Total Q S R

A Message from Lord Pickles and Lord Blunkett, followed by Total Q S R's best practice article

The ability to listen and learn from one another has always been vital in parliament, in business and in most aspects of daily life. But at this particular moment in time, as national and global events continue to reiterate, it is uncommonly crucial that we forge new channels of communication and reinforce existing ones. The following article from Total Q S R is an attempt to do just that. We would welcome your thoughts on this or any other Parliamentary Review article.

Blunkett signature Rt Hon The Lord David Blunkett
Pickles signature Rt Hon The Lord Eric Pickles

Operations Director
Total QSR van in front of
the office
Providing catering equipment and maintenance to a number
of leading restaurant brands, Total QSR have upgraded
their internal systems and invested in the training of their
engineers to ensure the highest level of service. Originally
established as consulting engineers, they have grown significantly
and now work alongside Wagamama, Roadchef and Welcome
Break. In order to manage the lack of skilled catering engineers
in their sector, they have begun to train their own apprentices.
Operations Director Luke Herridge and Commercial Director
Sarah Kirby tell
The Parliamentary Review
about the history of the
company and how they have modernised their internal systems
to improve efficiency.
We began trading in 1989 in Melksham, Wiltshire, as MSK with three original
partners: Marles, Scanlon and Kirby. Originally established as consulting engineers,
we worked on projects such as the Jubilee extension on the underground and
providing health and safety services to the likes of McDonald’s and Burger King.
Later on, Burger King took the decision to move away from company-owned
stores to becoming franchisee run, deciding that all staff engineers would be made
redundant. By chance, Bob, our managing director, was invited to the meeting
to present on compliance. He raised his hand and asked if he could take on
Several months later, he received a call from an American Burger King associate
asking if he was serious about taking on the engineers. This is where our leap
»Operations Director:
»Established in 1989
»Based in Melksham
»Services: Catering and
electrical engineering
»No. of employees: 45
Total QSR
Highlighting best practice
into commercial catering engineering
We now operate as a national
company with over 45 members of
staff, offering a range of services. Our
catering engineers are the biggest arm
of the company, completing reactive
callouts ranging from a three-hour
to a five-day service level agreement,
depending on how trade critical the
piece of equipment is to the kitchen.
In addition, we provide planned
preventative maintenance plans and
supply new to our customers.
Our electrical team also complete
compliance works; perform fixed
wire, emergency light and portable
appliance testing; and undertake any
remedial works, alongside responding
to reactive callouts.
Catering for a range of clients
Our main aim has been to ensure that
our customers stay open for business.
We ensure that all our engineers are
trained to achieve this. This brings us
several challenges, as our customers
use a broad spectrum of catering
equipment from many different
countries and manufacturers, and
frequent model changes and upgrades
result in our engineers carrying
£40,000 of van stock onaverage.
Theneed to carry such a large van stock
enables a high first time fix percentage.
Our challenge was made easier when
we updated our job management
software to simPRO. This enabled us to
manage our purchases closer, improve
our reports and enhance our stock
management and automated stock
reordering. This allows us to tailor
individual vans to the client base in
each area.
Our financial commitment to holding
stock has been at the forefront of our
promise to our customers. This has,
in turn, enabled us to ensure that our
customers stay trading when others
would be unable do so, setting us
apart from the competition.
Ensuring the quality of our
Running a company with the standards
that we expect of our engineering
teams is no mean feat. The growth
we’ve seen over the last few years has
meant adding to our engineering teams
and changing their setup and structure.
Catering engineers are not easy to
come across at the best of times and
are inevitably a rare and specialist
breed, requiring an understanding of
both gas and electrical systems. Our
engineers are all customer facing and
need to have the skills and mentality
we expect. We have, on occasion,
found it difficult to add to our skilled
teams but have ensured that any new
engineers who have joined us have
enhanced the quality of these teams.
There is a shortage of engineers within
our industry, and we have decided to
impart the wisdom and experience of
our current engineers onto our new
trainees, who work within our skilled
teams while they qualify. In developing
our own engineers, our objective
We now operate as a
national company with
over 45 members of
Our main aim
has been to
ensure that
our customers
stay open for
is to ensure that the quality of the
workforce we offer to our customers
stays at high levels for years to come.
We are very proud to say that we work
for some of the highest performing
restaurant brands in the country.
These include Wagamama and the SSP
Group, who would have served you if
you have had a meal at an airport, a
railway station or Centre Parcs. Moto,
Welcome Break and Roadchef have
been customers for over 15 years.
Each of our customers has a certain
ethos for how they run their business,
and this is reflected in the differing
requirements they have from our
company. Site access is crucial, and our
engineers need to be in and out of the
kitchens to avoid disruptions to service.
Many of the kitchens are on display
for customers to see, making access
opportunities limited.
The locations of many of our customer
sites are within security-controlled
areas, such as airports and railway
stations, leading to us specialising in
obtaining passes and permits in order
to gain access – a challenge many
others fail to understand and achieve.
Improving our internal systems
Based at our long-serving office
in Melksham, our teams plan the
engineering day, handle our telephone
calls, provide quotes and order parts
while ensuring that customers pay
their invoices on time. The challenges
we have mentioned above ensure that
the office team’s day is as varied as it is
demanding. The office is home to the
planning, spares and accounts teams,
who work tirelessly to maximise the
engineers’ work, providing support to
the engineers, communicating with our
customers and challenging suppliers on
a daily basis.
Our growth has seen many procedural
changes with the implementation of
our simPRO systems, which give us
a greater view of the business and a
better day-to-day picture of what we
are achieving while highlighting any
gaps before they become an issue.
We’ve improved our technologies
within the office, which now runs on
a leased internet line. Prior to this,
we were at the mercy of an inferior
service, which impacted our business
as a whole. New telephone systems
and upgrades to Office 365 have
meant that we stay operational at
all times, delivering a comprehensive
professional service. In addition, we
are undertaking renovations to give
the office teams more space and to
improve their working environments.
These improvements to our office,
alongside our development of the next
generation of engineers, will propel us
successfully into the future.
Delivering a
Our office team work
tirelessly to maximise the
engineers’ work

This article was sponsored by Total Q S R. The Parliamentary Review is wholly funded by the representatives who write for it. The publication in which this article originally appeared contained the following foreword from Rt Hon Michael Gove.

Rt Hon Michael Gove's Foreword For The Parliamentary Review

By Rt Hon Michael Gove

This year's Parliamentary Review comes at a momentous time for parliament, as we collectively determine the destiny of the United Kingdom. 

On October 31, the UK will leave the European Union. The successful implementation of this process is this government's number-one priority.

Three years after a historic referendum vote, we will deliver on the decisive mandate from the British people. Trust in our democracy depends on it. Until that final hour, we will work determinedly and diligently to negotiate a deal, one that abolishes the backstop and upholds the warm and close relationship we share with our friends, allies and neighbours in the EU. But in the event that the EU refuses to meet us at the table, we must be prepared to leave without a deal.

As the Chancellor of the Duchy of Lancaster, it is my job to lead on this government's approach, should that scenario happen. Preparing for Brexit is my department's driving mission. But while I am leading this turbocharged effort, the whole of government is committed to this endeavour.

Ministers across Whitehall are working together to ensure that every possibility is considered, every plan is scrutinised and every provision is made. A daily drumbeat of meetings means that we are holding departments accountable, so that preparations are completed on time.

The chancellor has confirmed that all necessary funding will be made available. And we have mobilised thecivil service, assigning 15,000 of our most talented civil servants to manage our exit from the EU.

We will make sure that on November 1, there is as little disruption to national life as possible. Our trade relationships will continue to thrive, thanks to agreements with countries around the world worth £70 billion. Our country will remain secure, thanks to nearly 1,000 new officers posted at our borders. And the 3.2 million EU nationals now living and working among us can remain confident, with absolute certainty, of their right to remain in the UK.

Above all, our goal is to be transparent. Soon, we will launch a public information campaign so that citizens, communities and businesses are ready and reassured about what will happen in the event of “no deal”.

In my first few weeks in this role, I have travelled to ports and tarmacs, borders and bridges, all across the UK –from the seaside of Dover to the rolling green hills of County Armagh. I have heard from business owners and border officials, farmers and hauliers. They are ready to put an end to uncertainty. And they are ready to embrace the opportunities ahead.

Our departure from the EU will be a once in a lifetime chance to chart a new course for the United Kingdom. Preparing for that new course will be a herculean effort. But this country has made astounding efforts before. We can do it again.
Rt Hon Michael Gove
Chancellor of the Duchy of Lancaster