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
 Understand FM …….
Facilities Management’s … helping Clients attract
Effectiveness is and retain good
Measured Through employees by providing
an excellent working
environment
Value
‘FM
‘FM Is
Is About
About Organization
For Needs
Managing
Managing
People
Money
People and
and

ENVIRONMENT
Places
Places to
to
Infrastructure

WORKING
Achieve
Achieve Best
Best
Value Occupant
Value for
for Perceptions
Micro- Productivity
Money
Money byby environ
Balancing
Balancing Facility Services
Between
Between User
User
Needs
Needs and
and
Cost
Business
Business
Needs
Needs to
to
Achieve
Achieve
Optimum
Optimum
Organizational
Organizational
 Sector Overview in India

New Delhi
& NCR
( 20%)

Mumbai
(10%)
Pune Others
(10%) (10%)
Hyderabad
(5%) Others include
Bangalore Chandigarh, BBSR,
(35%) Chennai Indore, Jaipur, Vizag,
(10%) TVM, Calcutta etc

Total FM Market : Rs.225 Crores

 Future Growth Prospects
F Y 2003-04 F Y 20 04-05

Others IT/ITE 28 %
34% FY 2004-2005
42% S 4 4%

20% 19%
4% 9%

Area: 125 Million S q .ft Area: 15 8 M illio n S q .ft

Corporat
e Office Retail
FY 2005-2006

F Y 2 006 -0 7 F Y 2 00 5 -0 6

19% 23%

46%
48 %

18%
17 %
FY 2006-2007 13%
16% Are a : 2 0 1 M illio n S q .ft

Are a : 2 55 M illio n S q .ft

Foreign 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
• Dead animal pickups
 ZONAL SERVICES

• Grass Mowing
• Housekeeping
• Pest and Rodent Control
• Security
• Electrical and Mechanical Services
 STRATEGIC MANAGEMENT
STRUCTURE

Delivery Systems Maintenance Mgt

•Performance Plan
•Develop process improvement
plan
•Restructuring delivery
relationships
•Preventive maintenance
•Condition monitoring
•Corrective maintenance

Service Quality Measures Call Center/Help Desk

•Management Systems •Forward
•Health and Safety complaints/reports/orders to
•Staff Professional development appropriate person
•Monitor performance
•Maintain database of all calls
 SYSTEM OF MONITORING MUNICIPAL
SERVICES

Activity AGENCY TOP ZONE OBSERVATION

PERFORMANCE PERFORMANCE

Grass & weed

Mowing
Trash Collection `
■ Strategic Assets & Facilities Audit ---
Rodent Abatement
Technical Evaluation of Building state and
Abandoned Vehicles
services
Sanitation
Enforcement
■ Facilities Management
Parking Enforcement Incorporating quality controls, vendor
Street/ Sidewalk development, sub-contract management, house-
Repair
Street Cleaning
keeping services and systems management
Landscaping
Dead Animal Pick Up
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 Strategic
ModernAsset
Techniques
& Facilities Audit

S.no Servi ce Item Functions Benefits Remarks

1. Prope rty Co mputer Provides Call Cent er can be
Ma nagem ent Aid ed Facitlities Centralised established
Ma nagem ent expertise for a ll
matter
2. Financial Financial 7 Levels of Single Seat
Ma nagem ent So ftware Hierarchy Interface
integrated with
CAFM
3. Utilities Building I ntero perability Energy
Ma nagem ent Autom ation Viz HVAC, Ma nagem ent
Syst em Lighting, Building Efficiency of
Access, Security, system, Cost
Fire Fighting, Red uctio n, Better
W ork inform ation
Ma nagem ent M anage ment, Cost
Red uctio n, Better
Co ntrol Actions
4. Trash Large Super Colle ction on a Systematic meth od Recycling
Collection & cans (96 pe riodic basis. All of Tra sh collection colle ction-
recycling gallons) trash is bagg ed newspaper,
Collection and p ut in a super corruga ted
can. cupboa rds, foo d &
Bags out side the bevera ges, cans,
can a re allowed glass b ottle,
only for grass meta ls, p la stic etc.
clipper & leaves.
S.no Service Item Functions Benefits Remarks
5. Street Cleaning Mechanical Cleaning Street Regularise
Street Cleaning for mud and litter cleaning on a
periodic basis

6. Open Area Pressure Sweeping & Efficient and

Cleaning Cleaner, Floor cleaning of large modern methods
Scrubbers, open areas of cleaning
Driers
7. Security Electronic & A centralised
access control security system
system, Digital
video
Technology
8. Turf Mowing Commonly used High Productivity &
Management Equipment; for mowing large Quality
Blade Type, open areas performance.
Reel Type, Flail
& Rotary type

Sprayers Chemical Environmental

Sprayers and Concern,
Spreader Advanced
Technology,
Computerised
Sprayers.

Seeders Large coverage

area.

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FOR A SUCCESSFUL MALL ……
• A Carefully Conceived Design
AND
• A Good Management Team, managing
the functioning of the Mall.

Modern, Convenient, Technologically Well-

Equipped, Well -Maintained / Managed and
Promoted – Today’s Malls…..

Efficient Management requires:

• Integration of the Owner and

• The Mall Management Team

 Shopping Malls
City Centre, Kolkata
400,000 Sq.ft
March 2004 onwards

Metropolis-Hiland Park, Kolkata

175,000 Sq.ft
October 2004 onwards

Sigma Mall, Bangalore

150,000 Sq.ft
Oct 2004 onwards

Forum Mall, Kolkata

200,000 Sq.ft
April 2003 onwards
 Shopping Malls
High Street Phoenix Mall, Mumbai
450,000 Sq.ft
Nov 2002 onwards

The Zone, Nasik

100,000 Sq.ft
R Mall, Mumbai May 2004 onwards
250,000 Sq.ft
March 2004 onwards

Forum Mall, Bhubaneshwar

190,000 Sq.ft
March 2004 onwards
Shopping Malls
Sahara Mall, Gurgaon
237,000 Sq.ft
June 2003 onwards

Galaxy Mall, Gurgaon

160,000 Sq.ft
June 2004 onwards
Mall management : planning and strategy

PROPER PLANNING INCLUDES:

• VISITORS MANAGEMENT
• OCCUPANTS MANAGEMENT
• SOUND INFRASTRUCTURE
• CREATION OF AN AMBIENCE
 MALL MANAGEMENT : PLANNING AND
STRATEGY

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

Utilities
Management
• 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
Scope of Services
Service Management Management Minor Repairs
Functions
• Security • Quality Control • Equipments
• Electrical & Mechanical • Health and Fire Safety • Civil works
• DG & HVAC Operations • Preventive Management • Carpentry
• House Keeping • Energy Management • Masonry work
• Sanitary & Plumbing • Help Desk • Furniture
• Pest Control • Vendor Management & • Painting
• Landscaping Procurements • Trouble shooting
• Office Support Staff • Tender Processing • Project Work
• Water Effluent Treatment • Inventory Control
Plant Maintenance • Budgeting
• Parking Area Management
MALL MANAGEMENT: Typical Organization
Structure
 MALL MANAGEMENT : TYPICAL MALL
OPERATION SCHEDULE
OPERATION SCHEDULE
Description of Timings Duration Remarks

Mall Timings 9 AM- 9 PM 12 Hrs.

Major cleaning carried out before opening

of Mall for customers, in presence of
Cleaning Time 6 AM- 9 AM 3 Hrs. security staff.

Diesel Delivery 7 AM- 9 AM 2 Hrs.

Escalators generally require 5-6 hrs time

for maintenance work, in the presence of
Escalator / Lift Repairs 11 PM- 7 AM 8 Hrs. security staff.

To be carried out in the presence of

Garbage Disposal 7 AM- 8 AM 1 Hr. security staff.

Required by Inverters and/or emergency

Emergency Lighting - - lights in all common areas and shops.

Typical minor electrical faults in shops

Electrical Breakdown 24 Hrs. 24 Hrs. require 10mins to 40mins to repair.
Recommendation - Have ample number
of electricians at all times.

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
Air Conditioning areas and in the presence of shop
Maintenance Works 7AM- 10 AM 2-3 Hrs. owners for the shop.

All plumbing work to be done at night in

Plumbing Work 11 PM- 7 AM 8 Hrs. the presence of the security staff.
 Future trends
• The building industry is recognizing the benefits of an integrated
Facility Management Services and the trends are:
– the increased availability of industry specific software packages
that can provide for a wide range of FM requirements;
– data on assets such as buildings and equipment is being viewed as
corporate information that is best managed by the FM department
– increasing interest in web based access to the FM services for
improved access to information by the FM staff and others in the
organization;
– more emphasis on business process re-engineering and staff
training in order to maximize the use and benefits of the system;
– future interfaces with building automation systems in order to
achieve further operating efficiencies.