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6 August 2009

6 August 2009. Ir. Hajah Rozilah binti Abdul Ghani General Manager UDA Dayaurus Sdn Bhd rozilah@udadayaurus.com. 1) Facility/Maintenance Management ~ via UDA Group ( UDA MALL Division ), comprising operation & maintenance, emergency response, complaint handling, HSE, MIS and contracts.

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6 August 2009

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  1. 6 August 2009 Ir. Hajah Rozilah binti Abdul Ghani General Manager UDA Dayaurus Sdn Bhd rozilah@udadayaurus.com

  2. 1)Facility/Maintenance Management ~ via UDA Group (UDA MALL Division), comprising operation & maintenance, emergency response, complaint handling, HSE, MIS and contracts. • 2)Property/Retail Management ~ via UDA Group (UDA MALL Division), comprising marketing and promotion, tenancy management (including tenant mix, agreements, collectables, eviction), occupancy analysis, valuation, sale of properties. • 3) Project Management ~ via UDA Group (UDA LAND Division and UDA URBAN Division), comprising project development of high rise offices, townships, condominiums, apartments, shopping malls/complexes and major refurbishment exercises encompassing market research, planning, design & construction. Include interaction with Town Planners, Marketing Consultants, Architects (Including Landscape), Engineering Consultants, Quantity Surveyors and Media Consultants, also coordination with Local Authorities. • 4) Hospitality & Recreation ~ via UDA Group (UDA Leisure Division), comprising management of resorts, serviced residences, hotels, golf clubs, café and bowling centers. UDSB

  3. The COMPANY • Incorporated 1982 • Authorised Capital RM5,000,000.00 • Paid-up Capital RM1,000,000.00 • Accredited with ISO 9001 since 1997 • 100% Owned by UDA Holdings Berhad (MOF~Government)

  4. The SPECIALTY • FMM Management and Consultation (high-rise offices, complex/institutes, mosques, condopartments) • Maintenance of Ventilation and Air conditioning Systems • Licensed Electrical Service Contractor (SuruhanjayaTenaga & Gas) • Building Audits, Energy Efficiency, Internal Air Quality (IAQ) • Remote Monitoring Centre (RMC) via Internet (CCTV for Client’s Premises)

  5. Asset ManagementTo recap ~ • Owners expect reliableservices at least LCC • Assets are vital to the users’ quality of life ~ economic yields for Owners • Assets must be operated properly • Assets have designed life span • Assets if neglected will incur economic loss, safety risks, health hazards • Assets will deteriorate and breakdown, • Asset breakdown ~ results in residual damage, shorten life span • Assets need proper/regular maintenance and repairs • Assets need proactive maintenance

  6. Asset ManagementFurther Recap ~ TAM • Broad spectrum encompassing technical, financial, corporate, customer delight, document, data & records, service levels, performance measurements and processes all aligned towards the organizational vision/ mission/ objectives. • Based on asset LCC (ie asset planning, creation, usage and disposal) • Includes scopes in FM and MM (building, property, O&M, energy, utilities, communications, audit, emergency response, security, ground, HSE, business, risks, legal, IT, contractors, authorities)

  7. Facility ManagementRecap still ~ • Competency areas ~ O&M, Real Estate, Human & Environmental Factors, Planning & PM, Leadership & Management, Finance, Quality Assessment & Innovation, Communication, Technology • IFMA

  8. Asset/Facility ManagementService Levels ~ Benchmark ~ • Functionality • Responsiveness • Reliability • Capacity • Quantity • Quality • Safety • Environmental • Capex • Life costs • KPIs • Maintenance • Condition • Usage • Operational efficiency

  9. Asset/Facility ManagementData, Records & Measurement ~ • Asset register • Key register • Stock • Schedules • Manuals • Drawings • JIs, WIs, Checklists • Room/space • Financial • Operations data • Energy • KPIs

  10. Asset/Facility ManagementOur Current Reality ~ • Fully constructed/operational buildings vs implementation of AM/ FM, even MM concepts • Post-construction data compilation for asset register • Below par standards of asset condition/ construction/ design ~ inherited by AM/ FM • Non-availability of As-built drawings/ schematics, O&M manuals, design parameters and T&C reports • Limited budget for MM, let alone AM/ FM • Non-established standards, competency, scope and costs • Increasing demand and diversified players ~ price war • Short term contracts ~ minimal standards of maintenance, maximize profit by holding back expenses related to proactive maintenance

  11. AM/ FM/ MMLet’s start from the bottom ~ Asset Management Facility Management Maintenance Management We should review where our MM is vis-à-vis existing buildings. Do we have adequate procedures for proper maintenance. Can we standardize the ASLs/KPIs. Can we systemize the required data, is it up to date. What data is analyzed, how is the output compared with other assets.

  12. High Bills Building Services & Equipment ~ Trapped in lifts Blocked Pipes Black-outs Leaking Safety & Health Fire MM Dirty Toilets Spare Parts Littering A/C B/down Flooding Wastage Staff Turnover

  13. EFFECTIVE MM • Operator = Competent, Trained, Good Communicator, Passionate, PR, Systematic • Equipment = Correct Type, Right Condition & Capacity, Calibrated, Availability & Environment • Documentation = Exists, Adherence, Identifiable, Distribution Control, Changes/ Revisions, Obsolesence

  14. EFFECTIVE MM • Material =Comply to Specification & Quality c/w Documents, Right Quantity & Delivery Place/Time • Product =Tagging/Identification, Records/Data/Verification, Measurable/KPIs, Conformances, Customer Complaints, TQM

  15. SHARING OF EXPERIENCEs

  16. Maintenance ManagementOur Policy ~ • Objective • Ensure consistencies of maintenance standard ~ quality maintenance • Purpose • Ensure that the building users are able to enjoy the pleasuresof their premises or assets on a continuous basisat a standard of efficiencythey are comfortable with, at a cost they can afford, visually pleasing, environmentally correct and safe.

  17. Maintenance ManagementWe shall ~ • Be Proactive • Uphold Honesty & Integrity • Subscribe to High Ethical Values & Transparency • Have preference for Technology-based solutions • Adopt Maintenance Culture • Ensure reasonable duty of care to the public by never compromising on ~ • Safety • Health • Environmental considerations • Compliance to Regulations

  18. Maintenance ManagementOur strategy ~ • Proactive Maintenance • Based on a planned schedule in anticipation of breakdown or economic life. Estimated life is derived from historical data, condition monitoring parameters or manufacturer’s recommendation. • Planned/ Scheduled • Preventive • Predictive • Condition-based • Reliability Centered (RCM) • Total Productive (TPM) • BAS, Logs, Stop/Work Permits, Post Boards, PPM Schedule, Monthly Job Sheets, Checklists/WIs/JIs, Quality Inspection, Completion Certificates ~ VEU Manual

  19. Maintenance ManagementOur strategy ~ • Reactive Maintenance • Due to unexpected failures/ breakdown (inaccurate anticipation of plant life, non-critical part, unrelated factors, natural disaster). Immediate action to restore service or prevent repercussive damage. • Unplanned • Fire-fighting/ Breakdown • Corrective • BAS, Logs, Stop/Work Permits, Incident Reports, Post Boards, Checklists/JIs/WIs, Emergency Response, Completion Certificates, PPM Update ~ VEU Manual

  20. Maintenance ManagementOur strategy ~ • Others • Priority ratings • Quality Audits & Inspections • Competency • Complaints • Deviation • System Modification • Safety Officer • KPI • Refurbishment/ Upgrading • Random Inspections, B&A photos, Cyber-conference, Status Reports, Customer Service Questionnaire, Building Audits/ Survey, Modular/Ownership concept ~ VEU Manual

  21. Quality Management System ISO 9001:2008 • Quality Manual • Quality Procedures • Quality Plan • VEU Manuals • Departmental Manuals • Others • Checklists/Forms • Work Instructions • O&M, Acts, etc

  22. Quality Management System ISO 9001:2008 R • Quality Manual • Quality Procedures • Quality Plan • VEU Manuals • Departmental Manuals • Others • Checklists/Forms • Work Instructions • O&M, Acts, etc E C O R D S

  23. QMS – ISO 9001:2008VEU/Dept Manuals CONTENTS • Our Design Output General Overview Site Organization KPI (References) Forms QMS Implementation TOOLS Overview of KPI & QSO Owner’s Manual • Our Quality Plan

  24. QMS – ISO 9001:2008Our Objectives Zero Safety Incidents for Public Buildings’ Facilities Functional 100% Staff Productivity Increment @ 5% Staff Turnover <5% Quality Products

  25. QMS – ISO 9001:2000Our Objectives Zero Safety Incidents for Public Buildings’ Facilities Functional 100% Staff Productivity Increment @ 5% Staff Turnover <5% Zero Repetitive NCR Zero CC Dissatisfaction not more than 10% 95% Compliance to the KPIs 5) Quality Products

  26. QMS – ISO 9001:2000Site Organization

  27. Our QMS ~ KPIs End Result End Result End Result

  28. Our QMS ~ KPIs

  29. Our QMS ~ KPIs

  30. Our QMS ~ KPIs

  31. Our QMS ~ PPM

  32. Our QMS ~ PPM

  33. Our QMS ~ Monthly Job Sheet MECS Routine PPM

  34. Our QMS ~ Site Monitoring Ownership Ownership KPI

  35. Our QMS ~ Subcon Performance Ownership Supervision QCC

  36. Our QMS ~ Modular Cleaning

  37. Our QMS ~ Landscape

  38. Our QMS ~ MSO Skills

  39. Our QMS ~ O&M Personnel

  40. Our QMS ~ Owner’s Manual Basics Ownership Ownership Ownership

  41. Our QMS ~ Owner’s Manual Guidelines Ownership Ownership Guidelines

  42. Our QMS ~ Owner’s Manual Guidelines

  43. Our QMS ~ Owner’s Manual Routine Tasks Ownership Ownership Tasks

  44. Our QMS ~ Owner’s Manual Inspection Ownership Ownership Inspector

  45. Our QMS ~ Owner’s Manual Basic Skills Ownership Ownership Skills

  46. Our QMS ~ Owner’s Manual Basic Skills ~ Safety Rules Ownership Ownership Skills

  47. Our QMS ~ Owner’s Manual Basic Skills ~ Environmental Ownership Ownership Skills

  48. Our QMS ~ Owner’s Manual Basic Tools/Equipment Ownership Ownership Tools

  49. Our QMS ~ Owner’s Manual Inventorying Ownership Ownership Data

  50. Our QMS ~ Flow Charts

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