P.O Box 2802 Bedfordview 2008

011 201 4827 | 073 4617645 | www.servecore.co.za

Executive Summary

Servecore is a 100% Black-owned Total Facility Care Company, with

its eyes set on becoming a leading Sustainable Facility Management

Services company.

At the helm of the organisation is CEO, Lungile Sikakana. An

entrepreneur who has a passion for serving others. He is passionate

about the company he leads and embodies all that which it stands

for, Excellence, Great Service and a Genuine love for people. He

has a Bachelor of Accountancy, Project Management and Harvard

University Sustainable Business Strategy background.

Our journey began on the 1 December 2012, with our model evolving

over the years from a Canteen services provider to a Corporate

Restaurant model where we focus on the overall customer

experience and not just the food aspect. We see Corporate

restaurants as a space where employees can meet, socialize, work

and eat. In addition, we are always researching innovative ways to

incorporate healthy eating habits into our service offering.

Lungile Sikakana

Founder & CEO

Servecore Food was born out of a desire to disrupt the traditional

Canteen Model. Over the years, the customer has become sophisticated

and knowledgeable about international food trends. Clean eating and

Sustainability are at the fore. Combined with the advent of technology,

the modern employee is no longer tied to their desks. Mobility of work is

essential to productivity. The digital age makes it possible to be

productive anywhere. The lines between places of work and relaxing or

socialising have become blurred.

As a business, we’ve made it our mission to embrace this change and

create Corporate restaurants and spaces that promote Good eating

habits and Productivity in a relaxed environment.

Restaurant quality and standards in the office.

REDESIGNING the Canteen Space so that it becomes a sophisticated Restaurant that is

both inviting and attractive and lends itself to more than just an eatery, but a place that

encourages creativity.

OUR STAFF RESTAURANTS offer our clients the space to have meetings, private space

to focus on work or just to relax and unwind.

GREAT COFFEE is standard in our restaurants. We source an exceptional bean, manned

by a well-trained Barista. The aroma from the Coffee and Freshly baked confectioneries

offers an inviting ambiance.

OUR CHEFS are all recruited from the Restaurant Industry and trained internally in order to

align with our brand objectives. This ensures we keep our promise of delivering Restaurant

Quality Standards

Staff Restaurant vs Canteen:

Our brand strategy

● We love what we do, and We love people,

● We love to see our work make an impact in the lives of our clients in small and sometimes big ways.

● We listen to what our customers want and deliver innovative menus to address their needs, understanding that every client is unique and requires

sensitivity to Culture, Geographic location as well as Blue Collar/White Collar Ratios etc.

● Elevating the service levels by injecting energy, creativity and professionalism into the way we engage our customers.

● Senior Management is continuously involved in the operations. This has proved vital over the years. We are big enough to deliver great service on

large projects but small enough to care about the small details. Senior Management uses a combination of tools to stay in touch with the

operations:

○ WhatsApp Groups per site detailing the: (Realtime resolution of Issues identified)

■ Different meals served every day.

■ The presentation of the food

■ The overall look of the front of House (i.e. Resale fridge’s and snacks stocked fully).

■ General Cleanliness

■ Presentation of Staff Uniform

● Random Management Site Visits and internal inspections

The Difference

Jessie Pillay

Operations Manager

Company Organogram

Lungile Sikakana

CEORelationship Manager

(Implementation/

Transition Lead)

Vacancy

Innovation & Quality

Control(Site Manager)

Sydney Sibanda

Site Operations

Anele Sikakana

Chief Marketing

Officer

Christie Coetzee

Financial Manager

Site Manager

Site Teams

Kirsten Tolmay

HR & Admin Manager

Transformation

Servecore is a 100% Black-owned entity, however our transformation journey is very much focused on creating a thriving ecosystem of diverse cultures.

Every nationality is represented in our business with a gender representation skewed towards women. All our operations are geared towards promoting

equal opportunity for growth for all staff. We’ve had numerous staff over the years that start out as cleaners and get trained all the way to Chefs, or Drivers

who start out doing deliveries and become Site Managers. We have achieved this by inculcating a culture where all our employees have the understanding

that they are part-owners of the business. Our vision is that by 2023, we will introduce an employee Share scheme.

Our company’s culture and philosophy

Relevant Experience

Servecore (Pty) Ltd, previously MbomaCorp, was founded in 2013, providing Canteen Management Services to Barloworld Equipment Middelburg. We

enjoyed great success with this operation and elevated the Meal Participation dramatically. Our customer centric approach and innovation opened up

opportunities to their other regions i.e. Boksburg (900 Staff onsite) and Isando Campus(1000 Staff onsite) respectively as well as other Facility Service

offerings including Cleaning, Security etc.. In 2015 we partnered with Eatfresh to form Eatfresh Mboma operating a number of Corporate canteens in

Gauteng and KZN. Over the years Servecore has successfully implemented numerous Catering contracts, effected drastic changes in terms of Menus and

Service levels and achieving lasting partnerships.

Our expertise and experience has spanned pure blue collar production plants , White Collar Corporate Head offices, as well as mixed Warehouse

environments. In 2019 we established our 1st central kitchen to service external non-contract catering as well as a premium retail Café (MGFC Café –

Short for Mboma Good Food Company) in Bonaero Park (see photos attached).

Our company’s culture and philosophy

Our Clients

We have partnered with many established corporates and continue to deliver our exceptional service to cultivate and grow our existing

partnerships.

Our Brand Mission

To serve great quality food

in a well-designed

contemporary space, filled

with the aroma of great

coffee.

• Great Coffee • Hot/Cold Breakfasts • Create your own

• On The Go • Eat Healthy • Interactive Live Stations

• Hot Meals • Gourmet Specials • Take Home Meals

“Food brings people

together on many

different levels. It’s

nourishment of the

soul and body; it’s

truly love”

Our offering

PRODUCT DEVELOPMENT

We make sure our food and our menus are always on-trend.

DESIGN

We work with experienced shop fitters together with our customers to re- imagine and re-design

their canteen space to achieve a visually appealing space

HYGIENE - HEALTH & SAFETY

Food safety is non-negotiable –and MGFC has a proactive approach to hygiene in the

workplace. We apply The HACCP principles. We engage Monthly Independent Hygiene Audits

from QPRO. Our Staff have undergone HACCP Training.

The safety of our staff and customers is paramount. We therefore ensure compliance to health

& safety regulations:

• SHE Policy - Certificate of Acceptability - Risk Assessment - Letter of Good standing

• Public Liability - Legal Appointments e.g. First Aider, Firefighter

• Safety Induction Training - Safety Checklists Monthly Audits

• Incident Management

• Approved Chemicals with MSDS Sheets

How we do it

How

we

do i

t

Servecore follows the following approach in managing the relationship

Chain of Command

Site Team reports into the Shift Supervisor who in turn reports to the Site Manager.

The Site Manager is the onsite point of contact with the Facilities Dept and SHEQ Dept. During the 1st 6 months,

the Implementation Manager will be based at Maxmead overseeing the operations.

Monthly SLA meetings

Monthly SLA meetings will be attended to by the Site Manager, Implementation Manager and CEO for the 1 six

months. Thereafter, the National Food and Beverage Operations Manager will attend these together with the Site

Manager.

Client Relationship Management

Client relationship Management Maxmead – Site Manager + National Food and Beverage Operations Manager

Billing

Billing will be compiled by the Site Manager, submitted to the Admin Manager for sign off and thereafter to the

customer for Approval/Purchase order request. Payments will be handled by the Finance Manager

Account and Relationship

Management

Contract Management

Contract Management will be attended to by the CEO

Designated Relationship Manager

We take the opportunity to partner with Woolworths very seriously. The CEO (Lungile Sikakana) will

take full ownership of the Relationship and Management thereof. Being the founder of the business, he

has established and run many Canteen operations and played many roles from being the cashier,

assistant cook, driver, Operations Manager etc. He’s personal involvement in this project signifies his

personal commitment to ensure its success. All quarterly reviews will be attended by him together with

his team (CV Attached).

Account and Relationship

Management Cont...

● Our operations are very much based around our SOPS’s as these provide the framework for effective and efficient operations. Our SOP’s are based on

HACCP principles, from the receiving of different ingredients to preparation methods and eventually recycling of food waste. These clearly defined

structures and routines help to establish discipline with the team

● Daily – there are set shift opening/closing procedures to be applied including daily Bill reconciliation, and Hygiene regimes.

● All meals will have a display plate prepared for each shift. This display plate is shared on the relevant WhatsApp groups for Management to keep an

eye on Quality and Presentation.

● Similarly, images of the Front of house, including counters and fridges will also be shared on this group

● Staff are allocated 1X Meal on their shift

● It is our policy that 30% of our site workforce undergo HACCP training during the contract period

● Seasonal Menus are planned well in advance and communicated to the client for input. Our menus are rotated regularly to avoid menu fatigue. In

addition to the normal menu, we have a separate Heritage/Special events Menu linked to special days. These are pre-planned, and all marketing

material is rolled out from head office.

● Our site managers are required to actively engage the customers from time to time to get a sense of their experience of the food and receive

suggestions. In addition, surveys will be done periodically together with the standard monthly SLA meetings

Project Management

INNOVATION

If something is trending, it’s on our menu!

HEALTH CONSCIOUS

Healthy eating habits is a way of life for us. This informs the way we source and prepare

our food

PRESENTATION

We place emphasis on well presented food in a well-designed space

OUR STAFF

Our employees are seen and treated as shareholders in the business. This approach gives

them a sense of accountability and ownership

We are the Difference

● General cleanliness and good housekeeping

● Appropriate washing methods to be applied

● Cleaning Rosters

● Temperature logs for all areas in the Kitchen including Bein maries, Fridges, Cold

Storages

● Appropriate packing and storage to avoid contamination

● Receiving, dating and Temperature logging of ingredients on arrival

● Monitoring of cooling and heating equipment

● Stock Rotation

OTHER SAFETY CONSIDERATIONS

● Facility in good state of repair – report any issues speedily i.e. fridges not keeping

required temperature, blocked grease traps, lighting, broken floor tiles, insect traps etc.

● Use of Food Safe Chemicals accompanied by requisite MSDS

● Safety Files with updated compliance documentation

Health & Safety Protocols

Implemented

● All staff will be equipped with face mask, gloves, and a face shield

● The staff restaurant floor will be marked so a safe distance is kept from the serving area

● Sanitizer bottles will be placed on counters for use

● Staff will sanitizer the counters, tables, and chairs regularly after use (log sheet to be provided)

● In the staff restaurant we will place 2 chairs per table to encourage social distancing

● In addition to the Woolworths screening, the Site Manager will conduct a staff screening of all

canteen staff every day before entering canteen area (Screening checklist to be filed)

● We will be encouraging the use of cards only to avoid money changing hands for resale

● No Hot food will be displayed but a wrapped sample plate for the day’s menu will be put out

● All meal will be cooked and pre-packaged and stored in the warmer until the staff member

collects

● Sealed cutlery set which consists of 1 x Fork 1 x Knife (take-away quality) 1 x Salt Sachet 1 x

Pepper Sachet 1 x Hand Sanitiser Sachet 1 x White 1-Ply Serviette will

Risk Mitigation Plan

Covid-19

Food Preparation& Hygiene Standards

H A C C P

HAZARD ANALYSIS CRITICAL CONTROL POINTS

Danger to

health

Investigation

of the hazard

Crucial for

containment

Handling of

conditionsPosition in

the process

Food Preparation& Hygiene Standards

HACCP training has become even more critical in the age of COVID-19 (see attached certificates of

employees trained). HACCP provides the framework necessary to operate safely and hygienically,

especially in a contagious COVID 19 environment.

● Adherence to Occupational Health and Safety Act

● In Day-to-Day Operations the following protocols must be followed:

○ All staff will be equipped with face mask, gloves, and a face shield

○ Sanitizer bottles will be placed on counters for use and points of entry

○ Staff will sanitizer the counters, before and after each service (shifts) (Auditable log

sheets to be provided)

○ No Hot food will be displayed but a wrapped sample plate for the day’s menu will be put

out

○ No food will be left unsealed or on counter tops

Accuracy of data and Reporting

What measures do we put in place to ensure quality control regarding data collection and reporting?

● The TabletPOS system has many checks balances to limit the risk

of human error and intentional misuse.

● In addition, we have a thorough shift handover process to ensure

any anomalies are picked up quickly.

● Site Management together with the customer has the ability to login

remotely and investigate any questionable transactions.

● Our disciplinary code is our last line of defense to mitigate against

dishonesty and misuse of company and client resources. At a

company policy level, we have a zero tolerance on dishonest

behaviour from staff.

Quality Control & Service Standards

● We make use of TabletPOS to process, track and bill the number

of meals and resale snacks consumed in the canteen. The system

is flexible and can be configured in many ways

● Standard Cash/Credit card options will be available.

● Each employee can be allocated a unique ID to be used to process

meals/orders against their account. Alternatively allocated a card

which can be topped up with credit or cash to increase the

balance(a predefined limit can be implemented as well).

● At the end of each billing cycle, a Debtors report is pulled, detailing

the number and type of meals consumed as well as the total

amount due.

● Other options include loading a predefined amount/budget per

employee per payroll cycle. Any unused credit is either forfeited or

rolled over as per client instructions.

Billing

● Part of our Site managers role is to consistently engage patrons during their

mealtimes to establish how they find the meals and listen to suggested menu ideas.

This forms part of the Site managers KPI’s measured monthly

● Random Site Visits by Senior Management / Mystery Shopper

● Quarterly Surveys

● Site Manage holds Monthly meetings with representatives of the workforce (i.e.

Supervisors and Shop Stewards)

● Monthly SLA Meetings with Site Services

Customer Satisfaction

● For us the foundation is establishing a good working relationship with our customers. This

promotes frank and open communication between both parties. We have found that when

relationships are good with key client stakeholders, problem resolution is easier.

● Operationally, continuous training is key. We train our staff to

○ Step 1 Listen intently

○ Step 2 Take ownership and Apologise sincerely

○ Step 3 Agree on a solution with the customer

○ Step 4 Thank the customer verbally but also by exceeding their expectations in the

future

● All sites have a dedicated email and contact person for compliments and complaints

● We proactively encourage continuous feedback from our customers to foresee and mitigate

potential future issues.

● Contact details of both Food and Beverage Manager and CEO are available for direct contact.

Complaints Management

Our complaint Management processes does not only focus on resolving the immediate issues but

also conducting Root Cause analysis on what is driving the complaints. In effect treating the cause

and not the symptom.

● Define what are the likely sources of complaints

● Methods for handling and escalating complaints

● Goals for responding to and resolving complaints

● Methods for tracking and reporting on complaint status

○ Report on the number and frequency of complaints by source and type

○ Look for trends and patterns in the types and frequency of complaints being received

○ Segment complaints by service channel, offering, product and provide reporting to the

customer

○ Get the staff and affected parties involved in developing solutions to address root causes

● We are currently comparing two Cloud based Complaint Management systems to automate

this process across all our business platforms.

Complaints Management

Tracking & Reporting

Below is a simple but effective measure of our overall performance on a specific contract in

relation to our competitors

● How often have our contracts been renewed at the end of term (All)

● Have we ever been terminated before term (Never)

● How many referrals have we received to other customers from our existing customers?

(Many)

*There will be no use of Sub-contractors

Benchmarking

Our head Office team provides the framework necessary for our Sites to

succeed. It plays an oversight and quality control role.

● Quality Production begins with Quality Ingredients – Sourcing of

fresh, locally produced ingredients is fundamental to our operations. We

select and contract with the appropriate suppliers (region specific)

● People – We value our people and recognise that a happy workforce is

crucial to the success of our business. As such our staff are remunerated

above market rates. This ensures that quality service can be the focus of

our teams.

● Innovation – Through our central kitchen, we test new and exciting

menus which are then rolled out to the various sites.

● Hygiene – Annual HACCP – Hazard Analysis Critical Control Point)

training for all new employees

● Structured Feedback – Mechanisms such as Monthly SLA meetings, and

regular meetings with key client employee representatives provide great

platforms to engage and monitor quality of service

Central Support

Theme Days

Feb 14th Valentines Day

Mar 21st Human Rights Day

Apr 27th Freedom Day

May 1st Workers Day

May 13th Mothers Day

Jun 16th Youth Day

Jun 17th Fathers Day

Jul 18th Nelson Mandela Day

Aug 9th Women's Day

Sep 24th Heritage Day

Oct 19th Halloween

Dec Festive Specials

Servecore loves to add variety and excitement to mealtimes and meal plans. Special theme day menus are offered

on certain days of the year as an alternative and fun option to the Hot Meals Menus.

Corporate Restaurants

Retail

We do good not because we have to, we do it because we care.

Servecore Foundation is our Non-Profit Organisation anchored on the principles of our late former President,

Nelson Mandela who said;

“Let's recommit to work towards our common goal; a nation where all of us arewinners, all of us have shelter, food and education”

The NPO engages in various social upliftment projects with a particular focus on the provision of Food, Shelter,

Education, Clothing to the underprivileged in society as well as investment in the refurbishment of various Places

of Worship.

● We aim to become partners to Woolworths and not a supplier

● Our common ethos and focus on Sustainability

● We let the food do the talking

● Our unshakeable commitment to delivering superior customer

service

● We are small enough to care but big enough and with sufficient

experience to deliver large projects successfully.

● Management is actively involved in the daily operations to ensure the

smooth running of projects.

Why Choose Us

DisclaimerThis document (including any enclosures and attachments) has been prepared for the

exclusive use and benefit of the addressee(s) and solely for the purpose for which it is

provided. This remains the sole intellectual property and copyright of Servecore FoodCo.

Unless we provide express prior written consent, no part of this document should be

reproduced, distributed or communicated to any third party.