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Case Study

Sodexo

Sodexo is now able to resolve inconsistencies across its store experiences faster andmore efficiently using PAZO.

Founded in 1966, Sodexo is one of the world’s largest multinational corporations, with 420,000 employees that represent 130 nationalities and are present on 34,000 sites in 80 countries.

BACKGROUND

Sodexo has been known for their commitment to work and living up to its high standards of quality work. However when there are processes which need to be followed by people it sometimes becomes challenging to get the same level of commitment.

On a couple of occasions, there were escalations from clients on the output of cleaning service in their washrooms despite keeping aggressive frequencies in place.

Upon conducting the process scheduling study by PAZO, there was an observation made that checklists were filled either in advance or at the end of the day in one go.

So there was no absolute confidence if the cleaners were actually following the required frequency or were it just a tick in the box exercise.

CHALLENGES

The above problem made the management teams think of a suitable & right technology solution as 1 supervisor cannot be omnipresent all the time.

That is when PAZO was introduced to client ‘campuses to bring in the required discipline in work culture. Every day myriads of the standard operating procedures had to be performed at the facilities apart from the washroom checklists compliance. The staff from various departments such as Security Guards, Engineering, and also Housekeeping filled multiple checklists through pen and paper.

Apart from the timing, it was the adherence of the checklists in terms of the time, it was also about the right person filling it from the right place and the right person reviewing it. It was difficult to have a single person being able to be there at all places to review the content with which there was no confidence in the entire adherence of the set procedures.

With all the procedures being followed on paper-based formats, it was a difficult task to maintain and store all the records. A bigger problem was to store the records for a mandatory period of 3 years as per the audit guidelines. Also, paper-based registers made it difficult to pull up historical records whenever needed. Concerns highlighted on the paper based reports did not reach the right authorities at most of the instances.

At an average, every manager was spending 2-3 hrs of time for reviewing the work and in terms of following up with the staff for completing the work.

All the internal communication was completely driven on WhatsApp, through Emails and phone calls which made it difficult to track and take effective business decisions. As the sites had a lot of assets, it was a challenge to keep a track on the AMC’s

APPROACH and IMPLEMENTATION

One important goal was to ensure the adherence of the checklists by all the departments from the right place and time from the right individuals. To achieve this goal PAZO was made life in a record time of 2 days.

It offered the key advantage of ensuring the staff gets the real-time notification to do the work from the designated positions through the help of QR codes that were strategically fixed. The feature of allowing visual proofs to be captured in real-time gave a lot of visibility for all the operations that were performed.

Monitoring all the facilities pan India from a single place now became a reality.

Nowadays, the employees at Sodexo turn to the PAZO Apps whenever they had to fill in a paper-based checklist. With increased employee discipline, PAZO offers real-time feedback for all the sites when something is not done in the way it has to be. While the checklists used to be randomly reviewed with small samples, PAZO makes it possible to automatically review ALL the checklists. Supervisors at Sodexo are now able to review ALL procedures frequently and accurately with 100% certainty.

The real-time aspect of PAZO software solution enabled Sodexo to create an escalation matrix which informs supervisors instantly whenever procedures haven’t been completed by the respondent at the right time. Subsequently, Sodexo is now able to resolve inconsistencies across its store experiences faster and more efficiently using PAZO.

The Benefits

  • Real-time visibility of all procedures at levels of hierarchy, instead of multiple days of delay.
  • Early notification of lapses to the right stakeholders is leading to immediate actions by the next level.
  • 100% certainty over the procedures, instead of mere sample testing (no false positives anymore).
Categories
Case Study

Brand Factory

Being an Indian leader in fashion, Brand Factory relies on PAZO to run their operations across all their retail stores.

Founded in 2006, Brand Factory (operated by Future Group) is a fashion retail chain that sells several Indian and International brands to individuals.

With more than 69 stores across 28 cities the company is one of the most successful fashion chains in India.
Brand Factory’s phenomenal success led to rapid expansion. The company already operated in 40 stores when celebrating its 11th birthday. With such a growth new challenges emerged.

Among others, it became difficult for the Head Office to overview the operations across its existing stores and the ones to be newly added. Therefore, Brand Factory introduced PAZO, to achieve transparency along all their standard operating procedures.

The Challenges

Every day myriads of operating procedures have to be performed at Brand Factory. Staff from various departments such as Facility Management, Warehousing, Logistics, and Cashiering etc. filled multiple checklists through pen and paper. In total, more than 30 registers had to be maintained across all stores, resulting in
tedious and error-prone manual work. Reviewing these checklists consumed many resources and slowed down the decision-making process.

It became apparent to the Management that communication represented an additional challenge to scaling. Teams at Brand Factory used WhatsApp to organize
themselves and run operations smoothly. Employees reported issues in chats, which were then resolved. However, WhatsApp is not designed for businesses and their needs.

With a growing scale, it became ever more challenging to keep track of tasks, issues and internal communication with WhatsApp. PAZO solved this problem for Brand Factory by gathering all operational communication in its service. Again, allowing the organization to regain visibility of their communication.

The Solution

One important goal was to knock off all the registers which had to be mandatorily kept for three years as a statutory compliance. Not only, were these registers the result of hundreds of hours of work, also were they causing unnecessary inventory costs.

PAZO offered a key advantage: Real-time visibility of back- and frontend operations, resulting in the ability to digitalize ALL paperbased processes. In only 2 days, PAZO was implemented across all stores at Brand Factory. Nowadays, employees at Brand Factory turn to PAZO whenever they had to fill in a paper-based checklist. With increased employee discipline, PAZO offers real-time visual proof for all stores. While checklists used to be randomly checked with small samples, PAZO makes it possible to automatically review ALL checklists. Supervisors at Brand Factory are now able to review ALL procedures frequently and accurately with 100% certainty.

One way Brand Factory uses PAZO is to regain visibility over its Visual Merchandising. In the past, managers used to track all in-store changes with weekly presentations and communicated over WhatsApp with all stores to ensure unified store experiences. Implementing PAZO allowed Managers to communicate the desired customer experience efficiently and to track the implementation of their change requests.

The real-time aspect of the software solution enabled Brand Factory to create an escalation matrix which informs supervisors instantly whenever procedures haven’t been completed by the respondent at the right time. Subsequently, Brand Factory is able to resolve inconsistencies across its store experiences faster and more efficiently using PAZO.

The Benefits

  • Real-time visibility of all procedures at levels of hierarchy, instead of multiple days of delay.
  • 100% certainty over the procedures, instead of mere sample testing (no false positives anymore).
  • Tracking of agency performance made easier.