Transcript The Facilities Manager

Facilities Management Department
Proposal of Change
ETHRAA Group
Dubai September 2009
1
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ETHRAAA Group
The successful delivery of any project
depends on reliable business partners.
Ethraa solutions are structured to realize its
vision of being a global leader in high quality
development. Our tailored management
solutions cover.
• Management consultancy
• Real Estate
• Energy
• Free Zone & Economic Cities
• Infrastructure
• National Strategic Projects
ethraa strategy is to establish long-term
business partnership with governments,
financial institutes and selected private
investors.
Contents
FM Story
Case Realization
Change Plan
Proposal
4
Project Team
Adil M Abdalla
25 years of diverse assignments and contributions,
which pot many professional disciplines to create a
solid base for analysis, decision making, assessment
and delivery. Assemble and lead teams for adequate
processing and synergy to secure efficiency and
Clients’ satisfaction.
In Dubai; Contributed to Heritage Mgmt at DM,
TECOM initiatives & projects, and DIFC development.
In Malaysia, developing South Johor and CBD of
Penang. Strong Advocate for measurable Quality,
Knowledge implementations and CSR obligations.
Arti Venkat
BA LLB, MBA
Associate Corporate Management
K V Jagannath
MCA
Associate Information Technology
Jayashree V
BA Administration
Associate Quality Management
Mai Saloom
BA Administration
Administration Executive
Associate Consultant; Ethraa, Istesharah, UWI, GLG
Director & Board Member Medini-Malaysia,
Director Technical Group-UWI,
Director Projects & Assets Mgmt-DIFC
Sayed H Zaidi
BA Commerce, CFA, FPM
Associate HR Development
BA Arch. (MPhil/PhD Liverpool)
ICOMOS, ULI, PMI, ACCE, APMG, PRINCE2, 6σ,
MBIFM, IFMA
TBN
(Project Manager)
The Project Manager
5
Real Estate Value Chain
Consultancy
Management
Development
Management
Project
Management
Facilities
Management
Initiation
INI
Compliances
KYC
Marketing Sales
MKS
Asset Development
ATD
Asset Management
ATM
Initial Finance
Investment
Marketing Sales
Construction
Utility & Facility
Shareholding
Consortium
Agreements
Contracts
Obligations
Biz Appraisal
Stakeholding
Commitments
Tangibility
End-users
Conceptuality
Compliance
Convenience
Delivery
Reliability
6
Real Estate Cycle
Landlord
Regulator
Contracts
EXECUTION
Design Package
Construction Package
Handover
Project Management Service
Premises
Revenues
Renovation
OPERATIONS
CR Mgt
FM Packages
Contracts
Facilities Management Service
Regulator
Leasing
7
Principles of FM 2000
Competencies
Analysis &
Benchmarking
Focus on Commercial
Developments that
require new standards
of service to meet
International Codes
Method
Establish service
models that satisfy the
changed culture and
business demands
(IFM)
Integrated
Facilities
Management
International
Knowledge
Flexible Operations
allow effective PAX and
timely CAX, built by 6σ
models and developed
by CRM
Emphasis on scientific
approaches, in parallel
to best practices
modeling
+15%
Europe $ 22 Billions by 2011
+/- 0%
Single Service Providers
Immature Market
GCC $ 900 Billions by 2030
21st Century
Operating Margin
Increase of Service Portfolio
I-FM Companies
Mature Market
Time
8
FM Evolution
2000
Developer
Facility Manager
2010<
Project Manager
Developer
Construction Team
Development Manager
1990
<1980
Developer
Developer
Lease Operations
Project Manager
Project Manager
Tenancy Operations
Construction Team
Construction Team
Tenant/Client
Project Manager
Construction Team
Lease Operations
Facility Manager
Facility Manager
Lease Operations
Tenancy Operations
Tenancy Operations
Lease Operations
Tenancy Operations
Tenant/Client
Tenant/Client
Tenant/Client
Facility Manager
9
Rethinking FM 2007
Environmental Concerns
Global Worming
Green Initiatives
Viability of Maintenance
Sustainability
Global Resources Shortage
Increased Public Awareness
Wellbeing
Demand of Quality Service
?
Technology Incubation
Cost Reduction
New Business Modeling
10
Corporate Structure
Business
Opportunities
Requirements
Deliverables
Charter
Of
Company
Professionals
&
Resources
Corporate Framework
Standards
&
Governance
Collaboration
Mechanism
11
Corporate Sustainability
Initiative
Vision
The Board
Governance
Leadership
Management
System
Quality
Focus
Biz Development
CRM Policies
KM Policies
KPI System
Passion
Culture
HCR Policies
12
Conclusions
Vision, Positioning & Branding
Corporate & Business Sustainability
Team Development
Procurement Strategies
13
Contents
FM Story
Case Realization
Change Plan
Proposal
14
WASL
WASL Asset Management Group
Investment
Management
Project
Management
Property
Management
Facilities
Management
Hospitality
Management
Dubai Real Estate Corporation DREC
Department of
Real Estate
Dubai Development
Board
15
Realization-1
The Vision
Public Interests
Assets
Development
Assets
Management
Contributor
Public Welfare
Operating Structure
Typical Vertical
Departmental
Conventional
KPIs System
Outsourced
Contracts
In-House
Management
Note-1: Scrutiny to align Corporate perspective to concurrent business challenges
Note-2: Outsourcing Initiative is appreciated strategy for economic development
16
Realization-2
Quality Management
Rethinking
Quality
Quality
Manual
Assessment
Governance
Service
Excellence
CSR Policy
Rethinking
Recruitment
Emiratization
Focus
Professional
Training
Professionalism
Note-1: Insert quality in all activities as backbone of Worldly Facilities Management
Note-2: Redefining Capacities, Roles and Responsibilities of Ops and FM Managers
17
Realization-3
Form of Contract
Commercial
Based
Conventional Risk
Transfer
Scope
Definition
Deliverables
Based
Operations
In-House
involvement
Field Supervisors
Ops Managers
FM Managers
Note-1: Restructure of Procurement based on Value Engineering & Cost Effectiveness
Note-2: Evolution of operations supported by change planning and alignment
18
Operation Zones
1
2
4
5
3
1200 Villas
250 Bldg
22000 Units
GFA 30mln ft2
19
Challenges
Rethinking Vision & Mission
CRM Models
Customer Care or Relations
CSR Policies
Corporate Social Responsibility
KM Implementations
Strategy, Risk & Knowledge Management
Operations Structure and Deliverables
20
Contents
FM Story
Case Realization
Change Plan
Proposal
21
Creating a Brand
FM
Customer Needs
Business Targets
Customer Expectations
Business Constraints
Market Trends
Industry Standards
Business Opportunities
De-Facto Experience
Launch
Growth
Positioning
22
Road Mapping Success
Planning
Reporting
Controlling
Negative
Reporting
Communicated
Corporate Vision
Positive
Reporting
Incompetency
Role & Structure of
Middle Management
Complacency
Ineffectiveness
Sustainable
Success
Bureaucracy
Corporate Life Span
23
Defining Roles & Responsibilities
Biz Development
HR Mgmt
Finance Mgmt
Admin Mgmt
Corporate Mgmt
Quality Mgmt
Management
Client Mgmt
Operations Mgmt
Actions Inventory
Operations
Facilities Mgmt
24
Rethinking Corporate
Strategy & Biz Development
Knowledge & Quality Mgmt
Corporate Relations
Governance & CSR
Finance Mgmt
Client Relations
Marketing & Sales
Administration
Integration Mgmt
Outsourcing Mgmt
Technical Audit
Procurement Mgmt
Consultancy Mgmt
Project Mgmt
Development Mgmt
Facilities Mgmt
Management
Corporate Mgmt
Operations Mgmt
Operations
25
Example: Organizational Structure
The Board
Process Mapping
QA/QC
Document Control
The
Operations
The
Corporate
Biz Intelligence
Legal
Counselor
Quality Audit
Auditor
Client Relations
Risk Mgmt
The
Management
Call Center
Quality
Management
Knowledge Mgmt
Strategy & Biz
Development
Actions
Instructions
PAX
Planning
CAX
Deliverables
911
Technical Audit
Reporting
Meeting
26
Merit of Engagement
The Value
Qualitative
Quantitative
Tolerance Rates
Negative
Risk
Opportunities
Expectations
Info Flow
Skepticism
Scope
Implications
Cost/Schedule
Implications
Risk
Responses
Quality
Implications
Scope
Management
Reporting
System
Operations
Management
Quality
Management
27
Example: Critical Success Factors (CSFs)
Call Centre
IDLE !
No Complaints; Scope is fully delivered
Quality
Centre
Client Level
Audit
IDLE !
No Comments, Actions are fully done
Measurable
Quality
Company Level
CAX
IDLE !
Regular Service are Comprehensive
Proactive
Actions
28
FM System Procedures
Complaints
Notes
Records &
Planning
Records &
Planning
Specifications
Deliverables
Preventive
Actions
Measures
SLA
Call Centre
Baselines
(Quality Manual)
Regular
Inspections
Corrective
Actions
Certify
Conformity
Certify
Conformity
Approval
Approval
Close-out
Close-out
Operations
Management
29
FM Quality Manual
Quality Manual
(FM Baselines)
Strategy
Procurement Planning
& Management
Specifications
The Brand
Method
Statement
Obligations
Deliverables
Feasibility
Measures
KPIs, Efficiency
& Technical Audit
Management
& Supervision
Corporate
Performance
30
Example: Client Involvement
Landlord
The Client
Operations
Delegate
Quality Manual
Satisfaction
CAX
Call Center
Service
Provider
Quality Centre
Operations
KPI
Planning
31
Managing a Project
PM Framework
Planning
Scope
Contract
Payment
Specifications
Terms of References
Acceptance
Financial Offer
Cost
Management
Executer
Time
Management
Work or Effort
Quality
Management
Close out
Control
Verification
The Client
Execution
32
Contract Management
Form of Agreement
Descriptions of Contract, and Contracted Parties
Definitions
Descriptions of Included Nouns, Processes,
Actions and Deliverables
Body of Agreement
Standard Legal Clauses as per Law Referral
Schedules
Detailed Descriptions of Scope, Deliverables,
Timeline, Staff, Terms of Payment, and
Exclusions
33
Facilities Management Professional (FMP)
The Client
Acceptance
Terms of Payment
Close out
Verification
Award
Service Provider
Pay
Take over
Baselines
Scope/TOR
The Facilities Manager
Requirements
Proposal
Work or Effort
$$$
Legal Frame
Planning
Execution/Control
Close-out
Conditions
Of Contract
Product
Identification
Chain of
Acceptance
Lessons
Learned
34
Example: Field Structure
Account
Senior Mgr
Call Center
Mgr Client
Relations
Mgr
Reception
Mgr
Soft Service
Mgr
Engineering
Technician
Housekeeping
Receptionist
Supervisor
Engineering
Operatives
Housekeeping
Sr. Technician
Engineering
Technician
Spot Check
Operatives
Spot Check
Supervisor
BMS
Technician
Landscape
Supervisor
Car Parking
Mgr
Security Ops
Supervisor
Security Ops
Guards
Security Ops
Technician
Engineering
Sr. Technician
BMS
Operative
Car Parking
Technician
BMS
Mgr
HSSE
Admin
Mgr
Fit-out
35
Example: Document Control
Date
Followers
Receiver
Sender
Reference
Tracking No
Form
Parties
Quality Code
Subject
Planning
Performance
Progress
Purpose
Request
Instruction
Report
Template
Acceptance
Change
Information
Irregular
Actions
Change
Weekly
Monthly
Quality Code
Summary
Consignee
36
Call Center
SMS
Automated
Actions Tracking
(Two Ways)
E-Mail
Formal
Communications
(Two Ways)
Telephone
Receive;
Explain Process
(One Way + 911)
Account Managers
One-To-One
Communications
37
System Architecture
1
2
To Server
From Server
From Server
Client
Complaint
7
Confirm
Action is Taken
Provide ID to
Complaint
3
The Server
From Team Leader
6
To Server
4
5
Report
Action Taken
Instruct
Action to Take
38
Example: Quality Codes
The Corporate
The Operations
Mgmt
01
Quality
02
CRM
03
Actions
04
Soft
05
Eng
06
HSE
07
SM
07
Ancillary
09
Board
011
QM
021
Clients
031
Plan
041
RCP
051
EOP
061
PC
071
IOP
081
CPK
091
CEO
012
CC
022
Premises
032
PAX
042
HSK
052
PLT
062
STY
072
SPN
082
EVT
092
Legal
013
RCD
023
SLA
033
CAX
043
FDC
053
BMS
063
HLT
073
SDN
083
PTY
093
BDV
014
QAQC
024
CRM
034
911
044
LDS
054
ICT
064
SEC
074
FTW
084
COM
094
Ops
015
Audit
025
M&S
035
Instruct
045
THM
055
A&V
065
ECO
075
IMT
085
BZS
095
HR
016
Report
046
Fin
017
Meeting
047
Proc
018
T-Audit
048
Close
049
39
Key Performance Indicators (KPIs) System
Client
Satisfaction
Planning &
Budgeting
1
2
7
3
Time to Take the Action
KPI of
Account
Efficiency
Time to Take the Action
KPI of
Call Center
Efficiency
4
5
Time to Take the Action
KPI of
Team
Efficiency
5
6
Time to Take the Action
KPI of
Supervisor
Efficiency
Operations
Efficiency
Procurement
Planning
HR
Appraisals
Quality Controls
40
Example: Quality Measures
Applications
The
Facilities
Manager
15,000
Events
In 24 Months
The
Facilities
Contractor
200,000
Events
In 24 Months
Defects
ISO
Total
Daily
6σ
Schedule Control
Failure to Meet Milestones
-3 %
45
0.63
4.85
Budget Control
Failure to Meet Baseline
-3 %
45
0.63
4.85
Performance Control
Failure to Satisfy The Client
-3 %
45
0.63
4.85
Technical Control
Failure to Satisfy Peers
-3 %
10,080
14
3.10
Safety Control
Failure to meet the Code
-1 %
2,160
3
3.90
Performance Control
Failure to meet Quality Manual
-5 %
10,080
14
3.10
Sigma Level
Defects Per Million Actions
2
308,537
3
66,807
4
6,210,
5
233
6
3.4
41
Training Programs
Tier 1
Team/Beginners
Customized 10 Hours
Tier 2
FM & FMP-wishful
Customized 15 Hours
Tier 3
FMP Certification
Compulsory 35 Hours
Tier 4
FM and FMP
Customized 15 Hours
Tier 5
Senior Managers
Customized 10 Hours
42
Focal Areas
Best Practices & Governance
Quality Management
Knowledge Management
Risk Management
Change Management
43
Contents
FM Story
Case Realization
Change Plan
Proposal
44
Project Scope of Work
Organization Structure
Study of
Alignment,
Improvements,
Upgrading,
Development
and
Enhancement
Operations Management
Quality Management
Human Resources
Information Management
Roadmap
for
Business
Consolidations,
Sustainability,
Development
and
Leadership
Procurement Management
45
Project Targets
Organization Structure
Towards Industry Leadership
Operations Management
Professional Facilities Managers
Quality Management
Human Resources
KPIs for Customer Choice
Emiratization, CSR & Training
Information Management
Procurement Management
Automated Platform
Deliverables Based Model
46
Project Time Line
Human Resources
Procurement Management
Quality Management
Organizational Structure
Information Management
M2
M4
M6
M8
Sign Off Contract
Corporate Analysis
Process Mapping
Automated Info Sys
Change Planning
Integration Planning
FM Procure. Policy
Training Programs
Quality Policies
Cop Quality Manual
Ops Quality Manual
CRM Manual
HR Manual
Training Programs
Close out Report
47
Project Communications
Management
Project Director
Advisors
Project
Coordinator
Project Manager
Associates
Contractors
Project Administrator
Departments
Weekly Progress Report
Minutes of Workshop
Monthly Inventory
Project Files
Bi-Monthly Progress Meeting
Minutes of Meetings
Presentation To Management
Deliverable Report
48
Form of Deliverables
WASL FM Authorized Project Coordinator
Written Report
APP
A4 size in 5 Copies
Presentation
Print out
A4 size in 5 Copies
Workshop
Print out
A4 size in 5 Copies
Training Program
Print out
A4 size in 5 Copies
APP
APP
APP
49
Project Deliverables
M2
M4
M6
M8
Sign Off
Contract
Status
Report
Project‘s
Workshops
&
Analysis
Change
Plan
Strategy
Support
Quality
Policies
Process Mapping
Project‘s
Workshops
&
Analysis
Automated Info Sys
Integration
Plan
Cop Quality
Manual
Branding
Support
FM Procure.
Policy
Project‘s
Workshops
&
Analysis
Project‘s
Workshops
&
Analysis
CRM
Manual
FM Quality
Manual
Ops Quality
Manual
Procurement
Support
HR
Manual
Training Programs
Close out
Report
50
Commercial Proposal
M2
M4
M6
M8
Monthly
AED
Monthly
AED
Monthly
AED
Monthly
AED
Monthly
AED
Monthly
AED
Monthly
AED
Monthly
AED
60,000
60,000
60,000
60,000
60,000
60,000
60,000
60,000
AED
AED
AED
AED
90,000
90,000
90,000
90,000
Total AED 840,000
Delivery of Training Programs
(Approximately AED 5000 per participant)
Development of Automated Information System
(Varies as per Final Architecture)
Branding
(Varies as per Branding and PR Scope)
51
WASL Obligations
Appoint a Project Coordinator
3x Junior Staff for Incubation
Allow Access to Needful Information
Provide a Working Station
52
Next Steps
Acceptance of Proposal
(Intention of Engagement)
Alignment with Corporation
(Producing Final Proposal)
5 wd
10 wd
Sign off Service Agreement
5 wd
Delivery of Service
120 wd
Close out
15 wd
53
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