5 EASY STEPS TO A SUCCESSFUL KITCHEN

CFESA Presenters: Tina ReeseTodd Maxwell

MAFSI Presenters: Jeff HesselRay Ward

NAFEM Presenter: Tom Van Der Bosch

WWW.CFESA.COM

NEED EQUIPMENT SERVICE?

What is CFESA? The Commercial Food Equipment Service Association is the trade organization of professional service and parts distributors. With over 450 members representing all 50 states, Canada, Mexico and Puerto Rico, our members stock OEM parts – the best for any equipment. CFESA Certified Technicians will deliver a higher first time fix rate, thereby keeping downtime to a minimum. With nearly 3,000 CFESA Certified Technicians, there is a qualified technician in every area.

CFESA’S Vision Statement:

The Vision of the Commercial Food Equipment Service Association (CFESA) is to be a leader in the foodservice industry. The Association and its members will be recognized as professional, forward thinking and customer oriented.

CFESA’s Mission Statement:The Mission of CFESA is to anticipate trends and provide services and education to raise standards of performance, help its members meeting the challenges of the industry and ensure customer satisfaction.

Need Information on Equipment?

WWW.MAFSI.ORG

What is MAFSI? The Manufacturers’ Agents Association for the Foodservice Industry is a non-profit trade association of foodservice equipment, supply, tabletop and furniture manufacturers’ sales representatives. MAFSI thrives with more than 350 member companies in the U.S. and Canada representing 2,000 sales and marketing professionals, manufacturing executives and others. MAFSI members sell 90% of all the name brands in the industry buys and are a major force in the commercial foodservice equipment, supply, tabletop and furniture industry.

MAFSI’s Vision Statement:The Vision of MAFSI is to have all industry

partners recognize and understand the role and value of the independent representatives and for the representatives to be compensated accordingly.

MAFSI’s Mission Statement:The Mission of MAFSI is to promote the

professionalism and continued growth of the manufacturers’ representatives’ function worldwide.

OVERVIEW

The manufacture and distribution of foodservice equipment in the U.S. is an $8 billion industry.

There are an estimated 875,000 foodservice operations nationwide.

An estimated $475.8 billion will be spent in foodservice operations in 2005.

46% of all operator’s equipment budgets will stay the same for 2005, 36% will increase and 18% will decrease.

OVERVIEW

“Full Service” and “Fast Food” restaurants account for approximately two-thirds of all foodservice spending.

38% of all operator’s F&B budgets will stay the same for 2005, 55% will increase and 7% will decrease.

Toaster and Fryers will be the two primary cooking equipment purchases in 2005.

Steamers, Ovens and griddle/grills will follow toaster and fryers as primary cooking equipment purchases in 2005.

FOODSERVICE INDUSTRY PARTNERSWORKING FOR THE CUSTOMER

NAFEM – North American Association of Food Equipment Manufacturers (600 members)

MAFSI – Manufacturers’ Agents Association for the Food Service Industry (350 members)

FEDA – Foodservice Equipment Distributors Association (300 members)

FCSI – Foodservice Consultant’s Society International(800 members)

CFESA – Commercial Food Equipment Service Association (400 members)

Association Vision/Mission Statements

NAFEM’s Purpose Statement:Provide leadership to improve the global foodservice

experience.

NAFEM’s Mission statement: By 2006, we will transform our membership in thespirit of globalization, while preserving our values and

growing our brand.

Association Vision/Mission Statements

FEDA's Mission Statement:

The Foodservice Equipment Distributors Association (FEDA) is the nationally recognized association for foodservice equipment and supplies dealers. FEDA’ s mission is to promote and protect the best interests of the dealers and to provide representation, education and management tools specifically tailored to the needs of today’s dealer, enabling them to better serve the foodservice operator.

Association Vision/Mission Statements

FCSI’s Mission Statement:

To promote professionalism infoodservice and hospitality consultingwhile returning maximum benefits toall members.

Additional Industry Links

Buying Groups – A group of dealer companies who have formed to consolidate their purchasing influence with manufacturers.

Broadline Distributors – (e.g. SYSCO and U.S. Foodservice) Companies that manufacture and distribute consumable goods and/or supplies used by operators.

FROM PURCHASE TO INSTALLATION

Equipment Manufacturer

Dealers

Buying Groups

WholesaleDistributors

Man

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rs R

ep

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nta

tives

OPERATORS

SERVICE COMPANIES

Consultants

GLOSSARY OF TERMS

Installation-Placing equipment in the location designated on plans. This includes leveling and connection of all necessary utilities services (gas, electricity, steam, water, etc.). Commonly called “hook-up.”

Start-Up-Verification and testing of proper equipment installation and related building support systems.

GLOSSARY OF TERMS

Demonstration is end user training on proper use and care for the equipment. This also involves maintenance procedures for long, trouble-free lifetime of equipment.

Performance Check occurs after equipment has been in use for a trial period. This involves verification that equipment is performing according to the manufacturer’s standards and specifications as designed.

Service Glossary of Standard Terminology

Response Time is calculated as the number of regular working hours the service company takes between the time the call was placed at the service agency and the time when the technician arrived at the location for service. For statistical purposes, it should exclude emergency or scheduled service calls.

Clear Communication is an ETA, status of repair, next step to follow, define if warranty or non- warranty, labor rate, overtime, estimate if requested along with recommendation by/to any appropriate party.

First Call Fix is defined as the reported complaint is completely repaired on the first trip. No return trip is necessary.

OEM Parts are parts sold directly or indirectly by the Original Manufacturer of the piece of equipment.

Chain of Events

1. Operator contacts a consultant to develop a project in detail.

2. Architects/Engineers develop a design.3. Consultant works with Manufacturers’

Rep to select the best equipment. 4. Dealer works with equipment and

installation needs, contacts the manufacturer and generates a bid.

Chain of Events

5. Consultant and Operator evaluate the bid.

6. Consultant negotiates alterations to the bid with the Dealer.

7. A contract is awarded.8. Installation begins by the Dealer or

Subcontractor.9. Consultant determines if everything has

been installed according to contract.

Chain of Events

10. Dealer assures Operator has complete set of manuals along with warranty information.

11. Manufacturers’ Rep conducts demonstration.

12. An Inspection is conducted by the Authorized Service Company.

13. If or when problems occur, Operator contacts Authorized Service Company using owner’s manual and phone numbers. (www.cfesa.com)

WHO DOES WHAT?

OPERATOR Establish requirements Clearly document concept and

requirements Listen to the advice of the professional

team and make adjustments when advised

Be prepared to ask questions and communicate

Learn to read blueprints and understand specifications

WHO DOES WHAT?

OPERATOR (Cont.) Encourage cooperation among all

participants Ensure my employees understand

operation and maintenance procedures Know how and when to contact the

Authorized Service Company (www.cfesa.com)

Always request OEM parts Demand satisfaction

WHO DOES WHAT?

CONSULTANT

Works with the Operator to develop the project in detail

Ensure specs and contract requirements are met from start to completion

Solicit and advise Operator on bids, contracts and construction schedules

WHO DOES WHAT?

CONSULTANT (Cont.)

Assemble statistical and financial information

Work closely with Architects and Engineers

Negotiate with Dealers and Contractors Identify potential problems Serve as management advisory

throughout the entire process

WHO DOES WHAT?

DEALER

Verify all utility requirements before placing equipment order

Order equipment according to specs Advise Operator of warranty terms May provide start-up and demonstration

WHO DOES WHAT?

DEALER (Cont.)

May install or sub-contract according to manufacturer’s instructions

Calibrate controls and minor adjustments Advise Manufacturer when warranty term

begins

WHO DOES WHAT?

MANUFACTURERS’ REP

Provides current information on equipment pricing and code requirements

Assist in writing quotes and making proposals

Maintain close contact with the Operator Provide Operation, Training and

maintenance education

WHO DOES WHAT?

MANUFACTURER

Provide up-to-date product information and specs to Rep

Ship equipment in a timely manner and according to contract

Provide warranty information, instructions and manuals on equipment

Provide contact information for Authorized Service Company

WHO DOES WHAT?

MANUFACTURER (Cont.)

Communicate to Operator proper operation and maintenance procedures

Ensures proper installation, demonstration and inspection

WHO DOES WHAT?

SERVICE COMPANY

Main contact upon project completion May provide installation services Provides timely service response by trained

and qualified technicians Maintains an adequate supply of inventory

replacement parts

WHO DOES WHAT?

SERVICE COMPANY (Cont.)

May provide training on proper use and maintenance of equipment

May provide preventative maintenance programs

May provide installation of equipment

ADDITIONAL INFORMATION

For a complete list of Service Companies across the U.S. and Canada, visit www.cfesa.com

For a complete list of Manufacturers’ Representatives, visit www.mafsi.org

QUESTIONS & ANSWERS