VALUE DELIVERED

Continuing an 13-year relationship, EMCOR has been appointed single source facilities management provider to British Airways. Value delivered includes:

• Annual savings alone in excess of £3 million.
• Streamlined seven helpdesks into one central unit, generating significant cost savings.
• "Open Book" billing system - transparency of costs.
• Cleaning of First Class lounges "in-house".
• Achieved strict service level agreements plus 10% savings.

SCOPE OF WORK

The scope of the contract covers 100 separate buildings - including the airline's passenger lounges, industrial buildings, cargo centres, hangars, offices at Heathrow and Gatwick, and also office buildings in the region.

Services provided:

BACKGROUND

British Airways is the UK's largest international scheduled airline, flying to over 200 destinations at convenient times, to the best located airports.

Whether customers are in the air or on the ground, British Airways takes pride in providing a full service experience.

The British Airways group consists of British Airways Plc and of subsidiary companies including British Airways Holidays Limited and British Airways Travel Shops Limited.

OBJECTIVES

• Understanding and helping British Airways deliver its long-term objectives of reduced costs, simplification and rationalization of support services.
• Completing a difficult transfer of more than 100 staff, without reducing service delivery.
• Managing 300 engineers and support personnel, in excess of 200 sub-contractors.
• To manage British Airways Executive Club lounges, call centers and customer training centers where specifically the standards of cleanliness and service delivery are equivalent to operating in a five star establishment.

SOLUTIONS

• EMCOR continued to meet BA's strict service level agreements.
• EMCOR reacted within 8 weeks to achieve savings of 10% of BA's support service costs without compromising quality, health and safety.
• Overhead reductions, office relocations, supplier rationalization, delegated authority to site level, smarter ways of working.
• EMCOR streamlined several of the airline's existing helpdesks into just one UK-based FM helpdesk with a single contact number for staff with FM requirements.
• More than 100 staff were affected by the changes, but EMCOR's experienced managers ensured that the transfer was handled sensitively, efficiently and with no reduction in service delivery.
• "Open book" billing system – transparency of costs.
• First class lounges – cleaning switched to "in-house".

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Copyright 2004, EMCOR Group, Inc., All Rights Reserved

TRANSPORTATION

AIRPORTS

OPERATING COMPANY:

EMCOR UK

CLIENT:

British Airways

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