Total Quality Approach Pays Off For Minsters Midlands Pair

Press release date: 25-Apr-2007

Taking over the Birmingham branch of the Minster Services Group could have been a daunting task given the fact that it had been a company-owned outlet for the previous 20 years generating annual sales of nearly £1 million and, as the very first branch operated by Minster founder, Alan Haigh, had provided the springboard for the company’s future growth.  

But Kevin Jones and Bernadette Hanley did just that in May 2002 and, in less than five years, have increased turnover by over 50%. They have never been afraid of a challenge and liked the idea of taking over a business with an established customer base and a substantial turnover. Disciples of American management guru, Professor Edwards Deming, they introduced total quality management systems which they had previously used successfully in the manufacturing sector. As Kevin says, “Everything we do has to have a value - if you can’t measure it, you can’t manage it.”

In late 2002, they took over the neighbouring Black Country territory to which they applied their techniques with similarly successful results. Today, the Birmingham branch has the highest turnover of any Minster outlet, absenteeism at both branches is low and client satisfaction is correspondingly high. Kevin and Bernadette’s efforts were recognised at the company’s recent Annual Conference when they were named as Franchisees of the Year. The award, which is based on a number of factors including sales growth, gross profit, customer retention and new business development, is assessed over a 12-month period.

Minster Managing Director, Mark Huckle believes that the quality of franchisees has been key to the company’s success, "We need people like Kevin and Bernadette who have management skills coupled with the drive to succeed in business for themselves and yet value the advantages that a network such as ours can provide.”

The market for office cleaning services is huge and the size of territories available to Minster franchisees means that their opportunities for growth are virtually unlimited. 
                                                                                                                                                                                                                                                                                                                                                                                                                                              The Minster Cleaning Services logo represents a brand which has become well established over a quarter of a century - both in franchising and in the world of commerce - and is synonymous with integrity, professionalism and success. The power of the Minster brand can be seen in the company’s performance and growth record. A planned programme of investment and training drives the company forward and turnover for 2007 will pass £30 million – an average of well over £700,000 per franchisee.

Minster provides franchisees with high levels of support in all key areas of their business -  legislation requires employers to prove due diligence in providing a safe and healthy working environment for their employees, many other complex issues such as Age Discrimination and the Working Time Directive need to be fully understood and applied in the workplace as required.

The company has established relationships with specialists in employment law and health and safety who provide guidance when laws or codes of practice change and are on hand to help with any individual queries that franchisees may have.

Minster franchisees come from all walks of life including accountancy, brewing, transport and advertising but they share a number of attributes including people skills, management ability, commitment and resilience.