1. 5 EASY STEPS TO A SUCCESSFUL KITCHEN CFESA Presenters: Tina Reese Todd Maxwell MAFSI Presenters:Jeff Hessel Ray Ward NAFEM Presenter:Tom Van Der Bosch

2. WWW.CFESA.COM NEED EQUIPMENT SERVICE?

3. What is CFESA? The Commercial Food Equipment Service Association is the trade organization of professional service and parts distributors. With over 450 members representing all 50 states, Canada, Mexico and Puerto Rico, our members stock OEM parts – the best for any equipment. CFESA Certified Technicians will deliver a higher first time fix rate, thereby keeping downtime to a minimum. With nearly 3,000 CFESA Certified Technicians, there is a qualified technician in every area.

4. CFESA’S Vision Statement: The Vision of the Commercial Food Equipment Service Association (CFESA) is to be a leader in the foodservice industry. The Association and its members will be recognized as professional, forward thinking and customer oriented. CFESA’s Mission Statement: The Mission of CFESA is to anticipate trends and provide services and education to raise standards of performance, help its members meeting the challenges of the industry and ensure customer satisfaction.

5. Need Information on Equipment? WWW.MAFSI.ORG

6. What is MAFSI? The Manufacturers’ Agents Association for the Foodservice Industry is a non- profit trade association of foodservice equipment, supply, tabletop and furniture manufacturers’ sales representatives. MAFSI thrives with more than 350 member companies in the U.S. and Canada representing 2,000 sales and marketing professionals, manufacturing executives and others. MAFSI members sell 90% of all the name brands in the industry buys and are a major force in the commercial foodservice equipment, supply, tabletop and furniture industry.

7. MAFSI’s Vision Statement: The Vision of MAFSI is to have all industry partners recognize and understand the role and value of the independent representatives and for the representatives to be compensated accordingly. MAFSI’s Mission Statement: The Mission of MAFSI is to promote the professionalism and continued growth of the manufacturers’ representatives’ function worldwide.

8. OVERVIEW  The manufacture and distribution of foodservice equipment in the U.S. is an $8 billion industry.  There are an estimated 875,000 foodservice operations nationwide.  An estimated $475.8 billion will be spent in foodservice operations in 2005.  46% of all operator’s equipment budgets will stay the same for 2005, 36% will increase and 18% will decrease.

9. OVERVIEW  “Full Service” and “Fast Food” restaurants account for approximately two-thirds of all foodservice spending.  38% of all operator’s F&B budgets will stay the same for 2005, 55% will increase and 7% will decrease.  Toaster and Fryers will be the two primary cooking equipment purchases in 2005.  Steamers, Ovens and griddle/grills will follow toaster and fryers as primary cooking equipment purchases in 2005.

10. FOODSERVICE INDUSTRY PARTNERS WORKING FOR THE CUSTOMER NAFEM – North American Association of Food Equipment Manufacturers (600 members) MAFSI – Manufacturers’ Agents Association for the Food Service Industry (350 members) FEDA – Foodservice Equipment Distributors Association (300 members) FCSI – Foodservice Consultant’s Society International (800 members) CFESA – Commercial Food Equipment Service Association (400 members)

11. Association Vision/Mission Statements NAFEM’s Purpose Statement: Provide leadership to improve the global foodservice experience. NAFEM’s Mission statement: By 2006, we will transform our membership in the spirit of globalization, while preserving our values and growing our brand.

12. Association Vision/Mission Statements FEDA's Mission Statement: The Foodservice Equipment Distributors Association (FEDA) is the nationally recognized association for foodservice equipment and supplies dealers. FEDA’ s mission is to promote and protect the best interests of the dealers and to provide representation, education and management tools specifically tailored to the needs of today’s dealer, enabling them to better serve the foodservice operator.

13. Association Vision/Mission Statements FCSI’s Mission Statement: To promote professionalism in foodservice and hospitality consulting while returning maximum benefits to all members.

14. Additional Industry Links Buying Groups – A group of dealer companies who have formed to consolidate their purchasing influence with manufacturers. Broadline Distributors – (e.g. SYSCO and U.S. Foodservice) Companies that manufacture and distribute consumable goods and/or supplies used by operators.

15. FROM PURCHASE TO INSTALLATION Equipment Manufacturer Dealers Buying Groups Wholesale Distributors Manufacturers Representatives OPERATORS SERVICE COMPANIES Consultants

16. GLOSSARY OF TERMS Installation-Placing equipment in the location designated on plans. This includes leveling and connection of all necessary utilities services (gas, electricity, steam, water, etc.). Commonly called “hook-up.” Start-Up-Verification and testing of proper equipment installation and related building support systems.

17. GLOSSARY OF TERMS Demonstration is end user training on proper use and care for the equipment. This also involves maintenance procedures for long, trouble-free lifetime of equipment. Performance Check occurs after equipment has been in use for a trial period. This involves verification that equipment is performing according to the manufacturer’s standards and specifications as designed.

18. Service Glossary of Standard Terminology Response Time is calculated as the number of regular working hours the service company takes between the time the call was placed at the service agency and the time when the technician arrived at the location for service. For statistical purposes, it should exclude emergency or scheduled service calls. Clear Communication is an ETA, status of repair, next step to follow, define if warranty or non- warranty, labor rate, overtime, estimate if requested along with recommendation by/to any appropriate party. First Call Fix is defined as the reported complaint is completely repaired on the first trip. No return trip is necessary. OEM Parts are parts sold directly or indirectly by the Original Manufacturer of the piece of equipment.

19. Chain of Events 1. Operator contacts a consultant to develop a project in detail. 2. Architects/Engineers develop a design. 3. Consultant works with Manufacturers’ Rep to select the best equipment. 4. Dealer works with equipment and installation needs, contacts the manufacturer and generates a bid.

20. Chain of Events 5. Consultant and Operator evaluate the bid. 6. Consultant negotiates alterations to the bid with the Dealer. 7. A contract is awarded. 8. Installation begins by the Dealer or Subcontractor. 9. Consultant determines if everything has been installed according to contract.

21. Chain of Events 10. Dealer assures Operator has complete set of manuals along with warranty information. 11. Manufacturers’ Rep conducts demonstration. 12. An Inspection is conducted by the Authorized Service Company. 13. If or when problems occur, Operator contacts Authorized Service Company using owner’s manual and phone numbers. (www.cfesa.com)www.cfesa.com

22. WHO DOES WHAT? OPERATOR  Establish requirements  Clearly document concept and requirements  Listen to the advice of the professional team and make adjustments when advised  Be prepared to ask questions and communicate  Learn to read blueprints and understand specifications

23. WHO DOES WHAT? OPERATOR (Cont.)  Encourage cooperation among all participants  Ensure my employees understand operation and maintenance procedures  Know how and when to contact the Authorized Service Company (www.cfesa.com)www.cfesa.com  Always request OEM parts  Demand satisfaction

24. WHO DOES WHAT? CONSULTANT  Works with the Operator to develop the project in detail  Ensure specs and contract requirements are met from start to completion  Solicit and advise Operator on bids, contracts and construction schedules

25. WHO DOES WHAT? CONSULTANT (Cont.)  Assemble statistical and financial information  Work closely with Architects and Engineers  Negotiate with Dealers and Contractors  Identify potential problems  Serve as management advisory throughout the entire process

26. WHO DOES WHAT? DEALER  Verify all utility requirements before placing equipment order  Order equipment according to specs  Advise Operator of warranty terms  May provide start-up and demonstration

27. WHO DOES WHAT? DEALER (Cont.)  May install or sub-contract according to manufacturer’s instructions  Calibrate controls and minor adjustments  Advise Manufacturer when warranty term begins

28. WHO DOES WHAT? MANUFACTURERS’ REP  Provides current information on equipment pricing and code requirements  Assist in writing quotes and making proposals  Maintain close contact with the Operator  Provide Operation, Training and maintenance education

29. WHO DOES WHAT? MANUFACTURER  Provide up-to-date product information and specs to Rep  Ship equipment in a timely manner and according to contract  Provide warranty information, instructions and manuals on equipment  Provide contact information for Authorized Service Company

30. WHO DOES WHAT? MANUFACTURER (Cont.)  Communicate to Operator proper operation and maintenance procedures  Ensures proper installation, demonstration and inspection

31. WHO DOES WHAT? SERVICE COMPANY  Main contact upon project completion  May provide installation services  Provides timely service response by trained and qualified technicians  Maintains an adequate supply of inventory replacement parts

32. WHO DOES WHAT? SERVICE COMPANY (Cont.)  May provide training on proper use and maintenance of equipment  May provide preventative maintenance programs  May provide installation of equipment

33. ADDITIONAL INFORMATION For a complete list of Service Companies across the U.S. and Canada, visit www.cfesa.comwww.cfesa.com For a complete list of Manufacturers’ Representatives, visit www.mafsi.org www.mafsi.org

34. QUESTIONS & ANSWERS