Specialist Relocation

Procurement is more than just buying goods and services. When used correctly, it can be a tool that challenges current services and determines new models for service delivery. It is essential in improving services since third parties play an increasing role in service delivery.

At SIRVA University, Jon Gilbertson, GMS and Lauren Richards, CRP, GMS of Dell lent their expertise in procurement to educate the audience on the basics and best practices. According to Gilbertson and Richards, there are three steps for successful procurement – Plan, source/purchase and deliver.

Plan for Success

It is important to establish clear expectations, involve the correct people and ensure access to the right skills. The key function of the business must be aligned and in agreement with service expectations to reach the desired quality, while staying within your cost objectives. According to Gilbertson and Richards, building an RFP is also essential in the planning process. They put emphasis on two areas – creating a specific list of services and expectations and scoring a matrix with services and expectations based on your goals and objectives.

Source and Purchase

In the second step, sourcing and purchasing, Gilbertson and Richards put emphasis on moving to the external marketing by doing an RFI, a quick survey of providers to provide initial insight. This will give you an understanding of the market and will better able you to align expectations with qualified and proven market providers. After gaining initial insight, don’t rush into an RFP. Take time to update and reassess your requirements to all potential providers. In an initial RFP, potential providers should identify ways in which they will meet your expectations and needs. It is important when evaluating an RFP that you review the information in detail, evaluate the quotes against pre-determined criteria and narrow the list down to 2-3 that score the highest on your selection matrix. To purchase, select the supplier with lowest total cost and that will meet your expectations the highest. This can be done by reviewing the process from beginning to end using either a Business Process Review or a Conference Room Pilot.

Delivery and beyond

In the third step, delivery, it is imperative that we maintain involvement and improvement from the provider. The process doesn’t stop when the good or service is provided. It should continue to evolve and improve as time and technology increases. A scorecard should be kept based on these key areas – performance, quality, financial and improvements. Keep track of your expectations and any business needs that change.

Want to learn more about procurement? Check out our other procurement sessions at www.sirvauniversity.com.

In case you haven’t noticed there have been some significant exchange rate movements in the past few months due to the global financial crisis that is churning. International HR professionals are well aware of this and so are expatriates whose compensation packages appear to be impacted by such movements.

For example, the U.S. dollar has declined significantly since late 2006; it then rebounded abruptly in the Fall of 2008. Five currencies have experienced noticeable changes in the last two months, the Australian Dollar (AUD), the Brazilian Real (BRL), the Canadian Dollar (CAD), the British Pound (GBP) and the South-Korean Won (KRW).

So what should companies do about this? First, they should use specialist third party organizations such as ORC and Air Inc. to provide advice on cost-of-living data and other related information to help provide accurate solutions. These companies use complex formulas to track cost-of-living and related exchange rates to minimize the negative financial impact that currency fluctuations can have on expatriates living under one currency but being remunerated in another currency. 

Such currency volatility is not unprecedented, and urgent action is not normally required as long as allowances and payments are reviewed frequently; for example moving to a quarterly review may be worth considering. Only where inflation is running out of control should exchange rates be considered more frequently (e.g. Zimbabwe), but in these extreme cases, a local currency should be avoided if possible.

Below are some solutions that should be considered:

• Quarterly reviews of allowances and payments made in an affected currency
• Consider a split pay approach that would deliver a combined goods and services amount normally spent at home, plus a goods and services differential in the host currency
• Communicate with expatriates, to show how their purchasing power is being protected

For assistance in reviewing your company’s global mobility policies and process related to expatriate compensation, please contact SIRVA.

Selling homes in the current real estate market, with so many sellers chasing so few qualified buyers, has been hard on corporate relocation transferees and their employers. Last year SIRVA reevaluated the way it markets and sells homes in an attempt to lower real estate carrying and operating costs and reduce the financial risks of home ownership to clients. The results were impressive.  

After nine months, SIRVA reduced its number of homes in inventory by 86 percent--from 843 to 118 homes. SIRVA has also reduced its client's AVO home inventory by 60 percent year-to-date. SIRVA now has its lowest inventory level in almost five years. Jon Gilbertson, vice president of risk and quality for SIRVA, attributes the success to a new approach that emphasizes local market expertise and home marketing.

As part of SIRVA's new approach, the company reorganized its risk management team to focus on key components of the risk management process and break down each property individually to ensure it is marketed correctly. The group also enhanced its property performance tracking and improved the appraisal review process to ensure homes were priced accurately, thus minimizing loss-on-sale.

For more information about SIRVA's risk management program, please contact Jon Gilbertson at 763.525.3710.

If you have a group move to manage and are seeking assistance, SIRVA Relocation is able to provide the following services:

Defining Objectives
SIRVA works closely with your Company’s management team to define the overall objectives of the move and ensure their implementation during the move process. As a part of our consultation, we will discuss the Company’s business and human resources goals and objectives, policy issues, the group move timeline, and factors to consider in the cost analysis and process development.

Relocation Cost Analysis
We provide expertise in analyzing the total cost of a group move by detailing the cost impact of policy decisions and local market conditions on both the Company and the employee.

Policy Design
SIRVA can incorporate your business objectives into an appropriate group move policy. A key component of policy design is the solicitation, review and analysis of your employees’ input via the employee survey that we will design to meet the needs of your employee population and the constraints your management has placed on the process. This information, along with policy and benefit guidelines, will result in a Group Move Policy Handbook detailing the corporate relocation program for your employees.

Employee Presentations
We have the depth of experience to assist the Company in securing the employee’s enthusiastic commitment to the move through a carefully planned and professionally presented program for the entire family. This program includes a complete overview of the new destination city and state, plus the ability for employees to ask questions and address concerns about the move. In short, we bring the experts in each resource area to the transferee.

Relocation Resource Center
SIRVA can prepare an on-site, on-going “Relocation Resource Center” for employees and their families, which provides information about the destination city’s schools, housing options, medical facilities, etc.

Information Kit
Each employee will receive a complete package of information about the destination city including, if appropriate, a video about the city. Employees will be assigned a personal relocation counselor who is available to answer questions, research any specific needs they or their family members may have, and arrange for individual home finding trips to the new city (if included in the plan).

Area Tours
SIRVA can organize area tours guaranteed to satisfy your employees’ questions about their new city.

Other services include:
• Home Marketing Assistance
• Home Purchase Assistance
• Home Finding Assistance
• Temporary Housing Assistance
• Spouse Job-Finding Assistance
• Employee Expense Tracking Administration and Tax Calculation Capabilities
• Mortgage Assistance
• Vendor Selection and Management
• Training Material and Programs

Here are a few things to remember when instituting a cross-cultural awareness program into your corporate relocation program. For a full account of information regarding this service visit our resource library.

Don't forget the family
Just as spouses should be involved in the assignment selection process, they should be involved in training for global assignments. Some experts estimate that nearly 80 percent of all failed global (international) assignments can be linked to the spouse's inability to adjust to the new environment. Each member of the family faces special issues in the expatriate environment that should be addressed.

Other cultural resources
Organizations should consider utilizing their returning expatriates for help with cultural awareness initiatives. Employees who have already completed similar assignments can act as subject matter experts (SMEs) to help new expatriates learn business customs and how to navigate foreign business circles. SMEs can also prove invaluable in helping new expatriates learn the hierarchy in companies with which they will be dealing. It's important to note, however, that companies should not rely solely on employees to provide guidance to new expatriates. Relying exclusively on veteran expatriates can be problematic if the guidance reinforces cultural stereotypes or results in the new expatriate adopting the predecessor's bad habits. While other international assignees have a role to play in helping newcomers adjust, they should not replace professional consultants/trainers.

Alternative views
Although cross-cultural awareness is important, some might argue that its importance is just a hyped up myth. In actuality, on average only 30 percent of American managers sent on international assignment lasting from one to five years receive any cross-cultural training. It can be argued that managing is simply "managing," so where it is done is irrelevant. Another point of view is that any type of short-term cultural training would be ineffective because people can't learn to work and live in a foreign culture after only a few days (or even a few weeks) of training. Others argue that an understanding of a country's culture is something people assimilate over many years based on personal experiences in that specific culture. Others will say that corporate culture takes precedence over country culture. For example, a local employee working for a "bullish" American firm in Thailand might show traits of aggressiveness and conflict, which are not traits normally associated with the Thai culture. These traits, however, may be common in the corporate company culture of the employee's organization, causing the Thai employee to act outside his or her normal cultural dimensions.

Nevertheless, in order to be successful, an expatriate must be comfortable with his or her staff, colleagues, clients and business atmosphere--regardless of location. Cultural specialists also agree that to be successful in dealing with people from other cultures, expatriates need knowledge about the cultural differences (and the similarities) among work locations. The global employee of today's business world can only benefit from gaining cultural awareness, either through direct training or personal experience, which would lead to greater professional effectiveness and company performance. Read more

If you would like more information about cross-cultural education and how it can be added to your international relocation package/program, please contact our corporate relocation consulting team.

Improving Accent Through Training
A foreign national’s accent may impede their communication ability, even though they are fluent in English. Research indicates accents are caused mostly through differences in rhythm and stress, as well as difficulty in making certain sounds linguistically. A common example is putting an emphasis on the wrong syllable.

Accent is almost impossible to improve without training. Speakers seldom can hear what they are mispronouncing and even if a listener points it out to them, they are unlikely to know how to correct it.

For example, certain regions mix up L and R sounds because they cannot hear the difference, they may not notice a mispronunciation, but others may not be able to understand what they trying to communicate.

Accent reduction training is provided by universities and private training companies where individuals are trained how to identify incorrect pronunciations and how to exercise their mouth and tongue to correct the problem. Other teaching methods include mimicry, which helps students correct pronunciation, rhythm and stress by watching videos of native language speakers, then mimicking what they hear and see, including body language. 

Typically, most training programs incorporate individualized programs developed as a result of a comprehensive speech analysis. These programs mostly last between ten and 20 sessions. For some, improvement can be seen immediately, but it can also take between three and six months for others.

Most programs can be provided one-on-one or in a classroom setting. Classroom programs generally take longer and are less expensive than one-on-one tutoring but one-on-one tutoring is more effective and quicker.

Linguistics Plays a Part
Accent and grammar are usually established by ages six and twelve respectively. In order to help someone change their accent, an instructor needs to be a linguistics specialist and have the knowledge of a speech therapist.

A language school may claim to provide this training, but beware, a language instructor will not have the skills and training of a linguistics professional.

Accents are influenced by the tongue, lip position, vocal cords and air movement through the mouth or nose; instructors must be able to show students how to manipulate these in order to limit mispronunciations as a result of their accent.

Many companies offer language training to international corporate relocation transferees, though few offer accent modification training which is often required more than traditional language training.

Companies often dismiss accent modification as being too expensive, or because they feel there is little that can be done to correct the problems caused by accents. In fact, there is much that can be done to correct accent-related problems, and as companies research the various options available they will find that it is surprisingly cost effective and beneficial.

Let me know if you require a referral to an accent modification specialist.

According to the latest forecast by the National Association of Realtors® (NAR), over the next few months, existing home sales in the United States are expected to hold fairly steady, then rise later in the year and continue to improve in 2009. NAR reports existing home sales for 2007 totaled 5.65 million, but projects home sales to edge up to 5.70 million this year and reach 5.91 million in 2009, which is still well below the 6.48 million units sold in 2006.

New construction home sales will continue to decline. According to the Association, new-home sales were reported at 770,000 for 2007, and are projected to decline to 669,000 this year before rising to 730,000 in 2009, but well below the 1.05 million in 2006.

In an early January speech, Daniel H. Mudd, chief executive of the mortgage finance company Fannie Mae, said home prices would "perhaps begin to gain modestly" in 2010. However, The National Association of Realtors (NAR) has a more positive prognostication that by the end of 2008 or early in 2009 most markets will start seeing appreciation once again.      

SIRVA does suggest companies put the appropriate controls in place to reduce risk and manage program performance at both the departure and destination locations. The following 12 best practices will help companies provide the policy framework so that transferees price and market their homes so they have a greater probability of selling their homes to an outside buyer and not have them go into inventory.

• Use qualified agents:  Use a network of qualified brokers, such as those found in SIRVA's Preferred Broker Network, to ensure transferees receive the right expertise and the best value when selling their home in the current real estate market. Using a qualified and "relocation experienced" broker is critical because if a home is listed at an incorrect price or without adequate marketing support, it is unlikely to find a timely buyer at the optimal sales price.

• Require two broker price options/broker market analyses: Multiple broker price options will help establish the most accurate selling price, which is key to quickly selling a home. Because market activity steadily falls after the first few weeks a home is on the market, pricing realistically from the beginning will attract more potential buyers.

• Delay appraisals: Delay appraisals to provide the opportunity to market a home before incurring appraisal costs. This provides more data for appraisers to use in value determination, sets more realistic value expectations, and lowers home sale cost and risk.

• Support mandatory marketing periods: Require transferees to list their homes and market them effectively for a mandatory period of time (at least 60 days) in order to increase, not only the number of amended-value sales, but also the opportunities to generate outside sales with no appraisals needed.

• Establish list-price caps:  Establish list-price caps to prevent over-listing during the property's initial exposure to the market, which is one of the most common reasons a home sits on the market. Make sure that your company's policy language specifically states that a home may not be listed at more than 105% of the average of the two most-probable sales prices from the broker market analyses. More and more companies are now going to 104% or even 103%. The list price should also be adjusted based on changes in market conditions and/or receipt of the appraised value offer.

• Modify a BVO/BVX to AVO/AVX:  In down real estate markets, some homes simply will not sell-even when transferees do everything right. Offer a guaranteed buyout after 90, 120 or 150 days to ensure the home will not be on the market past a certain time frame. This will eliminate delays in a transferee's relocation schedule, diminish transferee frustration from not selling his or her home or even prevent a cancelled relocation.

The other six best practices will be posted later today, so stay tuned. 

This March SIRVA University, SIRVA Relocation’s annual conference exploring corporate relocation industry trends and professional development, played host to 150 of the nation’s top relocation industry executives. The event, which was held at the Westin Kierland Resort in Scottsdale, Ariz., provided an exclusive forum for industry insiders to discuss vital, ongoing and emerging industry issues with experts
and colleagues.

Attendees included representatives from human resources, domestic and global relocation, procurement and supply chain departments from more than 75
different companies.

”Our industry is facing a lot of challenges, and SIRVA University provides an opportunity for human resource and relocation professionals/specialists to gather and discuss best practices and practical solutions,” noted Mike McMahon, president, SIRVA Relocation.

This year, conference roundtables and educational sessions covered topics ranging from tips for promoting relocation programs within an organization, home loss-on-sale assistance to relocation trends in China. Additional sessions addressed relocation fundamentals, such as policy trends and best practices, and provided a comprehensive history of the industry—on both a domestic and global scale.

“The educational roundtables in particular were an opportune time for attendees to interact directly with SIRVA executives and fellow relocation professionals,”
said McMahon. “And the keynote speakers were incredibly well received by all.”

SIRVA University Presentations Available Online

Those who were unable to attend this year’s event can download SIRVA University presentations and event images at www.sirvauniversity.com/agenda.asp. Individuals can also download audio recordings of the various sessions to hear them as they were presented, including question-and-answer sessions. Individuals seeking more information on SIRVA University 2008 can e-mail sirvau@sirva.com. If you'd like more information about SIRVA or corporate relocation consulting visit: www.sirva.com.

The Panel:

Paul Klemme
President
SIRVA Mortgage

Peggy Love
President & CEO
Full Circle International Relocations, Inc.

Kelly Reiss, CRP
Senior Vice President / General Manager,
Eastern Region / Global Supply Chain
SIRVA Relocation

Connie Swenson
Senior Vice President, Relocation and Referral Services
Coldwell Banker Residential Brokerage / Arizona

Joseph K. Taylor, SCRP
Executive Vice President
Valuation Services, LLC

Kelly Reiss moderated today’s panel of mortgage, destination services, household goods shipment, and real estate supplier representatives.  The session gave clients the opportunity to speak directly with SIRVA’s suppliers, gain a better understanding of how the relocation supply chain operates, and hear a discussion of today’s real estate market from the supplier perspective.

The discussion began with new trends in the relocation industry.  Multiple suppliers cited declining markets as a significant trend emerging this year.  As Paul Klemme noted, the fourth quarter of 2007 ended with 108 U.S. markets identified as declining markets by Freddie Mac.  During the first quarter of 2008, this number has already risen to 205, and experts predict at least 100 more declining markets in the second quarter.  Additionally, the number of foreclosures on U.S. homes has risen dramatically in recent months.  The panel explained how lenders have reacted to the poor markets by decreasing the amount of overall lending and requiring higher down payments from home buyers.  As a result, the number of potential homebuyers has decreased, and relocating employees are having difficulty selling their homes.

While the real estate market lies outside of the suppliers’ control, the panel also discussed issues directly affected by suppliers, such as how they manage the quality of their services.  Several panel members emphasized the important role that employees play in ensuring consistently high quality.  For example, Connie Swenson explained that real estate agents use tactics such as designating certain specialists for SIRVA transferees.  If at any point the specialists lack the appropriate time to dedicate to SIRVA’s clients and transferees, realtors realize the importance of quickly hiring additional employees so quality does not suffer.  Adding to the idea that the quality of a supplier comes from its employees, Paul suggested that a company’s commitment to on-going training and pushing to make people better at what they do forms an essential element of a successful supplier.

Further discussions touched on other interesting topics such as overcoming a seller’s denial that they live in a declining market and the importance of securing a loan quickly in today’s economy.  In conclusion, Kelly requested that each supplier share one last piece of information with attendees; panelists final comments centered on the idea that clients, transferees, SIRVA, and every member of the supply chain must work together for a successful relocation.