FACILITY MANAGEMENT IN THE
INDIAN CONTEXT
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
‘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’
Occupant
Perceptions
Organization
Needs
Cost
Productivity
Infrastructure
Micro-environ
Facility Services
WO
RK
IN
G
EN
VIR
ON
MENT
Value
For
Money
Facilities Management’s
Effectiveness is Measured
Through
… helping Clients attract and
retain good employees by
providing
an
excellent
working environment
Sector Overview in India
New Delhi
& NCR
( 20%)
Mumbai
(10%)
Pune
(10%)
Bangalore
(35%)
Chennai
(10%)
Hyderabad
(5%)
Others
(10%)
Others include
Chandigarh, BBSR,
Indore, Jaipur, Vizag,
TVM, Calcutta etc
Future Growth Prospects
44% 9% 19% 28% Area: 158 Million Sq.ft FY 2004-05 46% 13% 18% 23% FY 2005-06 Area: 201 Million Sq.ft 48% 16% 17% 19% FY 2006-07 Area: 255 Million Sq.ft 42% 4% 20% 34% Area: 125 Million Sq.ft FY 2003-04IT/ITE
S
Retail
Corporat
e Office
Others
FY 2004-2005 FY 2005-2006 FY 2006-2007Foreign systems in Indian Context- do
they work??- Issues
• 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
• 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
ZONAL SERVICES
• Grass Mowing
• Housekeeping
• Pest and Rodent Control
• Security
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
•Management Systems
•Health and Safety
•Staff Professional development
Call Center/Help Desk
•Forward
complaints/reports/orders to
appropriate person
•Monitor performance
b a c k n e x t h o m e
Strategic Assets & Facilities Audit
---Technical Evaluation of Building state and
services
Facilities Management
Incorporating quality controls, vendor
development, sub-contract management,
house-keeping services and systems management
Activity
AGENCY
TOP
PERFORMANCE
ZONE
PERFORMANCE
OBSERVATION
Grass & weed
Mowing
Trash Collection
`
Rodent Abatement
Abandoned Vehicles
Sanitation
Enforcement
Parking Enforcement
Street/ Sidewalk
Repair
Street Cleaning
Landscaping
Dead Animal Pick Up
SYSTEM OF MONITORING MUNICIPAL
SERVICES
b a c k n e x t h o m e
Strategic Asset & Facilities Audit
Modern Techniques
S.no Service Item Functions Benefits Remarks
1. Property Management Computer Aided Facitlities Management Provides Centralised expertise for all matter
Call Center can be established 2. Financial Management Financial Software integrated with CAFM 7 Levels of Hierarchy Single Seat Interface 3. Utilities Management Building Automation System Interoperability Viz HVAC, Lighting, Building Access, Security, Fire Fighting, Work Management Energy Management Efficiency of system, Cost Reduction, Better information Management, Cost Reduction, Better Control Actions 4. Trash Collection & recycling Collection Large Super cans (96 gallons) Collection on a periodic basis. All trash is bagged and put in a super can.
Bags outside the can are allowed only for grass clipper & leaves.
Systematic method of Trash collection Recycling collection-newspaper, corrugated
cupboards, food & beverages, cans, glass bottle,
b a c k n e x t h o m e
S.no Service Item Functions Benefits Remarks
5. Street Cleaning Mechanical
Street Cleaning
Cleaning Street for mud and litter
Regularise cleaning on a periodic basis 6. Open Area Cleaning Pressure Cleaner, Floor Scrubbers, Driers Sweeping & cleaning of large open areas Efficient and modern methods of cleaning
7. Security Electronic &
access control system, Digital video Technology A centralised security system 8. Turf Management Mowing Equipment; Blade Type, Reel Type, Flail & Rotary type
Sprayers
Seeders
Commonly used for mowing large open areas
Chemical Sprayers and Spreader
High Productivity & Quality performance. Environmental Concern, Advanced Technology, Computerised Sprayers. Large coverage area.
FOR A SUCCESSFUL MALL ……
• A Carefully Conceived Design
AND
• A Good Management Team, managing
the functioning of the Mall.
Efficient Management requires:
•
Integration of the Owner and
•
The Mall Management Team
Modern, Convenient, Technologically Well-Equipped, Well
-Maintained / Managed and Promoted – Today’s Malls…..
Metropolis-Hiland Park, Kolkata
175,000 Sq.ft
October 2004 onwards
Shopping Malls
City Centre, Kolkata
400,000 Sq.ft
March 2004 onwards
Forum Mall, Kolkata
200,000 Sq.ft
April 2003 onwards
Sigma Mall, Bangalore
150,000 Sq.ft
The Zone, Nasik
100,000 Sq.ft
May 2004 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
Forum Mall, Bhubaneshwar
190,000 Sq.ft
Galaxy Mall, Gurgaon
160,000 Sq.ft
June 2004 onwards
Shopping Malls
Sahara Mall, Gurgaon
237,000 Sq.ft
Mall management : planning and strategy
PROPER PLANNING INCLUDES:
•
VISITORS MANAGEMENT
•
OCCUPANTS MANAGEMENT
•
SOUND INFRASTRUCTURE
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
Service Management
Management
Functions
Minor Repairs
• 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
• Security
• Electrical & Mechanical • DG & HVAC Operations • House Keeping
• Sanitary & Plumbing • Pest Control
• Landscaping
• Office Support Staff • Water Effluent Treatment
Plant Maintenance
• Parking Area Management
• Quality Control
• Health and Fire Safety • Preventive Management • Energy Management • Help Desk
• Vendor Management & Procurements • Tender Processing • Inventory Control • Budgeting • Equipments • Civil works • Carpentry • Masonry work • Furniture • Painting • Trouble shooting • Project Work
MALL MANAGEMENT: Typical Organization
Structure
Workplace Management & Consultants (NCR) Pvt. Ltd
Deployment
Deployment
Mall Manager
Accountant
Storekeeper
Shift Engineer
H/K Exec
CCTV Op
Electrician
AC Tech
Plumber
Lift Op
Carpenter
Helper
H/K Sup
Property Manager
Customer Care Exec
Fire Tech
DG Op
Fire Officer
MIS Exec
Security Guard
Security
MALL MANAGEMENT : TYPICAL MALL OPERATION
SCHEDULE
Description of Timings Duration Remarks
Mall Timings 9 AM - 9 PM 12 Hrs.
Cleaning Time 6 AM - 9 AM 3 Hrs.
Major cleaning carried out before opening of Mall for customers, in presence of security staff.
Diesel Delivery 7 AM - 9 AM 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.
Garbage Disposal 7 AM - 8 AM 1 Hr.
To be carried out in the presence of security staff.
Emergency Lighting -
-Required by Inverters and/or emergency lights in all common areas and shops.
Electrical Breakdown 24 Hrs. 24 Hrs.
Typical minor electrical faults in shops require 10mins to 40mins to repair. Recommendation - Have ample number of electricians at all times.
Air Conditioning
Maintenance Works 7AM - 10 AM 2-3 Hrs.
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.
Plumbing Work 11 PM - 7 AM 8 Hrs.
All plumbing work to be done at night in the presence of the security staff.
