Aerospace and Defence Manufacturer

What we helped achieve

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We’ve been working with an aerospace and defence manufacturer since 1992. In 2012 we were awarded a five-year total facilities management contract. The strong relationship is as a result of understanding their exact needs and working together to create a mutually beneficial strategy that delivers our joint vision and objectives. It is certified to BS 11000 and demonstrates our collaborative approach to sharing risk and reward.

Together, we provide services to 14,000 of their employees in over 450,000 square metres of multi-use buildings across their three aerospace campuses in the north of England. All are high security, highly regulated environments, providing advanced, complex engineering and manufacturing. We keep them completely secure, providing services to everything from executive offices to hazardous research and development facilities, including live airfields.

Some of the benefits we’ve brought

  • 30% cost reduction through the launch of our integrated total facilities management model
  • Saved £122k in asset replacement costs, and increased asset availability to 99.99% by introducing our PAS 55 certified Asset Resource Management System (ARMS)
  • Increased customer satisfaction from 65% to 92%, by shortening response and completion times, improving update communications and putting our customer central to everything we do

The challenges we had to overcome

  • Access must be controlled due to the hazardous environment – we strictly vet subcontractors before they visit sites
  • Secure performance data and history on over 40,000 assets - our support systems are robust and were built to the customer’s secure requirements
  • Continuity of services is vital due to the sensitive nature of the activity on each site - we plan our service work with precision detail and accuracy so that it doesn’t affect their day-to-day operations
  • Working in large-scale, complex environments means that communication needs to be simple and clear - we implemented a web portal that updates their employees regarding services, and gives our customer access to management information
  • The recession has slowed down the company’s export markets - so we constantly look for ways to save money and optimise resources

How we helped

  • Created a simple and efficient way to track job and service requests - we invested in iPad Minis for employees to use
  • Reduced energy use - we installed hundreds of units with inverters, replacing standard lamps with twin-arc energy efficient lamps and halogen lamps with LEDs
  • Reduced water use - we installed rainwater collection stations for toilet flushing
  • Increased efficiency across the service scope - we implemented lean manufacturing concepts throughout our service teams
  • Prompted responses to over 40,000 service requests - we introduced a customer contact centre, giving the customer and their employees a single point of contact for all requests and queries
  • Kept 14,000 of their employees happy - we buy locally, our menus are seasonal and we have a chef development team that brings innovation in the catering industry into our restaurants
  • Helped their employees make the most of short lunch breaks - we launched a ‘reach out’ concept, which provides a fast, mobile hot food service
  • Peace of mind - we provide an emergency response team and ambulance services

Service scope

  • Customer service and help desk
  • Procurement
  • Post
  • Emergency response
  • Snow and ice clearance
  • Catering: restaurant, Costa outlets, vending and hospitality
  • Cleaning, laundry, hygiene and concierge
  • Engineering and asset management
  • Mechanical and electrical maintenance
  • Statutory tests and inspections
  • Building fabric and estate maintenance
  • Building management systems
  • Project management and end-to-end new works
  • Specialist systems and equipment maintenance and repair
  • Airfield and production maintenance