Total Facilities Management
Our customer is a part of a multinational retail conglomerate company that operates a chain of hypermarkets & malls globally. In India, they operate some of the largest malls (by retail space). OCS India provides housekeeping and engineering services at multiple malls in Kochi, Trivandrum, Palakkad, Hyderabad, and Lucknow. The mall in Kochi is one of the largest malls in India, with a retail space of 7,40,000 sq. Ft. and daily footfall of 80,000.
The key challenges faced by the customer at Kochi were to manage staff retention; high staff turnover rate leading to operational disruptions, high energy consumption, challenges with uptime of utilities and staff not trained to provide services in a retail environment, impacting customer experience. Air quality management in the mall was also an area of concern which directly impacted the well-being of staff and customers.
OCS deployed a solution to address every specific concern faced by the customer. Our solution with well well-planned & customised people deployment schedule with dynamic adaptability to handle peak hours of the day/season/specific sale days was implemented to manage cleanliness in a high traffic (footfall) environment. A mechanised cleaning and digitised attendance monitoring system was implemented. Employee Engagement programs were conducted to inculcate a sense of belonging with all colleagues. Emphasis was given on subject matter training programs for each activity under the scope (e.g. cleaning schedules, frequencies, efficient use of machinery and chemicals, Planned & Preventive maintenance of each utility/equipment, standard operating procedures).
With a holistic solution to address all challenges faced by the customer, OCS was able to show a significant improvement in customer satisfaction, improvement in shopper comfort and convenience, significant improvement in equipment uptime, additional deployment to address surges in shopper footfall during weekend and festive seasons, and AQI monitoring for a safe environment. OCS was acknowledged for providing quick response during flood situations to get the mall back to operation in record time.
Available until 5:30pm
We believe that every human being deserves the best conditions and opportunities for success. Our team are ready to discuss how we can help you turn possibilities into realities through exceptional facilities management.
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