Adil Abdalla Dubai, 2012

‘An integrated approach to operating, maintaining, improving and adapting the buildings and infrastructure of an organization in order to create an environment that strongly supports the primary objectives of that organization’ (Adapted from Barrett and Baldry, 2003) ‘The practice of coordinating the physical workplace with the people and work of the organization. It integrates the principles of business administration, architecture and the behavioral and engineering sciences’ (The British Institute of Facilities Management – BIFM) ‘Management of a vital asset – the organization's facilities.’ (The International Facility Management Association – IFMA)

RevenuesRevenuesLandlordLandlord PremisesPremisesLeasingLeasing EXECUTIONEXECUTION Contracts Regulator Handover Design Package Construction Package OPERATIONSOPERATIONS Property CRM FM Packages Regulator Renovation Contracts Facilities Management Project Management

Strategy & Branding Strategy & Branding Prequalification Benchmarking & Standardization Facilities Management StrategyFacilitiesManagementProcurement Modeling Operations Service Optimization Corporate Quality Manual Corporate Quality Manual FM Operations FM Operations Award & Mobilization Operations Quality Manual Operations Quality Manual Tendering FM Quality Manual FM Quality Manual

Sustainability: The indispensible framework to sustain and maintain the invested assets in the built environment.Convenience: The management of occupied habitats to meet demands and expectations of end-users.Growth: The tools to extend both life cycle and value of the Real Estate products.Integration: The knowledge and professional applications to integrate systems and preferences of Real Estate.

Quality Corporate Operation Administration Procurement Contracts Customer Care Audit & Improve Call Center Service Zones Service Packages Service Enabling Clients Service Managers Teams Leaders Manuals Templates Records Strategy Biz Development Communications

Baselines:  Convenient Scope & Specifications of Service  Trained Supervisors & Attendants  Adequate Pricing against the Service  Customer Relation Management  Governance & Key Performance Indicators Service Packages:  Soft Service  Engineering Service  Health, Safety and Security Service  Space Making Management  Commercial Service

The Board Managing Director Snr Mgr Hard Service Snr Mgr Hard Service Snr Mgr Soft Service Snr Mgr Soft Service Snr Mgr Administration Administration Quality Office FMO FMOStrategy & Biz Dev Strategy Back of House Enabling Facilities Stores & Workshops ContractContract Account Director FieldTeamFieldTeam ContractContract FieldTeamFieldTeam ContractContract FieldTeamFieldTeam ContractContract FieldTeamFieldTeam Snr Mgr HSSE Service Snr Mgr HSSE Service Snr Mgr Property Mgt Snr Mgr Property Mgt CallCenterCallCenter OutsourcedOutsourced StaffStaff EquipmentsSubcontractorsEquipmentsSubcontractors

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

During Development Planning:  Outline convenience of space descriptions  Outline convenience of finishing materials During Design Development:  Approve durability and functionality of materials During Construction:  Approve Testing & Commissioning  Take over premises and O/M manuals Post Construction/Asset Management:  Property Management & Operations  Operations of FM Service Target

Developer Facility Manager Project Manager Construction Team Lease Operations Tenancy Operations Tenant/Client < Developer Facility Manager Project Manager Construction Team Lease Operations Tenancy Operations Tenant/Client 2000 Developer Facility Manager Project Manager Construction Team Lease Operations Tenancy Operations Tenant/Client Developer Development Manager Facility Manager Project Manager Construction Team Lease Operations Tenancy Operations Tenant/Client 2005 <

1:5:20 Theory:  Respectively; costs of EPC and FM during the Life Cycle of a Building 4:3:2 Role:  Respectively; costs of Manpower, Consumables and Management to provide the FM Service Service Packages:  Tier One, Tier Two, and Tier Three ROI Framework:  Invoicing Cycle of 90:120 days  Recovery of Invested Capital in 3:5 years  Conservative Profitability 20%

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

Industry:  Regulated by Local Authorities (RERA & EDD)  Cos. provide Professional FM Service  Many Cos. provide independent bundlesMarket:  MENA Leader of $8 billion; with 11% growth  Estimated market value by 2045 at $700 billionResources:  The only MENA FM Consultant operate in UAE  Most MENA FM Professionals work in UAE.  MEFMA had been launched in UAE FM Contractors: Serco, Emril, Emcor, Dalkia, Imdad, Serve U, Farnek Avireal, Idama, Obron, and Drake & Scull FM Consultants: Reliance FM, Mace Macro

HSSEPackagesHSSEPackagesEngineeringPackagesEngineeringPackagesSoftPackagesSoftPackages Landscape & Gardens Landscape & Gardens Housekeeping Service Housekeeping Service Reception & Front Office Reception & Front Office Façade Cleaning Specialized Cleaning BMS Management BMS Management Engineering Management Plant Management ICT Management ICT Management AV Systems Service AV Systems Service Health Management Health Management Safety Management Environmental Management Environmental Management Security Management Pest Control Service Pest Control Service Look Look & Feel Feel Tier One Tier Two Tier Three

Service Packages:  Residential sector needs Basic Tier-1  Commercial sector needs the common Tier-2  High-End & Public needs Tier-3  Independent Permits for Security Services Target Clients:  Generally; Government and Public Sector  Corporates and Foreign-owned facilities  Educational & Healthcare facilities  Residential free-hold properties

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

Strengths:  Hands-on-the-trade with appropriate skills  Chances to attract professionals within UAE  Strong networking within UAEWeaknesses:  Mature market, with defined pros & consOpportunities:  Acute demand for reasonable service  Growing demand for quality and auditability  Diversify markets, Clients and Soft ResourcesThreats:  High competition on Rates

Clients FM Provider Landlord CR Mgt Call Center Planning Operations Satisfaction KPIs CAX Quality Manual

Corporate Targets:  To be among Top Ten FM Co. within 5 years  To be among Top Ten Market Leader in I-FM  To evolve into T-FM by 2020  To develop a parallel FM Training Service Commercial Targets:  To serve 30 million ft2 within 5 years  To be main service provider for the Government Financial Targets:  To turn from Debt into Profit in 2 years  Growth rate will be directed by the Board

ImplementationsImplementations Phase-3 Verification & Improvement Phase-3 Verification & Improvement Phase Four Projects Operations & Development Phase Four Projects Operations & Development Phase-2 Identification Phase-2 Identification Phase-1 Realization Sign Off AOA Sign Off AOA Y1M2Y1M1Y1 M4-6Y2Y1M2Y1 M6-12 Sign Off FMCO Sign Off FMCO Corporate Planning Proposal Sustainable Contracts & Projects Corporate Planning Corporate Formation Corporate Formation Corporate Expansion Resources Planning Mobilize Sign Off CONT-1 Sign Off CONT-1 Y3