Facilities Management Department Proposal of Change ETHRAA Group Dubai September 2009

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ETHRAAA Group The successful delivery of any project depends on reliable business partners. Ethraa solutions are structured to realize its vision of being a global leader in high quality development. Our tailored management solutions cover. Management consultancy Real Estate Energy Free Zone & Economic Cities Infrastructure National Strategic Projects ethraa strategy is to establish long-term business partnership with governments, financial institutes and selected private investors.

Contents FM Story Case Realization Change Plan Proposal

Project Team Adil M Abdalla 25 years of diverse assignments and contributions, which pot many professional disciplines to create a solid base for analysis, decision making, assessment and delivery. Assemble and lead teams for adequate processing and synergy to secure efficiency and Clients’ satisfaction. Arti Venkat BA LLB, MBA Associate Corporate Management K V Jagannath MCA Associate Information Technology Jayashree V BA Administration Associate Quality Management In Dubai; Contributed to Heritage Mgmt at DM, TECOM initiatives & projects, and DIFC development. In Malaysia, developing South Johor and CBD of Penang. Strong Advocate for measurable Quality, Knowledge implementations and CSR obligations. Mai Saloom BA Administration Administration Executive Associate Consultant; Ethraa, Istesharah, UWI, GLG Director & Board Member Medini-Malaysia, Director Technical Group-UWI, Director Projects & Assets Mgmt-DIFC Sayed H Zaidi BA Commerce, CFA, FPM Associate HR Development BA Arch. (MPhil/PhD Liverpool) ICOMOS, ULI, PMI, ACCE, APMG, PRINCE2, 6σ, MBIFM, IFMA TBN (Project Manager) The Project Manager

Consultancy Management Development Management Facilities Management Real Estate Value Chain Consultancy Management Project Management Development Management Facilities Management Asset Management ATM Initial Finance Shareholding Biz Appraisal Investment Consortium Stakeholding Marketing Sales Agreements Commitments Construction Contracts Tangibility Utility & Facility Obligations End-users Conceptuality Compliance Convenience Delivery Reliability Asset Development ATD Marketing Sales MKS Compliances KYC Initiation INI

Real Estate Cycle Revenues Landlord Premises Leasing EXECUTION Contracts Regulator Handover Design Package Construction Package OPERATIONS CR Mgt FM Packages Renovation Facilities Management Service Project Management Service

Analysis & Benchmarking International Knowledge Principles of FM 2000 Competencies Focus on Commercial Developments that require new standards of service to meet International Codes Method Flexible Operations allow effective PAX and timely CAX, built by 6σ models and developed by CRM Analysis & Benchmarking Establish service models that satisfy the changed culture and business demands International Knowledge Emphasis on scientific approaches, in parallel to best practices modeling (IFM) Integrated Facilities Management 21st Century Immature Market Mature Market Time Operating Margin +15% +/- 0% Single Service Providers I-FM Companies Increase of Service Portfolio Europe $ 22 Billions by 2011 GCC $ 900 Billions by 2030

FM Evolution 2000 2010< 1990 <1980 Development Manager Developer Facility Manager Project Manager Construction Team Lease Operations Tenancy Operations Tenant/Client Development Manager <1980 1990 2000 2010<

? Rethinking FM 2007 Global Worming Sustainability Wellbeing Viability of Maintenance Sustainability Global Resources Shortage Environmental Concerns Global Worming Green Initiatives Technology Incubation Cost Reduction New Business Modeling Increased Public Awareness Wellbeing Demand of Quality Service ?

Deliverables Requirements Corporate Structure Business Opportunities Corporate Framework Professionals & Resources Collaboration Mechanism Charter Of Company Standards Governance Deliverables Requirements

Vision Leadership Focus Passion Corporate Sustainability Initiative Vision The Board Governance Leadership Management Quality Focus CRM Policies KPI System Passion HCR Policies System Biz Development KM Policies Culture

Vision, Positioning & Branding Conclusions Vision, Positioning & Branding Corporate & Business Sustainability Team Development Procurement Strategies

Contents FM Story Case Realization Change Plan Proposal

WASL Asset Management Group Dubai Real Estate Corporation DREC Project Management Property Management Hospitality Management Investment Facilities Management Dubai Real Estate Corporation DREC Department of Real Estate Dubai Development Board

The Vision Operating Structure Realization-1 Public Interests Assets Development Assets Management Contributor Public Welfare Operating Structure Typical Vertical Departmental Conventional KPIs System Outsourced Contracts In-House Management Note-1: Scrutiny to align Corporate perspective to concurrent business challenges Note-2: Outsourcing Initiative is appreciated strategy for economic development

Rethinking Recruitment Professional Training Realization-2 Quality Management Rethinking Quality Quality Manual Assessment Governance Service Excellence CSR Policy Rethinking Recruitment Emiratization Focus Professional Training Professionalism Note-1: Insert quality in all activities as backbone of Worldly Facilities Management Note-2: Redefining Capacities, Roles and Responsibilities of Ops and FM Managers

Form of Contract Operations Realization-3 Commercial Based Conventional Risk Transfer Scope Definition Deliverables Based Operations In-House involvement Field Supervisors Ops Managers FM Managers Note-1: Restructure of Procurement based on Value Engineering & Cost Effectiveness Note-2: Evolution of operations supported by change planning and alignment

1 2 3 4 5 Operation Zones 1200 Villas 250 Bldg 22000 Units GFA 30mln ft2

Rethinking Vision & Mission Challenges Rethinking Vision & Mission CRM Models Customer Care or Relations CSR Policies Corporate Social Responsibility KM Implementations Strategy, Risk & Knowledge Management Operations Structure and Deliverables

Contents FM Story Case Realization Change Plan Proposal

Customer Expectations Business Opportunities Creating a Brand FM Portfolio Strategic Vision Customer Needs Business Targets Customer Expectations Business Constraints Market Trends Industry Standards Business Opportunities De-Facto Experience Launch Growth Positioning

Communicated Corporate Vision Road Mapping Success Planning Reporting Controlling Positive Reporting Complacency Incompetency Bureaucracy Ineffectiveness Negative Sustainable Success Role & Structure of Middle Management Communicated Corporate Vision Corporate Life Span

Defining Roles & Responsibilities Biz Development HR Mgmt Finance Mgmt Admin Mgmt Corporate Mgmt Quality Mgmt Management Client Mgmt Operations Mgmt Actions Inventory Operations Facilities Mgmt

Strategy & Biz Development Knowledge & Quality Mgmt Rethinking Corporate Corporate Mgmt Operations Management Operations Mgmt Consultancy Mgmt Development Mgmt Technical Audit Integration Mgmt Marketing & Sales Finance Mgmt Corporate Relations Strategy & Biz Development Project Mgmt Facilities Mgmt Procurement Mgmt Outsourcing Mgmt Administration Client Relations Governance & CSR Knowledge & Quality Mgmt

Strategy & Biz Development Example: Organizational Structure The Management Legal Counselor Auditor The Board Quality Strategy & Biz Development Actions Corporate Operations Process Mapping QA/QC Document Control Quality Audit Call Center Planning Deliverables Technical Audit Meeting Instructions CAX 911 Reporting PAX Biz Intelligence Client Relations Risk Mgmt Knowledge Mgmt

Merit of Engagement The Value Risk Responses Negative Opportunities Operations Management Negative Opportunities Qualitative Quantitative Tolerance Rates Scope Implications Cost/Schedule Quality Expectations Info Flow Skepticism Reporting System The Value

Example: Critical Success Factors (CSFs) Call Centre IDLE ! No Complaints; Scope is fully delivered Quality Centre CAX Regular Service are Comprehensive Proactive Actions Audit No Comments, Actions are fully done Measurable Company Level Client Level

FM System Procedures Call Centre SLA Regular Inspections Preventive Actions Baselines (Quality Manual) Specifications Deliverables Measures Approval Close-out SLA Records & Planning Certify Conformity Operations Management Complaints Notes Corrective Call Centre

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

Example: Client Involvement Delegate Service Provider Landlord The Client Call Center Operations Satisfaction KPI CAX Quality Manual Planning Quality Centre

Managing a Project PM Framework Planning Control The Client Execution The Client Verification Planning Financial Offer Cost Management Executer Close out Contract Scope Payment Terms of References Specifications Work or Effort Acceptance Time Quality

Contract Management Form of Agreement Definitions Body of Agreement Descriptions of Contract, and Contracted Parties Definitions Descriptions of Included Nouns, Processes, Actions and Deliverables Body of Agreement Standard Legal Clauses as per Law Referral Schedules Detailed Descriptions of Scope, Deliverables, Timeline, Staff, Terms of Payment, and Exclusions

Facilities Management Professional (FMP) Close-out Planning Legal Frame Execution/Control The Facilities Manager Work or Effort Requirements Pay Acceptance Scope/TOR Terms of Payment Proposal $$$ The Client Service Provider Verification Baselines Take over Award Close out Conditions Of Contract Product Identification Chain of Acceptance Lessons Learned

Example: Field Structure Account Senior Mgr Call Center Mgr Client Relations Mgr Reception Receptionist Mgr Soft Service Mgr Engineering Technician Housekeeping Supervisor Engineering Operatives Housekeeping Sr. Technician Engineering Technician Spot Check Supervisor BMS Technician Engineering Operatives Spot Check Technician Landscape Supervisor Car Parking Sr. Technician BMS Mgr Security Ops Operative Car Parking Technician BMS Supervisor Security Ops Mgr HSSE Guards Security Ops Admin Mgr Fit-out

Example: Document Control Template Parties Reference Quality Code Planning Performance Progress Request Instruction Report Acceptance Change Information Actions Irregular Weekly Monthly Purpose Subject Form Sender Receiver Followers Tracking No Date Summary Consignee

Call Center SMS E-Mail Telephone Account Managers Automated Actions Tracking (Two Ways) Telephone Receive; Explain Process (One Way + 911) E-Mail Formal Communications Account Managers One-To-One

Provide ID to Complaint System Architecture 1 2 Instruct Action to Take The Server Confirm Action is Taken Provide ID to Complaint Client Complaint Report Action Taken To Server From Server From Team Leader To Supervisor From Supervisor 7 3 6 4 5

Example: Quality Codes The Corporate Mgmt 01 Quality 02 Board 011 The Operations CRM 03 Soft 05 Eng 06 SM 07 Ancillary 09 Actions 04 CC 022 Clients 031 SLA 033 034 CEO 012 Legal 013 BDV 014 M&S 035 Ops 015 HR 016 Fin 017 RCD 023 QAQC 024 EOP 061 RCP 051 Plan 041 IOP 081 PLT 062 HSK 052 SPN 082 BMS 063 LDS 054 PAX 042 SDN 083 CAX 043 FTW 084 Proc 018 CPK 091 EVT 092 PTY 093 COM 094 Premises 032 Instruct 045 Report 046 Meeting 047 T-Audit 048 911 044 Audit 025 Close 049 QM 021 HSE PC 071 STY 072 HLT 073 SEC 074 ICT 064 A&V 065 FDC 053 ECO 075 IMT 085 BZS 095 THM 055

Operations Efficiency Key Performance Indicators (KPIs) System Quality Controls Time to Take the Action 1 KPI of Account Efficiency 7 2 Call Center 3 4 Team 5 Supervisor 6 Client Satisfaction Planning & Budgeting Operations Efficiency Procurement Planning HR Appraisals

Example: Quality Measures -5 % -1 % -3 % Schedule Control Budget Control Performance Control Failure to Satisfy The Client Failure to Meet Baseline Failure to Meet Milestones Technical Control Safety Control Failure to meet Quality Manual Failure to meet the Code Failure to Satisfy Peers The Facilities Manager 15,000 Events In 24 Months The Facilities Contractor 200,000 Events 3.10 3.90 4.85 10,080 2,160 45 14 3 0.63 Total Daily Defects Applications ISO 6σ Sigma Level Defects Per Million Actions 2 308,537 3 66,807 4 6,210, 5 233 6 3.4

Training Programs Tier 1 Team/Beginners Customized 10 Hours Tier 2 FM & FMP-wishful Customized 15 Hours Tier 3 FMP Certification Compulsory 35 Hours Tier 4 FM and FMP Customized 15 Hours Tier 5 Senior Managers Customized 10 Hours

Best Practices & Governance Focal Areas Best Practices & Governance Quality Management Knowledge Management Risk Management Change Management

Contents FM Story Case Realization Change Plan Proposal

Organization Structure Project Scope of Work Organization Structure Study of Alignment, Improvements, Upgrading, Development and Enhancement Roadmap for Business Consolidations, Sustainability, Development and Leadership Operations Management Quality Management Human Resources Information Management Procurement Management

Towards Industry Leadership Project Targets Organization Structure Towards Industry Leadership Operations Management Professional Facilities Managers Quality Management KPIs for Customer Choice Human Resources Emiratization, CSR & Training Information Management Automated Platform Procurement Management Deliverables Based Model

Project Time Line Human Resources Procurement Management Quality Management Organizational Structure Information Management M2 M4 M6 M8 Sign Off Contract Corporate Analysis Process Mapping Automated Info Sys Change Planning Integration Planning FM Procure. Policy Training Programs Quality Policies Cop Quality Manual Ops Quality Manual CRM Manual HR Manual Training Programs Close out Report

Project Communications Management Project Director Advisors Project Coordinator Project Manager Associates Contractors Project Administrator Departments Weekly Progress Report Minutes of Workshop Monthly Inventory Project Files Bi-Monthly Progress Meeting Minutes of Meetings Presentation To Management Deliverable Report

WASL FM Authorized Project Coordinator Form of Deliverables WASL FM Authorized Project Coordinator A4 size in 5 Copies APP Written Report Print out A4 size in 5 Copies APP Presentation Print out A4 size in 5 Copies APP Workshop Print out A4 size in 5 Copies APP Training Program

Project Deliverables M2 M4 M6 M8 Sign Off Contract Close out Report Project‘s Workshops & Analysis Status Report Process Mapping Automated Info Sys Project‘s Workshops & Analysis CRM Manual Change Plan Project‘s Workshops & Analysis Integration Plan Project‘s Workshops & Analysis FM Procure. Policy FM Quality Manual Strategy Support Cop Quality Manual Ops Quality Manual Procurement Support Quality Policies Branding Support HR Manual Training Programs Close out Report

Commercial Proposal M2 M4 M6 M8 Total AED 840,000 60,000 60,000 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 Monthly AED 60,000 AED 90,000 AED 90,000 AED 90,000 AED 90,000 Total AED 840,000 Delivery of Training Programs (Approximately AED 5000 per participant) Development of Automated Information System (Varies as per Final Architecture) Branding (Varies as per Branding and PR Scope)

Appoint a Project Coordinator WASL Obligations Appoint a Project Coordinator 3x Junior Staff for Incubation Allow Access to Needful Information Provide a Working Station

Acceptance of Proposal 5 wd Next Steps Acceptance of Proposal (Intention of Engagement) 5 wd Alignment with Corporation (Producing Final Proposal) 10 wd Sign off Service Agreement 5 wd Delivery of Service 120 wd Close out 15 wd