KPI’s define the key metrics and the way in which the Account Teams manage the  supplier’s performance against agreed SLA’s, at a site level. KPI results will typically be aggregated to a country / regional / global account level as required to meet CBRE and client reporting requirements, using the reporting formats and to the frequencies agreed with the client.

KPI’s should adopt a SMART approach which ensures that they are;

• Account / Client Specific
• Relevant 
• Measurable
• Achievable
• Applied

• On-site Time
• Unmitigated Misses
• Periodic Service Completion
• Supplier Quality Audit Scores
• Invoice Accuracy and Timeliness
• % Of Out-Of-Scope Work Orders Completed
• Total Cost To Perform Out-Of-Scope Work Orders
• In-Scope Work Orders As A Result Of A Notice Of Failure To Perform
• TRIR Rating
• Average Safety Training Hours Per Employee

CBRE Account Teams should work closely with the supplier to establish and define the specific account / site KPI’s, against measurable, consistent and appropriate leading and lagging indicator metrics, in order for the supplier to produce and maintain an effective KPI scorecard. KPI’s are unique to the account/site and specific CBRE / client requirements.

The documented KPI categories, metrics, baseline, calculations and targets for the full scope of Janitorial Services shall be managed and accurately reported by the supplier, with supplier performance managed by Account Teams with support from Global or Regional management as appropriate. KPI target archival and reporting is the responsibility of the supplier for the SLA’s within the scope of the contract, reported through monthly reporting detail and KPI scorecards using the suppliers own KPI management system where applicable. 

1. Why Are  KPI's Essential?

2. Which KPI's Are Most Commonly Used?

3. Responsibility of Account teams

4. Responsibility of the Supplier

JAN-025 - Ver 1.1 (Apr 23)

5. Conclusions

Link to KPI Sheet

Confidential & Proprietary | 2023 CBRE, Inc.

It is important to take the time to create both leading and lagging KPI’s which:

• Leading > Influence future vendor performance 
• Lagging > Analyze past performance 
• Have consistent goals and targets to enable aggregation and reporting.
• Provide an appropriate level of performance measurement which can be effectively used to manage the value and effectiveness of the program 
• Are currently relevant and will be consistently used to manage supplier performance 

Within the CBRE contract with the supplier any KPI non-compliance penalties should be established and documented, including the calculation and processing methodology.

Where KPI scores are non-compliant any penalty or management fee at risk impact is to be reported, processed and escalated internally by the appropriate Account Team. It is the Account Teams responsibility to ensure that accurate penalty processing is established and maintained at all times. Onward reporting of KPI metrics to the client is to  be conducted by the Account Team to meet Account/Client KPI reporting. 

The supplier is required to perform the following:

• Track and consistently report KPI metrics to the agreed calculation methodology and to the agreed frequencies. 
• Achieve or exceed KPI targets providing the necessary validation evidence as / when required by CBRE / the client.
• Interpret and clearly present performance trends, compliance / non-compliance and KPI scores achieved.
• Explain key outcomes from the data and propose appropriate remediation actions, should performance fail to meet the agreed targets.
• To remediate issues through robust action plans and strive to continuously improve performance to meet and exceed KPI targets.
• To escalate material KPI performance issues outside of standard reporting frequencies as required and as deemed necessary. 

KPIs shall be periodically reviewed to ensure that the indicators provide the necessary and appropriate metrics to effectively and objectively manage, report and validate the supplier’s performance consistently. Account Teams shall ensure that Janitorial Supplier KPI reporting is reviewed, accurate, validated and where applicable, that appropriate remedial actions are escalated, agreed, progressed and closed-out.