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

How do you respond with quick thinking solutions and resources when a car crashes through a storefront?

Project Summary

A national client who relies on Resicom for routine maintenance and exterior painting called us with a critical facility emergency.  At one of the client’s retail locations, a car had driven right into front of their building, causing tremendous damage to the structure.   The store facility was now exposed to the elements, with the merchandise left unprotected.  The client needed Resicom to react expeditiously so that the store would be sealed, with the facility ready to reopen and resume business in only a few days.

Scope

The scope of work needed to execute this project included:

1. An emergency crew had to be immediately assembled for briefing of project logistics, and to arrive onsite no later than that evening.
2. Crew had to acquire a cargo van to acquire and deliver all the proper material and tools.
3. Crew needed to remove, replace and dispose of damaged metal panels on storefront exterior.
4. Entire storefront needed to be repainted since the new panels are not the correct color.
5. All project execution had to be completed by 10 a.m. the following morning.

Challenges & Solutions

The constraints of the project that were overcome included:

1. At 8 am technicians had already been assigned jobs and were on the road.

1. • The operations department reacted quickly to identify which two technicians are best suited for this particular job.
   • Currently running projects are reorganized with additional manpower reallocated so that project delivery is not sacrificed.

1. The metal siding that is needed can only be sourced from Dallas, Texas.

1. • Our local technician in Dallas picks up the material and drives it to the project site to expedite turnaround.

1. The paint that is needed for the storefront is only available in St. Louis, MO.

1. • The storefront paint was picked up by the crew while in transit to the project location in Little Rock, AR.

1. All company cargo vans were currently assigned to other projects.

1. • The travel department acquired a cargo van for two days from a rental company.

Summary

At Resicom we understand the frustrations that a client may experience from emergency situations. We understand that the execution of projects often requires quick thinking, and flexible, creative options to offer the best possible solution to our client. Taking the initiative to find innovative solutions, particularly in emergency situations, is what we strive to do so that our client can get back to normal with their facility re-opening as planned.

CASE STUDY

When the very floor becomes a safety concern, how can emergency maintenance rapidly return a facility to normal?

Project Summary

A retailer discovered a high traffic area in the store were the wood floor was buckling prompting immediate on-demand maintenance.  Normalcy at the facility was disrupted because of the possible tripping hazard that now existed.  Resicom was contacted to execute repairs to the flooring.

Scope

The scope of work needed to execute this project included:

1. Arrive within 1 hour of request to assess repair work, prepare scope and take photos.
2. Secure area so it is restricted from all pedestrian traffic, deterring tripping hazards.
3. Remove section of flooring to determine the source of the buckling.
4. Update client as to extent of repairs and replace damaged flooring.

Challenges & Solutions

Completing this project would require immediate action.  The facility could neither operate in a state of having a section of the store blocked off, nor could it allow a potential safety threat to staff and guests.  The constraints of the project that were overcome included:

1. The damaged area of the floor is a potential tripping hazard to staff and guests.

1. • Upon arrival, area to be repaired is immediately sectioned off with caution tape to deter walking over uneven flooring.
   • Damaged flooring is temporarily secured with nails as a tripping precaution.
   • The crew will systematically work in marked off sections to have the least impact on the customers’ ability to access merchandise and move through the store.

1. Manufacturer information for replacement flooring is not available from client.

1. • Small section of flooring is removed from store and brought to local flooring suppliers to source proper replacement material.
   • Technicians are dispatched to pick up replacement flooring from several local suppliers to ensure that enough quantity is on hand to complete the repairs in one evening.

1. Determining source of buckling needs to occur during normal business hours.

1. • Small section of the flooring is removed to determine cause of buckling, and a temporary piece of wood flooring is installed there is are no open holes or gaps.

1. All repair work must be completed after hours.

1. • Crew returns that evening and completes all replacement to wood flooring prior to reopen of business the next day.

Summary

We understood that the execution of project was unique because we were working during business hours.  Resicom was confident that detailed project management and organized execution would not have adverse effect on the retailer’s daily revenue.  Regardless of working conditions or environment, Resicom is able to coordinate project completion that returns facilities to normal.

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 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

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.

CASE STUDY

A retailer introduced a new concept store. The initial roll-out was four stores, each of them high profile. Separate general contractors had been hired to build them. A problem developed at one location when the retailer wanted to institute their preventative maintenance program. When the client sent in their maintenance contractor to touch up, the specified paints did not match. This maintenance contractor told the retailer that they needed to repaint the store to the current spec because there was no way to figure out what material was used, therefore, there was no way that areas could be touched up. We were called in for a second opinion.

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

1. Create options for the client
   1. Find out what material was originally used so that a plan can be developed using off spec material
   2. Provide pricing to repaint the store up to the correct spec
2. Supply and store appropriate material per direction of client to maintain this store

Challenges
The constraints of this project included:

1. This was a high profile store that needed to be corrected immediately.
2. The relationship between the retailer and the general and painting contractors had soured and therefore the contractors were not cooperative.
3. Our client had no leverage to backcharge the original contractors to repaint the store. The money needed to correct the problem was not budgeted for, so it needed to go through a longer approval process.

Solution
We understood that our client was in a difficult situation and that we needed to create options for them. Our solution included:

1. Contacting the general contractor and painting contractor to get the necessary information. They were adamant about not helping us. We pleaded with them. No information was given.
2. Finding out more about the painting contractor. We found out where they were based and where they performed work.
3. Visiting all the nationwide and local paint supply companies within 20 miles of the mall and to ask if they have any paint spec for this job.
4. Finding a small paint store near the mall that had draw downs for all the surfaces. The material used was not what the retailer had specified. They were close color matches using different materials.
5. Ordering small quantities of all of the products to test them in the store on the surfaces that needed to be touched up.
6. Reviewing the specified material to look into sourcing it in case the client wanted to repaint it. We found out, unbeknown to the client, that this material was a specialty product that was produced and distributed out of only one location in the country, despite the manufacturer having many locations nationwide. We informed the client of this situation and the potential difficulty it presented on a go forward basis.
7. Testing the off spec materials to ensure they matched.
8. Providing costs on both options to the client.

Summary
Clients and vendors need to have a partnership type of relationship. In a true partnership, each side will dedicate themselves to helping the other. We could not accept that our client was out of options. There was no way of finding out what paint was used was not an acceptable situation for us, regardless of the soured relationship between the client and their original vendor. We tried first to reason with the painting contractor. Once that did not work, we did a little reconnaissance work to find out where he purchased the material. In the end, we were able to give our client the information to make their decisions. We were able to give them options.

CASE STUDY

A retailer approached us with a challenge they had been dealing with for quite some time. The placement of merchandise tables throughout the store was very specific and not happenstance. Specific distances from walls and walkways are necessary to enhance the shopping experience, but the day-day operations of the stores would inevitably result in misplacement. Our challenge was to create a solution to keep large merchandise tables stationary, while providing the ability to remove them for floor service and relocating them once complete in the exact same location.

Solution
Installing a mechanical fastener was not an option, as this would actually damage the floor and table, in addition to create a visual impact that had to be avoided.

After some thoughts and testing in our studio, we developed a fastening system that used a patented velcro-style hook and loop pads. These pads were custom cut and were installed to the floor using an adhesive which could be removed without damaging the floor. The bottom of the table legs were installed with the complementary pad directly to the table glides. Once the table was placed, it could be moved easily by 2 people, but not by 1 person. Since the placement of the pads on the floor remains when the tables are moved for floor service, they served as a template to return the store to its intended layout.

CASE STUDY

A retailer had a unique flagship location in downtown of a major city and wanted to decorate it for the holidays. The store had a three story storefront visible on Chicago’s Magnificent Mile and the client wanted to draw attention to the store more dramatically than they had ever done before.

Scope
The scope of work needed to execute this Holiday Decoration Plan included:

1. Furnish and install live spruce garland to canopy and stair banisters and balconies
2. Furnish and install live wreaths in all windows
3. Paint designated walls with the specified holiday colors
4. Change the illumination of the storefront and canopies from white to red

Challenges
The constraints of this project included:

1. Project needed to be completed in one day
2. Need to coordinate with team of busy people including the Director of Visual Department, Director of Design Department, Store Manager, Stockroom Manager, the Facility Manager, Electrical Technician, and Paint crew
3. Project involved exterior work that needed to be approved and planned and approved through the city building department
   

Solution
We understood that to execute this project properly we were going to need to develop a well thought out plan. The time constraints did not allow for any recovery. Multiple parties had different focuses of the project. Our plan to execute this project included:

1. Collaboration with each stakeholder to understand their goals, concerns and constraints regarding the project
2. Designing a process to execute the project with consideration to each constraint
3. Coordination of placing the order and receiving the delivery of the live spruce garland and wreaths with Stockroom Manager and the removal and replacement of sales merchandise with Store Manager.
4. Coordination of the paint crew and electricians to work overnight, finishing with enough time for the store to re-merchandise areas of work
   
5. Real Time submittal of photos to visual team to ensure the intended look was achieved. This was completed while the installers were on-site, eliminating return trips.

Summary
Many projects involve many different parties. We believe interviewing each stakeholder to get a clear understanding of their situation is vital to developing a solution. Once we establish what the standards are, we work towards developing a process that will meet that standard, taking into consideration the constraints each stakeholder has given us. And finally, we audit the work completed and ensure that it meets the standards, supported with photos and documentation.

CASE STUDY

A national retailer had heavy 8′x10′ marketing frames that held marketing materials that were changed quarterly. Each time these frames were removed to change the marketing media, the exposed wall surface above the frame was damaged and required repainting. We were brought in to develop a solution that would keep the the marketing frame and wall up to the brand standard.

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

1. Met with the client and listened to their needs
2. Established a list of intentions of the project
   1. Limit the amount of money to be spent on repainting walls due to marketing change by creating a system that did not damage the wall during removal/re-installation
   2. Ensure that the marketing frame is always level
   3. Ensure that the marketing frame is always centered and in the proper position
   4. Ensure that the marketing frame is secure, but not permanent
3. Develop a removal and re-installation procedure to be followed by all installers
4. Develop a pricing and timing schedule to roll out the project cost effectively

Challenges
The constraints of this project included:

1. Client needed to realize a return on investment within a short amount of time
2. Client needed to meet all intentions of the project or the project would not move forward
3. Client needed to complete project during store hours to eliminate expense of security
4. This national roll-out needed to be completed within 30 days

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. Designing a two piece mounting system that met all of the clients intents and recouped investment in the first year
2. Developing a step by step installation procedure with photos
3. Developing an audit checklist to ensure mounting system was properly installed
4. Manufacturing the mounting system
5. Developing a step by step installation procedure for store personnel to follow when they change out the marketing media

Summary
Many of the design elements of a store are created to enhance the shopping experience and reinforce the branding efforts of the retailer. There are times when these elements create on-going maintenance expenses. When requested, we work with the client to develop a re-engineered solution that drives down costs and meets the approval of the visual department. This is creative thinking helps us deliver great value and expertise to our clients.