The Leader Magazine

MAR 2018

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t H e le A de R MARCH 2018 41 The real estate and facilities management mentality was very much, "let's not have anything go wrong" rather than "what does excellence look like?" Overall, in 2013, GREF was not enabling the EMC business as well as it should. t he plan The GREF team reassessed how it could support EMC's strategic objectives focusing on being a 'Great Place to work', providing a total customer experience, innovating the workplace experience, driving operational efficiencies and process innovation, and supporting EMC's CSR strategy. The traditional model of real estate and facilities management within EMC needed to be redefined to be effective and deliver a strategic service to the organisation. One of EMC's core values is 'customer experience' and an excellent experience in the workplace encourages employees to deliver this to their customers. 'Customer experience first, the GREF interpretation,' resonated across the organisation and the decision was made to apply the hospitality sector's thinking to the company values, creating a 'One Team' approach to service delivery through the integration of EHS, FM, real estate and security operations, collectively positioned as facilities-as-a-service (FaaS). The aim was to introduce a change program that would create a network of trusted, industry- leading, service teams and partnerships, creating and delivering exceptional client services aligned to business vision, values and strategy. In turn, this would engage and enable EMC employees, drive performance, and support a core business strategy of being a 'Great Place to Work'. This vision was a transformational shift in culture to one of service excellence, innovation and sustainability through partnership, and as early as 2015 was recognized with the European Facility Management Network's EuroFM Award for Partners Across Borders. t he journey Enabling this business change required moving the real estate and facilities function toward strategic-partner status. As a strategic partner, GREF would stand with regional and

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