FACILITY MANAGEMENT IN THE INDIAN CONTEXT

Presentation by

Lt. Col. Ashutosh Beri (Retd.)

Workplace Management & Consultants Pvt Ltd
( A Subsidiary of Chesterton Meghraj)

4th December 2004

Contents
Sector Overview in India Future growth prospects Issues in Facility Management in Indian context Foreign systems in Indian Context do they work?? Case studies

Understand FM .
Facilities Managements Effectiveness is Measured Through
FM Is About Managing People and Places to Achieve Best Value for Money by Balancing Between User Needs and Business Needs to Achieve Optimum Organizational Effectiveness

helping Clients attract and retain good employees by providing an excellent working environment Value Organization For Needs Money
ENVIRONMENT WORKING

Infrastructure Micro-environ Facility Services

Occupant Perceptions

Productivity

Cost

Sector Overview in India

New Delhi & NCR ( 20%)

Mumbai (10%) Pune (10%) Bangalore (35%) Hyderabad (5%) Chennai (10%) Others (10%) Others include Chandigarh, BBSR, Indore, Jaipur, Vizag, TVM, Calcutta etc

Total FM Market : Rs.225 Crores

Future Growth Prospects

FY 2003-04 FY 2004-05

Others
34%

IT/ITE S
42%

FY 2004-2005

28% 44%

Corporat e Office

20%

4%

19%

9% Area: 158 Million Sq.ft

Area: 125 Million Sq.ft

Retail

FY 2005-2006
FY 2006-07 19% 48%
23% 46% FY 2005-06

17% 16% Area: 255 Million Sq.ft

FY 2006-2007

18% 13% Area: 201 Million Sq.ft

Foreign systems in Indian Context- do Contextthey work??- Issues work?? FM companies are brought in at a late stage of the project.Cost of fixing an error rises dramatically,with highest cost during the operations phase Large organization should focus on Strategic Asset Management-Property performance, planning tools,delivery methods etc Capacity to pay to service providers is limited. Only rich projects make use of technology /hi-tech equipments Environment,health and safety issues given less importance

Facility Management - Indian Context

Growing Market, limited trained manpower - hence prone to poaching No training institute with a focus to FM Acute manpower shortage foreseen in future Vendors as business partners Most facilities are over manned Performance based Management fee with a fair fixed fee Develop applicability of FM to all types of infrastructure like township,factory,hospitals, airports,STPI parks,Govt.establishments,etc

How we have innovated to cater to our Indian clients

Case studies: Integrated township Retail destinations

TOWNSHIP-FM COMPONENTS TOWNSHIP-

MUNCIPAL SERVICES ZONAL SEVICES

MUNICIPAL SEVICES
Landscaping/Turf Management Lake Maintenance Maintenance of Utilities Street lighting/signage Street repair Street cleaning Potholes Sidewalk repairs Traffic Management and Parking Mgt Refuse collections Sanitary enforcements Illegal dumping Dead animal pickups

ZONAL SERVICES

Grass Mowing Housekeeping Pest and Rodent Control Security Electrical and Mechanical Services

STRATEGIC MANAGEMENT STRUCTURE

Delivery Systems
Performance Plan Develop process improvement plan Restructuring delivery relationships

Maintenance Mgt
Preventive maintenance Condition monitoring Corrective maintenance

Service Quality Measures Call Center/Help Desk

Management Systems Health and Safety Staff Professional development Forward complaints/reports/orders to appropriate person Monitor performance Maintain database of all calls

SYSTEM OF MONITORING MUNICIPAL SERVICES

Activity Grass & weed Mowing Trash Collection Rodent Abatement Abandoned Vehicles Sanitation P Enforcement Parking Enforcement Street/ Sidewalk Repair Street Cleaning Landscaping Dead Animal Pick Up
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AGENCY

TOP PERFORMANCE

ZONE PERFORMANCE

OBSERVATION

`
P

Strategic Assets & Facilities Audit --Technical Evaluation of Building state and services

Facilities Management
Incorporating quality controls, vendor development, sub-contract management, housekeeping services and systems management

Strategic Asset & Facilities Au Modern Techniques

S.no 1. Servi ce Prope rty Ma nagem ent Item Co mputer Aid ed Facitlities Ma nagem ent Financial So ftware integrated with CAFM Building Autom ation Syst em 7 Levels of Hierarchy Functions Benefits Provides Centralised expertise for a ll matter Single Seat Interface Remarks Call Cent er can be established

2.

Financial Ma nagem ent

3.

Utilities Ma nagem ent

4.

Trash Collection & recycling Collection

Large Super cans (96 gallons)

Energy Ma nagem ent Efficiency of system, Cost Red uctio n, Better inform ation M anage ment, Cost Red uctio n, Better Co ntrol Actions Colle ction on a Systematic meth od Recycling pe riodic basis. All of Tra sh collection colle ctionnewspaper, trash is bagg ed corruga ted and p ut in a super cupboa rds, foo d & can. bevera ges, cans, Bags out side the glass b ottle, can a re allowed meta ls, p la stic etc. only for grass clipper & leaves. I ntero perability Viz HVAC, Lighting, Building Access, Security, Fire Fighting, W ork Ma nagem ent
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S.no 5.

Service

Item

Functions Cleaning Street for mud and litter

Benefits Regularise cleaning on a periodic basis Efficient and modern methods of cleaning A centralised security system

Remarks

Street Cleaning Mechanical Street Cleaning

6.

Open Area Cleaning

7.

Security

8.

Turf Management

Pressure Cleaner, Floor Scrubbers, Driers Electronic & access control system, Digital video Technology Mowing Equipment; Blade Type, Reel Type, Flail & Rotary type

Sweeping & cleaning of large open areas

Commonly used for mowing large open areas

High Productivity & Quality performance.

Sprayers

Chemical Sprayers and Spreader

Environmental Concern, Advanced Technology, Computerised Sprayers. Large coverage area.

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Seeders

FOR A SUCCESSFUL MALL

A Carefully Conceived Design AND A Good Management Team, managing the functioning of the Mall.
Modern, Convenient, Technologically Well-Equipped, Well -Maintained / Managed and Promoted Todays Malls..

Efficient Management requires:

Integration of the Owner and The Mall Management Team

Shopping Malls
City Centre, Kolkata 400,000 Sq.ft March 2004 onwards

MetropolisMetropolis-Hiland Park, Kolkata 175,000 Sq.ft October 2004 onwards

Sigma Mall, Bangalore 150,000 Sq.ft Oct 2004 onwards

Forum Mall, Kolkata 200,000 Sq.ft April 2003 onwards

Shopping Malls
High Street Phoenix Mall, Mumbai 450,000 Sq.ft Nov 2002 onwards

R Mall, Mumbai 250,000 Sq.ft March 2004 onwards

The Zone, Nasik 100,000 Sq.ft May 2004 onwards

Forum Mall, Bhubaneshwar 190,000 Sq.ft March 2004 onwards

Shopping Malls
Sahara Mall, Gurgaon 237,000 Sq.ft June 2003 onwards

Galaxy Mall, Gurgaon 160,000 Sq.ft June 2004 onwards

Mall management : planning and strategy

PROPER PLANNING INCLUDES: VISITORS MANAGEMENT OCCUPANTS MANAGEMENT SOUND INFRASTRUCTURE CREATION OF AN AMBIENCE

MALL MANAGEMENT : PLANNING AND STRATEGY

INFRASTRUCUTRE REQUIRED:
Uninterrupted Power Supply with 100% power backup HVAC with adequate redundancy Fire Fighting & Detection System Dedicated Security System ETP Plant Proper Sewage System Water Softening & Purification System P. A. System with Channeled Music Emergency Lighting in all areas Toilets - separate for customers & staff Building & Floor Directories Signages directing customers towards elevators, toilets, fire exits, etc.

Mall Management : Planning and Strategy

OCCUPANT MANAGEMENT:
Help desk Periodic feedback Coordinate construction of shops Billing Collections Attending to grievances & complaints Ensure observance of rules & regulations of the mall

Scope of Services
Utilities Management
Fire Detection and fire fighting system HVAC Lifts & Elevator Water and Fire Pumps Closed Circuit Television System Access Control System Vertical Elevation Systems Water & Fire Fighting Pumps Backup Power Supply

Service Management
Security Electrical & Mechanical DG & HVAC Operations House Keeping Sanitary & Plumbing Pest Control Landscaping Office Support Staff Water Effluent Treatment Plant Maintenance Parking Area Management

Management Functions
Quality Control Health and Fire Safety Preventive Management Energy Management Help Desk Vendor Management & Procurements Tender Processing Inventory Control Budgeting

Minor Repairs
Equipments Civil works Carpentry Masonry work Furniture Painting Trouble shooting Project Work

MALL MANAGEMENT: Typical Organization Structure

Deployment
Mall Manager MIS Exec Storekeeper Property Manager Shift Engineer CCTV Op DG Op Customer Care Exec Electrician Fire Officer Fire Tech Helper
Workplace Management & Consultants (NCR) Pvt. Ltd

Accountant

H/K Exec Plumber Lift Op

Security H/K Sup

AC Tech

Carpenter

Security Guard

MALL MANAGEMENT : TYPICAL MALL OPERATION SCHEDULE

Description of Mall Timings OPERATION SCHEDULE Timings Duration 9 AM - 9 PM 12 Hrs. Major cleaning carried out before opening of Mall for customers, in presence of security staff. Remarks

Cleaning Time Diesel Delivery

6 AM - 9 AM 7 AM - 9 AM

3 Hrs. 2 Hrs.

Escalator / Lift Repairs

11 PM - 7 AM

8 Hrs.

Escalators generally require 5-6 hrs time for maintenance work, in the presence of security staff. To be carried out in the presence of security staff.

Garbage Disposal

7 AM - 8 AM

1 Hr.

Emergency Lighting

Required by Inverters and/or emergency lights in all common areas and shops. Typical minor electrical faults in shops require 10mins to 40mins to repair. Recommendation - Have ample number of electricians at all times. Normal maintenance of AHU's etc. installed in shops and common areas. Cleaning of filters etc. of AHU's, in the presence of security staff for common areas and in the presence of shop owners for the shop. All plumbing work to be done at night in the presence of the security staff.

Electrical Breakdown

24 Hrs.

24 Hrs.

Air Conditioning Maintenance Works

7AM - 10 AM

2-3 Hrs.

Plumbing Work

11 PM - 7 AM

8 Hrs.

Future trends
The building industry is recognizing the benefits of an integrated Facility Management Services and the trends are:
the increased availability of industry specific software packages that can provide for a wide range of FM requirements; data on assets such as buildings and equipment is being viewed as corporate information that is best managed by the FM department increasing interest in web based access to the FM services for improved access to information by the FM staff and others in the organization; more emphasis on business process re-engineering and staff training in order to maximize the use and benefits of the system; future interfaces with building automation systems in order to achieve further operating efficiencies.

Thank You
We can be contacted at:

Workplace Management & Consultants Pvt Ltd

Registered Office:
7th Floor, Unitech House, L Block, South City-I Gurgaon, Haryana-122001 Phone: 0124-5083336/7/8 Fax: 0124-5083390 Email : [email protected]