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From the Inside Out
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A blog specifically created for RFMA intended to provide pertinent information on protecting company assets.

 

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Vendor Management and Performance

Posted By Jeff Dover, CRFP, RFMA, Wednesday, January 4, 2017
Updated: Tuesday, December 13, 2016

Hello RFMA members,

Happy New Years to everyone. Hope you all had a safe and wonderful Holiday Season. Well, 2017 is here and I'm sure you are off to the races as usual. Something to consider as the year begins is Vendor Management. How are your vendors performing? Does your situation call for changing some of the contractors? Due to the large amount of responsibilities FM have, it's time consuming to grade, rate, and find replacement or new vendors.You probably only hear of problems thru Operations or accounting personal. How often, if any, do your contractors get rated for performance? If you have a CMMS, performance measures should be completed for each service ticket prior to approving the invoice. If you do not employ a CMMS, do you have a system in place to measure performance? If not, a simple 5-7 question survey can be created and sent to your store managers and area directors for their input. Keeping it basic will ensure it is completed in a timely manner. Questions can be rated on a 1-5 point scale and should include basic information such as:

- The timeliness of the call

- The quality of repair, including any callback(s) and general clean up of the area where work was performed

- Accuracy of the service ticket/report

- The overall appearance and attitude of the service tech

- Did the tech accurately communicate the issue and repair required.

- Did they offer any specific training on equipment care and troubleshooting

The survey results should be shared with the vendor on a periodic basis. In most cases, they are doing their own internal reviews and should welcome the feedback from their customers. Continued feedback between you, the contractor and operations keeps everyone informed and encourages all to work together.

Don't be afraid to reach out to some of your peers within RFMA to discuss. No need to "reinvent the wheel" when these types of performance surveys have already been created and in use by other facility professionals. Any comments would be appreciated.

Dover and out.

 


Tags:  performance surveys  service reports  service technician  vendor management 

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Austin Benchmarking Event

Posted By Jeff Dover, CRFP, RFMA, Friday, December 9, 2016

Hello RFMA members,

Just returned from a great Benchmarking event in Austin hosted by Jay Andruk, CRFP and Carl LeBoeuf, CRFP of K&N Management. They were moderators discussing Vendor Management along with Kim Battle of Pluckers Wing Bar heading up a CMMS (Asset Management) discussion and Daniel Osborne of Alamo Drafthouse Cinemas moderating a talk on Energy Management. Several restaurant facility professionals from the greater Austin area attended and were fully engaged.

CMMS discussions centered on the different companies that provide the systems along with how they operate within the framework of store operations, facility decision makers, and corporate accounting. The different methods of asset tagging were discussed along with the data associated with each asset. Warranty service calls were addressed which shows one of the greatest benefits of utilizing a CMMS.

The Energy Management highlights were how to train store operations in understanding energy management in their restaurants. Different BMS (Building Management Systems) were discussed and the methodologies for for energy control. Specific areas of energy saving centered around HVAC and lighting controls. Everyone agreed that Operations "buy-in" along with some types of adjustments that managers control in the store were the keys in maximizing utility savings.

The Vendor Management discussions centered on what types of vendors everyone was using, i.e., national, regional, local, etc. Partnering up with vendors that bring "added value" seemed to be of great importance to the group. Decision points (relationships, contracts, past issues, etc.) on selecting vendors were talked about at length. Managing your vendors, along with performance scorecards and regular communication between parties was also bounced around.

It was a very informative day and I'm looking forward to the next Benchmarking session in Washington DC on January 25th. You should check it out.

Dover and out.

Tags:  Benchmarking  CMMS  EMS  vendor management 

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RFMA Activities

Posted By Jeff Dover, CRFP, RFMA, Wednesday, October 14, 2015
Updated: Friday, October 9, 2015

Hello RFMA members,

It's been a busy last few weeks for everyone here in the RFMA office. We had a Benchmarking event hosted by John Getha at Wendy's headquarters to discuss Vendor Management, CMMS, and Asset Management. Several individuals were present representing Fazoli's, Frisch's, Taco Bell, White Castle, Brio/Bravo, and Steak Escape. Great information was shared and discussed by the group. The Benchmarking events are designed to share facilities related information to help other facilities professionals in their job responsibilities. It works out well for individuals looking to invest in different programs by utilizing the work and efforts already completed by their peers. The event is free and last only 2-3 hours and should not required an overnight stay. I highly recommend attending these in the future.

Debi Kensell and I also attended a Wendy's Franchisee Conference in Orlando, having a booth to drive new franchisee membership. Wendy's put on a great show. The foot traffic at our booth was fantastic. We are hoping to increase our restaurant membership substantially. Also, one of our own Wendy's members, Jim Morrow, was presented with The Dave Thomas Leadership Award, which is usually given to an Operations employee. His commitment to the brand did not go unnoticed. Congratulations to Jim!!

This week. Tracy and Heather are in Las Vegas for the FRANMAC Convention hosting a booth to hopefully gain new members. We (RFMA) are always striving to gain additional facilities professionals. If you know anyone in your Brand (company or franchise) that is not a member but should be, please let us know and we'll be glad to reach out to them.

RFMA is also hosting member meet up's in New Jersey on Oct. 20th, Louisville on Nov. 12th, and Scottsdale on Jan. 21st. Feel free to register thru the website.

Have a great rest of the week!

Dover and out.

Tags:  Asset management  Benchmarking  CMMS  franchisee  Vendor management 

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