CASE STUDY

How can you coordinate and execute multiple bathroom remodels in numerous locations nationwide within a tight deadline?

Project Overview

A retail client slated bathroom remodels throughout their nationwide locations.   Needing a quick turn around on a comprehensive scope and project completion, Resicom was ready to take on the challenge.  Relying on our structure helped deliver greater nationwide consistency for each facility restroom needing a face-lift.

Scope

The scope of work needed to execute this project included:

1. Plan site visits to each location to complete assessment and provide accurate pricing to client.  Accurate measurement is key considering all sourced material would need to be based off of these calculations.
2. Secure all material including partitions, tile, countertops, drywall, paint, mirrors, toilets, sinks, etc.
3. Assign thorough, specialized crews for multiple locations.
4. Coordinate travel so that teams are effectively dispatched to grouped regions.
5. Procure support items for project including dumpsters at each facility.
6. Complete all demolition and build back each individual restroom.
7. Provide client with customized schedule for rollout and real-time updates on project progress.
8. Complete a final walk through with the client providing before and after photos.

Challenges & Solutions

The constraints of the project that were overcome included:

1. Sourcing all of the materials needed in each city.
   • Suppliers were immediately contacted to begin the ordering phase of all material.
   • Measurements and drawings were submitted for partition orders two weeks in advance to ensure timely arrival.
   • A single floor tile supplier was contacted to coordinate delivery of all floor tile material needed nationwide.
   • Plumbing suppliers were contacted in each city to place necessary orders.
   • Countertops were ordered near home office and driven to each facility along with necessary tools and equipment to minimize shipping costs.
2. Coordinating technicians crews to maximize delivery.
   • In order to complete work by the clients deadlines, crews were scheduled in shifts to work around the clock.
   • Day crews complete demolition, followed by nights crews responsible for flooring installation.
   • Following day, shift crews return to fully complete restroom remodeling.
3. Nationwide remodeling project of all locations must be executed within tight scheduling deadlines.
   • Supervisor remains onsite at all times to provide status updates and detailed communication to home office.
   • Supervisor ensures crews operate effectively within schedule constraints, and to coordinate all material delivery.

Summary

Completing this project beyond the client’s expectations required detailed planning and project management to ensure each restroom was completed with minimal disruption.  Resicom listened to the client’s need for customized updates and verified information that each stage of the project was running smoothly.  Resicom creates options for our clients using our structure and communication, and in doing so opens possibilities.

CASE STUDY

A national client for whom we usually provide planned preventative and emergency maintenance experienced an emergency carpentry need when the local vendor usually contracted to handle such situations was unavailable to complete the necessary repairs.  The client entrusted Resicom to provide an exemplary local vendor to perform the work order.  Because of the established, loyal partnership between the client and ourselves, Resicom accepted the responsibility and assured the client it would be completed within the scheduled timeframe and to our client’s high standards. 

Scope

The scope of work needed to execute this project included:

1. Review work order to determine materials needed for project completion.  
2. Educate the dispatched technician on the exact process and expectations of our client. 
3. Audit the job to confirm our high standards were executed.  

Challenges

The constraints of this project included:

1. The emergency job occurred in a location area we have never serviced.
2. Locate an exceptional local vendor to complete this work to client’s high standards within a short time frame and set budget established.
3. Confirm work was complete without physically visiting the location.  

Solution

We understood that the execution of this particular emergency job would take more time and planning than the usual emergency work order from our client.  However, because we have established thorough training modules and exact processes for all technicians, we could be be confident in our ability that the project would be executed to the client’s high standards.

Our solution to this project included:

1. The accepted work order is assigned to a home office project manager. 
2. Located exceptional vendor referrals, utilizing contacts in the project city for recommendations.  
3. A short list of vendors is generated that then participate in screening and dialogue with home office regarding Resicom’s process, standards and expectations.
4. Selected vendor receives the work order from Resicom and is provided with additional information and specifications needed to complete the work order.
5. Resicom confirms that scope and schedule date is understood and establishes parameters for technician to submit information regarding completed project.  
6. Project Manager remains in constant communication with technician to ensure that deadlines will be met.  
7. When job is completed, Project Manager receives photos (per our discussed standards) within 24 hours of the job completion.
8. Project Manager audits project, and confirms satisfaction with appropriate store management.  

Summary

No matter where a work order originates, Resicom is able to execute project completion that is consistent with our standards.  Utilizing the established information and training we have available, Resicom is able to perform our thorough processes efficiently and in rapid response to the emergency work order.  Our client was able to place their confidence in our systematic approach to project management. 

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

A retailer needed a system to secure marketing images at 40 of their stores across the country. The material needed to be consistent at all stores. The project needed to be completed in one night with only 5 days notice.

Scope
The scope of work needed to execute this retrofit included:

1. Meet with client to discuss the project at one of the locations where work was set to be done
2. Develop a system that would meet the clients needs.
3. Remove/handle existing marketing images so as to not damage them
4. Remove existing velcro restraint system
5. Remove all remaining adhesive that was used to hold the old velcro in place
6. Install new velcro in the location designated by the client
7. Reinstall marketing images back to the proper location
8. Begin project immediately after the store is closed and complete before the store personnel leaves for the night

Challenges
The constraints of this project included:

1. Project needs to be completed at all locations nationwide in one night
2. The project was proposed only 5 days before it was set to be completed
3. Project needs to be completed in a 4 hour window from the time each store closed to the time the Manager left for the night
4. Needed to build a project schedule, allocate technicians, receive the specified material, and receive a thorough installation document the day before the work is set to begin

Solution
We understood that our client treated their marketing images as the highest priority and needed them to the look the same after the retrofit as they did before. We also understood that a thorough installation document as well as an on-call representative was needed to complete this project properly. Our plan to execute this project included:

1. Test run at one location 3 days prior to the date set for installation in order to determine the amount of time it would take, the number of technicians needed, identify any additional materials required, and to look for any potential breakdowns that could occur
2. Thorough documentation of the test run (photos, notes, feedback from the installing technicians) to allow for a specific installation document to be created
3. Development of a step by step document with photos and a checklist to ensure the project was executed properly
4. Shipment of the client supplied materials as well as the installation document to each tech to arrive 2 days prior to the install date
5. Develop a thorough schedule with all location information, number of images affected at each location, time that the store closed, etc.
6. Contact Store Managers at each location to inform them of the work set to be done
7. Conference call with all installing techs to ensure all materials were received an all instruction is clear
8. An on-call representative who is fully aware of all aspects of the project and ready to help available the night the project takes place
9. Email photos per our checklist to ensure all items were completed and standards were met
10. Follow-up calls the next day to both the Store Managers and installing techs to verify that the project was completed up to standard and that the store was left in the proper condition

Summary
Projects have deadlines. The key to meeting them is preparing for the project and things that could go wrong before they do. Having a project walk through or test run helps work out the kinks. Through our solution, we were able to successfully execute this project and meet all of the project constraints.

Resicom blends the use of our employees with established partner vendors to successfully execute projects nationwide.  We leverage our buying power and approach travel spend in a manner where it does not impact our client.  Often, it is more cost effective for Resicom to fly its own crew to a project site rather than contract with local vendors.   In order to maximize our travel buying power as well as keep itineraries organized, Resicom created a detailed process for how we utilize and schedule travel.  We rely upon our tried and true method of standard-process-audit to deliver more value.  

Scope

The scope of work needed to complete this project:

1. When a traveling crew is designated for the specific project, all pertinent information needs to be compiled by the project manager including passengers names, location, arrival and departure dates and times.
2. Airfare needs to be booked according to schedule dates of jobs.
3. Car Rentals need to be reserved with size of rental vehicles dependent on size of crew and work scope involved.
4. Hotels need to be reserved, dependent on crew size.
5. Once all travel has been booked an email should be sent to entire crew with all travel information and confirmation numbers.

Challenges

The challenges of this project included:

1. Finding competitive & cost effective rates on flights, hotels, and car rentals to maintain established budget.
2. Last minute changes of flights due to delays or unpredicted changes of schedule.
3. Flight delays can prevent crews from arriving at destination with enough time to acquire all materials from suppliers prior to close of business.  

Solution

We understand that flexibility amongst travel providers will be critical to the success of our ability to service facilities nationwide.  By having a set process in place, we are able to coordinate travel quickly and efficiently, and pass along the cost savings to our clients.  Our solution to this project included: 

1. Choose a preferred vendor for airfare, hotels, and car rentals that offer the most competitive pricing.
2. Maximize all benefits and reward programs from vendors to receive any free tickets, free night stays or free car rental days.
3. Book travel 7 days in advance to secure best fares available.
4. Choose a airline that waives fees for last minute flight changes or cancellations.
5. All airfare, hotels, and car rentals are paid for in advance to minimize ticket counter delays for the traveling crews and to ensure confirmation.
6. Project Manager relays all travel information to crews.  

Summary

Resicom is a company based on standard- process- audit.  An established process for travel allows us to leverage our technicians to complete emergency and preventative maintenance nationwide at minimal cost to our company and clients.