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  1. for Site StaffHong Kong Property Management Induction

  2. Agenda • Know Your Client • Building Organization Chart • Under the management agreement, what are our responsibilities? • Building Introduction • Maintenance Contractors • Designated Fit-out Contractors • Emergency Preparedness • Incident Management • Procurement Management • Fit-out Management • Security Management • License Management • IT Systems

  3. Know Your Client In the following organization chart, who is your client representative?

  4. Property Management : Building Organization Chart (Sample)

  5. Under the management agreement, what are our responsibilities? Common Area Management • Repair and maintenance • Security • Cleaning • Operations • Landscaping • Financial management • Fit-out management • Concierge services • Procurement • Contractors management • Emergency incidents handling

  6. Under the management agreement, what are our responsibilities? Tenancy Management • Leasing management • Rental collection • Remittance • Maintenance • Unit settlement • Expenses payment • Security • Cleaning • Facilities management

  7. Management Agreement : Key Performance Indicators (Sample)

  8. XX Building Introduction

  9. General Building Information

  10. Building Information Central Air Conditioning System

  11. Building Information —Air-conditioning Systems in Tenants’ Units

  12. Building Information –Power Supply and Distribution System

  13. Building Information –Fire System Services

  14. Building Information - Lifts

  15. Building Information - Escalators

  16. Building Information - Public Antennas and Satellite TV system Name of Telecommunications Services Provider (Sample) • PCCW • Hutchison • SmarTone • Etc. TV channels that can be received • ESPN • HBO • CNN • BBC • Etc.

  17. Building Information - Building Operating Hours

  18. Maintenance Contractors

  19. Designated Fit-out Contractors

  20. Emergency Preparedness

  21. Emergency Preparedness If the following incident occurred at the building, how should you deal with it? • Flooding • Fire • Power outage • Lift failure • Gas leakage • Bomb threat • Crime • Someone committed suicide • Traffic accident • Public media inquiries • Chemical leakage

  22. Emergency Preparedness : Emergency Contact List (Staff/ Contractor/ Utility/ Government Dept.) Enter these numbers into your mobile now!

  23. Emergency Preparedness : Emergency Tools

  24. Emergency Preparedness : Drill • Fire drill is conducted in <month> • Perform drill as in a real emergency scenario • Be familiar with the escape routes & follow all of them • Help maintain order & usher drill participants during drill to <refuge area> • Take roll call of drill participants as directed by the BIC

  25. Emergency Preparedness : Critical Valve Locations

  26. Incident Management

  27. Application This ‘Incident Management’ Policy applies to all significant incidents that occur within but not limited to the following business segments in Asia Pacific: • Integrated Facilities Management • Investor Major Accounts • Asset Management Services • Property Management • Engineering & Operations Solutions (EOS) • Critical Environment Management (CEM) sites

  28. Nature of Incidents Covered The Incident Management Policy directive is compulsory for all applicable managers and staff in Asia Pacific. It covers, but is not limited to the occurrence of: • Unethical practice • Unlawful incidents or regulatory breach • Fraud • Embezzlement • Bomb Threat • Terrorist Attack • Incidents or near-misses leading to a client’s or tenant’s actual or potential financial damage • Incidents or near-misses leading to actual or potential bodily injury/death • Incidents or near-misses leading to an actual or potential insurance claim • Incident or near-misses leading to a contract performance failure • Critical Environment Management incidents (CEM incidents)

  29. Classification of Incidents Incident Severity Level (ISL) assessment An ISL is to be applied to all incidents, be they of a corporate or a property operations nature. The ISL, once entered into OneViewRiskManagement (with access by surveyors and Customer Service Centre) is the basis by which the incident is escalated.

  30. Classification of Incidents (cont’d) • Incident Severity Level 1 (ISL 1) • MINOR Severity – LOCAL ACTION REQUIRED • A controlling response to address the loss is required. Escalate per local policy. Schedule the response ASAP and be prepared to escalate further • Types of Incidents such as : • Injuries from slipping or falling at height, • Moderate medical treatment, • Collapsed caused by injuries, • The need for non-planned evacuation of certain areas of the property, • Slight Legionnaire's disease was found (>10cfu/ml and <100cfu/ml), • Direct or indirect financial loss of more than USD 1,000 but less than USD 5,000

  31. Classification of Incidents (cont’d) • Incident Severity Level 2 (ISL 2) • MEDIUM Severity • BUSINESS SEGMENT ACTION REQUIRED • Escalate in keeping with your Business Segment policy.  Requires Immediate Notification & Escalation after control has been established • Types of incidents such as : • Critical Environment Management (CEM) incident, • Serious injury that needs to be sent to the hospital, • Incidents that lead to a negative local media coverage of the incident, • Environmental violation (e.g. pollution), • The need for unplanned evacuation of the whole building, • Moderate Legionnaire's disease was found (>100cfu/ml and <1000cfu/ml), • Direct or potential financial loss of more than USD 5,000 but less than USD 50,000

  32. Classification of Incidents (cont’d) • Incident Severity Level 3 (ISL 3) • MAJOR Severity • REGIONAL ESCALATION REQUIRED • Requires Immediate Notification & Regional Escalation ASAP • Types of incidents such as : • The death of staff or public individual, • Major environmental violation causing pollution, • Severe Legionnaire's disease was found (>1000cfu/ml), • Disaster incident causing public attention, • A serious incident occurred at the Data Center, • Incidents causing the chance to lose a major client, • Direct or potential financial loss of more than USD 50,000

  33. Incident Reporting Time Limits All incidents should be reported within the following time limits: • Need to use “OneViewRiskManagement” for formal notification: • ISL 1 not related to Critical Environment Management : Within one working day after the incident occured • ISL 2 not related to Critical Environment Management : Within 16 hours after the incident occured • ISL 3 not related to Critical Environment Management : Within 8 hours after the incident occured • ISL 1 / 2 related to Critical Environment Management : Within 12 hours after the incident occured • ISL 3 related to Critical Environment Management : Within 6 hours after the incident occurred

  34. Actions Required ISL 1 • Staff reporting the incident • Notify building manager/site representative by phone/email • Implement measures to stabilize the site situation or prevent the continued worsening of the incident • Provide appropriate comfort for the victims • Collect all the information related to the incident so that the relevant colleague can fully understand the whole process of the incident • Fill out an incident report for ISL 1, email or fax the form before noon one working day after the incident occurred, to the head office staff who is responsible for inputting the incident data and periodically update the status of the incident. • Staff inputting the incident data • Login to “OneViewRiskManagement” and input incident data in Chinese or English • Save the incident related data • Building Manager / Site Representative • Assess the severity of the incident and to make necessary internal reporting • Appropriate deployment of resources to deal with incident • Submit investigation report to OneViewRiskManagement within 28 days

  35. Actions Required (cont’d) ISL 2 • Staff reporting the incident • Notify building manager/site representative by phone/email • Implement measures to stabilize the site situation or prevent the continued worsening of the incident • Provide appropriate comfort for the victims • Collect all the information related to the incident so that the relevant colleague can fully understand the whole process of the incident • Fill out an incident report for ISL 2, email or fax the form within 8 hours after the incident occurred, to the head office staff who is responsible for inputting the incident data and periodically updating the status of the incident. • Staff inputting the incident data • Login to “OneViewRiskManagement” within the specified time and input incident data in English • Save the incident related data • Update the status of the incident

  36. Actions Required (cont’d) ISL 2 • Building Manager / Site Representative • Notify PM Head immediately by phone/email • Appropriate deployment of resources to deal with incident • Inform client and regularly update on the incident situation • Fill out incident report, only send the report to the client after the approval of JLL Legal department • Submit the root cause analysis report to OneViewRiskManagement within 45 days • PM Head • Notify Asia Pacific PM Risk Management Manager (Peter Bylsma) immediately by phone/email • Notify North Asia Engineering & Operations Solutions (Steve Chan) immediately • Provide advice / resources to deal with incident • Coordinate with other departments for follow-up work after the incident • Confirm the recommendations of the root cause analysis report • Information and feedback to be provided for senior management, so that they can share the experience in dealing with the incident

  37. Actions Required (cont’d) ISL 3 • Staff reporting the incident • Notify building manager/site representative by phone/email • Implement measures to stabilize the site situation or prevent the continued worsening of the incident • Provide appropriate comfort for the victims • Collect all the information related to the incident so that the relevant colleague can fully understand the whole process of the incident • Fill out an incident report for ISL 3, email or fax the form within 4 hours after the incident occurred, to the head office staff who is responsible for inputting the incident data and periodically update the status of the incident. • Staff inputting the incident data • Login to “OneViewRiskManagement” within the specified time and input incident data in English • Save the incident related data • Update the status of the incident

  38. Actions Required (cont’d) ISL 3 • Building Manager / Site Representative • Notify PM Head immediately by phone/email • Appropriate deployment of resources to deal with incident • Inform client and regularly update on the incident situation • Fill out incident report, only send the report to the client after the approval of JLL Legal department • Submit the root cause analysis report to OneViewRiskManagement within 45 days • Submit the detailed investigation report to OneViewRiskManagement within 45 days • PM Head • Notify Eric Lee immediately by phone/email • Notify Asia Pacific PM Risk Management Manager (Peter Bylsma) immediately by phone/email • Notify North Asia Engineering & Operations Solutions (Steve Chan) immediately • Provide advice / resources to deal with incident • Coordinate with other departments for follow-up work after the incident • Confirm the recommendations of the root cause analysis report • Information and feedback to be provided for senior management, so that they can share the experience in dealing with the incident

  39. The Role of Risk Management Manager • Administrator of “OneViewRiskManagement” • To receive a ‘reminder’ for all new incidents • Consolidate information of the incident • If necessary, coordinate with the crisis management team

  40. Procurement Management

  41. The buyer may have free choice to choose any supplier/contractor from the Approved Supplier List (ASL), except: The purchase is placed by client or; The supplier / contractor is appointed by the client or; The supplier / contractor is a nominated service provider for a specific building services / maintenance bound by the respective agreement; The item(s) is stated in the Approved Exemption List from the ASL. The buyer should keep the supporting document for record purpose. Selection of Supplier / Contractor

  42. Initiation and Approval of Purchase Order / Contract Formal purchase document is required for purchase of goods or services with value exceeding HKD $3,000. No purchase order or contract is required for: A) Goods or services with value below HKD $3,000; B) Monthly or regular maintenance fee; C) Cost of ongoing legal action

  43. Obtaining Quotation / Tender Stipulated below is the minimum number of quotations that the Buyer should obtain: The above rule must be strictly adhered except for the case that Client gives special instruction, or When emergency situation is encountered and approval is obtained from the Team Leader

  44. Quotation Requirement Exception In the following cases, the buyer may be exempted from quotation or tender process: • Supplementary orders; • The supply of specified services or materials bound by the maintenance or service contract; • The services or materials to be provided by the sole agent or by the original equipment supplier

  45. Initiation and Approval of Purchase Order/ Contract Purchase order / contract to be approved by the authorized buyers as below:

  46. Change / Cancellation of Purchase Document • Any change of PO’s content, cancellation of the provisions PO, both supplier and our Finance Dept. will be informed. • Re-approval of PO is required as mentioned above.

  47. Tender Requirement –Single-owned Property • Quality advice to be provided to meet the client’s business objectives. • Compliance to the service requirement stated in the management agreement. • Any PO value exceeding HKD$30,000, tender is required.

  48. Tender Requirement –Properties with a formal Deed of Mutual Covenant established Under the Building Management Ordinance (Cap.344), guidelines stated in section 20A(2) and subsection 2B, if the value of any purchase exceeds or is likely to exceed the following terms: -- - The sum of HKD $200,000 or; - A sum which is equivalent to 20% of the annual budget of the property (whichever is the lesser, shall be procured by invitation to tender) Where the sum of any purchase is equivalent to 20% or above of the annual budget, whether a tender submitted for the purpose is accepted or not shall be decided by a resolution of the owners passed at the Annual General Meeting.

  49. Tender Requirement –Properties with a formal Deed of Mutual Covenant established (cont’d) Tendering can be exempted in the following cases: A) the supplier / contractor is the provider of supplies, goods or services for the building at the time; B) the relevant supplies, goods or services are of the same type as any supplies, goods or services which are for the time being supplied to the building by the supplier / contractor; C) the building decides by a resolution of the owners passed at a General Meeting of the building that the relevant supplies, goods or services shall be procured from that supplier/contractor on such terms and conditions as specified in the resolution, instead of by invitation to tender.

  50. Fit-out Management