Loading...
HomeMy WebLinkAboutExhibit A- Scope of ServicesEXHIBIT "A" SCOPE OF SERVICES 1 9 1 01T.11 1. TECHINCAL CAPABILITIES OF GARMENTS /SERVICE a. ESTABLISHMENT OF ABILITY TO SATISFACTORILY PROVIDE SERVICE 1. History of Company In 1936, Unifirst's depression era beginnings were born in a small garage in Boston, Massachusetts. In that small Boston area garage we cleaned the garments of local factory workers. Since then, we've grown to over $1 billion in annual revenues, with 200 service locations across the U.S. and Canada. Our customer demographics are the who's who of The Fortune 100 List, companies like Wal -mart, Costco and Coke. Today, we are the 3rd largest industrial laundry in the world! We operate 4 manufacturing plants and 2 distribution centers that service over 225,000 customers each week, encompassing 1.5 million uniform wearers. We now employ over 10,000 people and each one of them has the opportunity to participate in the company profit sharing as well as our company matched 401 K program. We put our people first! Even though we are a big company, one of the secrets to our success is that we treat each one of our local service operations, like the one here in Ontario California, as if it were its own small business. It's all part of the "Family Culture" that we are so proud of. This allows us to ensure we are catering to the needs of local communities we serve. 2. Qualifications Because of our role as a leader in the uniform services industry we tend to be noticed in the press. Selling Power Magazine said, "UniFirst is one of the 50 best companies to sell for." Forbes Magazine listed us in their exclusive Platinum 400. Inc. Magazine recognized our Founder, Aldo Croatti, with the prestigious Entrepreneur of the Year Award. UniFirst has continued to grow through the tough economic storm of recent years. In fact we are the only uniform company to maintain growth during this period as our competitors closed facilities, laid off employees and tightened restraints on their sales departments from a pricing perspective. UniFirst today is the third largest uniform supplier in the world and is currently the highest traded textile company stock on The New York Stock Exchange. As a manufacturer of over 80% of our lines, we continue to grow and gain strength as a vertically integrated company. 3 c& 4. Experience and Record of Performance At present, we service some of the largest companies in the world. Their invoicing generates millions of dollars per week in revenues. For example, we presently service the following companies from Forbes Top 100 Companies List: 1. Wal -mart 17. Cardinal Health 25. Costco 72. Coke As with many of our large, multi location, multilayered customers, there are many unique requirements from delivery, to service, to reporting. At UniFirst we have the ability to custom design and manage your program based on your exacting requirements. As you will learn, moving forward, our garment track reporting capabilities are the best in class. The system provides up to date, detailed information about each garment your employees are wearing. 5. Our References City of Rancho Cucamonga 5546 Beryl San Antonio Heights, Ca. 91786 Lucy Castillo (909)477 -2700 ex 4113 City of Garden Grove 11222 Acacia Parkway Garden Grove, Ca. 92840 Bob Moungey (714)741 -5385 Driftwood Dairy 10724 Lower Azusa Rd. El Monte, Ca. 91713 Chris Conley (626)444 -9591 ex 280 6. Garment Specifications UniFirst presently manufacturer's and warehouse's over 85% of our products lines. As the manufacturer, we control the fabric sourcing, conversion and building of each garment through our stringent ISO 9001 certified requirements. This process is backed with our quality assurance protocols to ensure image quality, consistency and longevity in performance and design our every garment, every time. We have 4 plants in North America that make work clothing and floor care items that withstand even the toughest use our customers can give them. All products and garments meet or exceed the City of Lake Elsinore exacting requirements and specifications. Any subsequent recommendations will continue to meet or exceed your exacting requirements. 7. Published literature/Industry rating on garments. To be provided upon final selection of garments. 8. Overall Quality of garments As 85% of our garments are made by us, they are designed to withstand the toughest requirements. We also utilize some of the largest garment manufacturers in the world, whose quality, appearance, color stay and durability are designed to withstand our aggressive industrial wash process, continual wear and durability. We back all garments offered with our FREE upgrade program. 9. Photo's of garments To be provided along with actual samples upon final approval of garments. 10. Identification of meeting/exceeding the City of Lake Elsinore standards All garments proposed for City of Lake Elsinore meet or exceed City of Lake Elsinore exacting requirements. b. Management Plan: City of Lake Elsinore will be assigned a team of 2 to ensure daily management of your account is complete, along with UniFirst's no cost "Change - As- Needed" system you are assured that your employees continue to look good. All garments go through our 20 -Point Inspection process, each week. This process is apart of the 4/3 count process which not only ensures that what was picked up is delivered the following week but we also incentivize the plant personnel to locate damage /repairs before garments are returned to your employees. This process helps ensure your employees maintain a consistent image throughout the entirety of our commitment. 1. QUALITY MANAGEMENT PROCESS Each part of our quality process validates the other. The initial step is the 4/3 inspection process performed every week as described earlier. This ensures visually through inspections by 4 separate team members that the garments not only look appropriate but they work in unison to ensure that as garments begin to show tell tale signs of degrade, i.e.: color change, thread separation, we capture those garments and perform the no cost upgrade to replace those garments. Our wash process is designed to ensure maximum cleaning of the garments with as little degrade of the garment as possible, for this reason we only use industrial grade garments, unlike retail garments, they are built to withstand high temperature and detergents on a weekly basis. Fabric color stay designed for maximum annual longevity, fabric wicking, collar stay and double stitch technologies continue to aid in the maintenance of the garments longevity. These programs are reviewed with you on a quarterly basis where not only do we review the program from delivery to pick up but we also review the protocols with you for approval. 2. PERFORMANCE TRACKING UniFirst's unique approach to providing customers with a "pro- active" account management sets us apart from the competition. Customers For Life is a system of coordinated and integrated processes and procedures designed to provide consistency in our service levels as well as the personal touch that can only come from some of the most dedicated and conscientious employees in the industry. To make sure you are happy with the service performance we provide you, we will ask you to rate our performance once a quarter. Anything you indicate as less than "Completely Satisfied" requires the Route Sales Representative to generate an action request to correct any deficiencies. We want to address any issues pro- actively instead of waiting until you bring it to our attention. 3. GARMENT IDENTIFICATION Garments are tracking via bar code which includes all pertinent customer delivery and account information including inception date of garment. Instant reports are available and tracked through your online management web portal. In relation to our "Change -as- needed" program our garments DO NOT have an arbitrary time frame they must be in service before we change them. 4. METHODS TO RESOLVE SERVICE /GARMENT DISCREPANCIES Flexibility and responsiveness is key for a uniform program to run successfully, to ensure our customers receive a guaranteed 24 -hour response anytime they call our company we have a process called Request for Customer Action ... also known as the RFCA or "RIF -ka" system. Anytime you have a request and call our customer service number you actually speak with a local person that knows your company instead of getting some automated phone system manned by agents in another state. Let's say you have a new employee that needs uniforms. You don't have to wait until your next delivery day to place an order with your Route Sales representative. Just call your local Customer Service Representative and tell them of your request or need. They'll put it into our RFCA system under your account name. At the end of the day, when our Route Representative finishes their route, they will check for any new requests in the system. It is a nonnegotiable job requirement for your Route Rep to call you and acknowledge your request before he or she can check out for the day with their supervisor. On top of that, our General Manager (Bill Mattson 14 year's industry experience) gets a report of all open requests. Bill holds our Service Manager (Mark Powell 30+ industry experience) accountable and the Service Manager holds the Route Sales Representative (Ruben De La Fuente) accountable for getting all requests completed and closed in our system. In other words, there are no loopholes or excuses— you can guarantee your need will be met— period. 5. EFFECTIVNESS OF UNIFORM PROGRAM First, you and the end -user are protected through our Service Promise. On a week - in, week -out basis, we promise to deliver clean clothes that are repaired or replaced if required. Should you notify us of a repair need and we don't have that garment back to you the next week with the repair completed... YOU DON'T PAY FOR THAT GARMENT. Should we miss a weekly delivery due to circumstances within our control ... YOU DON'T PAY. Should you call us with a service request and we don't resolve it within a reasonable amount of time ... YOU DON'T PAY FOR THOSE RELATED PRODUCTS OR SERVICES. If we don't perform on a specific item in any given week, you won't pay any charges associated with that item until we resolve the situation to your satisfaction. We perform or you don't pay. It's as simple and fair as that. The bottom line for City of Lake Elsinore end users is they will receive the highest quality garments and level of service in the industry. Reducing garment and program frustration/cost increasing the effectiveness and efficiency to their work wear program. 6. INVOICING We designed our invoices is that they are easy for you to read and understand. That way you don't have to spend unnecessary admin time trying to figure out all the charges. Each employee is listed separately with the garments they receive clearly shown just below their name. The billing amount for each employee is summarized on one line so you can keep detailed records. We also show the date that each employee joined the uniform program. Most businesses want to know if their employees are taking advantage of the uniform program. The two right hand columns shows the number of garments wearers are turning in each week and verifies that we delivered the same number back to them the following week. You'll easily see if an employee isn't using the program so you can encourage them to participate. But the real benefit is that there are no hidden charges, no unexpected increases, and no unexplained items. Everything is above board so you don't have to worry about paying for any services that you're not receiving. 7. UNIQUE HIGH VALUE QUALIFICATIONS UniFirst Strengths = High Value Advantages "Ours is a family culture that puts the customer above all else and focuses on exceeding customer expectations through trained, talented team partners. " — Ronald D. Croatti, UniFirst President and CEO Our People: • Our front -line employees are empowered to act to quickly solve problems. • UniFirst Team Partners have a direct economic interest in customer satisfaction... they can earn bonus dollars for their location's satisfaction performance. • Our route salespeople benefit economically from their customer retention performance. • First Team groups at every location focus on the quality process and total customer satisfaction. • Our Triple -Pro service concept puts a team of 3 local service experts working on every customer's account. • Continuous training on service concepts and practices keeps our performance on a high level. Our Pricing: • Our unit pricing approach ensures easy customer understanding of weekly charges. • There's no swing suit charge like that used by some other suppliers. • We employ fair and reasonable auto - replacement charges based on total assigned inventory (as applicable). • We feature low make -up charges on new /replacement garments. • There's no special extra delivery charge. • There's no hidden energy charge. • Our CPI -based annual price increase makes expense budgeting easy for the customer. • Our contract provides price predictability and ensures satisfactory service. Our Products: • We stick to doing business solely within in our core competencies of work apparel and facility services so we can continually meet and exceed customer expectations. • We offer a huge item selection... over 13,000 SKU's. • Self- manufacturing allows us to produce proprietary brands with unique features. • Our use of the best quality fabrics and components make for superior garments. • Our high quality in -house applied emblems, direct embroidery and screen -print personalization ensures the best customer image and fastest order turnaround. • We provide the best laundering and finishing available... all our cotton and poly -cotton shirts are pressed at no extra charge. • Our weekly ten -point quality inspection on all garments ensures a consistent good look... best uniform image. • We have the highest quality mats, mops, and microfiber products available. Our Service: • Our automatic Change -As- Needed system ensures consistent uniform appearance. • We'll dress new wearers in one week (next delivery day). • Our automatic Mend System catches 97% of needed repairs... supplementary Repair Tags are supplied for special needs and size exchanges. • Our in -and -out counts ensure accurate deliveries and pick -up. • Regularly scheduled customer Goodwill visitations audit service performance and check satisfaction. • Supplementary Wearer Survey Cards also measure performance and solicit comments and suggestions. • Our RFCA System handles any and all issues, concerns or problems via a documented action process. • We provide 24 -hour response to any special customer needs. • Our ISO certified manufacturing plants, distribution center and laundries serve as proof of our commitment to quality.