UNILEVER

OUR REAL ESTATE SERVICES JOURNEY

MARCH 2013
ADAM J HOY
AGENDA

Unilever
The Way it Was
Enterprise Support & Workplace
Challenges
Looking forward
Q&A
UNILEVER
FAST FACTS - 2011

171,000 employees at the end of

the year
55% of our business comes from
emerging markets
1 billion invested in R&D
worldwide
190 countries in which our products
are sold
8 nationalities on our board of
directors
CONSUMERS

2 billion
consumers use a
Unilever product
every day.

Our top 12 brands 1 billion invested

all have sales of in R&D.
more than 1
billion.
Around 6.1 billion
invested in
advertising and
promotion.
UNILEVERS PORTFOLIO OF
CATEGORIES

30% FOODS

33% PERSONAL CARE

19% REFRESHMENT

18% HOMECARE
OUR 1 BILLION BRANDS
 INSPIRATION EVERY DAY

Working closely with chefs and caterers in 74 countries

Unilever Food Solutions helps achieve the critical
balance between impressing guests and making a profit,
and addressing the important food issues that have been
identified by consumers.

OUR BRANDS
Global brands: Knorr, Lipton and Hellmanns
Leading positions in dressings, sauces, seasonings,
sauces, soups, desserts and tea. Essence
Inspiring chefs to satisfy
their guests every day
OUR PEOPLE
4,500 employees, of which:
3,600 sales people
230 chefs
CUSTOMER PARTNERSHIPS

Unilever manages a number of partnerships globally.

THE WAY IT WAS
PRE-2010 WORKPLACE

Lack of Lack of
Data Process

Lack of Lack of
Strategy Scale
ENTERPRISE SUPPORT,
WORKPLACE SERVICES,
& REAL ESTATE SERVICES
SUPPORT A WINNING ENTERPRISE
APRIL 2010

R&D MARKETING

SUPPLY CUSTOMER
CHAIN DEVELOPMENT
ENTERPRISE SUPPORT

Finance transaction processing Workplace and travel IT Services

Purchase to pay Real Estate PC, laptops and printers

Travel and expenses Building Services, maintenance etc
Software asset management
Record to report Office supplies
Bill to cash Facilities services Maintaining IT security
Travel Agency incl. air, car, hotel Smart and mobile phones
Fleet Fixed line telephony, teleconferencing and
Finance support Corporate Credit Card other voice
Professional services - management and Data Network
financial consultancy, audit and legal services
Supply chain accounting Server and storage management (including
Assurance back-up and recovery)
Calendar, E-Mail, Instant Messenger, SharePoint,
Live Meeting, personal video-conferencing
IM HR
Telepresence and video conference facilities
IT service desks
Information delivery HR service desk
Analytics support Pay, benefits and reward Run and maintain business applications
Learning Business application development
Recruitment
Performance and talent management
PDP online
Workforce administration
Master data
International mobility administration
Temporary labour
Master data management
WORKPLACE - TRANSFORMING THE
Draft for review
WAY PEOPLE WORK IN UNILEVER

Unilever Workplace Services is a

professional organization focused on
delivering service and financial
improvements to the Unilever Workplace in
a globally consistent manner.

Formed in 2010, the organization is breaking

new ground in how it is transforming the
way Unilever employees work. Driving Agile
working and creating maximizing flexibility
and choice to our people, Workplace
Services are not only contributing to
Unilever in a financial sense, but also in
terms of increased productivity to the
company as a whole.
WORKPLACE SERVICES The original 2010
Blueprint
VP WP Services

Global Global
Global Workplace Director
Global Real Workplace Travel Workplace Director Workplace Director
Facilities WE
Estate Lead Strategy Service Line AAC Americas
Services Lead
Lead Lead

Responsible for: Responsible for:

Establishing and maintaining the global service line
strategy, in line with business requirements
Monitoring performance of their service line and
ensure service levels are met globally
Contributing to the strategy development
Delivering of all day-to-day Workplace Services in line
with established service levels, whether insourced or
outsourced
Resolving all performance and quality issues

Monitoring issue resolution for their service lines
across the globe and intervene if they are escalated,
ensuring closure
Owning the contract with the service providers in
relation to their outsourced service lines
Ensuring global harmonisation and continuous
improvement of the live services
Building the regional service operations organisation,
balancing short term and long term priorities
Managing client expectations, changes in business
requirements, and business adoption issues
Delivering of local and global harmonisation and
continuous improvement projects aimed at improving
cost and service
 WORKPLACE SERVICES
LEADERSHIP TEAM Ken Manke
VP Workplace Services

Mark Meng-Chew
Adam Hoy Robert Sergio Lima
Blatchford Michelle (MC) Ching
Ian Dunning Tuinenburg
Adam Hoy Pattison Workplace Workplace Workplace
Global
Global Services Workplace Services Services
Global Real Workplace Agile
Facilities Delivery Services Delivery Delivery
Estate Director Services Travel Workplace &
Director Director, North Delivery Director, Latin Director, Asia
and Fleet Project Director
America Director, Europe America Africa Russia
Director

coming

Ensure balance
Delivering Capability Globally Delivery at regional level and
between global
Activating Locally with our regional capability and through our country Workplace
teams and business partners local relevance SDM teams

Ben Newman Andrew Jarvis Tim Pallant Helena Rodrigue Aynur Colpan Seref Alptekin Suja Ampalavanar
(Travel) (Workplace) Transformation
HR BP Finance BP IT BP Comms BP Procurement BP Procurement BP Manager
REAL ESTATE SERVICES UNLOCKING VALUE
FROM OUR REAL ESTATE PORTFOLIO THROUGH
CONTINUOUS IMPROVEMENT
The Real Estate team now works with the business and procurement to provide the
following three services:

1.Transaction management and execution

2.Portfolio planning
3.Lease administration management service

Key stats: Delivered in 2012 Projected in 2013

2.6B Book Value of Property 87 Completed Projects 100+ Projects
1.2B Lease Commitments
RES - HOW TEAM & PROCESS HAS BEEN BUILT

Develop Org Structure and Build Team

Real estate data collection
Create Governance Playbook
Create Portfolio Planning Process
Align w/ Third Party Partners to Provide Services
Establish Ways of Working
Get Buy-in from Senior Leaders
DATA COLLECTION

Started in 2011
Completed in 2012
Still Cleaning Data
In 2013
REAL ESTATE PLAYBOOK
PORTFOLIO PLANNING
THIRD PARTY ALIGNMENT

NorAm, LatAm, SEAA, North Asia,

Europe NAMET & RUB

Cushman & Wakefield CBRE

Africa South Asia

Panel - TBD Evaluation for each

Transaction
REAL ESTATE MANDATE

Launched in late 2011

CHALLENGES
CHALLENGES

- Data
- Local buy in (in some geographies)
- Change Management
- Ways of Working
LOOKING FORWARD
 WORKPLACE SERVICES: OUR
JOURNEY
OUR AIM:

To provide greater value to our business and help our business WIN IN THE FOCUS ON
MARKETPLACE; to be RECOGNISED FOR THIS INTERNALLY AND ACHIEVING OUR
EXTERNALLY; and to have our people TAKE PRIDE in being part of our SERVICE QUALITY
organisation. METRICS
IMPROVING OUR
OPERATING LEVERAGE
GLOBAL
AGILE WORKPLACE FACILITIES BETTER GENDER
& PROJECTS MANAGMEN DIVERSITY
TRAVEL
T REAL REAL ESTATE OTI
MEETINGS
Delivering services at ESTATE
Creating a workplace & EVENTS
that maximises
the right cost, to the EMPLOYEE
right standard, with
flexibility and choice Delivering a Unlocking value from ENGAGEMENT
consistency
for our people best-in-class our real estate
service portfolio FULFILLING OUR
that provides the ULSP COMMITMENTS
right service at the right cost

VIRTUAL PHYSICAL
PROGRAMMES:

Workplace
Global Sustainability/ Global Integrated
Project
OUR KEY

Facilities
Global Travel Resource Agile Energy, Real Physical Workplace
Video Management/ Management
Transformation Booking Certification Auditing, Estate Access Management
Design Transformation
Monitoring Security Services
standards
SUSTAINABILITY IS AT THE HEART
OF THE UNILEVER SUSTAINABLE
LIVING PLAN (USLP)

The USLP outlines the business

commitment to operate sustainably
with a clear strategy to double the
size of the business whilst halving
the environmental impact.

BY 2020 WE WILL

HALVE THE BY 2015 WE WILL

REDUCE PAPER
100%
CONSUMPTION BY
ENERGY
(KWH) PURCHASED PER
OFFICE OCCUPANT
30%
PER HEAD
OF OUR OFFICE WASTE
WILL BE REUSED,
RECYCLED OR
RECOVERED BY 2017

Unilever Global Targets Workplace Specific Targets*

*Applies to our top 21 countries