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Client Quote
"By outsourcing our Asset Care, on the global FMC model to Pragma, we are realising our vision of a consistent global strategy, aimed at improved service delivery and increased efficiency in site maintenance" (Ms Carmen Mulder, Retail Network Manager)
Pragma Africa
Cape Regional Manager
Facilities
Ronnie Taljaard
Tel: +27 21 943 3900
Fax: +27 21 948 9945
Cell: +27 82 565 6054
Ronnie.taljaard@pragmaworld.net
Client Background
Shell is well known as one of the five major national suppliers of petroleum products. Shell has a proud record of presenting a global brand and an extremely high level of compliance with safety and environmental standards. Shell supplies their fuel and convenience products through a vast network of retail and commercial sites across South Africa, with more than 40 000 assets in constant daily operation. In 2006, in line with the global FMC business model, Shell Retail outsourced the maintenance of all their service stations to Pragma Africa. This contract was extended in 2011, with the scope of commercial sites service delivery also being expanded.
Key challenges / Project background
The FMC outsourcing business model imposed very specific conditions and new challenges to the ACC operation:
- Handle telephonic service calls from 800+ sites in Southern Africa
- Plan, Issue and control more than 1000 work orders per week
- Manage sub-contracting of more than 150 L3 contractors, including receiving and distributing payments
- Maintain the operational asset register of the network, including a regular condition assessment
- Be able to adapt to evolving client requirements.
The PRAGMA intervention
Business Processes & Best practices
- PRAGMA implemented the FMC service in the beginning of 2006, by setting up a central FMC office in Cape Town, performing an AIV on all sites and deploying 8 Field Engineers regionally.
- Business processes implemented:
• Information Management
• Contractor Management
• Performance Management
• Work Planning and Control
• Financial Management
• Safety Health and Environment
• Continuous Improvement
Tools & Technology
- PRAGMA On Key Enterprise Asset Management system v4
- MITEL 6110 Telephony Call Management system
- Shell & SOPAF HSSE standards
People & Capabilities
- FMC Manager - coordinating the information, engineering and financial management activities of the 25 - person strong team.
- FMC Engineering Manager - planning and controlling all maintenance word and projects with the team of eight regional field engineers.
- Contracts and HSSE Manager - professional mechanical engineer, managing the pump maintenance contract and HSSE matters.
- Financial Officer - Managing invoicing and payments for 100 + contractors, with team of three assistants.
- 24/7 Service Support Centre - a team of six agents under supervision, handling all maintenance service calls from the Shell national network.
Performance Improvement
Key benefits
- Single point responsibility for all maintenance work, from A to Z
- Standardised work planning & control processes across all sites.
- Fully outsourced sub-contractor procurement and management
- Accurate and complete asset registers and history of work
- Increased focus and compliance with HSSE standards
- Bi-annual visits with site managers to evaluate site calls, breakdowns and spend.
The BOTTOM LINE
- 15% reduction in average cost per job from 2009-2010 attained through job batching and closer monitoring and planning of outstanding work.
- 56% reduction in maintenance spend from 2009-2010 by prioritising work and delaying non-critical work. Minor impact on client satisfaction.
- Greatly simplified asset care processes for Shell staff and retailers.
- Steady improvement of equipment downtime and reliability.
- Win-win partnership between Shell, Pragma and sub-contractors.
