VENDOR PERFORMANCE CASE STUDY
An Analytic Model of How Vendor Performance Impacts Your Portfolio
Managing your suppliers’ capabilities to meet the extensive demands of large multi-site portfolios is a task that requires strategic planning and monitoring.
Case in point, if a current national partner is not meeting the specific details of the scope of work or there appears to be an inconsistent level of service, the right move should be to reexamine your associated vendors and your approach to how you want the work executed.
Ultimately, the entire program’s success rests in the hands of those who are setting the program guidelines and ensuring the right vendor partners are delivering to expectation.
A multi-site client in the Senior Living industry with more than 500 properties had an on-going maintenance issue relating to their irrigation systems.
After 3-years in their current contract, they still lacked visibility into which properties had irrigation systems and which systems were operational. The client also wanted to streamline their spending to increase a more focused fiscal strategy for their entire portfolio.
When re-assessing your portfolio, the best advice is to engage with vendor partners who have the experience and resources to deliver a complete service solution. Taking this approach provides a more exact path to a long-term solution for your entire landscape program.
When we first were approached, our preparation for evaluating the client’s situation involved setting up pre-RFP meetings with the Ferrandino & Son Landscape Team.
We outlined a more strategic approach to managing their irrigation system, including a more comprehensive site audit process.
Also, we developed a custom budget that outlined both capital repairs and on-going maintenance and included a more transparent reporting process that emphasized a higher cadence around each system’s status.
Based on our preliminary strategic outline, the client awarded their entire portfolio for routine landscape services and irrigation management.
Within 60 days of service startup, we identified 93% of the properties had irrigation systems, but only 68% were fully operational.
We then provided a maintenance strategy that allowed the client to budget out the maintenance costs over the first season resulting in 92% of their properties being fully functional.
The remaining properties required more extensive capital improvements. Thus we incorporated that workload into their more considerable capital landscape improvements as part of an overall remodel program.
Identified 73.12% of problematic systems within 60 days of service implementation
Streamlined maintenance budget resulting in 92% of property functionality
Condensed outlining repairs into an overall remodel program
The results finalized an improved Brand image through a healthier landscape objective.
Our program helped revamp the client’s confidence to reaffirm the correct quality of services they were paying for and supported a reduced total capital expenditure for their irrigation.
Due to an improved process of maintaining their systems by executing minor real-time repairs, the client re-assessed their portfolio with ease and strengthened their Brand’s appeal for years to come.