fm challenges; a client perspective
DESCRIPTION
FM CHALLENGES; A Client Perspective. Creating a Model for Cross-Boarder Scope. Adil Abdalla, MBIFM, IFMA, PMI, ULI, APMG. Dubai – November 2007. Business Framework. Managing Expectations. Lessons Learned. Dubai FM 2007. Derivatives. Value. Inward Investment Skills Shortage - PowerPoint PPT PresentationTRANSCRIPT
FM CHALLENGES; A Client Perspective FM CHALLENGES; A Client Perspective
Creating a Model for Cross-Boarder ScopeCreating a Model for Cross-Boarder Scope
Dubai – November 2007
Adil Abdalla, MBIFM, IFMA, PMI, ULI, APMGAdil Abdalla, MBIFM, IFMA, PMI, ULI, APMG
1
Business Framework
Managing Expectations
Lessons Learned
2
Dubai FM 2007
Inward InvestmentSkills Shortage
Massive Real Estate DevelopmentLegislation Support
Maturity of investment CycleAwareness of Corporate Liabilities
Sustainability of Service
Inward InvestmentSkills Shortage
Massive Real Estate DevelopmentLegislation Support
Maturity of investment CycleAwareness of Corporate Liabilities
Sustainability of Service
Annually new 50,000 Residential Units5 billions ft2 new spaces 2007/2009
Currently Customers seeking QualityCurrent demand Sq ft 600,000,000
Current main Player Sq ft 200,000,000Current minor Players Sq ft 10,000,000
Annually new 50,000 Residential Units5 billions ft2 new spaces 2007/2009
Currently Customers seeking QualityCurrent demand Sq ft 600,000,000
Current main Player Sq ft 200,000,000Current minor Players Sq ft 10,000,000
AED 2.5 billions FM Market 2005Currently; NO I-FM Service Providers
Global Average Rate ft2/AED 17
Rates for Residential AED/Sq ft 9-12Rates for Office AED/Sq ft 12-22Rates for Retail AED/Sq ft 22-35
AED 2.5 billions FM Market 2005Currently; NO I-FM Service Providers
Global Average Rate ft2/AED 17
Rates for Residential AED/Sq ft 9-12Rates for Office AED/Sq ft 12-22Rates for Retail AED/Sq ft 22-35
FM Expo is a MENA annual venueGrowing FMBG
Eight Main PlayersMany small playersGrowing Int’l Joint-Venturing
No I-FM /TFM till end of 2007
FM Expo is a MENA annual venueGrowing FMBG
Eight Main PlayersMany small playersGrowing Int’l Joint-Venturing
No I-FM /TFM till end of 2007
DerivativesDerivatives ValueValue
DemandDemand ProgressProgress3
I-FM Portfolio
Property ManagementProperty Management
Renter-Oriented
Renter-Oriented
Owner-Oriented
Owner-Oriented
Service forRental Market
Service forRental Market Taxes
Taxes
ProcurementCoordination
ProcurementCoordination Sales
Promotion
SalesPromotion
CustomerCare
CustomerCare Accounting
Accounting
SpacePlanning/Mgt
SpacePlanning/Mgt Legal
Service
LegalService
ProcessImprovement
ProcessImprovement Procurement
Procurement
InvoicingInvoicing
ContractManagement
ContractManagement Insurance
Insurance
Building Operations & MaintenanceBuilding Operations & Maintenance
UtilitiesUtilities Technical
Operations
TechnicalOperations
Oil/GasOil/Gas
HVACHVAC
PotableWater
PotableWater Automated
Service
AutomatedService
Drainage &Sewage
Drainage &Sewage Environmental
management
Environmentalmanagement
IrrigationWater
IrrigationWater Energy
Economization
EnergyEconomization
StormDrain
StormDrain Technical
Consultancy
TechnicalConsultancy
Compliance& Auditing
Compliance& Auditing
EnergyEnergy IT &
Telecom
IT &Telecom
MaintenanceMaintenance
PlannedMaintenance
PlannedMaintenance
RunningConstruction
RunningConstruction
FaçadeMaintenance
FaçadeMaintenance
CorrectiveActions
CorrectiveActions
ModernizationModernization
Ancillary &Support ServiceAncillary &Support Service
FacilitiesService
FacilitiesService Security
Security
Hospitality(F&B)
Hospitality(F&B) Access
Control
AccessControl
JanitorService
JanitorService Safety
Service
SafetyService
WasteHandling
WasteHandling Fire
Protection
FireProtection
Movers &Storage
Movers &Storage Parking
Operations
ParkingOperations
Gardner &Landscape
Gardner &Landscape Shredding
Management
ShreddingManagement
LaundryLaundry
IntelligenceIntelligence
CleaningCleaning Boundary
Protection
BoundaryProtection
CoreBusinessSupport
CoreBusinessSupport
Reception &Switchboard
Reception &Switchboard
OfficeSupplies
OfficeSupplies
Copy/PrintCopy/Print
SecretarySecretary
ArchiveAdmin
ArchiveAdmin
Call CenterCall Center
Mail DeliveryHandling
Mail DeliveryHandling
ReportingReporting Events
Management
EventsManagement Control
Management
ControlManagement Service Desk
Service Desk
4
RevenuesLandlord
Premises Leasing
EXECUTION
Contracts
Regulator
Handover
Design Package
Construction Package
OPERATIONS
CR Mgt
FM Packages
Regulator
Renovation
Contracts
Facilities Management Service
Project Management Service
FM Synergy
5
Business Platform
SoftService
TechnicalService
Safety& Security
Reception OpsCall centers MgtPest Control Ops
Housekeeping OpsLandscaping Ops
Alarm System MgtAccessibility Mgt
Health MgtSafety Ops
Security Ops
Space MgtPlant OpsBMS OpsICT Mgt
Refurbishment Mgt
Regular Planned Static
Spot Checking Corrections Mobility
Others
Events MgtHospitality Ops
Energy MgtEnvironmental Mgt
Standard
Quick Fix
CAX CAXCAXCAX
PAX PAXPAXPAX
6
Hot Spots
ServiceProvider
ServiceProvider
The Client
Expectations
Info Flow
Skepticism
Scope Management
Reporting System
Quality Management
Value for Money
7
Careful & Managed Information Flow
ActiveCustomer
Involvement
Work Closely with the Client’s Organization
Clarity of Scope
Statement
Reliability ofCommunication
System
Quickly Correcting Mistakes
Extremely Responsive to
Customer’s Concerns
HappyCustomer
UnhappyCustomer
Team Speaks One Voice
Speak Customer’s Language
Acquire Glimpses of Effort
Avoiding Surprises
Turn Expectations into Data
Client Satisfaction
8
FM Interfacing
ClientClient
FM ProviderFM Provider
LandlordLandlord
CR MgtCR Mgt
Call CenterCall Center
PlanningPlanning
OperationsOperations
OperationsOperations
SatisfactionSatisfaction
KPIKPI
CAXCAX
Quality ManualQuality Manual
9
IFMA Roadmap
Support Business Culture & BrandSupport Business Culture & BrandLinking FM to Business StrategyLinking FM to Business Strategy
Cost of SustainabilityCost of Sustainability
Broadening Diversity of HRBroadening Diversity of HR
Emergency PreparednessEmergency Preparedness
Role of Change ManagementRole of Change Management
Emerging TechnologyEmerging Technology
Globalization of Business Globalization of Business
Managing Aging BuildingsManaging Aging Buildings
Valued Risk Management ApplicationsValued Risk Management Applications
Understand & Support ClientUnderstand & Support Client
Advocate Vision and MissionAdvocate Vision and Mission
Keep Abreast of Changing TechnologyKeep Abreast of Changing Technology
Inevitable Cross-Boarders UtilizationInevitable Cross-Boarders Utilization
Development of Careers and PoolsDevelopment of Careers and Pools
Mature Investing ModelingMature Investing Modeling
10
BIFM Roadmap
Retention of People & SkillsRetention of People & Skills
Rethinking FMRethinking FM
ProfessionalismProfessionalism
Quality of ServiceQuality of Service
InnovationInnovation
Inevitable SustainabilityInevitable Sustainability
Du DiligenceDu Diligence
Cost ReductionCost Reduction
Building Design & Space ManagementBuilding Design & Space Management
Enhance Environment, Health & SafetyEnhance Environment, Health & Safety
Linkage with Corporate Real EstateLinkage with Corporate Real Estate
Compliance with RegulationsCompliance with Regulations
Longer & Flexible ContractsLonger & Flexible Contracts
Government Policies & InitiativesGovernment Policies & Initiatives
11
Rethinking FM
Competencies
Focus on Commercial Developments that require new standards of service to meet International Codes
Competencies
Focus on Commercial Developments that require new standards of service to meet International Codes
Method
Flexible Operations allow effective PAX and timely
CAX, built by 6σ models and developed by CRM
Method
Flexible Operations allow effective PAX and timely
CAX, built by 6σ models and developed by CRM
Analysis & Benchmarking
Establish service models that satisfy the changed culture
and business demands
Analysis & Benchmarking
Establish service models that satisfy the changed culture
and business demands
International Knowledge
Emphasis on scientific approaches, in parallel to best practices modeling
International Knowledge
Emphasis on scientific approaches, in parallel to best practices modeling
IntegratedFacilities
Management
IntegratedFacilities
Management
12
New Business Chain
Planning
Programming
Budgeting
Occupation
CAX
PAX
Evaluation
Disposal
Operations
MarketingSales
Lease Contracts
Invoicing
CRM
Projects
ProgramConcept
Design
Construction
Plan
Planning Contractual EngagementOperations &Maintenance Disposition
Opportunity
13
Developer
Facility Manager
Project Manager
Construction Team
Lease Operations
Tenancy Operations
Tenant/Client
Developer
Facility Manager
Project Manager
Construction Team
Lease Operations
Tenancy Operations
Tenant/Client
Developer
Facility Manager
Project Manager
Construction Team
Lease Operations
Tenancy Operations
Tenant/Client
20
00
19
90
New FM Role
14
Generic Chart
RegularInspections
RegularInspections
Preventive Actions
Preventive Actions
Baselines(Quality Manual)
Baselines(Quality Manual)
SpecificationsSpecifications
ConfigurationsConfigurations
LiabilitiesLiabilities
ApprovalApproval
Close-outClose-out
SLA SLA
Records &Planning
Records &Planning
Certify Conformity
Certify Conformity
BusinessOperations
BusinessOperations
ComplaintsComplaints
CorrectiveActions
CorrectiveActions
ApprovalApproval
Close-outClose-out
Records &Planning
Records &Planning
Certify Conformity
Certify Conformity
Call C
en
tre
Call C
en
tre
15
New Engagement
ClientClient
OperationsOperations
SatisfactionSatisfaction
CAXCAX
KPIKPI
Quality ManualQuality Manual
FM Provider
Landlord
Joint Ops TeamJoint Ops Team
OperationsOperations
PlanningPlanning
Call CenterCall Center
CR MgtCR Mgt
16
New Parameters
ScopeScope
CostCost
PerformancePerformance
TimeTime
Consolidate Business Plans & SLAs with Clarity and Constructability in lieu with Market Trends
Consolidate Business Plans & SLAs with Clarity and Constructability in lieu with Market Trends
Delivery Solutions that Enable Timely Implementations and Responses for both PAX & CAX
Delivery Solutions that Enable Timely Implementations and Responses for both PAX & CAX
Innovative Management of Expenditures and Changes in Corporate Environment, to advocate Value for Money
Innovative Management of Expenditures and Changes in Corporate Environment, to advocate Value for Money
Customer Driven Service based on Motivated and Satisfied Stakeholders
Customer Driven Service based on Motivated and Satisfied Stakeholders
Mature Quality Measures Synchronize Tasks & Processes, based on Statistical Approaches
Mature Quality Measures Synchronize Tasks & Processes, based on Statistical Approaches
Automated and Error-Free Information System supports Faster & Efficient Decision Making
Automated and Error-Free Information System supports Faster & Efficient Decision Making
17
Communications
Template
Parties Reference Auditability
Planning Performance Progress
Request Instruction Report
Acceptance
Change
Information
Actions
Change
Irregular
Weekly
Monthly
Correlation Compliance Completion
Authorization Monitoring Quality
The Design of the Templates should adequately meet the
Products of the pre-determined Technology for
both Processing & Monitoring
Purpose
Subject
Form
18
1:5:200
Construction Cost
Construction Cost
Operating Cost
Operating Cost
Building Life Cycle
Building Life Cycle
Rationale Quality Strategies
ROI &Business Modeling
Expectations &Customer Modeling
GovernanceUrban Maturity
19
New CSFs
Call CentreCall Centre IDLE !IDLE ! Quality Centre
Quality Centre
CAXCAX IDLE !IDLE ! Proactive Actions
Proactive Actions
AuditAudit IDLE !IDLE ! MeasurableQuality
MeasurableQuality
Company Level
Client Level
20
Thank You
21