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Customer Service

Makes SAP Run Better

Business Support

APAC

  • 15% reduction in helpdesk requests with corresponding increase in proactive tickets. Up to 25% of helpdesk tickets are proactively raised by facilities team
  • Ongoing rollout of smiley face customer service app

ASK

  • Completion of SYD21 move from SYD01 (420 staff)- reuse of existing furniture and phased move incorporating EMS objective
  • Support for SIN05 locker enhancement project and consolidation
  • Preparation for closure of SGN04
  • Resolution of MEL02 cleaning issues

GC

  • Completed move of 110 staff from GZU01 to GZU02 and supported GZU02 new office grand opening
  • Supported XIY02 expansion project
  • Supported BJG07 3 floors surrender project, relocating 80 staff
  • SZX01 office improvement plan post site visit
  • Completed move of 30 staff from HKG86 to HKG02

India

  • PUN50 site upgrade program
  • Completed BLR85 pantry renovation and pantry modification works in BLR 03/04
  • Completed Diwali decorations across India and supported Family Day site organization
  • Garden improvements across BLR campus

Building Performance

Reliable & Safe

Assets & Infrastructure

APAC

  • 100% PPM to schedule
  • JLL internal OpsAide and CMO audit completed across region with positive results
  • Ongoing drive to increase evacuation drill participation

ASK

  • Ongoing testing for centralized email alerts for critical equipment
  • Emergency support for SIN05 water leakage and rectification

GC

  • Successfully completed ISO27001 and ISO4001 external audit for Labs Shanghai
  • Completed HKG02 IT room UPS health check
  • Supported building power downs in PVG01-07, PVG10, PVG12, XIY02

India

  • Supported building power downs in BLR10, BLR25, BLR campus
  • Completed BLR Campus energy audit, outcomes to be reviewed in Q1
  • Supported fire detection and suppression system rectification in GUR01

Opex

Productivity & Efficiency

Opex

APAC

  • 2019 Actual Spend= Euro 8.804m, 10% below 2019 Budget PO
  • True-up for all countries except India completed in Q4 2019
  •  As agreed, India 1st true-up completed in Jan 2020
  •  True-up for November/December 2019 to be completed in Q2 2020
  • Completed submission of 2020 Budget
  • Pantry Consumables feasibility study For NZ,ID,PH,TH,MY
  • Program shared for implementation of technology tools at BLR campus to improve productivity

Partnership & Governance

Are we a trusted partner

Partnership & Governance

APAC

  • RAD visit to Japan to address resource and operations issues
  • ASK ROL visit to SYD21 and MEL02 to review operations and SYD03 planning
  • Implemented online Bravo vendor scorecard for more data driven assessment and to proactively manage vendors

GC

  • Performance issues identified with Xindi (landscape vendor) and to be replaced in 2020
  • Operations compliance issue at PVG01 where a JLL staff unlocked a pedestal without employee authorization during a move. Training has been refreshed for the whole team.

India

  • Recognition event held in BLR and PUN for technical and cleaning vendor staff
  • India compliance tracker updated to be more accurate with actions and timelines as more applications move online
  • Delay in application for Fire NOC for BLR 05 due to change in legislation. Online application completed and new license not received to date.
  • Change in landscape vendor in BLR campus due to labour compliance issues

Japan

  • Implementation of enhanced governance mechanism and RACI refresh to improve service delivery and alignment
brush divider

Q4 SAP Smiley Face Survey

  • Smiley Face Survey continued to be rolled out in ASK outside Greater China.
  • 8 responses rated poor across GC. In 3/8 cases the user pressed the wrong button. In another 3/8 cases the user was interested to test what feedback they would receive after pressing poor. On investigation he was satisfied with service. 2/8 users responded they had not completed the survey.

Q4 – People

Regional Headcount

Q4 Leavers

Rewards & Recognition

  • SYD01 team for putting in the extra hours and effort in executing the move from SYD01 to SYD21.
  • Carolyn Perreau (PER04) awarded as Perth Branch Hero for 2019
  • Mastura Mohamed and Nurain Salleh (SIN05 Reception Team) for being recognized by the SAP Digital Core business for being office superstars; fronting the reception to receive guests and customers with professionalism and grace.
  •  Recognition from GCO for Laura Yang and Yoyo Zhang for support of opening event for GUZ02
  • Recognition by SAP India to JLL and JLL vendor staff for support for BLR10move with award of Amazon Vouchers
  •  Recognition of Gurgaon team for support for KMPG client event in October and arrangements including furniture set-up and integration with catering support

Diversity

Training

Q4 KPI Performance

Pending sign-off: Japan Q3/4 and India Q4

ASK: Reduction in Singapore hard services score due to pending email alerts program.

ASK: Reduction in Australia Health score due to gap in management support during SYD21 move.

GC: Reduction in China Health score due to locker process issues during move

India: Fail for Q4 due to delayed application for Fire NOC renewal for BLR05.

Japan: Fail for delay in replacement of Soft Services Manager