Performance

We help our clients be more competitive in the market place and add value to their business by measuring and monitoring the performance of sub service providers. We do this to ensure a right balance between savings and service quality. A dedicated Key Account Manager takes responsibility for each clients’ needs and requirements, as well as accountability for Service Level Agreements (SLAs) that are designed and pre-agreed to match each client’s specific needs.

We measure our supplier’s performance by:

• Meeting contractual obligations
• Generic specifications encapsulated in SLAs and building related specifications
• Building performance management models to monitor and manage SLAs
• Escalating issues and accountability through the Key Account Management structure

Criteria for CBRE Excellerate’s performance management in terms of SLAs include:

• Service quality
• Response times
• Frequency of incidents
• Administration
• Skills and training
• Condition of equipment
• Image of the company, including staff appearance and communication
• Contribution to the image of the clients’ property