Service Operations Improvements
We assist service company management teams in improving the performance of their operations, including:
- Project/ Job Profitability: Segmenting and analyzing projects/jobs to establish profitability drivers and identify improvement opportunities
- Staffing Model/ Utilization: Developing staffing model to create leverage and improve labor utilization
- Labor Multiplier/ Pricing: Developing strategic pricing approach as to maximize labor multiplier
- Field Service Operations: Developing strategies and tools to reduce field service visits and optimize routing to minimize “windshield time”
- Branch Network/ Operations: Optimizing branch networks, streamlining organizations and processes, and implementing systems/tools and KPIs/measurement to optimize overhead cost structure and improve operational performance.
Establishing Efficient Organization Structure And Processes To Drive $100MM In EBITDA Uplift
Conducted 12-week operations diagnostic to identify opportunities to streamline and reduce cost of client’s operations. To this end, Gotham: redesigned the corporate organization; surveyed 300+ front-line employees to understand their activities; visited multiple local markets and toured homes; mapped all processes front-to-back; and conducted deep-dive analyses of the client's operational performance to establish and quantify savings opportunities. Gotham identified opportunities to increase the client’s EBITDA by $100MM and developed project charters, role-specific KPIS, and a technology plan to jumpstart the capture of identified opportunities. The client launched the implementation effort immediately, with organizational restructuring implemented within 4 weeks.
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Improving Profitability and Revenue Performance at Multi-disciplinary Engineering Services Firm
Conducted a 6-week operations assessment to turn around the company’s margin performance and position it for a successful exit in 2-3 years’ time. Analyzed historical project and employee utilization performance; developed target staffing leverage model; and created target business development model to improve efficiency of business development effort while driving profitable revenue growth. Our detailed assessment gave our client a solid understanding and roadmap of the levers to achieve the target margin performance (5-7% points growth); client requested Gotham to provide ongoing support through quarterly performance audits.
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Cost Reduction In Post-sales Service Operations While Ensuring Stellar Customer Service at Residential Exterior Building Products Company
Built a robust fact base of field service spend and cost drivers, interviewed customers to understand their decision-making criteria, compared BuildCo's field service performance vs. competitors, benchmarked other Building Products companies, and built a simulation model to quantify cost impact of various scenarios. Recommended field service model expected to reduce cost by 26.5% (more than double management's ingoing estimate) and improve customer value proposition.
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Rapidly Validating Margin Improvement Opportunities and Assessing Capacity/CapEx Risk at Testing Services Provider
Conducted 2-week operational due diligence to validate margin improvement opportunities and assess capacity/CapEx risk. Gotham visited 7 facilities and conducted full-day operations review with management to understand operations management approach/processes and visions/plans moving forward. To fill gaps in this data poor situation, we performed various in-depth analyses – recasting labor cost structure, analyzing job-level data to understand profitability, building a bottom-up labor utilization and fixed cost model to project margins with revenue growth, etc. Gotham’s due diligence work enabled our client to move forward with confidence and successfully acquire target in a proprietary deal.
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Diagnosing Performance Deficiencies at Data-rich But Information-poor Branch-based Underperforming Business to Identify EBITDA Improvement Opportunities/Plan for Their Capture at Heavy Equipment Rental Company
Identified $6.4MM in quick-win EBITDA improvement opportunity in rental, parts, and services businesses by analyzing the company’s revenue drivers, cost structure, and equipment utilization. Working with management, developed a detailed 6-month implementation plan to enable rapid capture of operational improvement opportunities and to establish long-term strategic initiatives to drive top- and bottom-line growth. Management is successfully implementing value creation plan and, within 3 months, has already captured $3MM in EBITDA improvements (vs. same quarter in previous year).
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Instilling Process Discipline Required for Future Growth While Sustaining Performance-oriented Culture at Entrepreneurial Specialty Engineering Services Firm
Conducted operational due diligence to assess the firm’s prospect-to-cash cycle processes and establish a revenue forecasting approach. Our effort included: building a robust fact base of the company’s cost and operational performance using data from ERP and offline database; mapping and assessing sales & marketing, revenue generation, and people management processes; and visiting/interviewing management across multiple offices. Gotham provided an explicit top-level operations end-vision and value creation plan bolstering the company’s ability to support growth, giving our client the necessary confidence to successfully complete negotiations.
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