CBRE Connect_GWS&PM_Q1

Leadership Spotlight

Anshuman Magazine Chairman & CEO, India, South East Asia, Middle East & Africa

Dear team,

2022 was another transformative year for CBRE. It was a year in which we tackled various hurdles & strengthened the business further, growing our ranks by welcoming new members and rolling out important initiatives that will help to guarantee our continued success in the future.

Each one of you has played a huge part in delivering the best results even when everything seemed gloomy and uncertain during COVID. Braving the immense personal and professional stress our true heroes came shining out and faced the odds at the most critical times.

Over the past year you’ve all demonstrated over and over again our strengths as an organization and made clear that when it comes to CBRE, the whole is greater than the sum of the parts. This is because we are an ambitious team that sets high goals and a talented team that works hard to achieve them.

Having said this, I believe 2023 brings opportunity for certain and we must continue to build on the momentum we have gained.

2023 is set to be another exciting year for us. May we make the most of this year by collaborating and driving exceptional outcomes for our clients.

Regards,

Anshuman Magazine

Rajesh Pandit Managing Director, Global Workplace Solutions, India & Property Management, India, Southeast Asia, Middle East & North Africa, CBRE

Dear Team,

2022 has been nothing short of a roller-coaster ride as we navigated through the uncertainties and economic downturn of a once-in-a-century event.

It has been a year of great wins and irreparable losses. We achieved some of our biggest wins, but we also lost a dear colleague who was integral to this success. While he might not be here in person, he’ll always be with us in spirit.

One of the greatest lessons (reinforcements rather) we all have learned this year is how critical it is to have family support during testing times. I would like to take a moment to recognize the efforts put in by each one of YOU and thank your family members for their unstinted support. It was overwhelming to see them rallying behind us as we decided to get out and face the challenges head-on during the pandemic.

Having said this, I would like to share that employee wellbeing & promotion of Diversity, Equity & Inclusivity will be one of the key focus areas this year. We have a lot of exciting initiatives planned for you which we believe will further strengthen our CBRE culture to help you prosper.

Let us continue to raise the bar to help all our stakeholders realize potential in every dimension. I’m excited about what we as ONE TEAM can accomplish in the years to come. May 2023 be even bigger, better, and stronger.

Regards,

Rajesh Pandit

01

Demystifying ESG

WHAT IS ESG

The Three pillars of ESG are:

ENVIRONMENT SOCIAL GOVERNANCE

ORGANISATION’S IMPACT ON THE PLANET.

HOW ORGANISATION TREAT ITS PEOPLE, STAFF AND CUSTOMERS AND COMMUNITY.

HOW AN ORGANISATION IS GOVERNED. IS IT GOVERNED TRANSPARENTLY?

What is ESG Reporting

ESG Reporting is voluntary disclosure of Non financial data to stakeholders explaining business impact in three areas.

• Environment

• Social

• Governance

Why ESG Reporting

Companies encountering pressure from investors, customers, NGO’s and stakeholders sharing sustainable and socially responsible practices.

Sustainability reports provide quantitative and qualitative disclosures supported by analysis of performance in ESG factors.

Capital markets use ESG data to evaluate organisations commitment to Non financial indicators-SRI/ CSR, Conscious capitalism

Examples of environmental factors

AIR AND WATER QUALITY

ENERGY PERFORMANCE

CARBON FOOTPRINT, INCLUDING

GREENHOUSE GAS EMISSIONS

BIODIVERSITY

DEFORESTATION

NATURAL RESOURCE DEPLETION

Examples of social Factors

WASTE MANAGEMENT AND POLLUTION

• Community relations, including the organization’s connection and impact on the local communities in which it operates and serves

• Customer satisfaction

• Data protection and privacy policies and efforts

• Efforts to fund projects or institutions that help poor and underserved communities globally

• Employee diversity, equity and inclusion (DEI)

• Employee engagement and relations

• Health and safety

• Human rights, including child labour and slavery

• Labour standard

Examples of governance include:

• Company leadership

• Board composition, including diversity and structure

• Corruption and bribery

• Donations and political lobbying

• Executive compensation and policies

• Tax strategy, including audit committee structure, internal controls and regulatory policies

• Whistle-blower programs

02

Service Level Agreements (SLA)

The term ‘SLAs’ are frequently used in the facilities / property management domain but sometimes there is a little ambiguity over what it means, how it is measured or administered. This article attempts to throw some light on what an SLA in our context is and how it should be managed.

Service Level Agreements (SLA)

What is an SLA?

SLA is an agreement between a service provider, a client that defines different aspects of the service such as quality, availability and responsibilities. It defines the level of service the client expects from the service provider and typically lays out the metrics by which the service is measured, as well as remedies or penalties should the agreed-on service levels not be achieved. It is a critical component of many of our client contracts.

What is SLA Management?

Service Level Management is an approach to ensure that all the relevant service management processes, operational level agreements (with sub-vendors), and resource allocations are appropriate for the agreed-upon service level targets. In this approach, service levels are frequently measured and regular customer reviews are held.

What are the different categories of SLA?

Broadly, there are three different categories of service-level agreements. They include:

The terms of service customers can expect are similar for all customers on a service-based service level agreement. In this case, everyone working with a service provider receives similar terms. For example, the SLA between an individual and a mobile service provider would fall into this category.

A more customized service level agreement is customer based. This SLA outlines a relationship between a vendor and a customer in detail and is likely not a one-size-fits-all agreement. Most of the SLAs in the FM/PM contracts typically fall under this category

This category of SLA agreement splits into different levels to address a different set of customers who are using the same service. For example, a particular department or wing of a building could require a different level of service due to the nature of the business transacted there (e.g. client visits), category or number of employees (e.g. client leadership offices), or due to policy restrictions (e.g. pharma manufacturing area).

What are the components of an SLA?

An SLA document typically consists of the following:

Introduction: An introduction to the SLA.

The type of service to be provided: It specifies the type of service and any additional details of type of service to be provided. Essentially, this will cover the scope e.g. waste clearance will be provided for all workstations twice a day at 0800h and 1800h.

Performance Level: This especially relates to reliability and responsiveness: A reliable service will be one that suffers minimum disruptions in a specific amount of time and is available at almost all times. A service with good responsiveness will perform the desired action promptly after the customer requests it.

Monitoring process: This component describes how the performance levels are supervised and monitored. This process involves gathering different types of statistics, how frequently these statistics will be collected, and how reported to or accessed by the customer.

Procedure for Reporting issues with the service: This component will specify the contact details to report the problem as well as the escalation matrix.

Response and Resolution timeframe: Response timeframe is the time period by which the service provider will respond i.e. start acting on the request or concern raised. The resolution timeframe is the time period by which the service issue will be resolved and fixed.

Responsibilities: This will specify who’s responsible for what part of the service and will also call out if there are any dependencies from the client.

Service Hours: This component will specify from what time to what time of the day would the service be available according to the agreement. Also, for non-business hours and holidays, the nature of support will be provided.

Penalties for non-compliance: This will specify the penalties that may be imposed in case the SLAs are not delivered by the service provider

Special Conditions: This will specify extenuating circumstances under which the SLA might be waived e.g. during the initial period of a contract as a settling period or during natural disasters etc.

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.

04

India Knowledge Center

Systems and processes play a significant role in building an organization and contribute towards the success of the company’s goals and objectives. Process forms the lifeline for any business. Some of the main advantages or benefits of the process-based approach of any organization can be considered as follows

It provides a clear vision, mission, and objectives of the organization to its employees and groups.

Processes are essential ingredients for creating a culture of continuous improvement, learning, safety, and self-development.

It helps in articulating the desired business outcomes, a method to approach and achieve the client’s outcome and helps in developing the approach towards ‘how to measure and what to measure’ It helps us to measure the customer satisfaction Index and proactively develop action plans for course correction.

It helps in developing positive behavior of the resources and teams to evolve towards a unified direction in the quest to achieve success towards the organization’s objective. Process eliminates silos within the organization and fosters collaboration

It gives clarity on the approach and method to achieve operational excellence and system efficiency.

An organization that is managed with processes becomes more flexible and consistent than one based on hierarchies.

At CBRE, we are an absolute believer in the adaption of processes and systems which is imperative for achieving organizational goals and objectives. CBRE is the only real estate organization in India that is certified in ISO 9001, ISO 14001, ISO 45001 & ISO 50001. Being a service organization & a large-scale footprint across the globe, one of our core competencies and prime advantage is our process capability, we have further strengthened our capability by committing ourselves and preparing for the ISO IMS certifications. An Integrated Management System (IMS) can benefit any organization through increased efficiency and effectiveness, and cost reductions while minimizing the disruption caused by various factors. Various components of IMS and their prime advantages are explained below

ISO 9001 is defined as the international standard that specifies requirements for a quality management system. Implementing an effective and robust ISO 9001 Quality Management System will help organizations to focus on the important areas of business and improve efficiency & quality.

ISO 14001 is the international standard that specifies requirements for an effective environmental management system. Adhering to the standard may result in better conformance to environmental regulations, greater marketability, better use of resources, higher quality goods and services, increased levels of safety, improved image, and increased profits.

ISO 45001 is the international standard that specifies requirements for an occupational health and safety management system, ISO 45001 is designed to improve a company’s OH&S performance in preventing injury and ill health.

ISO 50001 is the international standard that requires the use of an energy management system with the main purpose of using energy more efficiently. ISO 50001 provides a framework in order to achieve your energy goals-reducing depletion of energy resources which in return helps mitigate climate change and cost and efficiency.

For our employees and teams, to get access to the world-class processes and systems, we have a state of art MS Share point platform called ‘India Knowledge Center’ , it is a bank of simplified and contemporary processes developed by subject matter experts. We are further optimizing and creating a digital library for the FM and PM business, which essentially means that any CBRE resources would have the world-class process document at their fingertips on a digital platform. The digital library will house the simplified playbooks, myIdea innovations, and best practices, FM SOPs and templates , training decks, innovative product and services information , knowledge documents of all service lines, Integrated management system kits, case studies, lessons learned and many more under one roofs called ‘Digital Library’.

05 Digital Transformation

Digital Transformation

2021 will be a very significant year from a digital transformation standpoint. We need to make big strides and work closely with clients to explore and create opportunities for digital implementation. The simplest and quickest implementation could be the digital checklist. Conventional BMS will be replaced with IOT BMS in the future world. We need to find opportunities to implement sensors and IOT for critical information and analytics through cloud BMS. We have implemented the same in few accounts of ours and everyone is encouraged to keep the digital transformation as one of your myIdea plan 2021 . Details of the Digital checklist and Could BMS is described below:

DIGITAL CHECKLIST

Objective : To provide a digital platform for checklist and Logsheet as against the manual checklist which is being followed presently at the facility.

Solution : Digital Checklist/Logsheet solution is a web and mobile-based inspection checklist designed to carry out health or status checks of specific equipment/systems for engineering and soft services. Manual checklists are replaced with the digital checklist. Data and key information are collected on mobile checklists, and pushed to the cloud server, data is analyzed and presented on the desktop or mobile in the form of insightful trends and a dashboard. Makes it efficient to monitor anything, anywhere and anytime.

Benefits

• Sustainability: Contributing towards the cause of sustainability by eliminating the usage of paper checklists and reducing carbon footprint.

• Operational Efficiency: Brings more consistency, speed, and accuracy to the data aggregation, triggers alerts in the form of SMS/Email in case of any anomalies or deviation from thresholds, and thus enhances operational efficiency and productivity.

• Integrated Helpdesk: Automated tickets can be registered in the helpdesk system in case of any deviation from the threshold in the Logsheet.

• Cost Savings: Cost savings due to the elimination of paper usage, stationaries, printing, and storage space. Also, there is a substantial optimization in terms of time & effort of the resources on paperwork and manual report compilation.

• Reports & Analytics: Multidimensional reports can be drawn to analyze different aspects of operations. For e.g. Sudden spike in energy or water consumption can be easily tracked or alerted or a number of times a technician/supervisor has missed out on checking the area, etc.

• Dashboard: Trends and dashboards give insights into the operation. Helps the team to take better decisions at the right time. Creates an opportunity for continuous improvement.

• Right Behaviour: It creates the right behavior and practices in the operation team by taking the right steps towards operation, maintenance, and repair.

Objective: Leverage cloud-based technology and the capability of technology solutions to create a favorable ecosystem to receive and analyze relevant data pertaining to engineering systems or equipment. Make use of cloud computing and machine learning to our advantage to get intelligent insights into the health of the equipment. Take benefits of multi-vendor interoperability and move away from the concept of BMS room data storage

Solution: Significant data collected from the machines and systems with the help of various types of sensors, existing dedicated machine controllers, or the existing BMS servers, are ported & collected in the dedicated cloud through gateways which are strategically deployed across various equipment or a cluster of equipment, these data are analyzed with the help of cloud computing with ML and AI capabilities and subsequently, reports are generated in the form of log sheets, trends, and intelligent graphics. These reports help us to take the right and speedy decisions to perform an action, hence our actions become more predictive than reactive. The solution breaks silos across different sensor networks, SCADA systems, or any other applications to provide a single pane of glass for operations management. The Facilities Management team can check the health of equipment such as chiller, AHU, VFD, DG set, electric meter, BTU meter, air monitoring system, etc., anytime, from anywhere. In addition, the solution enables customers to mix and match vendors and innovate new workflows and application

06

Best Practices & Innovation

Innovation & Continuous improvement are both a culture and a mindset that allow us to constantly look for opportunities to improve processes, reduce waste, improve efficiency, increase quality, and elevate the employee experience. CBRE has a well-established best practices / Innovation program titled the ‘CBRE myIdea program’. The same has been institutionalized across all CBRE-serviced accounts across the country. The objective of the program is to adopt an institutional and structured approach to innovation from the grassroots to the leadership level and encompasses the following six simple steps:

MyIdea program

STEP 1

Identification of site-specific challenges, Client’s aspirations, contractual expectations, and best practices from all CBRE accounts

STEP 2

With the background of Step-1, Carry out group ideation to develop an Idea Pipeline for each site. A minimum of 20 Ideas are to be created/site /year

STEP 3

Socialize and collaborate with Clients on the yearly myIdea plan. The client’s inputs were incorporated and the Final pipeline was Created

STEP 4

Creating an implementation Charter is well distributed across quarters. Also, a tight governance cadence is structured to ensure that hurdles are removed on the path to success

STEP 5

Conclave is hosted for presenting selected implemented Ideas to the audience across all cities. Clients are invited to these Conclaves to listen to these ideas and provide their feedback

STEP 6

Clients and our colleagues select the best Ideas. Account teams with winning ideas are recognized and rewarded

As part of the program, the following resources are made available to all account teams: -

CBRE Idea bank with more than 1000 Implemented Ideas

More than 1000 Implemented case studies of Ideas with Challenge | Solution | Benefits.

A flip book with more than 100 unique assorted implemented Ideas across all service lines

CBRE myGreenpages flipbook with innovative product and services

Vertical garden at workplace

“ Your Living spaces affects your body”

Mary Kondo

In India where 39.1% of the total population are working professionals which sum to 400 million are spending 60% of their time at their workplace which is subsequently becoming a living space. Thus, the quality of the workplace will definitely have a lot of impact on their productivity and overall psyche.

The introduction of air-purifying plants from vertical gardens to green spaces not only raises the aesthetic appeal of the workplace, but rather it also does a lot of value addition to the overall quality of the workplace. It makes a lot of difference to indoor air quality thereby addressing the issue of pollution.

One of the emerging trends in enhancing the aesthetics and quality of the workplace is the presence of vertical gardens. Below are a few points to be considered for having a vertical wall/ garden in the workplace

01 04

A vertical garden fits into any size and space, a great option for limited space but at the same time, the plants have limited space to grow. Hence the selection of plants plays an important role Plants also act as a sound absorbers, which helps in less sound distraction at the workplace

02 05

03

Sustainability – vertical gardens are can save more water as compared to regular pots, its unique water system works as a great water saver

Though the installation can be more expensive than regular pots, the pre-made set ups are designed for easy setup and maintenance

Vertical garden embarks not only creative and attractive workplace but also helps in a cleaner environment

Summing up greens plays major part in creating workplaces which are life spaces for workforce.

Harbour-A tool to report Workplace Incidents

HARBOUR is a CBRE-designed cloud-based application that improves your safety and well-being in the workplace, making the job experience more enjoyable

This CBRE-designed application is a global QHSE incident management system replacing the existing myHSE incident reporting system. Harbour offers familiar functionality such as incident management and assurance forms, as well as expanded functionality that includes proactive observation recording, predictive analytics, and leading indicators. The harbor is cyber secure, integrated with other CBRE systems, privacy and location-aware, multilingual, and customized for different roles within the company.

All CBRE employees have access to Harbour using the link https://harbour.cbre.com/ for accessing Harbour reporting workplace related Observations (Unsafe act/unsafe conditions) and Incidents (Near miss, Dangerous occurrence, Injury & ill health, property damage and Environmental damage)

More guidance on adopting Harbour into your workflow, including a short video that demonstrates how using Harbour, is both engaging and enjoyable—like the job experience is intended to be

Harbour observation reporting short video link (unsafe act/unsafe condition)

https://cbre.ent.box.com/s/ltwpeurvu1iq6zfnlo3oh09b2zkiu3xw

Harbour injury illness reporting video link (Injury reporting)

https://cbre.ent.box.com/s/2hmrg19gn3mzzb1n7p38db7x3kwl1vne

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Big Wins

LOCAL FACILITIES MANAGEMENT

Integrated Facilities Management Services to Diageo across Pan India locations

Team Members involved Rajesh Pandit, Manimala Roy, Navneet Virk & Raj Sharma

Client overview

Diageo is the country’s leading beverage alcohol company with an outstanding collection of premium brands.

Services provided by CBRE

Integrated Facilities Management Services

Location

Pan India Locations

Segment FMCG

Assignment Description

+ CBRE has been awarded with 3 years Integrated Facilities Management contract to manage Diageo in Pan India locations spread across 120 K square feet.

+ Diageo was under 1st generation outsourcing and were looking to integrate their office portfolio under the IFM model.  We were able to demonstrate the benefits of a fully integrated FM delivery model and  created their spend baseline from scratch and were able to deliver significant savings up-front due to consolidation, standardization and  leveraging our sourcing advantage.

+ This win further strengthens our relationship with Diageo.

Approach

Our scope of work is Comprehensive Facilities Management Services which includes Soft Services, technical Services, Security, Transportation & Pantry Services

Result/ Outcome

CBRE has successfully started providing the Integrated Facilities Management services from 1st January 2023 by doing seamless transition.

Client Diageo

Big Wins

ENTERPRISE FACILITIES MANAGEMENT

Integrated Facilities Management Services to Wells Fargo across Pan India locations

Team Members involved Rajesh Pandit, Prafulla Agarwal, Rajiv Sharma, Raj Sharma & Neelam Mathur

Client Wells Fargo

Services provided by CBRE Integrated Facilities Management Services

Location

Pan India Locations (Hyderabad, Chennai & Bangalore)

Segment FMCG

Client overview

Client is an American multinational financial services company which provides banking, investment, and mortgage products, and services, as well as consumer and commercial finance.

Assignment Description

+ CBRE has been awarded with 5 years Integrated Facilities Management contract for their entire office portfolio in India, Philippines and non WFIP.

+ Client saw the value in integration through expansion of their relationship across America, and extension of various services in India as well.

+ We have won through a rigorous RFP process, inclusion of this 4.6 million square feet portfolio, following were the Key solution facets: Value in consolidation, Technology Solution, Experience services through Host and Flexible commercial structure.

+ The mentioned portfolio is a mix of sole occupied campuses and multitenant buildings.

Approach

Scope of work is Integrated Facilities Management services which includes Technical Services, Soft Services Financial & Procurement Management , HSE & Security Management.

Result/ Outcome

CBRE has been awarded with Integrated Facilities Management Services across Pan India portfolio

Services provided by CBRE Property Management Services

PROPERTY MANAGEMENT

Property Management Services to ITPO at New Delhi Location

Team Members involved Rajesh Pandit, Aneesh Kadyan, Sameer Dhar, Anka Arora, Neelam Mathur & Sanjeev Khanna

Client overview

The India Trade Promotion Organisation (“ITPO”), is hosting the main G20 event in 2023. This is the redeveloped Pragati Maidan where all the exhibition halls have been re-built along with the main conference building.

Assignment Description

+ The client wanted to outsource Property Management & Food & Beverage services to a single firm/group of firms for the event duration.

+ CBRE approached ITC at the preliminary stage and tied up with them to provide Property Management & F&B services in tandem.

+ Although this was the government tender with stringent quality requirements and was contested between CBRE- ITC and JLL & Taj, the Client awarded 1.5-year contract to CBRE because the team was able to allay client concerns and actively communicate with the key decision makers to put forth the best-in-class solutions, holistic approach and competitive pricing.

+ CBRE was able to effectively demonstrate the ability to deliver these services with experience with such prestigious mandates globally and in India.

Approach

Our Scope of Work includes comprehensive Property Management Services which includes Housekeeping, Parking Management, Security Management & Horticulture Management

Result/ Outcome

CBRE along with ITC has been chosen to manage this prestigious global event.

Client India Trade Promotion Organisation (ITPO)

Big Wins

PROPERTY MANAGEMENT

Property Management Services to S P Infocity in Pune Location

Team Members involved Aneesh Kadyan, Col Sanjeev Sehgal, Prashant Gaikwad, Himesh Savla, Ameya Soman & Neelam Mathur

Client

S P Infocity

Services provided by CBRE Property Management Services

Location

Pune

Segment Office / Commercial

Client overview

+ Shapoorji Pallonji Investment Advisors Private Limited is a 100% subsidiary of Shapoorji Pallonji And Company Private Limited (SPCPL).

+ SP Infocity Pune is low density, campus-styled Grade A asset located in the Eastern Pune Corridor. This asset is IGBC Platinum rated for operations and maintenance and is also an IGBC Platinum rated Green Campus.

Assignment Description

+ CBRE has been awarded with 3 years Property Management contract to manage SP Infocity at Pune location spread across 2.8 million square feet.

+ We have won through a tough competitive RFP bid process and gave confidence to the client on the team and the SME support and vendor base. Additionally, CBRE team was able to allay client concerns and actively communicate with the key decision makers to put forth the best solutions, holistic approach, headcount optimization and competitive pricing. The win further strengthens our association with S P Infocity.

Approach

Our scope of work is comprehensive Property Management services which includes services like Soft Services, Horticulture Management , Cafeteria Management, Pest Control, Waste Management and Security Management.

Result/ Outcome

CBRE team has managed to win back this contract from JLL, which reaffirms our position as the market leaders in Pune Property Management market.

Client The Capital, BKC, Mumbai

Services provided by CBRE

Property Management Services

Location

Mumbai Segment Office / Commercial

PROPERTY MANAGEMENT

Property Management Services to The Capital at BKC, Mumbai

Team Members involved Rajesh Pandit, Aneesh Kadyan, P V George, Rashpal Sangha, Ameya Soman & Himesh Savla

Client overview

The Capital is a 19-story building situated in Bandra Kurla Complex, Mumbai. The Capital was constructed by Wadhwa Developers since 2014. It’s a commercial building with a mixture of offices, retail and hospitality spaces. It features the world’s largest automated car parking system, and is a green building, with Gold LEED certification. The Capital is designed to be eco-friendly and energy-efficient building. The Capital is now administered by the committee of owner’s association formed recently.

Assignment Description

+ CBRE has been awarded with 3 years contract to provide Property Management services to The Capital at BKC Mumbai spread across 1.2 million square feet.

+ CBRE had participated in the selection process and did study/ audit of the building operations. We presented our observations and a roadmap for enhancement of operations and infrastructure.

+ This was won from JLL, who was their incumbent service provider, through a competitive bidding process. The win further strengthens our association with The Capital.

Approach

Our Scope of Work includes comprehensive Property Management Services. Result/ Outcome

CBRE was awarded with the Property Management assignment.

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