ODEON Cinemas Group, as many other international organisations, used to have incident, event and observation reporting decentralised; with a number of different incident reporting processes in place, the need for a group-wide system became a priority when Group Head of Safety and Security Mike Wagland started working for the Group 2 years ago.
“Knowing the data on the incidents reported across the Group became a big priority when I started. We needed the data in order to have better decision-making on actions to be done when specific incidents were reported”, Group Head of Safety and Security Mike Wagland says.
In this case study you will learn how incy.io was able to help ODEON Cinemas Group to improve incident management and make the shift from decentralised information collection to centralised.
ODEON Cinemas Group, are market leaders in Europe and Europe's largest cinema operator, hosting over 115 million guests each year in more than 360 cinemas across 12 European countries. In 2016, the Group was acquired by AMC Theatres, creating the largest movie exhibition company in the world with over 1,000 theatres and 11,000 screens globally. The Group's brands include Cinesa, Filmstaden, Finnkino, Forum Cinemas and UCI.
Before introducing incy.io, incident reporting and management was done differently in each country. The systems used were time hungry systems that were very manual. “There was no overall system at all, and it quickly became my main priority to have one. Reporting was done via in house developed systems, Google forms and databases” tells Group Head of Safety and Security, Mike Wagland. “There was a lack of group-wide data flow and data analysis, so it was hard to know what incidents occurred in the cinemas” Wagland elaborates.
Getting the right system for incident reporting and management was essential to ODEON. What Wagland wanted to achieve was to have a system that showed how well they were performing and what wasn’t being managed. The system would also have to be able to identify the most common causes of guest accidents in the cinemas so that they could be communicated back to the right people and improve the guest experience. “This was a crucial requirement for us as we can only improve on what we know needs work’. Wagland tells.
Wagland’s mission became to implement a group program where there would be one unified system for incident reporting in all the cinemas in the Group.
“It took a while to get the commitment, and our colleagues working in our cinemas had to be a part of it,” he explains. It was a new change to the way the Group was managing this type of reporting since it hadn’t been done before on a group-wide scale before Wagland and their Chief Legal & Compliance Officer started in 2018.
An important criterion in getting a Group-wide tool for incident management was to make sure that it was simple and easy to use. Their subsidiary in Finland, Finnkino, was already using incy.io and reported that it was a good tool, which was why they decided to take a look at it and ended up choosing it for the whole Group.
The tool’s flexibility made it easy to implement for different functions and areas in the company, giving the tool a multi use and purpose. The fact that it’s also accessible on mobile makes it even better as most people walk around with their phones during the day anyway. The implementation also became easier since the tool is available in all the languages they have in their group which made the transition and understanding of it smoother.
The tool is currently used for safety, security, sound & projection, facilities, and IT (in some locations) reporting in the Group.
Since implementing incy.io in 2018, ODEON has seen a shift in the overview of incidents reported. “We now have a clear and consistent picture of what types of incidents are the most common ones in our cinemas, which makes it easier for us to take actions to improve performance”, Wagland says. Furthermore, “it’s easy for me to pull out the data I need from the tool and present it back to the business senior management. It has given us a clearer picture of what’s happening in the cinemas across the Group.”
Incy.io has increased the clarity on what types of incidents are the most common in the cinemas, which has enabled ODEON to make action plans for how to handle these when they occur.
Wagland adds, “Everything at ODEON Cinemas Group comes down to our guests and their experience in our cinemas. The data reported to incy.io has made it easier for us to ensure a better guest experience.”
“Incy.io has made it easier for us to identify issues in our cinemas a lot faster than before. We now have a centralised way of collecting the data which gives a clear and consistent picture of what the most common incidents in the cinemas are. The tool is simple and easy to use on any device, which is great when you work in an industry with a lot of footfall. Plan Brothers’ incy.io gave us a tool that we can use to improve multiple areas in our organisation.”