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Adil Abdalla March 2011. RevenuesRevenuesLandlordLandlord PremisesPremisesLeasingLeasing EXECUTIONEXECUTION Contracts Regulator Handover Design Package.

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Presentation on theme: "Adil Abdalla March 2011. RevenuesRevenuesLandlordLandlord PremisesPremisesLeasingLeasing EXECUTIONEXECUTION Contracts Regulator Handover Design Package."— Presentation transcript:

1 Adil Abdalla March 2011

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3 RevenuesRevenuesLandlordLandlord PremisesPremisesLeasingLeasing EXECUTIONEXECUTION Contracts Regulator Handover Design Package Construction Package OPERATIONSOPERATIONS Property CRM FM Packages Regulator Renovation Contracts Facilities Management Project Management

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5 Construction Facilities Mgmt Major Refurbishment Due

6 Strategy & Branding Strategy & Branding Prequalification Benchmarking & Standardization Facilities Management StrategyFacilitiesManagementProcurement Modeling Operations Service Optimization Corporate Quality Manual Corporate Quality Manual FM Operations FM Operations Award & Mobilization Operations Quality Manual Operations Quality Manual Tendering FM Quality Manual FM Quality Manual

7 Quality Corporate Operations Administration Procurement Contracts Customer Care Audit & Improve Call Center Soft Resources Service Packages Enabling Facilities Clients Service Managers Teams Leaders Manuals/Templates Inventory Records Strategy Biz Development Communications

8 SoftServiceSoftServiceTechnicalServiceTechnicalServiceSafety & Security Safety Landscape Service Housekeeping Ops Reception Ops Façade Cleaning Specialized Cleaning Landscape Service Housekeeping Ops Reception Ops Façade Cleaning Specialized Cleaning Healthcare Mgt Safety Mgt Environmental Mgt Security Ops Pest Control Ops Healthcare Mgt Safety Mgt Environmental Mgt Security Ops Pest Control Ops BMS Ops Engineering Ops Plant Service ICT Mgt AV Mgt BMS Ops Engineering Ops Plant Service ICT Mgt AV Mgt PlannedPlannedPreventivePreventiveStaticStatic Spot Checking CorrectionsCorrectionsMobilityMobility OthersOthers Parking Mgt Space Making Ops Property Ops Commercial Mgt Events Mgt Parking Mgt Space Making Ops Property Ops Commercial Mgt Events Mgt StandardStandard Quick Fix CAX PAX

9 Developer Utilities Supervision Construction Team Lease Operations Tenancy Operations Tenant/Client < Developer Facility Manager Project Manager Construction Team Lease Operations Tenancy Operations Tenant/Client 2005 Developer Facility Manager Project Manager Construction Team Lease Operations Tenancy Operations Tenant/Client Developer Development Manager Facility Manager Project Manager Construction Team Lease Operations Tenancy Operations Tenant/Client 2010 <

10 Conventional & Basic FM Conventional & Basic FM Environmental & Advanced FM Environmental & Advanced FM Futuristic & Innovative FM Futuristic & Innovative FM Engineering Housekeeping Security Engineering Housekeeping Security Sustainability Intelligent Bldg Carbon Control Sustainability Intelligent Bldg Carbon Control Green Bldg Energy Control Business Support Green Bldg Energy Control Business Support Facilities Mgt Community Mgt Town Mgt Habitat Urban Metropolitan Business Driven Socially Driven Politically Driven 1990th2010th 21 st Century Immature MarketMature Market Time Operating Margin +15% +/- 0% Single Bundle Service ProvidersIFM Companies (GCC $ 900 Billions by 2030)

11 Property Management Renter- Oriented Renter- Oriented Owner- Oriented Owner- Oriented Service for Rental Market Service for Rental MarketTaxes Procurement Coordination Procurement Coordination Sales Promotion Sales Promotion Customer Care Customer CareAccounting Space Planning/Mgt Space Planning/Mgt Legal Service Legal Service Process Improvement Process ImprovementProcurement Invoicing Contract Management Contract ManagementInsurance Building Operations & Maintenance Utilities Technical Operations Technical Operations Oil/Gas HVAC Potable Water Potable Water Automated Service Automated Service Drainage & Sewage Drainage & Sewage Environmental management Environmental management Irrigation Water Irrigation Water Energy Economization Energy Economization Storm Drain Storm Drain Technical Consultancy Technical Consultancy Compliance & Auditing Compliance & Auditing Energy IT & Telecom IT & Telecom Maintenance Planned Maintenance Planned Maintenance Running Construction Running Construction Façade Maintenance Façade Maintenance Corrective Actions Corrective Actions Modernization Ancillary &Support Service Facilities Service Facilities Service Security Hospitality (F&B) Hospitality (F&B) Access Control Access Control Janitor Service Janitor Service Safety Service Safety Service Waste Handling Waste Handling Fire Protection Fire Protection Movers & Storage Movers & Storage Parking Operations Parking Operations Gardner & Landscape Gardner & Landscape Shredding Management Shredding Management Laundry Intelligence Cleaning Boundary Protection Boundary Protection Core Business Support Core Business Support Reception & Switchboard Reception & Switchboard Office Supplies Office Supplies Copy/Print Secretary Archive Admin Archive Admin Call Center Mail Delivery Handling Mail Delivery Handling Reporting Events Management Events Management Control Management Control Management Service Desk Service Desk

12 Call Centre IDLE ! No Complaints; Scope is fully delivered IDLE ! No Complaints; Scope is fully delivered Quality Centre Quality Centre CAX IDLE ! Regular Service are Comprehensive IDLE ! Regular Service are Comprehensive Proactive Actions Proactive Actions Audit IDLE ! No findings, Actions are fully delivered IDLE ! No findings, Actions are fully delivered Measurable Quality Measurable Quality Company Level Client Level

13 Service Provider Service Provider The Client The Client Expectations Info Flow Skepticism Scope Management Reporting System Quality Management Value for Money

14 Quality Across The Contract Quality Across The Contract Silent Operations..!! Minimal Variations..!! Amazing Reports..!! Everything is Alright Well Defined Terms of SLA Well Defined Terms of SLA No Worries on Financials State of the Art Communications State of the Art Communications Simple yet Conclusive

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16 Landscape & Gardens Landscape & Gardens Housekeeping Service Housekeeping Service Reception & Front Office Reception & Front Office Façade Cleaning Specialized Cleaning BMS Management BMS Management Engineering Management Plant Management ICT Management ICT Management AV Systems Service AV Systems Service Health Management Health Management Safety Management Environmental Management Environmental Management Security Management Pest Control Service Pest Control Service Soft Engineering HSSE Outsourced Essential Not Essential

17 FM Ops Manual (FM Operations) FM Ops Manual (FM Operations)Corporate Quality Manual Corporate FM Quality Manual (FM Baselines) FM Quality Manual (FM Baselines) Specifications Deliverables Measures Method Statement Method Statement Procurement Management Procurement Management & Supervision Management & Supervision The Brand KPIs, Efficiency & Technical Audit KPIs, Efficiency & Technical Audit Corporate Performance Corporate Performance Feasibility Strategy Obligations

18 Account Director (Office 1,000,000 ft2+) Account Director (Office 1,000,000 ft2+) Team Leader Others Team Leader Housekeeping Team Leader Housekeeping Receptionists Supervisor Engineering Supervisor Engineering Supervisor BMS Supervisor BMS Officer Client Relations Officer Client Relations Mgr Reception Mgr Reception Mgr Soft Service Mgr Soft Service Mgr Engineering Mgr HSSE Mgr Security Ops Mgr Security Ops Supervisor Car Parking Supervisor Car Parking Operative Car Parking Operative Car Parking Team Leader BMS Team Leader Engineering Team Leader Engineering Technician BMS Technician BMS Technician Engineering Technician Engineering Operatives Housekeeping Operatives Housekeeping Operatives CLN + LSC + FCD Operatives CLN + LSC + FCD Document Controller Team Leader Security Ops Team Leader Security Ops Guards Security Ops Guards Security Ops Mgr Fit-out Call Center

19 CorrectiveActionsCorrectiveActionsPreventiveActionsPreventiveActions Regular Attendances Regular Attendances Baselines (Quality Manual) Baselines SpecificationsSpecifications DeliverablesDeliverables MeasuresMeasures ApprovalApproval Close-out SLASLA Records & Planning Records & Planning Certify Conformity Certify Conformity OperationsManagementOperationsManagement Complaints Notes Complaints Notes ApprovalApproval Close-out Records & Planning Records & Planning Certify Conformity Certify Conformity Call Centre MST SOW KPI

20 Clients FM Provider Landlord CR Mgt Call Center Planning Operations Satisfaction KPIs CAX Quality Manual

21 Positive Reporting Complacence Incompetency Bureaucracy Ineffectiveness NegativeReporting Sustainable Success Role & Structure of Middle Management Role & Structure of Middle Management Communicated Corporate Vision Corporate Life Span

22 Booking the Service Complaining the Service Booking the Service Complaining the Service By Phone By Delivering the Service Post Service Care Biz SustainabilityBiz Strategy

23 Principle Corporate Quality Manual Integrated Operations Quality Manual Key Performance Indicators - KPI Manual Client Relations Management – CRM Manual Call Center/Help Desk Operation Manual Human Resources Management Framework Procurement & Resources Management Manual

24 The KPIs are operational tools that turn both service outputs and performance into quantifiable values and measurable statistics; which would constitute the contractual basis for compensations, rewards and penalties. No SLA is complete without an adequate set of KPIs on the subject performance and deliverables. The KPIs are operational tools that turn both service outputs and performance into quantifiable values and measurable statistics; which would constitute the contractual basis for compensations, rewards and penalties. No SLA is complete without an adequate set of KPIs on the subject performance and deliverables. ManagementManagement Direct Effort ConsumablesConsumables EquipmentsEquipments MilestonesMilestones MethodMethod PrecautionsPrecautions ReportingReporting PredefinedPredefinedAggregatesAggregates Acceptable Aggregate (X) is not less than (??%) of the Predefined Delivery

25 Standards & Benchmarking Resources Management Controls & Compliances Planning & Packages Business Development Contracts Management Finance & Credit Reporting Management Communications Management OperationsCorporateAdministration

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