Page 1 A Presentation by ServiceMaster Clean
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Page 1
A Presentation by
ServiceMaster Clean
Page 2A SIS Group Enterprise
A brief on SIS, India Group and
Corporate
Why Service Master Clean ?
A brief on Service Master Corp, US
(SMC)
Service
Excellence
SIS-SMC
Partnership
Page 3A SIS Group Enterprise
Asia Pacific’s largest manpower Security Company (INR 2000 crores )
Pioneer in Security Services industry (since 1974)
Over 4500 blue chip customers
Over 55,000 permanent employees
Operations across India and Australia
Professionally managed with an entrepreneurial culture
Significant investments in infrastructure and development of human resources Established track record of financial and business prudence
Comprehensive range of business support services – Specialised divisions for each service vertical
Page 4
Fortune 500 company
ServiceMaster Clean is part of the ServiceMaster family of brands, one of the world’s largest and most versatile service networks.
Incorporated in 1947, Service Master Clean employ over 40000 people A Leader In Environmentally Friendly “Green Cleaning” Practices
A Six Sigma Company Dedicated to Continuous Improvement
ServiceMaster Clean serves customers through a global network of franchises. More than 4,500 franchise locations around the world
SMC provide janitorial services, commercial carpet cleaning, hard surface floor care, residential carpet cleaning and upholstery, and disaster restoration services
Page 5 A SIS Group Enterprise
ServiceMaster Clean (SMC) with Security and Intelligence Services (SIS) Group together create exciting new growth opportunities.
SMC commitment to quality, state-of-the-art technology solutions and an excellent customer service model
SIS’s existing customer base, geographical footprint, expertise in recruitment and training and customer relationship, extend service portfolio and offer end to end business support services to customers in India.
With
With this association, we position ourselves uniquely as a “Highly automated cleaning company” and intend to emerge as a leader in the cleaning and facility management business in India.
Our ability is to tailor services to meet your specific service or scheduling needs, and at the same time make these services affordable
A SIS Group Enterprise
Page 6
SIS has entered into a Master License Agreement with the Service Master Company which gives SIS the exclusive license to operate a Cleaning Business in India using the ServiceMaster brand identity and business processes
This Agreement enables SIS to
– Use the Trademarks – Use the Service Master clean processes and services in India– Access Supplier relationships– Access patented ServiceMaster Clean technology including Chemicals and Consumables– Access IT applications and the right to customize them to suit local requirements– Access Training (including for Key Management team)– Access new technologies through continuing research and development work being carried out
by ServiceMASTER.
SIS and Service Master
Page 7
Organization Structure (National level)
President
Vice President
Regional ManagerWest
Technical Manager Resource Manager
National Quality Assurance Manager
BD and Sales Manager (Sales &CRM)
Senior Regional ManagerNorth
Regional Manager East
Senior Regional Manager South
Education & Training Manager
Finance Controller Head -Human Resource
Page 8
Commenced operations in 2008 after creating required infrastructure and organization
Started off as a business division of SIS India
Formed into a subsidiary company in March 2009
Operating from 22 cities using dedicated SMC personnel operating from the SIS India branches utilising existing infrastructure
Over 100 Customers including Bajaj Alliance, IBM, TATA Motors, IIT, Reliance . Firstsource , SBI Life Insurance.etc
Employees – 2000
Total Area under coverage – 20 mn sq ft
Ready and available infrastructure from SIS parent company
Key Operational Metrics
Page 9A SIS Group Enterprise
Manpower
Basic Green ChemicalsOffice/ Small establishmentsCapture and Removal
Special Equipment
Special Chemicals and Products
Janitorial
Executive/ Non Executive StaffPantry Boys
Font Office Staff
Page 10
Value Proposition
SMC provides a cleaning program specifically designed to meet client’s needs based on;
The size (square footage) and type of building being cleaned,
The scope and frequency of cleaning that is required,
Accommodation for specific service levels required by the customer
Regular cleaning methods and procedures will be based on;
Preventive Cleaning- consisting of 60-80% of the staffing and costs directed at maintaining a high quality of regular daily appearance i.e. dusting, rubbish removal, spot clean, restroom cleaning.
Corrective Cleaning- consisting of 20-30% of the staffing and costs directed at improving the quality in areas requiring less than daily services i.e. Glass cleaning, detail cleaning, high dusting.
Salvage Cleaning- consisting of 5-15% of the staffing and costs directed at major cleaning of areas where quality is poor of emergencies have occurred.
Page 11
Efficiency and effectiveness of the cleaning methods and practices will be delivered through the following four processes;
Functionalization- who should clean what/geographic functional distribution of work.
Rationalization- scheduling of cleaning at the optimum time using the most efficient methods based on the flow of traffic, and the use of the space.
Modernization- using modern and efficient tools to maximize speed and effectiveness.
Mechanization- using machines where and when necessary and appropriate.
Value Proposition
Page 12
Quality of output will be the primary focus of the cleaning service, and it will be delivered and monitored using the following tools:
Written Employee Work Schedules- Each production position will have a written schedule outlining the daily duties and areas of responsibility for that position.
Regular Supervisory Inspections- Each Supervisor will be required to complete a written inspection of one of the areas supervised each day.
Manager Inspections- Each manager will be required to perform a regular routine of documented inspections.
Customer Service Questionnaires- Regular surveys will be taken to assess customer satisfaction levels throughout the facility.
Regular Customer Review- A meeting will be held on a regular basis between SMC and the customer’s representative to review all of the above documents, and the general progress of the cleaning service.
Value Proposition
Page 13
Engagement Model
SMC Basic
Trained Manpower
Basic Equipment (Approved by SMC – US)
Basic Products (Approved by SMC – US and environment friendly)
Contract on Input basis (On fixed cost plus basis)
Inputs are decided by Customer
SMC Plus
Trained Manpower
Specialised Equipment (Approved by SMC – US)
Specialised Green Products (Forumulated by SMC)
Contract on Output basis (on a per square feet, fixed price, fixed KPI basis)
Guaranteed savings to the traditional method of cleaning
Inputs are decided by SMC time and motion experience
Page 14
Case Study – Tata MotorsSMC Plus
As it was…
Total Strength – 106 (incl 11 Supervisors)
Billing per month – Rs. 748945/-
Machines – not available
Tools and supplies – Customer used to provide
With SMC Plus
Total Strength – 88 (incl 6 utility crew, 7 Supervisors, 1 Site Incharge)
Billing per month – Rs. 723054/- (including cost of tools and supplies and rental of machines
Machines – Provided Burnisher, single disk, Vaccum cleaner, Wizard, Carpovac.
Tools and supplies – introduced modern tools1 Dedicated Road and Drain Personnel Value Added
2 Improved Organisational Structure - Escalation Matrix in place Value Added
3 Saving Rupees 25891.25 3.5%
4 6 Person utility crew added 43465.57 5.8%
5 Added Site in Charge 20000.00 2.7%
6 Increase in Equipment 24677.00 3.3%
7 Cost of cleaning supplies and tools transferred 47388.34 6.3%
Total Saving 161422.16 22%
As it was…
Total Strength – 106 (incl 11 Supervisors)
Billing per month – Rs. 748945/-
Machines – not available
Tools and supplies – Customer used to provide
Page 15
Manpower Sourcing, Hiring & Training
Sourcing & Hiring
Capability to provide Professionally trained personnel as per Client needs through Nationwide Offices and Training Academies. SIS’ strength in this area being leveraged
Stringent recruitment norms including employee screening for service workers including antecedent verification.
Continuous recruitment at five levels: Janitor, Senior Janitor, Supervisor, Site Incharge, Service Managers.
Training
Initial Training for Seniors conducted by Service Master at their facilities in USA
Access to Service Master training on an ongoing basis per the license agreement
Use of Train-the-trainer concept
All training is available bilingually and is in audio and/or video format.
Training is specific to audience performing the task (Production Vs. Management).
Ongoing Onsite refresher training
Page 16
Training Program
Janitors Officers
Lateral Direct Lateral Direct
QR- VIII PassSelection Process- Interview
Training Period- 7 DaysTraining Location- SMC BranchesOn Job Training- 3 DaysTraining Fee-1500
QR- GraduateSelection Process-Written Test,
InterviewTraining Period- 2 MonthsTraining Location- Dehradun RTAOn Job Training-4 monthsTraining Fee-10000
QR- VIII PassSelection Process-Written Test,
InterviewTraining Period- 1 MonthTraining Location- DUN/BLR RTAOn Job Training- 1 monthTraining Fee-3000
QR- GraduateSelection Process-Interview
Training Period- 3 DaysTraining Location- SMC BranchesOn Job Training- 3 DaysTraining Fee-Nil
Module Module ModuleModule
On job training and refresher training program – as per customer requirement
Page 17
OUR CLIENTELE
Page 18
OUR CLIENTELE
Page 19
OUR CLIENTELE
Page 20A SIS Group Enterprise
Professional advise and services to suit typical applicationsBusiness DistinctionConsistent performance as per required norms under client’s conditionsA company that is Reliable and trustworthy to its commitmentsProducts and processes as per International StandardsPAN India Presence
Consistency in Innovation, Training &Employment Standards
Value of
Money!
Page 21
Thank
You!!
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