Maintaining and Reporting Consistent Product Quality - SDMS Ltd

Background

SDMS Ltd specialises in the installation and maintenance of soft drink dispensing machines. It has provided quality management and maintenance services to Coca-Cola through the McDonald’s UK estate since 2001.

In 2004, Coca-Cola introduced the Quality Maintenance Programme (QMP) in McDonald’s UK restaurants. QMP ensured every restaurant received a bi-annual visit by an engineering company to check on the health of the entire soft drinks system.

The Brief

With over 3,000 QMC’s (Quality Maintenance Calls) completed each year manual recording and scheduling was unable to manage so SDMS required a digitised solution that could be used to track and report upon the QMCs.

The steps that were needed to be included were:

• QMP visit scheduled and shared
• QMP visit detail is dispatched to QMP technician
• QMC visit completed using a 400 point diagnostic checklist
• A detailed QMP report is left with Store Manager and emailed automatically to site
• Any follow work is detailed with copy sent to nominated service agent
• Once all work is completed, work order to be closed. A quality index score is developed at the start and end of the visit or when works completed

Building QMOST

RTMS developed QMOST, which is a SaaS system based on the RTMS STRAQ platform that records all of the required data for the QMP.

As well as delivering all of the points of the original brief, the system has been further developed over a number of years to provide SDMS with a bespoke platform that enables them to provide improved reporting and data analysis to Coca-Cola. The data is now Data is integrated with the McDonalds eTech service system and incorporates Telemetry data. QMOST has been running in the United Kingdom for over 10 years.

Headline Results

QMOST Benefits to SDMS

• Real time reporting and scheduling; 24/7
• Visibility of the entire estate and progress of all jobs
• Immediate alert of any site that fails QMP
• Reduced time to identify and fix faults
• Sight of whether Quality Critical issues are fixed and when
• Engineers are only sent to sites that need them
• Engineers arrive at site with the correct replacement part

Outcomes and Improvements

• SDMS has seen an improvement in work practices and an increase in the number of work orders that are processed each day.
• The team is no longer having to switch between multiple tabs on manual spreadsheets where data and time can be lost.
• The field engineers are able to update the system in real time, allowing for faster job completion, part ordering and client billing.
• SDMS is able to provide Coca-Cola with  a suite of dashboard reports that are supported by more detailed reporting which can be drilled into when needed.