The Customer
Our customer is a part of 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 at Kochi, Trivandrum, Palakkad, Hyderabad, and Lucknow. The Mall at Kochi is one of the largest Mall of India, with a retail space of 7,40,000 Sq. Ft. and daily foot falls of 80,000.
The Challenge
The key challenges faced by the client 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 wellbeing of staff and customers.
The Solution
OCS deployed a solution to address every specific concern faced by the customer. Our solution with well planned & customized people deployment schedule with dynamic adaptability to handle peak ours of the day/ season / specific Sale-days was implemented to manage cleanliness in a high traffic (footfalls) environment. Mechanized cleaning and digitized attendance monitoring system was implemented. Employee Engagement programs were conducted to inculcate a sense of belongingness with all colleagues. Emphasis was given on subject matter training programs for each activity under scope (e.g. cleaning schedules, frequencies, efficient use of machinery and chemicals, Planned & Preventive maintenance of each utility / equipment, standard operating procedures).
The Outcome
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 surge in shopper footfall during weekend and festive seasons, and AQI monitoring for safe environment. OCS was acknowledged for providing quick response during floods situation to get the mall back to operations in record time.