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Facilities Management Department Proposal of Change ETHRAA Group Dubai September 2009 1.

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Presentation on theme: "Facilities Management Department Proposal of Change ETHRAA Group Dubai September 2009 1."— Presentation transcript:

1 Facilities Management Department Proposal of Change ETHRAA Group Dubai September

2 Disclaimer 2 Disclaimer This presentation document contains information which is proprietary to the ETHRAA Group®, and is (and is intended to remain) confidential, being provided for the exclusive use of the intended addressee and may be legally privileged. If you have reason to believe you are not the intended addressee(s); disclosing, copying, disseminating or otherwise taking any action in connection with this document or the information in; it is prohibited and may be unlawful. If you have reason to believe you have accessed this document in error, please notify the ETHRAA Group®, comply with the foregoing warning and delete this document from your system. This document shall not constitute binding legal obligation with the company..

3 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.

4 Case Realization FM Story Change Plan ProposalProposal Contents 4

5 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. 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. BA Arch. (MPhil/PhD Liverpool) ICOMOS, ULI, PMI, ACCE, APMG, PRINCE2, 6σ, MBIFM, IFMA BA Arch. (MPhil/PhD Liverpool) ICOMOS, ULI, PMI, ACCE, APMG, PRINCE2, 6σ, MBIFM, IFMA Associate Consultant; Ethraa, Istesharah, UWI, GLG Director & Board Member Medini-Malaysia, Director Technical Group-UWI, Director Projects & Assets Mgmt-DIFC Associate Consultant; Ethraa, Istesharah, UWI, GLG Director & Board Member Medini-Malaysia, Director Technical Group-UWI, Director Projects & Assets Mgmt-DIFC Project Team 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. 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. 5 Jayashree V BA Administration Associate Quality Management Jayashree V BA Administration Associate Quality Management Mai Saloom BA Administration Administration Executive Mai Saloom BA Administration Administration Executive Sayed H Zaidi BA Commerce, CFA, FPM Associate HR Development Sayed H Zaidi BA Commerce, CFA, FPM Associate HR Development Arti Venkat BA LLB, MBA Associate Corporate Management Arti Venkat BA LLB, MBA Associate Corporate Management K V Jagannath MCA Associate Information Technology K V Jagannath MCA Associate Information Technology TBN (Project Manager) The Project Manager TBN (Project Manager) The Project Manager

6 Real Estate Value Chain 6 Consultancy Management Project Management Development Management Facilities Management Asset Management ATM ATM Initial Finance Shareholding Biz Appraisal Investment Consortium Stakeholding Marketing Sales Agreements Commitments Construction Contracts Tangibility Utility & Facility Obligations End-users Conceptuality Compliance Convenience Delivery Reliability Asset Development ATD ATD Marketing Sales MKS MKS CompliancesKYCCompliancesKYC InitiationINIInitiationINI

7 Real Estate Cycle 7 RevenuesRevenuesLandlordLandlord PremisesPremisesLeasingLeasing EXECUTIONEXECUTION Contracts Regulator Handover Design Package Construction Package OPERATIONSOPERATIONS CR Mgt FM Packages Regulator Renovation Contracts Facilities Management Service Project Management Service

8 Principles of FM st Century Immature MarketMature Market Time Operating Margin +15% +/- 0% Single Service ProvidersI-FM Companies Increase of Service Portfolio Europe $ 22 Billions by 2011 GCC $ 900 Billions by 2030

9 FM Evolution 9 DeveloperDeveloper Facility Manager Project Manager Construction Team Lease Operations Tenancy Operations Tenant/Client DeveloperDeveloper Facility Manager Project Manager Construction Team Lease Operations Tenancy Operations Tenant/Client DeveloperDeveloper Facility Manager Project Manager Construction Team Lease Operations Tenancy Operations Tenant/Client DeveloperDeveloper Development Manager Facility Manager Project Manager Construction Team Lease Operations Tenancy Operations Tenant/Client < <

10 Rethinking FM Viability of Maintenance SustainabilitySustainability Global Resources Shortage Environmental Concerns Global Worming Green Initiatives Technology Incubation Cost Reduction New Business Modeling Increased Public Awareness WellbeingWellbeing Demand of Quality Service ?

11 Corporate Structure 11 Corporate Framework Professionals & Resources Professionals & Resources Collaboration Mechanism Collaboration Mechanism Charter Of Company Charter Of Company Standards & Governance Standards & Governance DeliverablesDeliverables RequirementsRequirements Business Opportunities

12 Corporate Sustainability 12 Initiative VisionVision The Board Governance LeadershipLeadership Management Quality FocusFocus CRM Policies KPI System PassionPassion HCR Policies System Biz Development KM Policies Culture

13 Conclusions 13 Corporate & Business Sustainability Procurement Strategies Team Development Vision, Positioning & Branding

14 Case Realization FM Story Change Plan ProposalProposal Contents 14

15 WASL Asset Management Group Project Management Property Management Hospitality Management Hospitality Management Investment Management Investment Management Facilities Management WASL 15 Dubai Real Estate Corporation DREC Department of Real Estate Department of Real Estate Dubai Development Board

16 Contributor Public Welfare Contributor Public Welfare Assets Management Assets Management The Vision Operating Structure Note-1: Scrutiny to align Corporate perspective to concurrent business challenges Note-2: Outsourcing Initiative is appreciated strategy for economic development Realization-1 Assets Development Assets Development Public Interests In-House Management In-House Management Outsourced Contracts Outsourced Contracts Conventional KPIs System Conventional KPIs System Typical Vertical Departmental Typical Vertical Departmental 16

17 Service Excellence Service Excellence Assessment Governance Assessment Governance Quality Management CSR Policy 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 Realization-2 Quality Manual Quality Manual Rethinking Quality Rethinking Quality Professionalism Professional Training Emiratization Focus Emiratization Focus Rethinking Recruitment 17

18 Deliverables Based Deliverables Based Scope Definition Scope Definition Form of Contract OperationsOperations Note-1: Restructure of Procurement based on Value Engineering & Cost Effectiveness Note-2: Evolution of operations supported by change planning and alignment Realization-3 Conventional Risk Transfer Conventional Risk Transfer Commercial Based Commercial Based FM Managers Ops Managers Field Supervisors In-House involvement 18

19 Operation Zones Villas 250 Bldg Units GFA 30mln ft2

20 Challenges 20 CRM Models Customer Care or Relations CRM Models Customer Care or Relations KM Implementations Strategy, Risk & Knowledge Management KM Implementations Strategy, Risk & Knowledge Management Operations Structure and Deliverables CSR Policies Corporate Social Responsibility CSR Policies Corporate Social Responsibility Rethinking Vision & Mission

21 FM Story Change Plan ProposalProposal Contents 21 Case Realization

22 Creating a Brand 22 Business Targets Business Constraints Industry Standards De-Facto Experience Customer Needs Customer Expectations Market Trends Business Opportunities FM Launch Growth Positioning

23 Road Mapping Success 23 Corporate Life Span Planning Reporting Controlling

24 Defining Roles & Responsibilities 24 Corporate Mgmt Operations Management Operations Mgmt Facilities Mgmt Biz Development Finance Mgmt Admin Mgmt HR Mgmt Actions Inventory Client Mgmt Quality Mgmt

25 Rethinking Corporate 25 Corporate Mgmt OperationsOperations ManagementManagement Operations Mgmt Consultancy Mgmt Development Mgmt Technical Audit Integration Mgmt Marketing & Sales Finance Mgmt Corporate Relations Strategy & Biz Development Project Mgmt Facilities Mgmt Procurement Mgmt Outsourcing Mgmt Administration Client Relations Governance & CSR Knowledge & Quality Mgmt

26 Example: Organizational Structure 26 The Management The Management Legal Counselor Auditor The Board Quality Management Quality Management Strategy & Biz Development Actions The Corporate The Corporate The Operations The Operations Process Mapping QA/QC Document Control Quality Audit Call Center Planning Deliverables Technical Audit Meeting Instructions CAX 911 Reporting PAX Biz Intelligence Client Relations Risk Mgmt Knowledge Mgmt

27 Merit of Engagement 27 RiskResponsesRiskResponses OperationsManagementOperationsManagement NegativeRiskOpportunitiesNegativeRiskOpportunities QualitativeQualitative QuantitativeQuantitative Tolerance Rates ScopeImplicationsScopeImplications Cost/ScheduleImplicationsCost/ScheduleImplications QualityImplicationsQualityImplications ExpectationsExpectations Info Flow SkepticismSkepticism ScopeManagementScopeManagement ReportingSystemReportingSystem QualityManagementQualityManagement The Value

28 Example: Critical Success Factors (CSFs) 28

29 FM System Procedures 29

30 Quality Manual (FM Baselines) Quality Manual (FM Baselines) Specifications Deliverables Measures Method Statement Method Statement FM Quality Manual 30 Procurement Planning & Management Procurement Planning & Management Management & Supervision Management & Supervision The Brand KPIs, Efficiency & Technical Audit KPIs, Efficiency & Technical Audit Corporate Performance Corporate Performance Feasibility Strategy Obligations

31 Example: Client Involvement 31 Delegate Service Provider Service Provider Landlord The Client Landlord The Client Call Center Operations Satisfaction KPI CAX Quality Manual Planning Quality Centre

32 Managing a Project 32 PM Framework ControlControl ExecutionExecution The Client VerificationVerification PlanningPlanning Financial Offer Cost Management Cost Management Executer Close out Contract Scope Payment Terms of References Specifications Work or Effort Acceptance Time Management Time Management Quality Management Quality Management

33 Contract Management 33 Form of Agreement Descriptions of Contract, and Contracted Parties Definitions Body of Agreement Schedules Descriptions of Included Nouns, Processes, Actions and Deliverables Standard Legal Clauses as per Law Referral Detailed Descriptions of Scope, Deliverables, Timeline, Staff, Terms of Payment, and Exclusions

34 Facilities Management Professional (FMP) 34 Close-out Planning Legal Frame Execution/Control The Facilities Manager Work or Effort Requirements Pay Acceptance Scope/TOR Terms of Payment Proposal $$$ The Client Service Provider Verification Lessons Learned Lessons Learned Chain of Acceptance Chain of Acceptance Product Identification Product Identification Conditions Of Contract Conditions Of Contract Award Baselines Close out Take over

35 Example: Field Structure 35 Account Senior Mgr Account Senior Mgr Technician Spot Check Technician Spot Check Technician Housekeeping Technician Housekeeping Receptionist Supervisor Engineering Supervisor Engineering Supervisor BMS Supervisor BMS Mgr Client Relations Mgr Reception Mgr Soft Service Mgr Soft Service Mgr Engineering Mgr HSSE Mgr HSSE Mgr Security Ops Mgr Security Ops Supervisor Car Parking Supervisor Car Parking Operative Car Parking Operative Car Parking Sr. Technician BMS Sr. Technician BMS Sr. Technician Engineering Sr. Technician Engineering Technician BMS Technician BMS Technician Engineering Technician Engineering Operatives Housekeeping Operatives Housekeeping Operatives Spot Check Operatives Spot Check Admin Supervisor Security Ops Supervisor Security Ops Guards Security Ops Guards Security Ops Technician Landscape Technician Landscape Mgr Fit-out Mgr Fit-out Call Center

36 Example: Document Control 36

37 Call Center 37

38 System Architecture

39 Example: Quality Codes 39

40 Key Performance Indicators (KPIs) System 40

41 Example: Quality Measures % -5 % -5 % -5 % % % % % -3 % -3 % -3 % -3 % -3 % -3 % -3 % -3 % -3 % -3 % -3 % -3 % -3 % -3 % -3 % -3 % Schedule Control Budget Control Performance Control Failure to Satisfy The Client Failure to Meet Baseline Failure to Meet Milestones Technical Control Safety Control Performance Control Failure to meet Quality Manual Failure to meet the Code Failure to Satisfy Peers The Facilities Manager 15,000 Events In 24 Months The Facilities Manager 15,000 Events In 24 Months The Facilities Contractor 200,000 Events In 24 Months The Facilities Contractor 200,000 Events In 24 Months ,080 2,160 10, TotalDailyDefectsApplicationsISO6σ6σ Sigma LevelDefects Per Million Actions 2308, ,807 46,210,

42 Training Programs 42 Tier 1 Team/BeginnersTeam/Beginners Tier 2 FM & FMP-wishful Tier 3 FMP Certification Tier 4 FM and FMP Tier 5 Senior Managers Customized 10 Hours Compulsory 35 Hours Customized 15 Hours Customized 10 Hours

43 Focal Areas 43 Quality Management Risk Management Change Management Knowledge Management Best Practices & Governance

44 FM Story ProposalProposal Change Plan Contents 44 Case Realization

45 RoadmapforBusinessConsolidations,Sustainability,DevelopmentandLeadershipRoadmapforBusinessConsolidations,Sustainability,DevelopmentandLeadership Project Scope of Work 45 Information Management Quality Management Organization Structure Procurement Management Human Resources Operations Management Study of Alignment, Improvements,Upgrading,DevelopmentandEnhancement Improvements,Upgrading,DevelopmentandEnhancement

46 Project Targets 46 Towards Industry Leadership Professional Facilities Managers KPIs for Customer Choice Emiratization, CSR & Training Automated Platform Deliverables Based Model Information Management Quality Management Organization Structure Procurement Management Human Resources Operations Management

47 Project Time Line 47 M4M2M6M8 Sign Off Contract Process Mapping Automated Info Sys Change Planning Integration Planning FM Procure. Policy Quality Policies Cop Quality Manual Ops Quality Manual Training Programs HR Manual Close out Report Information Management Quality Management Organizational Structure Procurement Management Human Resources CRM Manual Training Programs Corporate Analysis

48 Project Communications 48 ProjectCoordinatorProjectCoordinator Project Manager Project Administrator Project Director AssociatesAssociates ContractorsContractors AdvisorsAdvisors ManagementManagement DepartmentsDepartments Weekly Progress Report Bi-Monthly Progress Meeting Minutes of Workshop Minutes of Meetings Monthly Inventory Presentation To Management Project Files Deliverable Report

49 Form of Deliverables 49 Written Report PresentationPresentation A4 size in 5 Copies Print out A4 size in 5 Copies Training Program Print out A4 size in 5 Copies APP WASL FM Authorized Project Coordinator WorkshopWorkshop Print out A4 size in 5 Copies APP

50 Project Deliverables 50 M4M2M6M8 Sign Off Contract Process Mapping Automated Info Sys Change Plan Change Plan Integration Plan FM Procure. Policy Quality Policies Cop Quality Manual Ops Quality Manual Procurement Support Procurement Support HR Manual HR Manual Close out Report CRM Manual CRM Manual Training Programs Status Report Project‘s Workshops & Analysis Project‘s Workshops & Analysis Project‘s Workshops & Analysis Project‘s Workshops & Analysis Project‘s Workshops & Analysis Project‘s Workshops & Analysis Project‘s Workshops & Analysis Project‘s Workshops & Analysis FM Quality Manual Branding Support Branding Support Strategy Support Strategy Support

51 Commercial Proposal 51 M4M2M6M8 Delivery of Training Programs (Approximately AED 5000 per participant) Delivery of Training Programs (Approximately AED 5000 per participant) Development of Automated Information System (Varies as per Final Architecture) Development of Automated Information System (Varies as per Final Architecture) Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 AED 90,000 AED 90,000 AED 90,000 AED 90,000 AED 90,000 AED 90,000 AED 90,000 AED 90,000 Total AED 840,000 Branding (Varies as per Branding and PR Scope) Branding (Varies as per Branding and PR Scope)

52 WASL Obligations 52 3x Junior Staff for Incubation Appoint a Project Coordinator Allow Access to Needful Information Provide a Working Station

53 Next Steps 53 Alignment with Corporation (Producing Final Proposal) Alignment with Corporation (Producing Final Proposal) Delivery of Service Close out Sign off Service Agreement Acceptance of Proposal (Intention of Engagement) Acceptance of Proposal (Intention of Engagement) 10 wd 120 wd 15 wd 5 wd

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