Customer Cole Haan is a global lifestyle brand with a focus on men’s and women’s footwear and accessories. Founded in 1928, Cole Haan currently has headquarters in both New York City and Greenland, NH. The company operates more than 100 retail store locations as well as selling through retailers such as Nordstrom, Shoe Carnival, Zappos, Macy’s, Lord & Taylor, Neiman Marcus, Hudson’s Bay Company and other department stores and independent stores nationwide. Challenges The Cole Haan Retail FM department is a team of one. As such, its facilities manager requires that the service providers and the store employees use tools properly and follow the correct procedures at all times in order to ensure maximum levels of operational efficiency and to overcome challenges such as: 6 The

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