1. Key Points
- Document ALL meetings
- Agree on outcomes and planned changes
- Check and verify changes once implemented
- Where required if a supplier partner continues to fail in their duty to deliver the services and they must enter into a PIP (Performance Improvement Plan) please refer to the PIP process link for further instructions below
GLS-032 - Ver 1.0 (Aug 23)
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2. Useful Links
On-site Facility Managers as well as CBRE Regional and Global Leads are experienced in managing and investigating material supplier partner performance matters.
To ensure that an agreed outcome is obtained it is imperative to review, define and set expected outcomes before they occur.
Before escalating an issue to senior management you must first:
- Understand the issue - allowing for the potential emotion, potential anger, potential well-being impact and subjective views of the aggrieved party
- Identify the facts - allow the supplier to fully investigate
- Review - assess the suppliers incident report and recommendation
- Communication - ensure the aggrieved party and client are informed (where an issue is significant or has been escalated) of the outcomes and remediation
- Remediation - ensure the agreed actions are taken
- Cost - ensure the processing of recharges is fully completed
Remember to follow the basic principles and process to remediate an issue………
Grounds, Landscaping & Snow
Escalation and Problem Solving
Transition
Issue Resolution is a “Cyclic” process whereby you must Resolve / Follow up / Review / Change - until there is complete satisfaction from ALL parties.
1:
Listen and
Understand
2:
Identify the
FACTS
3:
Review and
Assess options
4:
Communicate
planned changes
5:
Implement the
changes
6:
Review and
adjust