Porter Consulting Foodservice Planning & Design

Simon Fraser University, Burnaby BC, Canada

In Spring 2012, Simon Fraser University (SFU) hired Porter Khouw Consulting to assist the University with renegotiating its foodservice contract. The University was experiencing a decline in meal plan participation and high dissatisfaction with its campus dining program. SFU wanted the renegotiation process completed by May 31, 2012 in order to implement changes over the summer, including a new meal plan program with 24 hour unlimited access and several other service enhancements. SFU had struggled over the last year or so with dated foodservice facilities and growing dissatisfaction with the campus dining program.

In order to identify issues with the current program as well as customer preferences regarding meal plans, menu variety and selection and hours of operation, our team spent three days on campus touring venues, observing operations, as well as conducting focus groups and personal interviews with a wide variety of constituents including students, faculty/staff and administrators. This qualitative market research was used to create a customized web-based survey which was distributed campus wide.

Our team then analyzed all of the market research and developed preliminary recommendations for the University including meal plan options, hours of operation for all of the campus dining venues, suggestions regarding menu variety and selection and other programming details. Our recommendations were embraced by the University and our team used these recommendations to renegotiate the University’s contract with its current service provider. As part of this process, PKC facilitated an incumbent-only bidding process where we required the incumbent to submit a proposal to operate the optimum dining program as outlined in the incumbent-only RFP using recommendations provided by PKC and approved by SFU. 

Once the incumbent responded, our team used a customized evaluation template to thoroughly review the submission and we provided input to the University about the strengths and weaknesses of the submittal. Finally, we assisted the University with the contract negotiations and the development and execution of a management agreement that ensures a superior program, financial arrangement and the necessary key performance indicators to maintain a high level of operation over the term of the agreement.

Projects & References

Brigham Young University Idaho
College of Saint Benedict
Concordia College
Ferris State University
Johns Hopkins Health Systems
Montcalm Community College
St. Bonaventure University
San Jose State University
SUNY Cortland
University of Colorado Boulder
University of Richmond
University of New Hampshire
Wellesley College

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