Soft Services Management
Introduction
Soft Services Management was formed to bridge the gap
between the Client and the Contractor.
Most organizations have their own Purchasing or Facilities Team.
We are not there to replace them, but to enhance what they do in
Soft Services with our dedicated experience.
We as an organization have well over 50 years collective
experience in the Soft Services Market place. We also have
individuals onboard who are specialized in all the elements of Soft
Services.
We have many and varied Clients ranging from Nuclear Power
Stations, 5 Star Luxury Hotels, Sports & Leisure Centre’s,
Financial Institutions, Children’s Nurseries and many more.
You will notice that we operate 2 Business Models, but this does
not restrict us from looking at other parts of the business and
treating them as single entities, which we have done on behalf of
many Clients.
The majority of our existing clients were extremely skeptical with
regards to using our services as they believed they could handle
their Soft Services internally. But our initial meeting which is cost
free proved otherwise.
We fully recognize, particularly in this day and age, that you have
to be cost effective. We are extremely cost effective in everything
that we do, and with many of our Clients we have made
significant cost savings, not only in Year 1, but consistently
throughout the Contractual Period.
Soft Services Management
Business Model (1)
Soft Services Management would carry out an audit of your current
service levels and costs prior to advising on the best way forward.
Draw up a specification that would meet your requirements and
budgetary needs and agree it with you.
Agree the timescales for the tendering process and commencement date
of any new contract.
Advise on the contractors to be invited to tender although you as the
client have the final decision.
Prepare all tender documents and send them to the prospective
contractors. We would deal with contractors who invariably contact you
asking for appointments or opportunities to tender.
Manage the site survey with the contractors and deal with queries from
contractors.
Carry out all tender evaluations and make the recommendation on
award of contract. Again you have the final decision.
Arrange presentation meeting with proposed supplier.
Agree the contract implementation plan.
Ensure the hand-over is smooth and complete.
Set up helpdesk and reporting procedures.
Quality control procedures put in place with client and contractors.
Invoicing agreed with client either single site invoicing or consolidated.
Manage with Client throughout contract term.
Soft Services Management
Business Model (2)
Soft Services Management would carry out an audit of your current
service levels and costs prior to advising on the best way forward.
Draw up a specification that would meet your requirements and
budgetary needs and agree it with you.
Agree the timescales for the tendering process and commencement date
of any new contract.
Advise on the contractors to be invited to tender although you as the
client have the final decision.
Prepare all tender documents and send them to the prospective
contractors. We would deal with contractors who invariably contact
you asking for appointments or opportunities to tender.
Manage the site survey with the contractors and deal with queries from
contractors.
Carry out all tender evaluations and make the recommendation on
award of contract. Again you have the final decision.
Arrange presentation meeting with proposed supplier.
Agree the contract implementation plan.
Ensure the hand-over is smooth and complete.
Set up helpdesk and reporting procedures.
Quality control procedures put in place with client and contractors.
Invoicing agreed with client either single site invoicing or consolidated.
Hand Back To Client After 3 Months.
Soft Services Management
Our Definition Of
Soft Services
Soft Services Management
Soft Services
•
General Cleaning - Day cleaning, Night cleaning, Janitor service.
•
Deep Cleaning - Carpets, Hard Floor sealing, High level.
•
Window Cleaning - Low rise, Multi Storey, Cradle, Abseiling.
•
Kitchen Cleaning - Walls, Floors, Equipment, Ductwork, Canopies.
•
Washroom Services - Air fresheners, Water Sanitising..
•
Consumables - Toilet Tissue, Paper Towels, Soap, Waste sacks.
•
Cleaning Materials - Chemicals, Mops, Buckets, Cloths, Equipment.
•
Pest Control - Planned or Ad-hoc Maintenance.
•
Grounds Maintenance - Lawns, Edges, Paths, Beds, Roads.
•
Feminine Hygiene - Sanitary Towel Bins, Dispensing Machines..
•
Painting and Decorating - Internal and External.
Soft Services Management
Clients Benefits
• An experienced industry arm working alongside you.
• Improved quality.
• Management time released to concentrate on
core business.
• You have Total control.
• Tailor made management information.
• Potential direct cost savings
• Potential indirect cost savings.
• One single contact point.
Soft Services Management
Just a couple of brief Case Studies to read…
The Grove Hotel
Case Study
Golf & Luxury Spa
London’s Country Estate
We started at the Grove by analysing their current costs and cleaning standards. We found that the
costs were very high and the standards in some areas below the expectation of a 5 star hotel. With
these findings the Grove then decided to appoint our company to drive the re-tendering process.
There were no clear specifications or quality audit procedures; we therefore wrote an in-depth
cleaning specification for all areas including day time kitchen porters and the specification could also
act as a quality audit system.
We pre-qualified 12 potential contractors of which 8 met the pre-qualifying criteria that we had laid
down; this was on financial stability, management and experience within the industry.
The potential contractors were then supplied with a copy of the tender document on disc prior to the
site surveys being carried out; we in SSP fielded any questions relating to the tender document.
The potential contractors were split into two groups and we conducted the site surveys over a 2
night period starting at 11.00 pm and working through the night to avoid inconvenience to any
guests. The potential suppliers were shown all areas that were included in the tender document so
that they could familiarise themselves with the expectations of the hotel.
We organised second visits for those contractors who felt they needed to revisit some of the areas
and become more familiar with them; again this was conducted over night through to the early hours
of the morning.
The potential contractors were then given four weeks in which to return the completed tender
documents. We in SSP handled all of the questions from the contractors within that period.
A day and time was specified for the tender return they were all opened at the same time by the
Grove management and SSP. SSP then took the discs away and then analysed and prepared
spreadsheets on each of the potential contractors.
Having analysed the tender returns the Grove management and SSP then eliminated four of the
potential contractors leaving four contractors on the short list.
Each of the short listed contractors was then invited to a question and answer session based on
their tender return and also their ability to manage such a prestigious contract.
After the short list interviews we then selected the successful contractor who had given us more
cleaning hours and supervision along with full time site management and delivered in substantial
cost savings.
The successful contractor was then invited to sign a three year fixed priced contract.
The Grove Hotel
Case Study
Golf & Luxury Spa
London’s Country Estate
References
•General Manager - Jonathan Critchard
•Executive Housekeeper - Amelia Lawrence
•Back of House Manager - Abigail Jones
Soft Services Management
Example of a Building Society
Case Study: Before
350 Branch Locations
18 Main Buildings
6 Services
Daily Cleaning
186 Contractors
Window Cleaning
214 Contractor
Pest Control
8 Suppliers
Consumables
219 Suppliers
Feminine Hygiene
2 Suppliers
Waste Management
64 Supplier
Total Suppliers
693
Total Invoices Per Month
741
Case Study: Once Rationalised
350 Branch Locations
18 Main Buildings
6 Services
Daily Cleaning
5 Contractors
Window Cleaning
4 Contractor
Pest Control
1 Suppliers
Consumables
1 Suppliers
Feminine Hygiene
1 Suppliers
Waste Management
5 Supplier
Total Suppliers
17
Total Invoices Per Month
17
205 Torrington Avenue,
Coventry,
Warwickshire
CV4 9UT
Tel:
02476 473032
Fax:
02476 422532
Julie.e@soft-services-management.co.uk
www.softservicesmanagement.co.uk
Julie Edmunds
Manager SSM