03 Operational Excellence- Governance

Governance is an oft-used term in our business but what does it mean? A possible definition or interpretation of ‘governance’ in our context could be “a combination of structures and processes that are used to direct and manage the organization’s operations and performance”.

To govern operations effectively, we would need three important pillars. The first and most important pillar is a written document that clearly lays down expectations on how operations are to be conducted. This is typically found in an agreement/contract.

The second pillar of governance is the framework - essentially a blueprint of who does what in various circumstances. FM governance is undertaken in a tier review structure between CBRE and the client. It is imperative to establish and communicate an escalation matrix on both sides so that the stakeholders for decision-making in different scenarios are clearly identified.

The third and final pillar is the process . For governance to be successful, there has to be a clear-cut protocol on actions, checks, and balances to be initiated to cover all aspects of service delivery.

Remember, good governance is the invisible glue that holds together a professional service delivery and reflects our world-class brand image.