Goodman Property Group
Goodman is an integrated commercial property group, who owns, develops and manages commercial real estate including industrial, retail and office space globally. Goodman delivers property solutions to customers using their integrated customer service approach (own+develop+manage) to not only source high quality real estate assets but also to develop properties to meet customers’ business requirements, fund these developments and provide property management services to ensure they are consistently maintained to a high standard.
Organisational Development & Team Alignment
In 2012, after a challenging 3 yrs in the industry, the Goodman team undertook a review of their property services division. This team of 50+ people are responsible for the financial management, physical maintenance and tenant servicing of the leased industrial properties in the Goodman portfolio across Australia worth approximately AUD$15b.
The Goodman executive, lead by Tim Lewis, engaged Future Platform to create and drive an ongoing Organisational Development and Team Alignment Program.
In preparation, Future Platform interviewed a cross section of staff, identified key business development opportunities and potential cultural barriers, advised the executive on possible options, and briefing and training the regional leaders on change and ways to endorse the core messages. Once the manages were ready, Future Platform distributed pre work for all participants and facilitated their annual conference focusing on Customer Service.
Evaluations relayed three key findings:
Core messaging was well embedded and has been retained
Staff felt far more aligned in their customer engagement and could see the ‘partnership psyche’ positively impacting the customer experience
The ‘end to end’ service mentality identified a number of process improvement opportunities which improved both the speed and quality of the information being captured and reported leading to better decision making at a team and property level.
Post the conference, this proactive management team re calibrated the portfolio management IT needs of the business in preparation for the significant, planned growth rate of the number and diversity of the properties under management.
In summary, this initial program was highly regarded by the regional property services teams, support teams and the executive as process maps, role reviews, training needs and systemic and commercial opportunities were realised.
Customer feedback post the initial program has been strong. Subsequently, Future Platform and Goodman have an ongoing relationship in regards to Organisational Development and Team Alignment incorporating process reviews.
Future Platform have been engaged to develop the middle management team and facilitate the Property Service’s 2014 offsite with new themes and priorities.