The Wilkinson Group

About The Wilkinson Group

The Wilkinson Group, Inc. was founded in 1994 to assist client companies in making more efficient and effective decisions regarding the refreshment services, (vending, cafeteria, and coffee services), that they are utilizing to serve their employees and/or customers. And, to represent and protect the client’s interests throughout the term of service with any vendors to whom such refreshment services are contracted.

The premise for The Wilkinson Group evolved from the professional experiences and observations of the company founder during his tenure as a refreshment service operator:

The number of refreshment service operators (especially coin-operated vending machine services) that combine high caliber standards for quality, and business ethics that are beyond reproach, is in sad disproportion to the total number of operators in many markets.

The general view of, (and, therefore, expectations from), the refreshment industry is shaped more by the mediocrity of most service operators than it is by the superior performance of a few operators.

Even when dealing with the best service operators in a given market, clients are often disadvantaged by what they do not know about the industry they are contracting with, (during both the initial negotiation and on-going management processes).

Refreshment service operations are significantly more complex than most clients realize or are aware of.

There are very few resources available to clients who recognize the previous points and wish to augment their refreshment industry knowledge, (or the time they have available to devote to refreshment services), in order to achieve the best possible results for their company or the end users of the services.

To serve this identified need within the business marketplace, The Wilkinson Group established the following internal qualifications and client resource services:

Internal Qualifications Initial Consultation & Analysis Service Re-design Request For Proposal Process Selection of Vendor(s) Transition Management Services Management Professional Fees

Today, The Wilkinson Group serves a wide array of major client’s located in most major markets across thirty three states and throughout Canada, and is positioned for immediate expansion into any additional market. This dramatic growth has been client driven in response to the real, significant, and quantifiable benefits gained for our clients through our unique application of industry expertise.

Internal Qualifications

The Wilkinson Group’s consultants all come from operations backgrounds within the vending and/or food service industry where they apprenticed with service operators exhibiting the highest caliber standards. Additionally, The Wilkinson Group stays abreast of the latest industry developments and trends through a variety of sources, (i.e., trade shows, industry publications, dialogues with equipment and product manufacturers, etc.); and, is a member of National Automated Merchandisers Association (NAMA).

Initial Consultation & Analysis

The Wilkinson Group’s initial consultation develops the client’s objectives for the refreshment services and includes a detailed analysis of current services to quantify any opportunities for improvement. If the analysis identifies a significant potential for improved performance against the client’s objectives and locally available service standards, a written report recommends a plan to capture the additional benefits identified. The recommended plan may include a re-negotiation with the current supplier(s); award to more qualified supplier(s); or a Request For Proposal that is competitive among the most qualified operators within the client’s market, (and may or may not include the current supplier(s)).

Service Re-Design

An analysis of current services enables The Wilkinson Group to design the ideal service and equipment configuration to serve the client’s objectives for each of their service sites, (i.e., relative to customer satisfaction, gross sales, logistical considerations, and any financial interests---whether income or cost). As consultants with over 30 years of specialized experience in the vending and food service industries, The Wilkinson Group, representing the client, can effect recommendations and designs that are free of the biases and concerns that typify the presentations and recommendations of vendors representing their companies.

Request For Proposal Process

In the event that a Request For Proposal is indicated by the analysis process, The Wilkinson Group will work with the client to create a comprehensive RFP that will include the new service and equipment designs. The bid specifications and RFP are then forwarded to the owners and/or top management of the service operators who have been pre-qualified as the best available in the client’s area. Participating service operators will also receive a "Vendor Response to RFP" form designed to standardize and simplify the information returned for evaluation.

Please note that this process typically bypasses the marketing departments of the competing operators.

Selection of Vendor(s)

After a thorough evaluation of the information submitted by the service operators participating in a Request For Proposal, (including a comparative analysis of the proposals returned, evaluation of accountability systems, reference checks, and site visitations of both the operators’ facilities and customer locations as appropriate), The Wilkinson Group will select or recommend the operator best qualified to perform to the operational and financial objectives of the client. The Wilkinson Group will then assist the client with the negotiation of the details of a service contract to represent the basis of the relationship established; ensuring that it will protect the interests of the client.

Transition Management

The Wilkinson Group coordinates with all parties for the implementation of service upgrades, (client’s facilities, outbound operator and inbound operator), to minimize any interruption of services and verify the compliance of the installation with the proposed and agreed upon equipment and service structure. The Wilkinson Group also initiates and follows all actions necessary to complete any outstanding details.

Services Management

After implementation of new service designs and upgrades, The Wilkinson Group converts its client representation to activities consistent with the on-going maintenance of the relationship with the operator. This includes:

Monthly monitoring of the operator’s financial performance, (whether commission reporting and payment, cost control, or a combination).

Periodic Performance Appraisals with Client to monitor the operator’s service performance; and, follow-up on any action reports for the operator that are generated therefrom.

Continual monitoring of new equipment and product developments for their application to the needs of each client, with recommendations as appropriate.

Continual availability to serve as the client’s advocate with regard to any service issues that may arise during the course of any operator’s contract term.

Periodic analysis of the operator’s financial performance and trends.

Professional Fees

The Wilkinson Group only accepts projects where we can guarantee that the client’s financial interests will be improved as significantly as the operational improvements that will be experienced by the client’s employees or customers who are the end users of the services. Additionally, because of a cost mechanism similar to that of a travel agent, (in that the expense is charged to the service provider without adversely impacting the need for competitive service pricing and client commission/cost quotes), most Wilkinson Group services and benefits are provided to our clients with no direct cost.