5 EASY STEPS TO A
SUCCESSFUL KITCHEN
CFESA Presenters:
Tina Reese
Todd Maxwell
MAFSI Presenters: Jeff Hessel
Ray Ward
NAFEM Presenter:
Tom Van Der Bosch
NEED EQUIPMENT SERVICE?
WWW.CFESA.COM
What is CFESA? The Commercial Food
Equipment Service Association is the trade
organization of professional service and parts
distributors. With over 450 members
representing all 50 states, Canada, Mexico
and Puerto Rico, our members stock OEM
parts – the best for any equipment. CFESA
Certified Technicians will deliver a higher first
time fix rate, thereby keeping downtime to a
minimum. With nearly 3,000 CFESA Certified
Technicians, there is a qualified technician in
every area.
CFESA’S Vision Statement:
The Vision of the Commercial Food Equipment Service
Association (CFESA) is to be a leader in the foodservice
industry. The Association and its members will be
recognized as professional, forward thinking and customer
oriented.
CFESA’s Mission Statement:
The Mission of CFESA is to anticipate trends and provide
services and education to raise standards of performance,
help its members meeting the challenges of the industry
and ensure customer satisfaction.
Need Information on Equipment?
WWW.MAFSI.ORG
What is MAFSI? The Manufacturers’ Agents
Association for the Foodservice Industry is a nonprofit trade association of foodservice equipment,
supply, tabletop and furniture manufacturers’ sales
representatives. MAFSI thrives with more than 350
member companies in the U.S. and Canada
representing 2,000 sales and marketing
professionals, manufacturing executives and others.
MAFSI members sell 90% of all the name brands in
the industry buys and are a major force in the
commercial foodservice equipment, supply, tabletop
and furniture industry.
MAFSI’s Vision Statement:
The Vision of MAFSI is to have all industry
partners recognize and understand the role
and value of the independent
representatives and for the representatives
to be compensated accordingly.
MAFSI’s Mission Statement:
The Mission of MAFSI is to promote the
professionalism and continued growth of
the manufacturers’ representatives’
function worldwide.
OVERVIEW
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The manufacture and distribution of
foodservice equipment in the U.S. is an
$8 billion industry.
There are an estimated 875,000
foodservice operations nationwide.
An estimated $475.8 billion will be spent
in foodservice operations in 2005.
46% of all operator’s equipment budgets
will stay the same for 2005, 36% will
increase and 18% will decrease.
OVERVIEW
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“Full Service” and “Fast Food” restaurants
account for approximately two-thirds of
all foodservice spending.
38% of all operator’s F&B budgets will
stay the same for 2005, 55% will increase
and 7% will decrease.
Toaster and Fryers will be the two primary
cooking equipment purchases in 2005.
Steamers, Ovens and griddle/grills will
follow toaster and fryers as primary
cooking equipment purchases in 2005.
FOODSERVICE INDUSTRY PARTNERS
WORKING FOR THE CUSTOMER
NAFEM – North American Association of Food
Equipment Manufacturers (600 members)
MAFSI – Manufacturers’ Agents Association for the
Food Service Industry (350 members)
FEDA – Foodservice Equipment Distributors
Association (300 members)
FCSI – Foodservice Consultant’s Society International
(800 members)
CFESA – Commercial Food Equipment Service
Association (400 members)
Association Vision/Mission Statements
NAFEM’s Purpose Statement:
Provide leadership to improve the global foodservice
experience.
NAFEM’s Mission statement:
By 2006, we will transform our membership in the
spirit of globalization, while preserving our values and
growing our brand.
Association Vision/Mission Statements
FEDA's Mission Statement:
The Foodservice Equipment Distributors Association
(FEDA) is the nationally recognized association for
foodservice equipment and supplies dealers.
FEDA’ s mission is to promote and protect the
best interests of the dealers and to provide
representation, education and management tools
specifically tailored to the needs of today’s dealer,
enabling them to better serve the foodservice
operator.
Association Vision/Mission Statements
FCSI’s Mission Statement:
To promote professionalism in
foodservice and hospitality consulting
while returning maximum benefits to
all members.
Additional Industry Links
Buying Groups – A group of dealer
companies who have formed to consolidate
their purchasing influence with
manufacturers.
Broadline Distributors – (e.g. SYSCO and
U.S. Foodservice) Companies that
manufacture and distribute consumable
goods and/or supplies used by operators.
FROM PURCHASE TO
INSTALLATION
Manufacturers Representatives
Equipment Manufacturer
Buying
Groups
Wholesale
Distributors
Dealers
Consultants
OPERATORS
SERVICE COMPANIES
GLOSSARY OF TERMS
Installation-Placing equipment in the
location designated on plans. This includes
leveling and connection of all necessary
utilities services (gas, electricity, steam,
water, etc.). Commonly called “hook-up.”
Start-Up-Verification and testing of proper
equipment installation and related building
support systems.
GLOSSARY OF TERMS
Demonstration is end user training on
proper use and care for the equipment.
This also involves maintenance procedures
for long, trouble-free lifetime of equipment.
Performance Check occurs after equipment
has been in use for a trial period. This
involves verification that equipment is
performing according to the manufacturer’s
standards and specifications as designed.
Service Glossary of Standard
Terminology
Response Time is calculated as the number of regular
working hours the service company takes between the
time the call was placed at the service agency and the
time when the technician arrived at the location for
service. For statistical purposes, it should exclude
emergency or scheduled service calls.
Clear Communication is an ETA, status of repair, next step
to follow, define if warranty or non- warranty, labor rate,
overtime, estimate if requested along with
recommendation by/to any appropriate party.
First Call Fix is defined as the reported complaint is
completely repaired on the first trip. No return trip is
necessary.
OEM Parts are parts sold directly or indirectly by the
Original Manufacturer of the piece of equipment.
Chain of Events
1.
2.
3.
4.
Operator contacts a consultant to
develop a project in detail.
Architects/Engineers develop a design.
Consultant works with Manufacturers’
Rep to select the best equipment.
Dealer works with equipment and
installation needs, contacts the
manufacturer and generates a bid.
Chain of Events
5.
6.
7.
8.
9.
Consultant and Operator evaluate the
bid.
Consultant negotiates alterations to
the bid with the Dealer.
A contract is awarded.
Installation begins by the Dealer or
Subcontractor.
Consultant determines if everything has
been installed according to contract.
Chain of Events
10.
11.
12.
13.
Dealer assures Operator has complete
set of manuals along with warranty
information.
Manufacturers’ Rep conducts
demonstration.
An Inspection is conducted by the
Authorized Service Company.
If or when problems occur, Operator
contacts Authorized Service Company
using owner’s manual and phone
numbers. (www.cfesa.com)
WHO DOES WHAT?
OPERATOR
 Establish requirements
 Clearly document concept and
requirements
 Listen to the advice of the professional
team and make adjustments when
advised
 Be prepared to ask questions and
communicate
 Learn to read blueprints and understand
specifications
WHO DOES WHAT?
OPERATOR (Cont.)
 Encourage cooperation among all
participants
 Ensure my employees understand
operation and maintenance procedures
 Know how and when to contact the
Authorized Service Company
(www.cfesa.com)
 Always request OEM parts
 Demand satisfaction
WHO DOES WHAT?
CONSULTANT
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Works with the Operator to develop the
project in detail
Ensure specs and contract requirements
are met from start to completion
Solicit and advise Operator on bids,
contracts and construction schedules
WHO DOES WHAT?
CONSULTANT (Cont.)
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Assemble statistical and financial
information
Work closely with Architects and
Engineers
Negotiate with Dealers and Contractors
Identify potential problems
Serve as management advisory
throughout the entire process
WHO DOES WHAT?
DEALER

Verify all utility requirements before placing
equipment order
Order equipment according to specs
Advise Operator of warranty terms

May provide start-up and demonstration
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WHO DOES WHAT?
DEALER (Cont.)
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May install or sub-contract according to
manufacturer’s instructions
Calibrate controls and minor adjustments
Advise Manufacturer when warranty term
begins
WHO DOES WHAT?
MANUFACTURERS’ REP
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Provides current information on
equipment pricing and code
requirements
Assist in writing quotes and making
proposals
Maintain close contact with the Operator
Provide Operation, Training and
maintenance education
WHO DOES WHAT?
MANUFACTURER
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Provide up-to-date product information and
specs to Rep
Ship equipment in a timely manner and
according to contract
Provide warranty information, instructions
and manuals on equipment
Provide contact information for Authorized
Service Company
WHO DOES WHAT?
MANUFACTURER (Cont.)
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Communicate to Operator proper operation
and maintenance procedures
Ensures proper installation, demonstration
and inspection
WHO DOES WHAT?
SERVICE COMPANY
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Main contact upon project completion
May provide installation services
Provides timely service response by trained
and qualified technicians
Maintains an adequate supply of inventory
replacement parts
WHO DOES WHAT?
SERVICE COMPANY (Cont.)

May provide training on proper use and
maintenance of equipment

May provide preventative maintenance
programs

May provide installation of equipment
ADDITIONAL INFORMATION
For a complete list of Service
Companies across the U.S. and
Canada, visit www.cfesa.com
For a complete list of Manufacturers’
Representatives, visit
www.mafsi.org
QUESTIONS & ANSWERS