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Challenges of FM in a High Growth Business

Hedia Delly

January 2015

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Callcredit – Our journey so far

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Revenue and Employee Growth

The Challenges

• Multiple sites and geographies

• Opening, closure, acquisition of sites

• Numerous and regular moves

• Different cultures – acquisitions, large scale

recruitment of new people

• Varying quality of locations and services

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Facilities - Inherited situation

•Prior to January 2012

•Facilities not seen to be a strategic part of the Business

•Facilities not participating in senior management meetings or discussions

•No structured Facilities Department, various roles working in isolation

•No centralised Facilities related property records

•No strategy for management/ utilisation of space

•Very little data or reporting (no integrated system for Finance and HR, no specialised FM tools or software)

•Constant fire fighting and reactive work as opposed to planned

•Leeds centric, little contact with other Callcredit locations (on different networks) and an “us and them” mentality in some cases from acquisitions

•Very little CAPEX budget allocated to Facilities – where is the ROI?

•Communication issues with Landlord and Building Management

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The Basics

Sounds obvious but - •Gain an understanding of the organisation, departments, activities, key people

•Build relationships with key stakeholders and network, …a lot of changes and info come from unplanned conversations

• Understand the FM services currently offered, do they meet the needs of the business (user groups, surveys…)

•Sort out the paperwork and records

•Look at team structure and resources and reorganise

•Review available data and determine gaps, build reports (headcount/ seating plans/ growth plans)

•Build relationships and agree common approach with key departments such as HR and IT to ensure standard processes are followed for new starters, leavers, transfers..

•Communicate – let the business know what you are doing, the benefits/ value add to them, build credibility, get buy in

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Help – I need somebody !

Professional Services – extend your team by working together with external partners

Real Estate, Property and Legal

• Full access to and understanding of our leases – all online

• Standard agreements and fees for search and lease work – saves time and money

• Keep us updated on market activity and available space that may be of interest

• Assist with rent reviews, dilapidations, licence for alterations, service charge etc..

• Ability to work across geographies

Space Planning , Design, Build

• Spend quality time, allowing them to gain an understanding of the business and challenges

• Develop standard designs, finishes, furniture– easier to price, roll out and creates a consistent look and feel to locations – but also make do and mend where and when possible.

• Ability to help across geographies – Directly or in collaboration with International providers

Contractors

M&E, Moves, fit Out – Pragmatic , flexible people who will tackle jobs of all sizes

KEEP THEM ALL IN THE LOOP, THEY WILL BRING SOLUTIONS TO THE TABLE

•`

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Change – Challenge - Persevere !

We don’t do that here There’s no budget

ThaT’s noT possible

We’ve asked before We tried already

There’s no resource

There’s no room

That won’t work

Group Head of Facilities, Health and Safety

Hedia Delly

Maintenance Repairs

General requests

Facilities Manager Leeds

Fleet / Parking Moves

Building Mgmt

Health and Safety

Risk Mgmt BCPSecurity

(Access Control)

Cleaning/ Logistics

Cafe One Supervisor

Cafe One Cafe and Trolley

Services

Meeting and Event Hospitality

(Food and Service)

Food Hygiene and H&S

Compliance

Official Facilities Organisation

January 2012 – 8 People

Reporting Records and

Administration (Group)

Vending

OUT SOURCED

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Facilities Key Milestones 2012-2014

• Review of existing situation

• Opened Lithuanian Office, first CIG office with a real design and workspace concept and outsourced FM of the Lithuania office –first outsourced contract

• Established relationships with Group Key Stakeholders

• Worked on a plan to create a “real” Facilities function by grouping together dispersed teams

• Implemented a web based tool with Lawyers collating all property and legal documents

• Moved Facilities Team to a new purpose built space

• Closed Chalfont site and managed dilapidations

• Extended/ refurbed Café facilities

• Improved shower &cycle facilities

• Secured Ground Floor Leeds

• Secured a new office in London, carried out design/ fit out/ move

• Due diligence for 2 acquisitions

• Complete review of all electronic and paper documentation to create a data room for the sale of Callcredit to GTCR

• Began to explore hotdesking/ other options with the business, implemented some pilots

• Gained agreement to work with external partner on workplace strategy – held a group workshop

• Identified Office Managers for each site to create a Group FM Team

• Implemented a Help Desk in Leeds

• Fit out of Lithuania extension

• Design & Fit out Shanghai Office

• Fit out 2nd floor Leeds using new design concept and furniture and complete restack of Leeds

• Fit out of ground floor – new meeting, training suite and relocation of Reception

• Various minor works to optimise pockets of space

• Storage project; reduced physical storage by 70% archives stored off

• Secured 1st floor, design and space plan based on 2nd floor

• Implemented a web based tool for managing Group Compliance

• Set up of a Steering Committee (Group Functions & External Partners ) for future growth strategy

Group Head of Facilities, Health and Safety

Hedia Delly

Maintenance Repairs Storage

General requests (VSM)

Facilities Manager Group

Linsey Ndiaye

Facilities Manager Leeds

Dave Troth

Fleet / Parking Moves

Building Mgmt

Health and Safety

Risk Mgmt BCPSecurity

(Access Control)

Helpdesk/ Cleaning/ Mail/

Reprographics/ Logistics

(DCS Contract)

Cafe One Supervisor

Jill Lang

Office Services

Manager

Jackie Green

FM Outsourced Contract

Management

Cafe One Cafe and Trolley

Services

Meeting and Event Hospitality

(Food and Service)

Reception & Switchboard

(Leeds)

Food Hygiene and H&S

Compliance

Swindon

Pamela Oliver

Warrington (Latitude) Lis West

London (Coactiva)

Catharine Gray

Bath (LSO) Pam Oliver

London (Latitude) Lis West

(Hannah Whidborne)

Chislehurst (pbl) Diane Townsend

Lithuania Egle Nakciunaite

Key Site Contacts for Facilities, Health & Safety

related activities

S U P P O R T

Strategy Real Estate

Projects Acquisitions International

Group Audits and Compliance

Eco / Heathy Workplace Teams

Project Management

Support

In collaboration with Group

Security

Official Facilities Organisation

January 2015 – 30 People

Meeting and Events

Condeco System (Leeds)

Travel (Leeds)

Reporting Records and

Administration (Group)

Shanghai (GMAP) Max Wu

Vending

OUT SOURCED

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Facilities Satisfaction Survey

A major focus on customer service… As Facilities Team/ Property Providers, we have to keep in mind we are enabling businesses to carry out activities and generate revenues, we contribute to the well being and satisfaction of employees that we help to attract and retain, we contribute to a great customer experience. When offices are crowded, impractical, environmentally poor and without flair the impact can be very damaging, as can poor customer service. Excessive costs and wasted space hit the bottom line, a balance has to be found, this will of course differ from one organisation to the next – what does yours want and need?

% of Callcredit employees saying they were very or extremely satisfied

2013 - 70% v 2014 - 81 %

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The COO View

“In a rapidly growing business it is critical that FM has a mind-set that is continually looking over the horizon to

predict requirements but also to challenge the business on different ways

of solving its needs”

Adrian Mitri – COO Callcredit

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Change….whatever happens, keep going !