The Edge - Volume One

Tell us about some of the best practices you developed ? Darrell: Throughout this process, we’ve developed several best practices, but the following have enabled our joint team to achieve measurable success. 1. The Facility Operation Response Team (FORT) is the 24/7 Operation Center that has been a huge game changer for our team. Prior to partnering with Cushman & Wakefield, our operations center consisted of one technician in the field who worked tirelessly after hours and on the weekends. The span of our portfolio is about 45 miles, so this was clearly not the model for success. With the FORT, we have a centralized operations center that is staffed 24/7. This allows the Cushman & Wakefield team to operate all the buildings from one location. 2. Cushman & Wakefield’s Business Intelligence (BI) team has built robust dashboards, allowing my team to manage the business through data using Google’s tools. For example, the Customer Satisfaction dashboard allows our team to see the top-level metrics by week, month and quarter, as well as drill down to the individual ticket level. And the CAPEX dashboard contains the assets across the portfolio (approximately $3.5 billion), allowing us to use this data to prioritize lifecycle investments based on principles. Our work around Digital Buildings and the FORT will change the way we operate and design our buildings going forward. Brandon: For me, one of our best practices is the way in which the leadership team works together and collaborates to make decisions. We are innovative, energetic and want to make a difference at Google and in our industry.

What does the future hold? Darrell: As technology plays a key role in our ongoing success, it’s going to continue to be the anchor of our go-forward plan. After all, Google is a technology company, so we’re expected to be technologically innovative at every turn. Fortunately, we are seeing the same commitment to innovation in technology from Cushman & Wakefield as they continue to make investments in technology that are mutually beneficial to both of our organizations. Between the dashboards, smart building programs and process work, innovation is happening all the time at every level. And it’s only going to get better. Brandon: Google is the industry leader in data analytics. We purposely built a strong analytics team to deliver data-driven operations in all our business decisions. We will continue to push and accelerate our use of data and dashboards to drive informed decisions. We have a good head start and we look forward to further advancing our dashboarding and analytical tools. The end goal is to create the healthiest andmost productive spaces in the industry.

* All dollar amounts listed are in USD.

30 THE EDGE