Key Elements to Managing a Multi-Site As-Built Survey Program
Multi-Site As-Built surveys for national brands are the first, and one of the most important steps in kicking off your brand’s multi-location expansion, rebranding, or remodel initiatives. These survey programs can involve hundreds or even thousands of locations across the country, where each As-Built survey needs to be individually scheduled, tracked, completed and delivered to a uniform standard of deliverable within a specified timeline. The sheer pace of such a program, sometimes requiring completion and delivery of as many as 50 locations per week, can easily cause things to run off track – a potentially spectacular fail with so much at stake for the client.
To successfully run a site survey program like this requires a heightened level of project management and coordination, which very few companies are able to do well. At PPM, we think that Multi Site As-Built program management is one of our core competencies, thanks to our longtime focus on workflow processes, as well as experience completing over 19,000 surveys over the past 18 years. Here are the top 5 things we focus on when we are managing a Multi-Site As-Built survey program:
1. Client Communication
This is the top requirement that our clients have for us when we start a new program, so it is #1 for a reason. Our clients deserve to know the status of all locations and remain abreast of the progress. In the rare case that a site visit were to have complications, our team is sure to communicate this immediately to remedy the issue.
In the beginning of every program, we ask the client about their preferred method of receiving general updates and urgent alerts, along with frequency. We typically like to set up a weekly check-in call to exchange direct status updates, answer questions, discuss deliverable feedback, address any issues should they arise, and do a general check-in.
The scheduling logistics can make or break a program. The ideal scenario that leads to the best result is when we are able to obtain a list of ALL program locations prior to full rollout. It’s even better if the client passes along a general order of priority – whether it’s regional, by franchisee, or any other parameter. This allows us to strategize our approach in the most efficient way possible.
When we get a list of locations we map them all out, and within minutes can see where we have direct coverage, indirect coverage, or perhaps no coverage (such as North Dakota) in which case our team will get to work finding a resource in that area. Next, we can begin planning our Pilot Program and pairing locations with qualified surveyors.
3. Tracking / Reporting
Our entire Program Management Team has direct program metrics and targets based on the Client/Program needs, that are monitored closely to ensure we’re always on the right track.
We use a combination of our internal program management software that houses all the data along with an external platform that transforms this data into easily digestible charts/graphs. These allow us to see, at a glance, how many and which locations are…
- Upcoming to be surveyed
- Coming in from surveyors
- In the drafting phase
- Due to the Client
- Revisions, if any
- …and almost anything else we might need to track for a specific program.
Program Tracking Dashboard
A large, nationwide As-Built survey program can have as many as 50+ people involved, so it truly does require exceptional teamwork and coordination to execute successfully. Here’s a few of the people directly involved on each individual survey:
- Program Manager – Manages the program and is responsible for overall success of the program as defined by client satisfaction.
- Assistant Program Manager – Responsible for scheduling, invoicing, surveyor coordination and status, file intake, and a million other catch-all items!
- Production Lead – Responsible for coordinating our internal drafting and preparation of our final deliverable package. Also helps with initial training and onboarding of surveyors as well as our internal drafters.
- Surveyors – Perform all field work on location.
- CAD Drafter – CAD/Deliverable setup and final packaging.
- Quality Assurance Specialist – Performs quality assurance by checking each location’s measurements and verifies the scope of work and client specifications are met prior to delivery.
We love it when things go as planned, but are always prepared to make adjustments or contingency plans when the inevitable happens – client needs may change, weather implications, access issues, or, for example, a franchisee who is worried about impact to the flow of business. We’ve tackled it all and are dedicated to ensuring happy clients, a smooth process, and assuring all businesses are able to flow as normal.
There are many moving parts to national As-Built site survey programs, but we know that getting these 5 elements right ensures we’re in sync with our client and the franchise owners teeing all parties up for a smooth rebrand, expansion, or remodel – whatever the project may be.
To learn more about how we manage large, Multi-Site programs, visit our process page. Check out how we start with our signature pilot program to ensure the scope of work and template is exactly what your team needs before kicking off the nationwide program where we’re able to measure 40-50 locations per week.
“We love your project management, attention to detail and quick mobilization.”
– Jonathan Tsao | TSAO Design Group, San Francisco, CA