost effective solutions that address safety concerns while protecting a defined shopping experience.  Resicom was willing to think outside of the box on how to address this particular display challenge.

CASE STUDY   

Project Summary

A client needed an oversized table replaced throughout their facilities since the state of the current tables no longer met acceptable standards.  The mass of the table- weighing over 500 pounds and the cumbersome dimensions, made removal of the existing table and replacement difficult.  Resicom was able to break-down possible options to literally break down the tables, and create a solution for this monster move that was time efficient and cost effective for the client.  

Scope

The scope of work needed to execute the project includes:

1. Install newly delivered table into the proper spot in the store.
2. Dispose of the old table.

Challenges & Solutions

The constraints of the project that were overcome included:

1. The dimension of the table
   • To remove the old table, a plastic encasement was made and the old table was cut into pieces to make for easy removal.
   • To position the new table, all fixtures between the store entrance and the designated spot needed to be moved. 
2. Avoiding damage to the floor
   • A moving blanket was used to protect the floor during the transfer of the table from dollies to floor.   
3. Fitting the table through doors
   • We needed to coordinate with mall management to use a main mall entrance with double doors so that the table could be brought into the front store opening rather than the restrictive service entrance.  
   • Once in the store,  the table needed to be lifted by 4 men and put onto 4 moving carts.

CASE STUDY    

Project Summary

A client needed an oversized fixture moved from one facility to another one in another state. The challenge was to move this large, fragile object hundreds of miles and get it operational in the new location within a day, keeping the location in normal condition. We were able to plan and solve this challenge, saving the client the costs of the downtime. We did this by properly preparing the piece from shipping, getting it loaded so that it would be easy to deliver, and coordinating the multiple technicians to be on-site upon delivery.

Scope

The scope of work needed to execute the project includes:

1. Move a Dream-Steamer from one location in Illinois to another location in Minnesota.
2. Disconnect and cap off all water lines to the Dream Steamer.
3. Reconnect and ensure proper function once delivered to new location.

Challenges & Solutions

The constraints of the project that were overcome included:

1. Securing a vehicle large enough to accommodate the fixture. 
   • A large box truck was secured and the Dream Steamer was turned on its side.  We were able to immobilize the fixture so it would not be damaged during transit.
2. An experienced plumber was needed onsite to assist in the removal and capping of the plumbing.
   • Home office coordinated professional plumbers and moving crew technicians to arrive simultaneously to address capping at the originating city and re-installation at the destination city.
3. A minimum of a 2-man crew utilizing lifting straps was required to move the fixture because of its weight and fragility.

CASE STUDY

Sun-faded, weather-beaten, and just plain old- the awnings on a client’s storefront facility were desperately in need of replacement.  The client was concerned that the faded awning would not lend itself to a successful color match for the replacement specifications.  Since the client was located across the country from the facility and would not be able to approve the material match in person, they would have to rely on photos to review the color choices.  Resicom needed to be able to solve the challenge of not only replacing the awnings, but providing a level of communication that empowered the client to make the best decision given the options.      

Scope

The scope of work needed to execute the project includes:

1. Retail client wants their storefront awning replaced because it is sun- faded and worn. 
2. Client does not possess original specifications of awning material or color, only brand name. 
3. Client wants before and after photos to confirm the replacement awning matches the original taking into account that the original color is faded.    

Challenges

The constraints of the project include:

1. Client does not have a spec for the awning, so exact color cannot easily be sourced.
2. Awning is faded from the sun so attempting to color match from the original is difficult.
3. Client wants to confirm the color matches before we put the new awning up, but are located across the country from where the job is being completed.

Solution

Resicom understood that clear communication with the client would be critical to the project’s success.  Resicom would have to create solutions on how to source the exact awning replacement to alleviate the client’s dilemma.  

Our solution to this project included:

1. Technicians are dispatched to assess the awning, and transport it to an awning company to determine brand and possible color match.
2. Since color is faded, color match is confirmed on the underside of the unfaded material.  
3. Replacement awning is ordered along with swatch of sample fabric of new material for fabric detail confirmation.
4. When product arrives, technicians take photos of the underside of the awning (in the sun) compared to the new awning (in the same light/sun) to demonstrate match. 
5. Photos and material swatch are sent to the client for approval. 
6. After client reviews photo comparisons and fabric and approves color, technician returns for installation at facility. 
7. Before and after photos are taken showing the installation and how the new awning looks in the sun and photos are sent to the client

Summary

Resicom was able to alleviate the client’s aggravation from having to determine the awning specification and contacting various awning manufacturers.  By assuming responsibility to source and send samples of the material, Resicom helped return normalcy to the client’s busy schedule.  Resicom  leveraged our communication skills to provide information to the client who was thousands of miles away from the job site.  This enabled the client to be confident that the awning would look exactly as planned before work began.    

Lemont, IL

Known as the nationwide company to return normalcy to the lives of facility managers through preventative and on-demand maintenance, Resicom now has its sights on the horizon for global expansion.

Resicom CEO John Fairclough travels abroad this week to the United Kingdom and Western Europe gathering information to ascertain whether international expansion is a sound business initiative.  Resicom was recently approached by one of its largest retail clients in regards to possible interest in partnering with overseas facilities.  Our ability to provide disciplined, successful project management and execution through our standard/process/audit system has led to nationwide proficiency that may translate well overseas.

“To fulfill our quest of continuing to innovate the industry, we need to continue to push ourselves to do things that seem nearly impossible,” says Resicom CEO John Fairlclough.  “Accomplishing this will require a commitment to development, and I look forward to our team solving this challenge.”

Case Study

A new client was in need of repairs to hair dryer units located throughout their nationwide facilities.  Resicom had not previously worked with this particular request or project scope.  However, being a solutions-generating company, Resicom recognized the opportunity to expand our knowledge base in specialty project management.   

Scope

The scope of work is:

1. Conduct monthly visits to beauty salon facilities and complete repair/maintenance assessment at each location.
2. Verify all salon equipment, including chair hair dryers and wall-mount dryers are operational.  
3. Determine if salon equipment can be repaired or needs to be replaced entirely.
4. Generate scope and detailed information for client on all maintenance and necessary equipment repairs. 
5. Upon client scope approval, schedule and execute work. 

Challenges

The constraints of this project included:

1. Technicians on staff had no expertise or background in completing repairs to hair dryer units.
2. Manufacturer of hair dryer units was inaccessible for informational support.
3. Multiple contractors were enlisted ranging from electricians to small appliance repair companies to repair units without success.  

Solution

The traditional channels available to us for informational support were either inaccessible or unfamiliar with how to repair the units.  Resicom needed to devise an alternate solution on how to gather the necessary information to make the maintenance project a success.    

Our solutions to this project included: 

1. Assuming similar locations have also experienced breakdowns to the hair dryer units, Resicom began calling salons in the different areas for possible service referrals.   
2. Generated leads were contacted, and local small appliance repair technicians with the necessary knowledge and capabilities on repairing these hair dryer units were located. 
3. Resicom continued efforts to contact the manufacturer via corporate offices, showroom studios, and different regions to secure additional information and procedure on how to order repair parts.  
4. Once the manufacturer connected with Resicom, a troubleshooting list for future repairs was generated.  

After being persistent on follow up calls, a phone call was returned from the manufacturer. We were provided all information regarding parts on these units and were also given troubleshooting ideas for future repairs that may be needed. This would come of great help for training of our in house technicians to learn how to repair these units for future repairs down the road.

Summary

Preventative maintenance becomes routine, so when challenges present themselves, Resicom teams are eager to learn from the experience.  Although, we have never serviced hair dryer units before, Resicom felt capable in our abilities and project management strength.  The information gained was compiled for future repairs and similar clients needing Resicom’s assistance in generating solutions to facility maintenance challenges.

A client needing to remove rugs from wood floors contacted Resicom to devise a solution to remove  the leftover adhesive residue once rugs had been lifted.  Although familiar with the required solvent product to remove the gummy residue, few local suppliers stock the product.  Resicom needed to source the product for the nationwide project.  

Scope

The scope of work is:

1. Remove, replace, rotate rugs on a wood floor in retail locations.
2. Any adhesive remaining on floor must be removed with client specified solvent.
3. Paint on wood floor can not be damaged during the adhesive removal process.
4. Photos must be sent to the client detailing before and after project execution.

Challenges

The constraints of this project included:

1. The required solvent is distributed to a minimal amount of local distributors, yet Resicom needed nationwide product availability to coincide with the necessary project locations.
2. Solvent supplier only sells in quantities of 6 bottles per case.  However, the project scope outlines that technicians need only a small amount from one bottle per job.   (1 bottle could last the technician years)
3. Product shipping is difficult due to regulations prohibiting chemicals compounds being sent via conventional shipping methods. 
4. Substitution solvents that have been attempted to remove the adhesive damage the painted floor, therefore there are no alternative suggestions for a replacement product. 

Solution

We understood to execute this project and save time and money for the client, we would need to do extensive research and planning to find out the best way to expedite sourcing this material in the most cost effective manner.

1. Project Manager gathers available information on the required solvent, then researches manufacturers and current suppliers.   
2. When it is determined that the availability of local suppliers is scarce, Resicom attempts a direct purchase through the manufacturer. 
3. Resicom orders a case of solvent and interacts with a local shipping company on how to effectively package the product to enable shipment compliance with inter-state legislation.  
4. Projects requiring the solvent are shipped 1 bottle directly, and only a small percentage of the cost of the material and shipping is applied to overall project budgets.  
5. Technicians apply the necessary solvent to  remove the adhesive from the wood floor.  and take before and after photos showing the paint did not come up as well
6. Before and after photos demonstrating that the painted floor was in no way damaged are sent to the client.  
7. Those photos will be sent to the client, and they will not have to worry about sending material or high price costs on material/shipping.

Summary

Resicom understood the importance of using the client’s required solution so that the painted floors would not be damaged during the adhesive removal.   We quickly researched the product and leveraged communication to work directly with the manufacturer.  By researching options, rather than simply incurring expensive material and shipping costs for our client,  Resicom was able to effectively manage the project and execute a successful outcome. 

Resicom received a standard emergency work order to re-secure a door to the hinges for a retailer stock room.  However, when the technician arrived onsite, the door not only had broken hinges, it was cracked down the middle.  The entire door would need to be replaced and painted.  However, the client did not possess the original specifications for the wood nor paint.   

Scope

The scope of work needed to execute the project includes:

1. Dispatch a Resicom technician to secure the stockroom door to it’s hinges.
2. Repairs needed to be completed as quickly as possible as the door is the only barrier between customers and the stock room.
3. Before and after photos must be submitted to the client by the deadline. 

Challenges

The constraints of the project include:

1. The nature of a an emergency work order dictates that technicians must arrive at the store with all necessary tools and repair items within 24 hours.  
2. When the technician arrives onsite and examines the problem, it is discovered that the door is not just off its hinges, but is also cracked down the middle.
3. The job evolves from a simple rehang to a complete overhaul repair of the door.
4. Client does not have any spec for wood and/or paint color of the door.

Solution

The Resicom technician needed to rely upon his expertise and training to evaluate the situation and then adjust the scope of execution.  Meeting the clients needs, to repair the door regardless of the physical problem, required Resicom’s ability to improvise and react quickly to unforeseen challenges.  

Our solution to this project included:

1. Technician gathers necessary information including measurements and door chip to match paint.  
2. Technician provides a temporary repair until replacement door is ready for install, and re-hinges cracked door so stock room is blocked from customers.   
3. Client is notified that the door needs to be replaced and submits quote for door fabrication and installation.  
4. Technician takes chip of door to a local hardware and paint store to match.
5. Replacement door is cut to size and painted to match original.
6. Door is transported to the store completely intact ready for hardware install.
7. Technician arrives at the retail location before they open in the morning, re-uses the same hinges and hardware and installs new door.
8. Old, broken door is removed and disposed off-site. 
9. Before and after photos are taken and sent to the client for approval.

Summary

In a perfect world, emergency work orders proceed smoothly and everything goes according to plan.  However, in facility maintenance there are often unexpected hiccups.  Service providers must be able to react quickly, and effectively revise a project scope to overcome unforeseen obstacles.   Resicom’s operations team drew upon their expertise and experience to assess the new situation.  Our client did not have to concern themselves that the work order would not be successfully executed simply because the specifications needed to be adjusted.  Resicom helps return normalcy to our clients by providing a level of confidence that challenges are being managed smartly. 

CASE STUDY

A retailer had furniture placed outside of their storefront that was meant to serve as visual props as well as function as a place for customers to sit and relax.  The furniture was secured to the floor by a system that was easily disengaged, consequently allowing the pieces to move around and damage the painted floor.  The client wanted to eliminate the movement as well as minimize any risk of theft.   The new system needed to be virtually unseen by the casual observer.  Resicom was contacted to develop a solution.    

Scope

The scope of work needed to execute this project included:

1. Complete reconnaissance work to gather information on the construction of the furniture as well as the floor.
2. Develop and test a prototype system that kept the furniture from moving and helped prevent theft.
3. Install the prototype at a location to monitor the success of the system.

Challenges

The constraints of this project included:

1. The system needed to be hidden from the customer’s view.
2. The system needed to serve both purposes – prevent movement and deter theft.
3. The modification of both the furniture and the floor needed to be kept to a minimum.
4. The prototype needed to be fabricated.
5. The prototype had to be initially tested offsite before it could be installed and tested at an actual store.

Solution

Resicom understands the importance placed on the storefront by our clients, as prospective shoppers often make their decision whether or not to enter the store based on visual assessment.    The system we were developing needed to be unobtrusive and remain virtually unseen by the customer, yet the functionality of the securement must be to the standards of the client. Our solution for the project included:

1. Purchased a piece of furniture for testing purposes similar to the one the client was asking us to secure for testing purposes.
2. Developed drawings and worked with a metal fabricator to develop (2) different prototypes.
3. Developed a system to supplement the fabricated prototypes to help deter theft.
4. In our Training and Test Facility we installed each prototype on the test chair and documented the installation process (written with photos).  We also installed the exact flooring of the porch used at the client’s storefront so that the test was consistent with actual conditions and specifications.  
5. We then performed several tests reenacting the types of everyday use and abuse the furniture was likely to receive and documented how well each prototype performed.
6. We provided all data to the client for their review and for decision. 

Summary

The client felt confident in our abilities to design a solution that could be easily installed and meet all of the objectives, thus allowing us the creative license to devise a solution without pre-determined parameters.  Resicom leveraged our Training Facility in order to reenact real world scenarios and thoroughly document processes to provide thorough information to the client.  By providing this information to the client we were able to put them in a position of choosing the best option to implement as an “in-store” test thus keeping their project cost to a minimum.  The prototypes have all been installed and the test continues to operate successfully.  Resicom expects the client to roll out the solution to all facilities nationwide in the near future.

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.