ANNUAL MANAGEMENT

CONFERENCE 2015

7 March 2015

WORLD CLASS

IAN ENTWISLE CEO, GCS EMEA

WORLD CLASS

INTEGRATING

CROSS SELLING

The premier global

commercial real estate services and

investment firm

Global CBRE today

To be seen as a truly

World Class company Our

aspiration

• Clients seek us out first

• Compared with the best companies from any sector

• Disadvantaged from not working with us

What is world class?

Produce advantages for our

clients, employees and shareholders

Our strategy

Key elements

of our strategy

STRONG AND CONSISTENT FINANCIAL GROWTH

1,810

2,647 3,194

4,032

6,036

5,130

4,166

5,119

5,912 6,520

7,194

8,497

183 300 461 653 970 601 454 681 803 918 1,022 1,146 $0

$1,000

$2,000

$3,000

$4,000

$5,000

$6,000

$7,000

$8,000

$9,000

2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 TTM Q32014

$ m

illio

n

Revenue Normalized EBITDA

WORLD CLASS

OUR MISSION

TO BUILD A WORLD-CLASS BUSINESS THROUGH EXCEPTIONAL SERVICE

AND EXCEPTIONAL PEOPLE

• Unique business unit structure built around the customer

• World leading customer base

• Great cultural fit

• Great people for growth

• World class systems

• Leading compliance and review process

• A track record of delivery; Exceptional Service

• Longer term contracts

WHY CBRE BOUGHT NORLAND? LAST YEAR’S CONFERENCE

Get the right team 90% Drive innovation and best practice 70% Know what the clients wants and over deliver 70% Bring in senior management and the experts 60% Strategy days 50%

FEEDBACK FROM LAST YEAR

RETAIN AND GROW YOUR CLIENTS

Joint induction 100%

Combined Business Systems 100%

Joint awards 100%

New market opportunities 90%

Combined team 90%

Joint bids 80%

Branding 80%

Cross selling 50%

FEEDBACK FROM LAST YEAR

CBRE INTEGRATION

• £659m EMEA Revenue (2014 result)

• 6000 EMEA GCS Employees

• 40 Countries

• Plus Global Data Centre offering in APAC & US

• Blue Chip Customer Base

• Global Contracts

• European Outsourcing Award Winners, 2012, 2013, 2014

• Quality Certified: ISO 9001/14001/18001

COMBINED BUSINESS TODAY

“Real Estate services delivered to ‘Occupiers’ of Corporate Real Estate, whether domestic or international clients, in Europe, Middle East and Africa”

Services encompass:

• Transaction Management Broker Management and Tenant Representation

• Project Management Programme, Cost, Project, Space and Move Management

• Portfolio Services Lease Administration, Data Management, Finance and Accounting

• Facilities Management Integrated FM and Self-Performance of Hard Services

• Technical Self Delivery Mechanical & Electrical Engineering

• Occupier Consulting Portfolio Optimisation, Workplace, Energy and Sustainability

• Specialist Service Lines Data Centres, Petroleum & Automotive, Asset Strategies

…World Class Products

WHAT WE OFFER

And the result?

WORLD CLASS GROWTH

21.3%

340

412

502

584

659

0

100

200

300

400

500

600

700

2010 2011 2012 2013 2014

£'M

illio

ns

Compound Growth Rate of 20% to 2014

GCS EMEA REVENUE GROWTH 2014

Growth £652m

• Total contract value of £127m for 2014

• Delivered 7450 transactions across EMEA

• Energy growth of 31%

• Projects growth of 37%

• Project sales over 9 months £75m including Ireland

• RoSPA: Overall winner Facilities Management Sector

• British Safety Council: International Safety Award

• Systems implemented: Project Delivery, Concept AX Interface, PeopleApp, Tradex, International deployments

• Largest win across 53 countries

• 167 staff completed ILM level 2, 3 & 5 in 2014

• 5893 Staff

21% Growth 6.2% Profit

1451 New Staff 96% Retention

HIGHLIGHTS

2014-2015

“By working together we will create a world class business”

• We are one team of exceptional people

• Unique service across EMEA

• Extensive expertise

• Single large sites through to global multi service clients

• Best in class systems

• Moving to a client focused Business Unit structure

OUR TEAM

Business Unit Director

Sales Director

Business Development Manager

Business Unit Coordinator

Finance

QHSE

HR

Procurement

Commercial

Alliance Director/ Area General Manager

Contract Manager

Contract Support

Head of Projects/Project Managers

Energy Manager

Business Unit Support

WORLD CLASS STRUCTURE FOR GROWTH

• Structured around clients

• Create time to understand the customer needs

• Provides ownership and accountability

• Deliver added value

• Retain customers for growth

WHY THE BUSINESS UNIT STRUCTURE?

• Ongoing process. Target to rebrand all divisions by January 2016

• FM division 1st to rebrand

• Other divisions to follow

• FM Fleet are currently rebranding

• Slough will be the first regional office to rebrand, others to follow

• CBRE templates are available

FM

DCS

CRITICAL EMEA

CRITICAL UK

NATIONAL

ACCOUNTS CORPORATE

SERVICES UK SERVICES

JAN 2016

REBRANDING THE BUSINESS

INTEGRATING

CROSS SELLING

GROWTH AREAS

Sectors

• Managing Agents

• Universities

• Airports

• Healthcare

• Pharmaceutical

• Manufacturing

Products

• Data Centres

• ICT

• Major Projects

• FM

• National Contracts

Regions

• Europe

• USA

• Ireland

REVENUE

£789m EBITDA

£42m

NEXT YEAR’S PLAN

659

789

923

1,079

1,263

0

150

300

450

600

750

900

1050

1200

1350

2014 2015 2016 2017 2018

£'M

illio

ns

20% Growth Year on Year

4 YEAR PLAN GROWTH

• Secure clients who value world class service

• Ensure we keep our customers through exceptional service

• Attract employees who can deliver and ensure we retain them

• Gain cost advantage through long term relationships and productivity

• Expand relationships across EMEA and globally

HOW DO WE BECOME WORLD CLASS?

When we have achieved all of the above, we will be a world class business delivering £1.3bn/$2bn revenue

• Clients actively seek us out

• Top talent comes to us

• We deliver an exceptional service to every client

• We are global innovators

• We offer a truly integrated EMEA wide service

“We will know we are world class when the

world’s best companies actively seek

us out as partners ” Bob Sulentic

HOW WILL WE KNOW WHEN WE ARE WORLD CLASS?

WORLD CLASS

MIKE GEDYE Managing Director, GCS EMEA

FROM WOW TO WHAT?

OCCUPANCY COST REDUCTIONS

Strategic Consulting

REDUCED CAPITAL PROJECT COSTS

Project Management

& Programme Management

OPEX & UTILITIES RUN-RATE REDUCTIONS

Facilities Management

& Technical Self-Delivery

RENTAL EXPENSE SAVINGS

Transaction Management

& Portfolio Services

CREATING INTEGRATED VALUE FOR OUR CLIENTS

INVO

LVEM

EN

T

PLANNING SITE SELECTION CONSTRUCTION OPERATIONS

Transaction and Portfolio Services

Project Management Facility

Management

Occupier Consulting

INTEGRATED SERVICE DELIVERY THROUGH THE PROPERTY LIFECYCLE

INTEGRATED SERVICE DELIVERY

OUR LEADERS

TIM HAMILTON

MIKE

GEDYE

JOHN

WILSON

ANDREW

JAY

SIMON

GALWAY

SUE

ASPREY-

PRICE

JONATHAN

KINSEY

TRANSACTIONS

&

PORTFOLIO SERVICES

EMEA ASSET STRATEGIES

DATA CENTRE SOLUTIONS

PETROLEUM & AUTOMOTIVE

CONSULTING RATING &

TAXATION

Our Transaction Management teams leverage market knowledge to deliver freehold and leasehold transactions across all asset types.

The Portfolio Management team also provides client accounting, estates management and Portfolio Analytics to optimise our client portfolios to realise significant value.

$56bn Transaction

Value in EMEA

46,000 Leases managed

in EMEA

7,450 Number of

Transactions in EMEA

$55m Global savings for clients in the past

4 years

TRANSACTIONS & PORTFOLIO SERVICES

EMEA SSC in a snapshot 3 3 Total Employees 0 Portfolio Services

Project Management

Technology Business Analytics

Key Services:

Established in 2008

Facility Management

Finance & Accounting

Audit & Compliance

HR

External Client/CBRE Solution Split (80% : 20%)

Employees 60% female 40% male

41 Languages Supported

52+ Clients

Certifications & Standards

WARSAW – GLOBAL BUSINESS SERVICES (GBS)

Fastest growing economy

Embedded strategists and variable consultants deliver solutions that integrate: • Business intelligence • Portfolio optimisation • Location analysis • Organisational strategies

300 Consultants

globally in 20 countries

9 EMEA embedded

strategists on accounts

3x Winner of CoreNet Global Innovator’s

Award

140 Clients globally

STRATEGIC CONSULTING OVERVIEW

Other key services include: • Workplace Services • Energy & Sustainability

We provide an end to end solution for energy management, from identifying energy efficiency to implementation of the efficiency project to the EMEA investor and corporate client base.

We mitigate the risk of future legislation and energy price volatility through:

• Energy procurement • Cost management • Compliance • Reputational enhancement.

$26m Saved in past 24 months for clients in EMEA

117mft2

Risk Managed portfolios

within EMEA

$406m Managed

utilities spend within EMEA

1,755 Energy reduction

project implemented in the last 24 months

ENERGY & SUSTAINABILITY

ASSET STRATEGIES

RATING DATA

CENTERS PETROLEUM

& AUTOMOTIVE

Valuation

Agency acquisitions, disposals & investments

Landlord & tenant advisory

Strategic consultancy

Lease administration & Portfolio optimisation

Acquisitions Services

Leasing & disposal services

Investment

Consultancy

Research

European location analysis

Rating valuation & appeals

Full rates management

Rates payment

Rates audit

Sale and leasebacks

Surplus asset sales

Joint ventures

Asset enhancement

Portfolio optimisation

EMEA SPECIALIST SERVICE OFFERING

FM Coverage

160

Offices in 40 countries

0.6 BSF

Square feet managed

11,650

Employees

4,800+

FM Professionals

0.6 BSF

Square feet managed

9,351

Sites managed

370+

FM client across 75

EMEA countries

CBRE

Affiliate

CBRE EMEA COVERAGE

Significant Client Base

LEVERAGE OUR SCALE

BANKING & FINANCE

INSURANCE

TECHNOLOGY & TELECOMMS

FMCG

PUBLIC

OIL & GAS

To build Competitive Advantage…

ADOPT A SECTOR FOCUSED APPROACH

TONY SMITH COO, GCS EMEA

INTEGRATED SERVICE DELIVERY

OUR LEADERS

KIRSTEN BRADBURY

KEVIN LYNN

JOHN DUNSTAN

NICK JONES

TOMMY MEIKLE

TONY BREARLEY

ANGUS HARDING

PETER JONES

FACILITIES MANAGEMENT

CORPORATE SERVICES

CRITICAL EMEA

CRITICAL UK NATIONAL ACCOUNTS

UK SERVICES INTEGRATED ACCOUNTS

INTEGRATED FM

OFFERING:

Delivery of integrated, bundled or total facilities management contracts which are developed on a case by case basis for each client, using specialist supply partners to consistently deliver a best in class solution.

TARGET MARKETS:

• Finance and professional services

• Insurance

• Large retail

• Media

• Large corporate organisations

• Higher education

FACILITIES MANAGEMENT

KIRSTEN BRADBURY

OFFERING: Delivering IFM Services to CBRE’s corporate occupier clients across the region. Applying technology, procurement leverage and energy and sustainability initiatives to enhance value, streamline operations, and reduce operating expenses.

TARGET MARKETS: Large, Global or Multi-Nationals with complex property portfolios seeking strategic IFM partner to drive cost optimisation; raise customer experience and achieve legislation compliance.

• Financial and Professional Services

• Technology and Telecoms

• Pharmaceuticals

• Large corporate organisations

INTEGRATED FACILITIES MANAGEMENT

PETER JONES

OFFERING: Resident work force and dedicated management with a focus on customer service and local empowered decision making. Specialist business units targeted at specific markets including Healthcare and Life Sciences and Universities.

TARGET MARKETS:

• Healthcare

• Education

• Museums, Galleries, Stadia

• Life Sciences

• Legal

• Professional Services

CORPORATE SERVICES

KEVIN LYNN

OFFERING:

Providing round the clock engineering support and ICT services to large critical accounts, enterprise data centres and wholesale/colocations in London and across EMEA.

TARGET MARKETS:

• Data centres

• Global financial institutions

• Global Insurance

• Media/Broadcasting

CRITICAL ENVIRONMENT SERVICES EMEA

JOHN DUNSTAN

OFFERING:

First class 24/7 support to mission critical environments, inclusive of data centres, critical manufacturing and niche financial sector customers throughout the UK.

TARGET MARKETS:

• Data centres

• Banking

• Aviation Manufacturing

• Pharmaceutical

• Industrial

• Scientific research

CRITICAL ENVIRONMENT SERVICES UK

NICK JONES

OFFERING:

Specifically for customers where national infrastructure is central to their business operation. Our model provides dedicated ring-fenced resources where multiple site, service standards and stakeholder expectations exist.

TARGET MARKETS:

• High-end retail

• Logistics

• Healthcare

• Utilities

• Telecommunications

• Financial/Insurance

NATIONAL ACCOUNTS

TOMMY MEIKLE

OFFERING:

A flexible maintenance solution suited to both customers requiring site-based teams in multi-tenanted buildings, or with dispersed regional sites requiring a mobile maintenance workforce.

TARGET MARKETS:

• Retail and shopping centres

• Property developers

• Business/Science park

• County and District Councils

• NHS Property Services

• Owner/Occupier

UK SERVICES

TONY BREARLEY

OFFERING:

Provides the full range of Corporate Real Estate services to multi-nationals whose objective is partnership across all elements of the property lifecycle. Our service offers to drive change faster; minimise risk; and gain control over their property portfolio costs. This is achieved through seamless integration of Consultancy; Transaction & Portfolio Management; Project Management; and FM Operations.

TARGET MARKETS:

All sectors are targets, but we have traditionally been most successful in Banking & Finance, Technology & Communication

INTEGRATED ACCOUNTS

ANGUS HARDING

• Large multi-nationals with complex property portfolios • Strong drivers for change; primarily cost reduction; legislation; an industry

shift or M&A event • Mature global organisations, generally with centralised CRE functions

• Dedicated and variable teams to implement industry-leading processes

• Leverages economies of scale to optimise activities and make the most efficient use of our client’s capital.

• Also provides Programme Management of global capital budgets and assists clients with the delivery of occupancy plans and MAC (moves, adds, changes) solutions.

• Our construction capability enables us to act as Principal Contractor, taking full responsibility of the planning, management, delivery and financial control of a construction project.

€2.25B EMEA business

activity

500+ PJM

professionals

in EMEA

+10m Sq ft under

management

3,900 Projects

managed in

2012 EMEA

PROJECT MANAGEMENT (PJM) OVERVIEW

IAN SMITH GARY PERRY

• Gain better knowledge of all CBRE products

• Have an obsessive client focus

• Work the network

• Understand the integrated value

• Be proactive, but be selective

KEY TAKEAWAYS

PAUL SAVILLE-KING MANAGING DIRECTOR,

DATA CENTRE SOLUTIONS

FULL SERVICE, GLOBAL, DATA CENTRE SOLUTIONS

$1B DCS Annual

Capital Projects

450 MW Annual

transactions

10MSF Managed raised

floor space

36+ Data center

advisors globally

MANAGED DATA CENTRE’S ON 4 CONTINENTS

“Your Brand is Safe in our Hands”

CBRE DATA CENTRE SOLUTIONS

50+ # of

clients

275+ data

centers

2,700

Mission Critical Engineers

Active Members of EU Code of Conduct for

Energy Efficiency In DC’s and

other standards

10+ MSF

raised floor space

25 Global

Locations

DEDICATED DC

EXPERTS

Uptime M&O

Gold Standard Operational Sustainability

CE360: COMPREHENSIVE DC CAPABILITIES

• Network Infrastructure Management • Asset Management • DC Operations • Deployments • Intelligent Hands • Hardware Maintenance and Server Imaging

IT Services Build, operate and manage IT infrastructure

• Review and report on your facility • Operational Risk Reviews • Tier Rating Assessments • Data Centre Efficiency Reviews • TCO Analysis

Insights Performance assessment and DC Improvement

• PUE Improvement • Supply and Demand Side Initiatives • Strategic, Tactical and Project Advice • Capital Projects • Incentives Advice • EU Code of Conduct

Energy Services Your direct route to lower costs and a smaller carbon footprint

• Unique CERM ™ Methodology • Critical Engineering Maintenance • High Proportion of Self Performance • OEM Management • Risk focused maintenance strategies

Mechanical and Electrical Services Innovative approach to M&E services that reduces

operational risk by up to 80%

• Integrated FM Model • Risk focused culture • Incident response integration • Visible service improvement and

cost reductions

Facilities Management

• Risk aware approach • Track record in live environments • Industry leading design partners • Design, Build and Operate

Project Delivery Experts through the entire life cycle;

define, design, deliver

“Your Brand is Safe in our Hands”

CE 360

Integrated Facilities Management

BREAK OUT SESSION KIRSTEN BRADBURY

1. How can we better cross sell all CBRE services to continue growth?

2. What are you going to do to get better knowledge of all CBRE products?

3. How can we better demonstrate/evidence the value of integration?

BREAK OUT QUESTIONS

LUNCH

GROUP DISCUSSIONS

BREAK FOR LUNCH

FEEDBACK SESSION KIRSTEN BRADBURY

1. How can we better cross sell all CBRE services to continue growth?

BREAK OUT QUESTION

2. What are you going to do to get better knowledge of all CBRE products?

BREAK OUT QUESTION

3. How can we better demonstrate/evidence the value of integration?

BREAK OUT QUESTION

SUE ASPREY-PRICE HEAD OF CONSULTING,

GCS EMEA

2014 vs….

WHAT KEY ISSUES WILL DRIVE COMPETITIVE ADVANTAGE?

CREATING INTERCONNECTED VALUE: PEOPLE, PLACE AND PROPERTY

….2015

WHAT OUR CLIENTS ARE SAYING

Jane Martin, Global Head, Corporate Real

Estate

Harri Singh, Services Leader, Global Operations

Mike DuMuro, Head of International Corporate Real Estate

We have a significant challenges around cost reduction and cost savings. I know we are a decentralised organisation but how can your Service Centre approach help me achieve our goals across the

entire GE Organisation?

Our challenges of low interest rates and high regulatory requirements means we need creative solutions

around retail and digital banking…we need your help

We have just bought Nokia, we need to merge the portfolios and

yet still after consistent service delivery across our portfolio. What

should we do?

Centralised Mandate Decentralised Model

KNOW THE ORGANISATION FOR INTEGRATION

Busin

ess U

nit A

Busin

ess U

nit B

Busin

ess U

nit C

Busin

ess U

nit D

Global CBE Team

Regional CRE Team

Local CRE

Service Centre Across All Business units

Integrated Partner In

tegra

ted Pa

rtner

HOW CORPORATES ARE ORGANISING

Outsourcing maturity

1st Generation

4th Generation

Decentralised CRE

Centralised CRE

2nd Generation

3rd Generation

CLIENTS OBJECTIVE

FROM TO

1 STRATEGY & CRM

ENABLE BUSINESS GOALS

2 MANAGEMENT

SOLUTIONS MAXIMIZING VALUE

3 OPERATIONS

DELIVER FLAWLESS SERVICE

CRE

SP

Higher value service

provider contribution

CREs are changing their operating models An industry shift

CREATING VALUE FOR OUR CLIENTS

OCCUPANCY COST REDUCTIONS

Strategic Consulting Portfolio optimisation to consolidate space, find vacancies, blend/extend, review demographics for new locations, etc.

ANNUAL CAPITAL EXPENSES

ANNUAL OPERATING EXPENSES

ANNUAL OPERATING EXPENSES

REDUCED CAPITAL PROJECT COSTS

Project Management Oversight of any capital project related to real estate (build out, new UPS system, solar panels, new signage)

OPEX & UTILITIES RUN-RATE REDUCTIONS Facilities Management Day to day oversight, Engineering, Vendor Management, Leverage savings through strategic sourcing and Energy Management

RENTAL EXPENSE SAVINGS Transaction Management Savings on rent via negotiating lease renewals, finding new locations, disposing of excess space, sub-leasing, etc.

WHAT’S TRENDING ACROSS CORPORATE REAL ESTATE?

Corporate RE

Dynamics

Talent: Two-Fold Employee

Experience

Programme

Management

Global

Standards

Alliance

Management

WHAT DO OUR CLIENTS WANT FROM US?

Ability to deliver multiple, complimentary services on a Global basis

1

Cost Certainty – GMP contracts

2

Enhanced offerings and Value Add (e.g., energy services and strategic occupancy planning)

3 CREs are increasingly looking to service providers to close the skills gap within their organizations

4

HOW TO SELL SERVICES ALIGNED WITH CLIENT NEEDS

Step 1 Identify

challenges and generation

of outsourcing

Step 2 Determine

value of integration to the

client

Step 3 : Identify

the right team

Increased Value to Fee for Accounts with Integrated Services 38%

CASE STUDY - PRUDENTIAL

Norland contract Hard services

Started January 2015

Adam Burden introduces Strategic

Consulting team to client

Trends workshop with 8 Prudential

RE leaders. Run by Consulting team

Follow up meeting with client on CBRE

services

Potential opportunities:

• Strategic involvement in

their future operating model

• Broaden into FM services

• Consolidate relationship in

TM

New client, 1st generation, introductions made to Strategic consulting team …

STEVE BOOKER QHSE DIRECTOR,

GCS EMEA

ONE MESSAGE ONE FOCUS ONE TEAM

QHSE RISK MANAGEMENT

OUR

RESPONSIBILITY

SAFETY

ENVIRONMENT QUALITY

HEA

LTH

HEALTH

SA

FETY

EN

VIR

ON

MEN

T

QU

ALIT

Y

SAFETY

QHSE

HEA

LTH

QHSE SAFETY

ENVIRONMENT QHSE

HEA

LTH

ENVIRONMENT

QU

ALI

TY

WORLD CLASS: KEY COMPONENTS

People

Supply chain

Process & Technology

Setting performance standards that become benchmarks for others to follow.

Everything we do, Everywhere we do it

• Focus 100% on compliance

• Make NO assumptions

• Accept NO complacency

• NEVER compromise on QHSE standards

Our QHSE commitment

BUILDING A WORLD CLASS BUSINESS

RACHAEL HENDERSON HR DIRECTOR,GCS EMEA

• New induction launched

• Comms: new magazine & news updates

• New mission

Achieved in 2014

New recruits 1451

Number of transferred staff 542

Induction courses 95

Number of training courses 997

Average hours training 8.9 hours

Total headcount 5,893

GCS EMEA TODAY

2015

2200

890

136

1250

10

6,879

World Class

• Ability to attract best talent • Share and develop best practices

• Integrated teams with exceptional people • Great work environment

+ =

CLIENTS FIRST • Operate as a client-centric business • Generate exceptional results by understanding our clients’

needs • Deliver more value by working together to provide

integrated services • Build long term relationships by ensuring our clients feel a

difference when they work with us.

BEST TALENT • Attract and retain the very best people from within our

industry and beyond • Help every individual achieve their full potential by

providing excellent training and development opportunities • Reward the right behaviours • Create a great place to work.

OPERATIONAL EXCELLENCE • Continuously improve our processes to deliver a more

effective service to clients • Deliver a consistent world class service where ever our

clients have a need • Expand our self-perform capability into Europe to provide a

more comprehensive service • Equip our team with resources that help them to perform to

the best of their ability.

INNOVATION • Build an entrepreneurial culture • Constantly improve the way we work to provide better client

service and value • Be seen as the ‘go to’ experts in our field • Turn technological changes into opportunities.

.

WE NEED THE BEST TALENT

Attitude

Education

Training

Experience /Skills

Cultural Fit

To support our clients we need the best talent. What is ‘best talent’?

Clue: Central HR & management teams are not the best people to answer this

Answer: Ask your clients

• What are their challenges?

• What skills do they need from CBRE to overcome these?

• What knowledge and experience should our people have?

Our clients are varied – one size will not fit all

Competence Commitment

BEST TALENT 3 C’S

Contribution

Competence

Skills

Experience

Education

Training

BEST TALENT

• Recruitment assessment centre for ALL managers

• Select recruits from outside the industry

• New Learning Management System – 2015

• Nominate your people for management development programmes

• Appraise your people

• Coach and mentor

• Give regular feedback

Competence

Skills

Experience

Education

Training

Commitment

Work hard

Follow ‘the rules’

Loyal

The ‘right’ attitude

• Promote the RISE values

• Cascade the new mission

• Create a ‘team’

• Reward achievement

• Create a business that people are proud of

• Be a role mode

• Build long term career path

BEST TALENT

Competence

Skills

Experience

Education

Training

Commitment

Work hard

Follow ‘the rules’

Loyal

The ‘right’ attitude

Contribution

Understand customers

needs

Drive change and

improvement

BEST TALENT – 3C’S

=

• Set expectations high (formal and informal)

• Put clients 1st NOT internal processes

• Be experts in your clients’ business

• Expect innovation: forbid stagnation

• Build deep, long lasting relationships with clients

• Recruit and build world class teams committed to our success

BECOMING WORLD CLASS LEADERS

Building a World Class Business

REQUIRES =

JOHN MAIDMENT GROUP SALES DIRECTOR,

GCS EMEA

2014- NEW BUSINESS RESULTS

0

10

20

30

40

50

60

70

80

90

11/12 12/13 13/14 2014 (9)

New Business Orders

Sales

Target

Orders 2014 £127m(GCS)

Corporate Services £11.4m

UK Services £3.5m

Critical Environment £22.3m

National Accounts £10.5m

USA & Ireland £6.2m

GCS/EMEA £61.37m

UK FM £6m

Conversion Rate

1 in 2

Average order value > £1.4m

EUROPEAN MARKET UPDATE

IFM 13%

Bundle Services 25.60%

Single Services 61.40%

Percent Revenue Opportunity Breakdown By Contract Type Total Facility Management Market, Europe

Countries include: UK, Germany, France, Italy, Spain, Benelux, Scandinavia and Alpine • Total Outsourced FM Market is £75.66 bn • Single Services is by far the largest market in Europe (£46.46 bn) • The outsourcing rate is 47.6% • The In-house market still accounts for the largest opportunity (£83.40 bn) • Growth rate in 2016 £6.14 bn

47.6% Outsourcing Rate

1

11

21

31

41

51

61

71

81

Total Outsourced FM In-House FM MarketBill

ion

Total Revenue Opportunity Outsourced FM versus In-House FM

Total Facility Management Market, Europe

Market segmentation by end user contract type

WHAT MAKES A GREAT OPPORTUNITY?

• Established and strong customer relationships.

• A clear fit between the customer’s requirement and our demonstrable capabilities.

• The importance of our product / service delivery to the clients strategic outcomes.

• Customer’s that are driven by quality of service and value.

• Our ability to create a unique customer proposition through the combination of our product and service capability

CHIEF EXECUTIVE

KEY ADDRESS

• We have a track record of delivery; exceptional service

• We continually add value and innovate

• Senior management are visible

• We are responsive and accessible to our customers

• We have specialists; competence in depth

• We offer continual efficiencies and added scope to our customers

• We build lock-ins

• We have strong teams and a culture of service

• Moving to World class

WHY ARE WE GROWING?

• Global critical

• Project expansion

• Investor managed properties

• European wide FM

• European transactions

• EMEA wide M&E contracts

SEIZE THE OPPORTUNITY

659

789

923

1,079

1,263

0

150

300

450

600

750

900

1050

1200

1350

2014 2015 2016 2017 2018

£'M

illio

ns

20% Growth Year on Year

GCS EMEA PLAN GROWTH

• Unique business unit structure built around the customer

• World leading customer base

• Great people for growth

• World class systems

• Leading compliance and review process

• Year on year 20% + successive growth

INTEGRATED BUSINESS

• Global FM contracts

• Transaction management

• Lease management

• Project management

• Consultancy

• Brokerage

• Valuation

• Development

• Financing

GET TO KNOW WHAT THE WIDER BUSINESS DOES

• Use strong relationships for growth

• Use best in class systems

• Leverage geographical coverage

• Leverage scale of company purchasing power

• Use larger brand to attract more talent

• Train our people for global growth

• Communicate internally and externally

INTEGRATE

CROSS SELL

CROSS SELLING OPPORTUNITIES

• Exceptional managers regularly see our clients

• Have great relationships

• Make it easy for clients to complain

• Highlight any issues

• Deal with the issues then add value

• Make the response timely

• Ensure employees are aware and empowered to resolve

• Know all the products

WORLD CLASS PUTS THE CLIENT FIRST

• ABCD (Above and Beyond the Call of Duty)

• Extraordinary

• Distinguished and Notable

• Defined as Going the Extra Mile

• Beyond the Norm

• A Market Leader

• Surpassing what is Ordinary

“We are not ordinary, we are World class”

DON’T FORGET TO DELIVER WORLD CLASS SERVICE

• Ensure you have the right team to deliver exceptional service

• Work as a team

• Build the right relationships high wide and deep

• Succession plan for growth

• Get to know all CBRE products

• Keep your customers for growth

• Huge opportunity for personal development

• You are empowered to deliver a world class service

WHAT DO WE NEED YOU TO DO?

THANK YOU