HFD– PACTProcess
AskHFDaboutTQE
™
TotalQualityExperience- TQE
WewanteveryclienttohaveaQualityExperiencewithHFDinallaspectsoftheprojectfrom
Kick-OffoftheDesigntotheOpeningDateoftheHotel(andbeyond!)
HFDandallAssociateswillcreatea“PACT”tofacilitateanenvironmentthatprovidesour
Clients,Vendors,AssociatedParties,andInternalAssociatesanexperiencethatenhancesour
relationships,providesoutstandingservice,maintainsreasonableandaccountableexpectations
andcommunicatesinatimelyandrespectfulmanner.
“IwillnotconsiderHFDasuccessfulcompanyuntilEVERY Client,
Vendor,andAssociatedpartyisapositivereferral”
-MarkLogston,COO
P.A.C.T.
PACTbydefinition- ToAgreeorPromise
HFD’sDefinition– ToAgreeorPromisethatwewillperformata100%level…no
matterwhat
PARTICIPATION…TheActoftakingpartorsharing
ANTICIPATION…Regardasprobable,expectorpredict
COMMUNICATION…Theexchangingofinformationtoproduceabetter
understandinganoutcome
TENACIOUS…Extremelypersistentinadheringtoordoingsomething
PACTProjectMilestones
1.
SignedDesignAgreement
2.
SubmittalResponsefromBrand
3.
PurchaseOrdersWritten
4.
UpdatesonOrders/Deliveries
5.
DeliveriesComplete/HotelOpens
PACTMilestoneMeetings
MILESTONE
MEETING
1.
SignedDesignAgreement
2.
SubmittalResponsefromBrand
3.
PurchaseOrdersWritten
4.
UpdatesonOrders/Deliveries
LogisticsUpdates
5.
DeliveriesComplete/HotelOpens
ProjectClose-Out
ProjectKick-Off
Logistics“Roll-Out”
1st DeliverySchedule
HFDLessonsLearned
MilestoneMeetings
• Willhaveadefinedagenda
• Willinvolve/invitethefollowingpeople:
•
•
•
•
•
HFDProjectManager
Client/Owner
Criticalpartiesinvolvedwiththeproject(Architect,GC,FFEInstaller,etc.)
HFDBusinessDevelopment
AppropriatepeoplefromHFD
• Willbefollowedupwithnotesfromthemeeting
• Willhaveactionitemsdefinedwithresponsiblepeople&targetcompletiondates
• HFDwillask“HasHFDmetallofyourexpectationstothispoint?”
WhattoExpect
PARTICIPATION
• Amulti-disciplineTEAMfromHFD
• Engagingtheclient&allcriticalpartiestoensureasuccessfulproject
ANTICIPATION
• Leverageourexperiencetoconfirmaplantodeliverasuccessfulproject
• Provideclearguidanceateachsteptoavoidpitfallsandpotentialdelays
COMMUNICATION
• Frequent&detailedcommunicationaboutwherethingsstand&whatiscomingnext
• Clearinstructionsaboutactionsrequiredbytheappropriatepartiesduringtheproject
TENACIOUS
• Wewillbe tenaciousinresolvingissues,followinguponrequiredactionsandmovingthingsforward
• Thisisakeytoprotectingtheproject,anddealingwithunforeseenissues
THANKYOU!!
Welookforwardtoworkingtogether
Howwillwedothis?
• Preparation
• ClearAgendasforthemeetings
• ActinglikeaTeam
• Confirmingactions&nextsteps
• FollowingUp
• Notbeing“tooscripted”
Whatresourcesareavailable?
• PACTMeetingGuides
• HFDDocuments&Forms
• Templates
• Ourexperience
Project&ClientSummary
•
•
Beforeyoustart– writedownwhatwealready
knowabouttheclient&theproject&shareit
withtherestoftheteam
Ifwehaveworkedwiththeclient(ortheGC/FFE
Installer)before…whatdoweknowtheylike,
theirhotbuttons,whatworkedwellordidn’t,
vendorpreferences,howtheylikeusto
communicatewiththem,thenameoftheir
spouse&kids,etc.
PropertyName
ClientName
OwnershipGroup(ifapplicable)
Whatdowealreadyknowaboutthisproject?
Ex.Scope,timing,specificrequests,levelofcustomdesignexpectedor
possible,etc.
Anythingelsesharedbytheclientindiscussionssofar
Whatdoweknowaboutthisclient/ownershipgroup?
Ex.Haveweworkedwiththemonpastprojects?
Haveweeverhadfinancialissueswiththem?
Waysofworkingthattheyhaveindicatedasapreference
Anythingelsethatwe'velearnedthroughdiscussionssofar
Whatdoweknowaboutotherpartiesinvolvedintheproject?
•
Wewanttopersonalizeourapproachwhereit
makessense
Ex.Architect(Firm&NameofLeadArchitect)
GeneralContractor(Firm,Name)
PropertyGM
BrandApprover…ifwehaveanyindicationearlyonintheproject
Anypastexperiencewithanyofthesethatweshouldnote?
etc.
•
Thiswillalsohelpgeteveryoneuptospeed
whentheyjointheprojectteam
Arethereanysimilarprojectsweshoulduseasreference?
IsthereanythingelsetonotetomakethePACTprocessmore
successfulwiththisclient?
Kick-OffMeeting
•
Ideallywithin48hoursofsignedDesign
Contract
•
Client&HFDDesignTeam
•
Purpose:Tolaunchtheproject&establish
expectations,timing,projectmilestones
•
Agenda:Scope,Timeline,Budget,Payments
•
PMinitiatesFollow-upCommunication&
Actions
PACTMilestone#1
ProjectKick-OffMeeting
MilestoneReached
1.SignedDesignContractreceivedfromClient
Target
Timing
Attendees
Client/PropertyOwner
ProjectManager
Designer
DesignDirector
Salesperson
Meeting
ConferenceCall&GoToMeeting
Format
Purpose
Tolaunchtheprojectandestablishtheprojecttimeline&timingofearlydeliverables,toconfirmthe
scope&overalldeliverables,andtolayoutthefinancialmilestonesfortheproject.
Within48hrsofreceivingcontract
AdvanceCommunication/ 1.TheDesignContract
2.ResponsibilityMatrixtemplate/example
Documentsforthe
3.Agendaforthemeeting
meeting
MeetingAgenda
Opening:
Introductions
PurposeoftheMeeting
ProjectTopics:
1.Scope:
a.Confirmthescope…PIPRequirements?GR?PS?Otherspecifics
b.ResponsibilityMatrix
c.BrandStandards
d.Aestheticgoalsofthedesign
2.ProjectTimeline:
a.Targetopeningdatefortheproperty
b.Targetdatetosubmittobrand
c.Anyothermilestonesorthingsthatmayimpactthetimelinethatweneedtobeawareof
3.Budget:
a.AnticipatedFF&Ebudget
b.Anythingneededforanyfinancingdocumentsorapprovals?
4.DepositsandPayments:
a.Designdeposit
b.BalanceofDesignFee-BRandSubmittal
Closing:
1."HasHFDmetallofyourexpectationstothispoint?"
2.Summarizethelistofactionswiththepersonresponsibleanddates
3.Confirmthenextcommunicationandapproximatedate
Bytheendofthedayofthecall-emailtotheClient/Ownerwiththesummaryoftheactions,theperson
Follow-upCommunication
responsible&agreeddates
Follow-upActions
TheProjectManagerwillmonitortheactionlistandfollow-upwithindividualsasneeded
Roll-OutMeeting
•
Priortoordersbeingplaced…shortlyafter
brandapprovalreceived
•
WithClient,HFDTeam&FFEInstaller
•
Purpose:Toconfirmtiming,formsneeded,
pointsofcontact,accountingandotherlogistics
detailsfortheproject
•
•
PACTMilestone#2
ProjectRoll-OutMeeting(CV)
MilestoneReached
1.ResponsefromBrandSubmittal
2.ReadytoplacePO's
Within48hrsofreceivingBrandresponse
Attendees
Client/PropertyOwner
GCandorFFEInstaller(ifhired)
ProjectManager&Designer
DepartmentDirector
Salesperson
LogisticsCoordinator
AccountingCoordinator
Purpose
Toformallybeginthenextphaseoftheprojectfocusedonordering&deliveringgoodstotheproperty.Alsowewill
introducetheLogsiticsCoordinatortotheownerandcollectinformationabouttheexpectationsfordeliveryofgoods.
Advance
Communication/
Documentsforthe
meeting
1.FinalQuote-shouldbesigned
2.MasterContract-shouldbesigned
3.InstallerVerificationForm-willneedtobesigned
4.Invoicing&ReceivingForm-shouldbesigned
5.ACHForm(ifapplicable)
6.Agendaforthemeeting
Meeting ConferenceCall
Format GoToMeetingifclientpreference
Opening:
Introductions&Purposeofthemeeting
MeetingAgenda
ProjectTopics:
1.Scope&Status:
a.Confirmthescope/quote
b.StatusofBrandApproval
c.Contract&otherdocument
2.ProjectTimeline:
a.Ordering&Logisticsphaseoftheproject
b.Timeline&Requesteddeliverydates
PMSchedules&Leads,PCL&Accounting
introduced
PMinitiatesFollow-upCommunication&
Actions
Target
Timing
3.Deposits/Payments/ChangeOrders:
Reviewofthewaythisworksforthebalanceoftheproject
Closing:
1."HasHFDmetallofyourexpectationstothispoint?"
2.Summaryofactionswiththepersonresponsible&datesincludingnextcommunication
Follow-up
Communication
Bytheendofthedayofthecall-sendanemailtotheClient/Ownerandcopyingeveryonethatattendedthecallwith
thesummaryoftheactions,thepersonresponsible&agreeddates
Follow-upActions
TheProjectManagerneedstomonitortheactionlistandfollow-upwithindividualsiftheagreedactions/timingare
notmet.
LogisticsExecution
•
Within2weeksofPO’sbeingwritten
•
PCLneedstohavethe1st DeliverySchedule
ready…ideallymostPMPNDclearedup
•
•
•
HFDTeamonly
PACTMilestone#3
LogisticsExecutionMeeting(INTERNAL)
MilestoneReached
1.PO'sreleased,firstresponseondeliverydate
fromvendors
Target
Timing
Approx2weeksafterPO'sareplaced
Attendees
ProjectManager
DepartmentDirector
Salesperson
LogisticsCoordinator
DirectorofOperationsorCOO
AccountingCoordinator
Purpose
Toreviewtheprojectstatusandidentifyanyitemsofconcern&anticipateanyitemsthatcouldcause
theprojecttobeputinjeopardy.
Advance
Communication/
Documentsforthe
meeting
1.1stDeliverySchedule
2.LogisticsProjectSummary
Purpose:Toidentifyanypotentialissues&what MeetingAgenda
planswehaveinplaceoractionsneeded
Meeting ConferenceCall
Format GoToMeetingifneeded
ProjectTopics:
1.ReviewLogisticsProjectSummary(Roll-OutForm&Timeline)
2.Listofanyitemswhereinitialleadtime/deliverydateisnotinlinewithtargetopeningdate
3.ReviewanyPMPendingitemswithplantoclearfromthatstatus
4.PMUpdateonanyotherprojectactivity-approvals,reselections,etc.
5.Updateonfinancialsfortheproject…depositspaid,etc.
PCLinitiates follow-upCommunication&
Actions…1st DeliveryScheduletoclient
6.Updateonformssignedorstillpendingfromtheclient
7.ProjectswithDrapery…statusofpropertyforfieldmeasures&confirmationofinstallationdetails
Closing:
1.Confirmtimingtocommunicate1stDeliveryscheduletoclient
2.Confirmlistofactionitemswiththepersonresponsible&targetdateforcompletion
Follow-up
Communication
Bytheendofthedayofthecall-sendanemailtoeveryonethatattendedthecallwiththesummary
oftheactions,thepersonresponsible&agreeddates
Follow-upActions
TheProjectManager&LogisticsCoordinatorneedtomonitortheactionlistandfollow-upwith
individualsiftheagreedactions/timingarenotmet.
DeliverySchedule
•
Within48hoursoftheinternalmeeting
•
WithClient,FFEInstaller&PCL…othersonlyif
needed
•
•
•
Purpose:Tocommunicatethedeliveryschedule
andgetfeedbackonanychangesorpotential
issues
PACTMilestone#3
LOGISTICS…1STDELIVERYSCHEDULEREVIEWMEETING(CV)
MilestoneReached
1.1stDeliveryScheduleisreadytobesent
2.Internalmeetinghastakenplace
Within48hrsoftheinternalmeeting
Attendees
Client/PropertyOwner
FFEInstaller
ProjectManager
DepartmentDirector
Salesperson
LogisticsCoordinator
Purpose
Tocommunicatethe1stdeliveryschedulefortheprojectwithfeedbackfromvendorsontheirabilitytomeet
ourtargetdeliverydate...andtodemonstratethatHFDisworkinghardontheclient'sbehalftomeetthe
requesteddates.Alsotore-confirmwhattheclientshouldexpectforthebalanceoftheproject.
Advance
Communication
1.1stDeliverySchedule
2.ReceivingInstructions-tobesigned
3.DraperyFieldMeasure&InstallForm(TBD)
Meeting ConferenceCall
Format GoToMeetingifclientpreference
Opening:
Introductions&Purposeofthemeeting
MeetingAgenda
ProjectTopics:
1.DeliverySchedule:
a.Reviewofcurrentestimateddeliverydates
b.Discussionofanyopenitemsoronespotentiallyat-risk
2.ProjectTimeline:
Confirmtimelinealignedwithoverallproject/sitetimeline
3.Forms&Claims:
ReviewtheShipping&ReceivingFormandClaimsprocess
Opportunitytocommunicaterequirements,
forms,accountingnotes,etc.
PCLinitiatesfollow-upCommunication&
Actions
Target
Timing
4.DepositsandPayments:
a.Reviewthestatusfortheproject
Closing:
1."HasHFDmetallofyourepectationstothispoint?"
2.Summaryoftheactionswiththepersonresponsibleanddatesincludingnextcommunication
Follow-up
Communication
Bytheendofthedayofthecall-sendanemailtotheClient/Ownerandcopyingeveryonethatattendedthe
callwiththesummaryoftheactions,thepersonresponsible&agreeddates
Follow-upActions
TheLogisiticsCoordinatorneedstomonitortheactionlistandfollow-upwithindividualsiftheagreedactions
/timingarenotmet.
LogisticsUpdates
PACTMilestone#4
LOGISTICSUPDATESTOCLIENTS&DELIVERYOFGOODS
MilestoneReached
1.Milestone#3-DeliverySchedulehasbeen
communicated
Target
Timing
Attendees
Client/PropertyOwnerorFFEInstaller
LogisticsCoordinator
Othersonlyasneededforspecificissues
Meeting PhoneCall
Format
GoToMeetingifneeded
Every1-2weeksuntiltheendofthe
project
•
Ongoingthroughtherestoftheproject
Purpose
This"milestone"isaseriesofprogressmeetingstoreviewdeliverystatus…changesintimingeitherfrom
clientorHFD/vendorsandmakingsurethatifissuescomeupwehaveregularcommunicationaboutthem.
•
PrimarilyPCLwithClient/FFE/GC
Advance
Communication
1.DeliverySchedulew/updates
•
Purpose:Toconfirmschedules,deliveries,deal
withissues&claims,etc.
•
A/Rupdatesarealsoincluded
•
PCLinitiatesfollow-upCommunication&
Actions
1.StatusUpdates
MeetingAgenda
a.Thepurposeoftheupdatesistomakesurethattheownerisawareofthelatestnewsondeliveryofgoods
b.Likewise,wewantthemtotellusanyupdatesfromthepropertythatmayimpacttherequestedschedule
c.Weshouldincludeinourupdatesanyitemsthatwerepreviouslybroughtupaspotentialrisksandthe
lateststatus…ideallywithimproveddates,butifnotthenwiththelatestactions
d.Ifthereareanygoodsthatwillbedeliveringwithin2weeksofthecall-usethisasatimetoconfirmthe
dates&theplansforreceivingandinstallation
e.Ifgoodshavearrived,confirmthattheyarrivedingoodconditionorifnotdiscusstheissueandresolution
2.ARUpdates
a.ConfirmthestatusofARontheprojectandcommunicateanyissuesorpaymentsneededtoavoiddelays
Closing:
1.Ask"HasHFDmetallofyourexpectationstothispoint?"
2.Ask"Isthereanythingelsethatweneedtobeawareof?"
3.Confirmthenextcommunicationandapproximatedate
4.Thankthemagainfortheopportunity
Follow-up
Communication
Beyondtheroutineofsendingtheupdatedschedule,thiswillbeonanasneededbasistoaddressanybig
issues.
Follow-upActions
TheLogisticsCoordinatorneedstomonitortheactionlistandfollow-upwithindividualsiftheagreedactions
/timingarenotmet.
ProjectClose-Out
•
•
•
•
3-4weeksafterthepropertyisopen
PACTMilestone#5
PROPERTYOPEN/PROJECTCLOSEOUTMEETING(CV)
MilestoneReached
1.Deliveriesarecomplete/PropertyisOpen
Attendees
Client/PropertyOwner
ProjectManager
DepartmentDirector
Salesperson
LogisticsCoordinator
AccountingCoordinator
WithClient&HFDTeam
Purpose:Toconfirmdelivery/claims,any
necessaryadditionalorders,andtofeedback
aboutourperformance
Whatwentwell?
•
Whatcanbeimproved?
•
Clientreferral&pictures?
Target
Timing
Within48hrsofthelastmaterialsbeing
received/propertyopening
Potentiallythiscanhappenonsite(New
Builds)
Meeting
or
Format
ConferenceCall
GoToMeetingifclientpreference
Purpose
Toconfirmdeliveryofallgoods,reviewanyclaimsoroutstandingitems,turn-overanynecessary
documentation,andtogetfeedbackfromtheclientonourperformanceduringtheproject.
Advance
Communication/
Documentsforthe
meeting
1.Finaldeliveryschedule/receivingconfirmation
2.ProjectClose-OutChecklist
3.ReferralForm
MeetingAgenda
Opening:
Introductions&purposeofthemeeting
StatusUpdate
Confirmstatusofdeliveries,claims,andanythingelsefortheopeningoftheproperty
ARUpdate:
ConfirmtheARfortheprojectoranyoutstandinginvoicestobepaid
Closing:
1.Ask"HasHFDmetallofyourexpectationstothispoint?"
2.Summaryofanyactionsthepersonresponsibleanddates
Follow-up
Communication
Asneededbasedonoutstandingitems
Follow-upActions
TheLogisticsCoordinatorneedstomonitortheactionlistandfollow-upwithindividualsiftheagreedactions/
timingarenotmet.
LessonsLearned
•
HFDTeamonly
•
Whatwentwell&didn’tgosowell?
•
•
•
•
•
Design&Audit
Ordering&Vendors
Delivery&Install
Communication
Profitability&Accounting
PACTMilestone#6
INTERNALCLOSEOUTMEETING&LESSONSLEARNED
MilestoneReached
1.ProjectClose-OutMeetingwithClient
Target
Timing
Attendees
ProjectManager
DepartmentDirector
Salesperson
LogisticsCoordinator
AccountingCoordinator
DirectorofOperationsand/orCOO
Meeting
ConferenceCall&GoToMeeting
Format
Purpose
Toevaluatetheproject-whatwentwell,whatwecouldhavedonebetter-andidentifysolutionstoissuesto
improvefutureprojects.
Advance
Communication
1.NotesfromProjectClose-OutMeeting
2.ProjectP&L
MeetingAgenda
24-48hrsafterprojectcloseoutw/client
ProjectTopics
1.SummaryofProjectClose-outmeetingwithClient
2.Reviewanyoutstandingactionsneededorgoodstobedelivered
3.ReviewfinalARstatusfortheproject-anyissuestobeaddressed
4.ReviewP&Lfortheproject…?
5.Referralletter,photosforportfolio&marketing…confirmornextsteps
LessonsLearned:
1.Whatwentwell?Specifics
•
Whatshouldwechangeforfutureprojects?
•
Confirmtheclose-out&documentationare
completeandarchived
•
ShareLessonsLearnedwithothers
2.Whatcouldwehavedonebetter?Specifics
3.Arethereanyprocesschangesneededtohelpfutureprojects?
Project"Clean-Up":
PM's-cleanoutsamples,projectboards,otheritemsfortheproject
PCL-archivespecbook,saveclaimemailstoclaimsinboxofprojectfolder
Marketing-getphotosanda"blurb"fromdesigneronthedesigntobeusedinmarketing
Other:makesureemailsareinprojectfolder,andanyotherclose-outfiling
Follow-up
Communication
Internal-ProjectsummarycommunicatedtoProjectTeam&LeadershipTeam
Client-ThankYouletterfromDirectorofOperationsorCOO
Follow-upActions
AsagreedduringtheClientProjectCloseOutmeetingandthismeeting
Take-Aways &AsksofEveryone
• Beprepared
• Talkdon’tread
• Highlighteveryoneontheteam
• Follow-up&meetallofyourcommitments
• Holdallpartiesaccountable
• Askquestions,sharewhatyoulearn,suggestimprovements
• Wewant100%ofYOURclientstobeapositivereferral