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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

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FM CHALLENGES; A Client Perspective

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Fm challenges a client perspective

FM CHALLENGES; A Client Perspective

Creating a Model for Cross-Boarder Scope

Adil Abdalla, MBIFM, IFMA, PMI, ULI, APMG

Dubai – November 2007


Fm challenges a client perspective

Business Framework

Managing Expectations

Lessons Learned


Fm challenges a client perspective

Dubai FM 2007

Derivatives

Value

Inward Investment

Skills Shortage

Massive Real Estate Development

Legislation Support

Maturity of investment Cycle

Awareness of Corporate Liabilities

Sustainability of Service

AED 2.5 billions FM Market 2005

Currently; NO I-FM Service Providers

Global Average Rate ft2/AED 17

Rates for Residential AED/Sq ft 9-12

Rates for Office AED/Sq ft 12-22

Rates for Retail AED/Sq ft 22-35

Annually new 50,000 Residential Units

5 billions ft2 new spaces 2007/2009

Currently Customers seeking Quality

Current demand Sq ft 600,000,000

Current main Player Sq ft 200,000,000

Current minor Players Sq ft 10,000,000

FM Expo is a MENA annual venue

Growing FMBG

Eight Main Players

Many small players

Growing Int’l Joint-Venturing

No I-FM /TFM till end of 2007

Progress

Demand


Fm challenges a client perspective

I-FM Portfolio

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

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


Fm challenges a client perspective

FM Synergy

Landlord

Revenues

Regulator

Renovation

Contracts

OPERATIONS

CR Mgt

EXECUTION

FM Packages

Design Package

Construction Package

Contracts

Facilities Management Service

Handover

Project Management Service

Regulator

Premises

Leasing


Fm challenges a client perspective

Business Platform

Soft

Service

Technical

Service

Safety

& Security

Others

Reception Ops

Call centers Mgt

Pest Control Ops

Housekeeping Ops

Landscaping Ops

Space Mgt

Plant Ops

BMS Ops

ICT Mgt

Refurbishment Mgt

Alarm System Mgt

Accessibility Mgt

Health Mgt

Safety Ops

Security Ops

Events Mgt

Hospitality Ops

Energy Mgt

Environmental Mgt

PAX

PAX

PAX

PAX

Regular

Planned

Static

Standard

CAX

CAX

CAX

CAX

Spot Checking

Corrections

Mobility

Quick Fix


Fm challenges a client perspective

Hot Spots

Service

Provider

The

Client

Value for Money

Expectations

Scope Management

Info Flow

Reporting System

Skepticism

Quality Management


Fm challenges a client perspective

Client Satisfaction

Work Closely with the Client’s Organization

Avoiding Surprises

Quickly

Correcting Mistakes

Unhappy

Customer

Clarity of

Scope

Statement

Turn Expectations into Data

Active

Customer Involvement

Acquire Glimpses of Effort

Extremely Responsive to Customer’s Concerns

Reliability of

Communication

System

Team Speaks One Voice

Happy

Customer

Careful & Managed Information Flow

Speak Customer’s Language


Fm challenges a client perspective

FM Interfacing

Landlord

CR Mgt

Operations

Planning

Client

Quality Manual

Satisfaction

CAX

Call Center

Operations

KPI

FM Provider


Fm challenges a client perspective

IFMA Roadmap

Linking FM to Business Strategy

Support Business Culture & Brand

Emergency Preparedness

Valued Risk Management Applications

Role of Change Management

Understand & Support Client

Cost of Sustainability

Advocate Vision and Mission

Emerging Technology

Keep Abreast of Changing Technology

Globalization of Business

Inevitable Cross-Boarders Utilization

Broadening Diversity of HR

Development of Careers and Pools

Managing Aging Buildings

Mature Investing Modeling


Fm challenges a client perspective

BIFM Roadmap

Rethinking FM

Government Policies & Initiatives

Innovation

Building Design & Space Management

Inevitable Sustainability

Enhance Environment, Health & Safety

Professionalism

Retention of People & Skills

Du Diligence

Compliance with Regulations

Cost Reduction

Longer & Flexible Contracts

Quality of Service

Linkage with Corporate Real Estate


Fm challenges a client perspective

Competencies

Focus on Commercial Developments that require new standards of service to meet International Codes

Analysis & Benchmarking

Establish service models that satisfy the changed culture and business demands

Integrated

Facilities

Management

Method

Flexible Operations allow effective PAX and timely CAX, built by 6σ models and developed by CRM

International Knowledge

Emphasis on scientific approaches, in parallel to best practices modeling

Rethinking FM


Fm challenges a client perspective

Planning

Programming

Budgeting

Operations

Projects

Concept

Sales

Program

Marketing

Lease Contracts

Design

CRM

Plan

Construction

Invoicing

New Business Chain

Opportunity

CAX

Occupation

Evaluation

PAX

Disposal

Planning

Contractual Engagement

Operations &

Maintenance

Disposition


Fm challenges a client perspective

New FM Role

Developer

Developer

Developer

Project Manager

Project Manager

Facility Manager

Construction Team

Project Manager

Construction Team

1990

2000

Construction Team

Facility Manager

Lease Operations

Lease Operations

Lease Operations

Tenancy Operations

Tenancy Operations

Tenancy Operations

Tenant/Client

Tenant/Client

Tenant/Client

Facility Manager


Fm challenges a client perspective

Baselines

(Quality Manual)

Specifications

Configurations

Liabilities

Generic Chart

Regular

Inspections

Complaints

Records &

Planning

Records &

Planning

Preventive

Actions

Call Centre

Corrective

Actions

Certify

Conformity

Certify

Conformity

SLA

Approval

Approval

Close-out

Close-out

Business

Operations


Fm challenges a client perspective

New Engagement

Client

Quality Manual

Satisfaction

FM

Provider

Operations

KPI

Call Center

CAX

Joint Ops Team

Landlord

CR Mgt

Planning

Operations


Fm challenges a client perspective

New Parameters

Scope

Consolidate Business Plans & SLAs with Clarity and Constructability in lieu with Market Trends

Time

Delivery Solutions that Enable Timely Implementations and Responses for both PAX & CAX

Cost

Innovative Management of Expenditures and Changes

in Corporate Environment, to advocate Value for Money

Performance

Customer Driven Service based on Motivated

and Satisfied Stakeholders

Mature Quality Measures Synchronize

Tasks & Processes, based on Statistical Approaches

Automated and Error-Free Information System supports Faster & Efficient Decision Making


Fm challenges a client perspective

Communications

Authorization

Monitoring

Quality

Template

Form

Parties

Reference

Auditability

Subject

Planning

Performance

Progress

Purpose

Request

Instruction

Report

Acceptance

Irregular

Actions

Change

Weekly

The Design of the Templates should adequately meet the Products of the pre-determined Technology for both Processing & Monitoring

Change

Information

Monthly

Correlation

Compliance

Completion


Fm challenges a client perspective

1:5:200

Construction

Cost

Operating

Cost

Building Life

Cycle

Rationale

Quality

Strategies

ROI &

Business Modeling

Expectations &

Customer Modeling

Governance

Urban Maturity


Fm challenges a client perspective

New CSFs

Call Centre

IDLE !

Quality

Centre

CAX

IDLE !

Proactive

Actions

Company Level

Client Level

Audit

IDLE !

Measurable

Quality


Fm challenges a client perspective

Thank You


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