Adil Abdalla March 2011

1. What is The FM Business..? AdilAbdalla March 2011

2. Facilities Management is the Art to Sustain the Built Environment

3. Real Estate Cycle Landlord Revenues Regulator Renovation Contracts OPERATIONS Property CRM EXECUTION FM Packages Design Package Construction Package Contracts Facilities Management Handover Project Management Regulator Premises Leasing

4. Global Bodies?

5. Value of FM 1:5:20 Construction Facilities Mgmt Major Refurbishment Due

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

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

8. FM Basic Operations Soft Service Technical Service Safety & Security Others Landscape Service Housekeeping Ops Reception Ops Façade Cleaning Specialized Cleaning BMS Ops Engineering Ops Plant Service ICT Mgt AV Mgt Healthcare Mgt Safety Mgt Environmental Mgt Security Ops Pest Control Ops Parking Mgt Space Making Ops Property Ops Commercial Mgt Events Mgt PAX PAX PAX PAX Planned Preventive Static Standard CAX CAX CAX CAX Spot Checking Corrections Mobility Quick Fix

9. 2005 Developer 2010 < Facility Manager Developer Project Manager Evolution of FM Construction Team Development Manager 1995 Project Manager Lease Operations < 1985 Developer Construction Team Tenancy Operations Project Manager Developer Tenant/Client Construction Team Facility Manager Supervision Lease Operations Facility Manager Construction Team Tenancy Operations Lease Operations Lease Operations Tenant/Client Tenancy Operations Tenancy Operations Tenant/Client Tenant/Client Utilities

10. +15% (GCC $ 900 Billions by 2030) 21st Century Operating Margin Single Bundle Service Providers IFM Companies Immature Market Mature Market +/- 0% Time IFM: Integrated Facilities Management 1990th 2010th Conventional & Basic FM Environmental & Advanced FM Futuristic & Innovative FM Engineering Housekeeping Security Green Bldg Energy Control Business Support Sustainability Intelligent Bldg Carbon Control Habitat Urban Metropolitan Facilities Mgt Community Mgt Town Mgt Business Driven Socially Driven Politically Driven

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

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

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

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

15. GCC Market Norms

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

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

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

19. FM Generic Processes Preventive Actions Corrective Actions Baselines (Quality Manual) Regular Attendances Complaints Notes MST Specifications Records & Planning Call Centre Records & Planning SOW Deliverables KPI Measures Certify Conformity Certify Conformity SLA Approval Approval Close-out Close-out Operations Management

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

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

22. Service Coordination/Customer Mgt Booking the Service Complaining the Service By E-Mail By Phone Delivering the Service Biz Strategy Biz Sustainability Post Service Care

23. FM Manuals • 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. Key Performance Indicators (KPIs) • Aggregates • 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. • Predefined Management Method Direct Effort Milestones Consumables Precautions Equipments Reporting Acceptable Aggregate (X) is not less than (??%) of the Predefined Delivery

25. Developing FM Business Corporate Administration Operations Planning &Packages Finance & Credit Standards & Benchmarking Business Development Reporting Management Resources Management Contracts Management Communications Management Controls & Compliances

26. Thank You..!