Spotless Strategy: Extending Emirates Contract Through Innovation

This report examines Spotless's strategic approach to extending its contract with Emirates. The strategy focuses on several key areas including meeting Emirates' budget through cost reduction and maximizing the use of products and services to improve efficiencies. Providing good services through staff training and development, increasing client satisfaction by fostering a client-centric culture, and ensuring high service quality with well-trained staff are also critical components. The report further emphasizes understanding competitors in the Emirates market to maintain a competitive edge. By focusing on these strategic elements, Spotless aims to strengthen its relationship with Emirates and secure a contract extension. Desklib provides access to similar solved assignments and resources for students.

1Spotless strategy to extend its contract
Running head: SPOTLESS STRATEGY TO EXTEND ITS CONTRACT
Spotless strategy to extend its contract with Emirates
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2Spotless strategy to extend its contract
First: Meet Emirates budget
Spotless is considered as a leading company in the marketplace, it provides integrated
facilities services in Australia and New Zealand. It utilizes its inner resources of 36 thousand
team members across the company sectors. The company strategy considers customer centricity,
growth, innovation, brand loyalty and operational excellence. Spotless is unmatched in its ability
to provide integrated services to everyday business requirements, according to Spotless Group
(2017a), as follows:
 Providing services for sustainable buildings, including Technical, engineering and
construction services
 Managing and maintaining assets
 Hospitality and catering, as it feeds about 186 thousand people per day
 Cleaning services
 Facilities management
 Laundry management
 Security and electric solutions
 Sustainability services and asset optimization.
Second: Maximise use of products
Spotless aims to reduce its utilities and assets costs and performance improvement to
reduce the cost and maximize the production efficiencies. It provides managed solutions from its
savings rather than investing the clients' capital to reduce its operating costs. According to
Spotless Group (2017a), the solutions are as follows:

3Spotless strategy to extend its contract
 Using alternative energy sources: As using solar power to substitute electricity and
maximizing the gas supply through technology that self-generate electricity, cold and hot
water.
 Optimize asset maintenance: Through reducing the maintenance costs by 40%
accompanied by lower risk.
 Smart monitoring systems: By using advanced information systems as the Internet of
things, enterprise energy management systems and energy management systems.
The company could meet all financial covenants under existing debt facilities during
2017. Also the company forecasts a positive free cash flow in fiscal year (Spotless Group,
2017b).
Third: Providing good services
The company invests in staff training and development to ensure high performance and
maintain a developed workforce. It considers the HR investments as an investment in its future.
Also, it attracts, retains and develops the highest quality staff, ensures the safety of customer
service. The training program is called "Australian Apprenticeships", it offers the required
qualifications of hospitality, cleaning, laundry operations, health, maintenance, logistics and
business and finance. Moreover, the company offers training delivery methods, as online
learning, house face-to-face, on the job training and external courses (Spotless Group, 2017c).
The provided training enables Spotless to compete in the international market.
Fourth: Increase client Satisfaction
Customer satisfaction is considered a factor that generates trust and confidence in the
offered products and services. The relationship between the customer and the company may
increase the commitment and the level of satisfaction (Bricci, Fragata, & Antunes, 2016).

4Spotless strategy to extend its contract
Spotless seeks to foster the client-centric culture. It considers the customer at the center of its
strategy, customer needs are the main driver of the company creativity and innovation (Spotless
Group, 2017a). The company seeks to deliver the best value for its clients.
Fifth: Service quality
The service quality is highly important, especially in the facilities management. It refers
to the supplier's ability to deliver a good quality service. It also involves the observation of the
service delivery contracts, complaints handling and pricing. It is important to attract the customer
through the prompt response to their requests, suggestions and inquiries (Nimer & Puad, 2012).
Spotless is highly committed to the service quality to fulfill the clients' expectations with its well
trained staff.
Sixth: Understand competitors
The competitors in the Emirates market for the integrated facilities services, single
Services and bundled Services involves a combination of all services. The large number of
industries prefers to deal with one company to handle the entire facilities management services.
Enova Company dominates the UAE facilities management market in 2016. Also, both of
Deyaar and Farnek have significantly contributed to the overall market revenues in 2016 (ken
Research, 2017).

5Spotless strategy to extend its contract
References
Bricci, L., Fragata, A., & Antunes, J. (2016). The effects of trust, commitment and satisfaction
on customer loyalty in the distribution sector. Journal of Economics, Business and
Management, 4(2), 173-177.
ken Research. (2017, Nov. 28). Facilities Management Market Outlook to 2021. Retrieved from
ken Research: https://www.kenresearch.com
Nimer, A., & Puad, A. (2012). Service quality management in hotel industry: A conceptual
framework for food and beverage departments. International Journal of Business and
Manegement, 7(14), 135-141.
Spotless Group. (2017a, Nov. 28). Integrated Services. Retrieved from Spotless:
http://www.spotless.com/services
Spotless Group. (2017b, Nov. 28). Annual Report 2016/2017. Retrieved from Spotless:
http://www.spotless.com/wp-content/uploads/2017/02/Annual-Report-2017-171024-
WEB.pdf
Spotless Group. (2017c, Nov. 28). Training and Development. Retrieved from Spotless:
http://www.spotless.com/careers/training-and-development