What is Operation Excellence?

Operation Excellence is the savoir-faire of delivering optimal services to ensure client’s expectations and satisfaction.

Efficient Operation Excellence requires to successfully implement an Integrated Management System (IMS). IMS is based on 4 pillars:

1. Strategy Deployment
2. Performance Management
3. Process Excellence
4. Employee Performance

1. Strategy Deployment

As an IFM service provider, we first focus on understanding the client’s needs and expectations.

To ensure alignment with the execution of agreed services, we go through 4 steps:

1. Organizing all the processes and determining the Action Plan
2. Conducting the client current state analysis
3. Defining and determining strategic initiatives and tactics based on our analysis and expertise
4. Implementing the strategy and review for optimization

Strategy deployment is a crucial step to help our clients move from their current state to where they want to be. Through this process, we can align with the client requirements with the execution of agreed services.

2. Performance Management

Performance Management is the second core pillars of Operation Excellence.

To be aligned with the client’s needs, the development of Key Performance Indicators (KPI) are mandatory. There are 2 levels of KPIs, external (with the client) and internal (within the organization).

The key is to align the service delivery with the vision and strategy of the client, improve internal and external communications, and monitor the service delivery performance against strategic goals.

The benefits of developing Key Performance Indicators to monitor the quality of service delivery are numerous:

1. Help the management team to focus on the execution of service delivery
2. Focus and align with agreed service level
3. Enable the client to understand the relationship between measures and performance
4. Improve communication and monitoring of service quality
5. Help employees to understand and focus on the service delivery’s priorities and expected outputs

3. Process Excellence

Process excellence is about creating effective and efficient management and support processes necessary to deliver the expected service level. These processes are designed and constantly improved to assure service delivery consistency. To attain Process Excellence, we follow this 5-phases approach:

1. Select the RIGHT PROJECTS

Prioritize projects based on impact, value, resources, timing.

2. Select & Train the RIGHT PEOPLE

Select the right leader and members and conduct training.

3. Develop & Implement IMPROVEMENT PLAN

Utilize the right improvement methodology for the right project.

4. Manage for EXCELLENCE in EXECUTION

Stay focused. Constantly review progress and actual impact.

5. Sustain the GAINS

Implement plans, conduct regular training, and measure the impact of the system.

Process Excellence allows automation and optimal workflows so that all operations go smoothly and efficiently.

3. People Empowerment

 “The greatest asset of a company is its people.” Jorge Paulo Lemann, the Brazilian businessman Co-founder of Banco Garantia, emphasizes that the success of a company largely depends on its people.

Indeed, Operation Excellence can be achieved and sustained with the right competencies, the right environment, the right processes, but especially with the right people.

To improve our people’s expertise and performance, GB FMS focuses on the following aspects:

1. Engagement
2. Training
3. Empowerment

At GB FMS, our Account Managers are more than just managers, they are leaders. To ensure clients satisfaction with qualitative and valuable IFM service delivery, our leaders have various roles such as: facilitator, business analyzer, strategist, communicator, living example, etc.

In addition, all GB employees receive regular professional training to upgrade their qualifications and ensure that they fit into the client company culture, align with his/her values, and provide solutions that sustain the client mission.

Our people become leaders capable of finding the most appropriate solution to the client needs. They become an asset to the company growth.

CEO Dong-Joo Park shares the purpose of GB FMS Operation Excellence, “At GB FMS, we focus on our clients desired outcomes and elaborate strategic and innovative solutions based on our Operational Excellence to efficiently achieve their operational goals and objectives.”