SLAs define and document Food Services activities, performance levels, and measurements in relation to all sub-service line Food Services activities to align with the CBRE Client contract. Identifying the level of quality, specification, quantity, and measurement of the Services, as well as identifying the aspects that are, outside of the supplier partner’s scope. Cleaning responsibilities within Food Service facilities are, for example, an area that can create uncertainty, and is therefore important to document the demarcation lines between the Food Services suppliers cleaning responsibilities and that of others within the space the supplier utilises and occupies.
The key metrics that are used to measure the SLA performance are to be aligned with the CBRE client-contract metrics, identified and documented with the supplier and represent the agreed-upon KPIs compared with suppliers' performance.
- Define and document Food Services activities, performance levels, and measurements aligned to the CBRE client contract
- Identifying the level of quality, specification, quantity, and measurement of the Services and any items that are outside of the supplier’s scope
1. SLA Objectives
2. SLA Desired Outcomes
FS-031 Ver 1.2 (Aug 23)
SLAs and their definitions may be enterprise-wide across an individual account or may vary by country, area, site, service, or end-user group, documented individually within local formal SLA and SOW flow-downs. SLAs may also change throughout the term of the contract, according to the changing requirements of CBRE and clients and to accommodate fluctuations in building population and food services participation levels.
Service levels are defined and agreed upon between CBRE and the Supplier prior to the contract's go-live and in accordance with the relevant terms of the flow-downs either in place or in the process of completion.
SLAs shall be developed with Service Specifications and Service Standards. The SLA’s may only be modified through formal documented authorisation and approval by CBRE through an agreed change control process for each SLA revision. Authorised changes to SLAs shall not become effective until the formal authorisation process is concluded, GWS client authorisation has been obtained and key stakeholders, affected parties, and clients are appropriately informed.
Against a continuous improvement backdrop, service levels are to be comparable to or better than Food Service baseline measurement levels prior to transition, with the exception of planned material changes and variations agreed upon and documented prior to transition.
CBRE is responsible to ensure that the supplier adheres to and delivers upon the service levels within the SLAs, making every effort to swiftly remediate any situation where Food Service performance falls outside of agreed service levels and within agreed timelines. Understanding the true drivers behind a supplier not delivering an agreed SLA is key when managing Food Service supplier partners. There are often logistic or labour resource challenges for Food Service supplier partners that create issues with SLA archival, which must be identified and understood in order to effectively remediate sub-standard supplier performance.
The key metrics to measure the SLA performance should be aligned to the GWS client contract metrics, identified and documented with the supplier, representing the agreed KPIs against which the suppliers performance shall be managed.
3. SLA Key Notes
Reference Template:
Food Services SLA Template
4. Useful Links
Supplier establishes and maintains local authority legislative compliance, and internal governance across all Food Services within the SOW regarding Food Safety, Food Hygiene, HACCP, HSE & COSHH for each site within scope
CBRE / Client requirements are met
Supplier provides Food Services detailed within the SOW for each aspect of the service, ensuring agreed level of quality, portion size, product specification, variety, pricing and customer service
Food standards are consistently achieved
A balance of healthy, cost effective and sustainable products being procured to meet the agreed quality standard detailed within the SLA’s, with "A" grade, class 1 products being the standard, specific local classification.
(Note: may vary by country)
Supplier maintains trained staff to deliver services professionally and consistently from documented SLA’s from which the supplier can be managed and measured
Food Services
SLA Development
Contracting
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SLA’s will require customisation based on the services being delivered.
Below is a sample of the SLA’s that can be put in place across cafés, MRE and vending offerings.
Reference Template:
Food Services SLA Template
Key Result Area
Key Performance Indicators
Measurement
Method
Timing
Customer Service
Speed of Service
Wait times must not exceed the following:
Peak times 1-5 minutes
Off-Peak times 1-8 minutes
Stop watch measurement once a fortnight and included in customer satisfaction survey
Reported monthly
Queue Management
Expectation
Catering employees to make eye contact acknowledging customers in queue
Inspection by Facility Manager
Observation by customers and included in the customer satisfaction survey
Once a week
Once a quarter
Function Service
Orders to be placed by users a minimum of 24 hours before the function, costed and confirmed to the user
Orders to be delivered to designated meeting rooms:
- On time, as per specification
On-site Catering Manager to monitor compliance
In writing to patrons
Surveyed a minimum of 5 function users per month
Non compiiance reported monthly
Customer Surveys
Surveys to be conducted for each area of service
Customer satisfaction survey to be conducted with 85% satisfaction rating, electronically and manually
Results, analysis and remedial action plan provided to Client
Bi-annual
After close of Survey
Servery presentation
Servery counters to be kept replenished during service times and maintained as per clean, smear-free standard
Catering employees to convey a smart professional and helpful service within catering environment
Facility Manager to check compliance via customer satisfaction survey
Ad-hoc
Bi-annual
Enquiry Response Management
All enquiries to be responded to
Complaints to be acknowledged
Communication on remedial action taken
In writing
In writing
In writing
Within 1 x business day of complaint
Food Services
SLA Development
Contracting
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FS-031 Ver 1.2 (Aug 23