Challenge – Short Timeline to Replace Incumbent Operator
The management of a prestigious 800-bed hospital in a major U.S. city was dissatisfied with the foodservice operator serving their patients and the in-house retail cafés. The client was eager to have a completely new vendor installed in less than nine months, and a field of six operators were identified to potentially take over the foodservice. The challenge was to create a comprehensive Request for Proposal and vetting process that would avoid the mistakes of the last operator relationship, define the most critical deliverables, and guarantee success.
Solution – A Rigorous Operator Selection Process
IHS worked with the hospital’s upper management and C-suite executives to develop a specifics-heavy RFP that would identify the best fit for the hospital. After managing the pre-qualification process, IHS brought in six candidate companies for two-hour “Visioning Sessions” that allowed the operators to present their value propositions and records of success. After careful deliberation the selection committee narrowed the field to three finalists. IHS then led the evaluations of proposals and coordinated a second round of reviews that included intensive presentations of operator capabilities and thorough proposal cross-examinations.
Results – From Operator Selection to Full Implementation
IHS and hospital leadership determined the best operator for the job, and IHS negotiated the contract to make sure that the commitment would match the proposal. Time was also short for managing the transition—which had to be seamless and accomplished on a single day. During the three months between selection and transition, IHS, the hospital management, and the new vendor met weekly to stay ahead of key milestones. The transition was a complete success, even incorporating new patient software and automated spoken menu ordering on day one. IHS also built in operator accountability to the program by scheduling full, semi-annual quality assurance assessments powered by the IHS CrossCheck tool.