1. Internal Transition:A case studyintransitioning andmanaginginternaloperational change
“The world as we havecreated it is a processof our thinking.Itcannotbe changed withoutchangingour
thinking.” ― AlbertEinstein
The issue:
 Transitionall of ClientA’s (CA) process,policyandprocedure toClientB’s(CB) model internally
due to merger. Literallydeconstructall of client real estate aswe knew andrebuildtonewclient
regional model
The Fix:
 Educatedthe newclient
o 4 TrainingsessionscreatedbyJLLwithfocusonoperationsandfinance aswe knewit
o StaffingevaluationandmappingtoClientB’s models
o How we leverage procurementacrossthe account
 Rebuildthe model
o Alignbudgetfromacentral focus to a regional andareamanagersperspective
 BudgetsflowedtoCA central finance forreview andapproval
 CB neededitbrokendowninto7 regions,27 area managers
o Alignworkorders ina similarfashionwithproperreportingstructure
 Re-establishworkorderflow andpropertiestocorrectarea managers
 Revise reportingstructure toalignwithCBmanagers
o Alignstaff withregional and arearepresentative withinCB
 Establishrelationshipswithnew management
 Understandnewrequirementandalignwithnew culture
 Provide properreportingperthe new CB model.
o Meetwith1MM dollarsavingsynergyputforthbythe client
 Create real time trackingsystemthatalignswithnew budgetmodel
 Recommendno/low/highimpactchanges
 Partnerwithlocal CB area managersto obtainapproval andimplementationof
the changes
 Create trustedadvisorfocusedrelationshipwithall newCB management
o Showclientthe integrityof JLL
o PartnerwithnewCB staff to supportandimpress
o Stay nimble yetfocusedthroughthe change totake the loadoff the client
o Meetand exceedthe expectationwithqualityworkandtimelyresponses
The Result:
 Successful trainingandtransitionof currentworktonew CB model,clientsatisfactionwas
achieved
 On pointexecutionof the re-buildingof the Finance,operationsandstaffingmodels,cleargoals
for bothsidestofollowandunderstand
 Met and exceededthe 1MMcost saving,creatingpartnershipatboththe site level andthe
leadershiplevel
 Consistentpositivefeedbackfromthe clientaboutthe staff performance,datadelivery,
timelinessandgeneral respectgiventoall partiesthroughthe transition,trustwasestablished
at all levelsmakingissues,concernsandrequestmore easilyresolvedandwithproductive
conversations.