Issue Resolution is a “Cyclic” process whereby you must Resolve / Follow up / Review / Change until there is complete satisfaction from ALL parties.

1. Key Points

1. Document ALL meetings
2. Agree on outcomes and planned changes
3. Check and Verify changes once implemented
4. 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 page for further instructions ( CLICK HERE)

SS-053 Ver 1.0 (May 23)

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

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2. Useful Links

On-site Facility Managers as well as CBRE Regional and Global Security managers 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:

1. Understand the issue - allowing for the potential emotion, potential anger, potential well-being impact, and subjective views of the aggrieved party
2. Identify the facts - allow the Security provider to fully investigate
3. Review - assess the Security provider report or outcomes
4. Communication - ensure the aggrieved party and client are informed (where an issue is significant or has been escalated) of the outcomes and remediation
5. Remediation - ensure the agreed actions are taken
6. Cost - ensure the processing of recharges is fully completed

Remember to follow the basic principles and process to remediate an issue………

Security Services

Escalation and Problem Solving

Transition