Our Texaco story

Achieving excellent end-user satisfaction on top of year-on year-savings against budget

The five year relationship between Texaco and Taylor Woodrow is an excellent example of the core benefits that a partnership can bring to multi-location portfolios. By working together with the client and building on smart management information systems, Taylor Woodrow’s experienced managers have consistently delivered year-on-year savings against budget - up to 25% in 2008 - as well as significantly improved end-user confidence and satisfaction.

Key facts

• 5-year FM partnership after competitive tender
• 35,000 work orders per year
• Multi-skilled Repair Technicians (MRT) solution
• Managing 300 specialist suppliers
• Year-on-year savings against FM budget

Texaco’s challenge
In 2007, Delek Petroleum acquired Chevron Texaco’s activities in the Benelux, including the 803 Texaco petrol and service stations. Despite a difficult market environment, Delek Petroleum has the ambition to invest and expand beyond their existing station network. Taylor Woodrow acts as a flexible partner and facilitates the integration of newly acquired petrol station networks as well as taking on a strategic sourcing role on the basis of shared goals, benefits and risks.

Scope of our service

• Multi-lingual helpdesk in Antwerp
• Project, Commercial, Asset and Supplier Management
• Service delivery through TW multi-skilled technicians and a network of 300 specialist suppliers
• Use of Facilities Management and Accounting Information Systems
• Accident damage insurance claims management
• Managing compliance of infrastructure

Examples of Taylor Woodrow's added value

Waste Management optimisation
Whilst initially only responsible for hard FM activities, we engaged in an in-depth analysis of the existing waste management system. As inefficiencies were identified, we proposed scenarios for improvement to line-up an effective service delivery for Texaco’s waste management. In a strategic partnership with specialist supplier, Van Gansewinkel, we were able to optimise the service delivery as well as to realise significant cost savings of 40% on average per site.

Excellent end-user satisfaction
Through a system of regular customer surveys we gather feedback from end-users and benchmark it against agreed on service levels. In addition, Texaco organises internal stakeholder surveys to capture multiple satisfaction levels. On both surveys, we outperform set targets and achieve an excellent level of end-user satisfaction. A concrete example of how we actively drive these high satisfaction levels has been the introduction of a smart notice system. By sending out automatic work order updates to end-users, customer confidence on this issue increased from 55% to above 85%.

Smart MI based Supplier Management
Our extended Facility Management Information System (FMIS) generates focused operational and financial reports on a real-time, weekly and monthly basis - including fully configurable online KPI dashboards. Taylor Woodrow's managers proactively use this management information, as opposed to just the reporting. The Moment Of Truth (MOT) report is such a performance monitoring tool and combines indicators like SLA performance, first time fix and longest outstanding jobs. It enables our managers to focus on trends and hot spots when talking to suppliers and tackling those issues that are the most essential to Texaco's business.