TOTAL

FACILITIES
MANAGEMENT
Made for Heriot-Watt University Malaysia
Double A Sdn. Bhd.

H00234187, Ahmad Musa b. Dhamiri Gunter (Author 1)

abd3@hw.ac.uk +6 011 2824 8626
H00285309, Ahmad Asyraf b. Hj. Lathif (Author 2)
ah135@hw.ac.uk +6 011 3626 5482

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TABLE OF CONTENTS:
1. INTRODUCTION AND IMPORTANCE OF FACILITIES
MANAGEMENT (FM)
1.1.Introduction on FM. . . . . . pg.03
1.2.Importance of FM. . . . . . pg.03
2. EVALUATION OF HARD AND SOFT FACILITIES
MANAGEMENT SERVICES
2.1.Soft Facilities Management Services. . . . pg.04
2.2.Hard Facilities Management Services. . . pg. 04
3. POST OCCUPANCY EVALUATION (POE)
3.1.What is POE?. . . . . . . pg.04
3.2.Evaluating Performance of a Facility and
Useful Methods of Data Collection
3.2.1. Partial User Participation. . . . pg.05
3.2.2. Full User Participation. . . . . pg.05
4. RECOMMENDATIO ON INTEGRATING STATE-OF-THE-ART
FM TECHNOLOGY
4.1.Omnidirectional Cameras. . . . pg.06
4.2.Advanced HVAC Technology. . . . pg.06
4.3.Automated Fm Software
4.3.1. Data Collection Software & Services. . pg.06
4.4.Building Information Modelling (BIM)
using Virtual reality (VR). . . . pg.07
4.5.Internet of Things (IoT). . . . . pg.07
5. QUALITY ASSURANCE OF HEALTH, SAFETY AND SECURITY
STANDARDS
5.1.Quality Management. . . . . . pg.07
5.2.Our Measures. . . . . . . pg.08
6. CONCLUSION. . . . . . . pg.08
7. REFERENCE LIST

H00234187, Ahmad Musa b. Dhamiri Gunter abd3@hw.ac.uk +6 011 2824 8626

H00285309, Ahmad Asyraf b. Hj. Lathif ah135@hw.ac.uk +6 011 3626 5482
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1. INTRODUCTION AND IMPORTANCE OF FACILITIES

MANAGEMENT (FM)

1.1. Introduction on FM

FM has become a vital aspect within the Built Environment as it gains more
recognition. The role of facilities management may vary in accordance to the needs of the
organization it is about to serve upon as it also covers a wide range of services, such as health,
safety, security and environment (HSSE), financial management, contract management, human
resources management among others (Atkin, 2015). An organization may opt to either fully
outsource or insource facilities management services, or either partly outsource or insource
facilities management services.
Barrett & Baldry (2003) defined FM as an integrated approach to operating,
maintaining, improving and adopting the buildings and infrastructure of an organization in
order to create an environment that strongly supports the primary objectives of that
organization.

1.2. Importance of FM

As can be understood from the introduction above, the extent of FM extends more to
than just the building’s physical aspects. when applying facilities management, the hard and
soft services of an organization and the core and non-core business of an organization is also to
be considered.
As such, an organization with proper facilities management application will have the
environment most suitable to its needs will be able to satisfyingly deliver its core business to
end-users, hence, able to boost its performance (Atkin, 2015).

2. EVALUATION OF HARD AND SOFT FACILITIES

MANAGEMENT SERVICES

Evaluation of Soft and Hard FM Services is relevant to the core and non-core business of an
organisation. For a university, the core business is mainly research and education whereas the rest
of the activities within the university is their non-core business. An organisation will always look at
cutting its running costs in its non-core business activities and this is where FM comes in (Author
1).
The Soft FM Services refers to function that help increases the comfort level of the occupants
and help in reducing stress levels where the services can be removed or added which determines
that some of the services may be deemed as non-compulsory. Hard FM Services are the bodily
functions of a building that are required by laws which ensures the health and safety environment
and cannot be physically removed (Author 2).

H00234187, Ahmad Musa b. Dhamiri Gunter abd3@hw.ac.uk +6 011 2824 8626

H00285309, Ahmad Asyraf b. Hj. Lathif ah135@hw.ac.uk +6 011 3626 5482
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We will now evaluate the Soft and Hard FM Services that is currently available in the existing
campus and any new Soft and Hard FM Services to be included in the upcoming campus extension
(Author 1).

2.1. Soft Facilities Management Services

Soft FM Services is related to the non-core business activities of Heriot-Watt University
Malaysia (HWUM). For example, the cafeteria and restaurants along the lower ground floor,
car parking services, emergency room located at near exit of east wing, security bay on each
level to monitor the area, waste disposal area at the underground car park, landscaping of the
rooftop area and the surroundings, vetting system to avoid cronyism and nepotism and cleaning
such as technical cleaning which concerns about the building facade and windows and
commercial cleaning which is the daily contract cleaning (Author 2, 2018).

These Soft FM Services which has been mentioned is also applicable to the new PJ2
building with the addition of several other new services to be introduced due to the soon-to-be-
added facilities which is non-existent in the present campus.

These services are such as swimming pool, gym, mailing room, futsal court, meeting
rooms, study centres, café, laundry and self-service laundrette, 24hour security with a multi-tier
security access and a bigger secure parking.

2.2. Hard Facilities Management Services

The Hard FM Services are Heat Ventilation Air Conditioning system (HVACs) which
supplies and distribute the air system inside the campus, lift maintenance to prevent lift
shutdown between floors, Plumbing and Drainage to regulate the flow of good water and waste
water, Fire security system by appointing a designated fire marshal to ensure safe evacuations
and a direct evacuation route, lighting around the campus, installation and maintenance of
generators room for emergency purposes, IT maintenance room to oversee cyber security as
well as technical alarms and regulated heating system where the temperature of air supplied is
constant and unable to be altered by the occupants (Author 2, 2018).

3. POST OCCUPANCY EVALUATION (POE)

3.1.What is POE?

POE’s purpose is to review project performance as well as identifying new duties that
can be undertaken during the In Use period of a building. With the inclusion of POE in the
RIBA Work of Plan 2013, the value of POE has significantly increased (Author 1).

H00234187, Ahmad Musa b. Dhamiri Gunter abd3@hw.ac.uk +6 011 2824 8626

H00285309, Ahmad Asyraf b. Hj. Lathif ah135@hw.ac.uk +6 011 3626 5482
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3.2.Evaluating Performance of a Facility and Useful Methods of Data Collection

The POE of a facility is done by investigating the measures of technical performance and
occupant satisfaction using the user-based systems or the expert-based systems (Barrett, 2014).
The user-based system gathers information from the occupants using questionaries
regarding the function of the building within a set of time. Whereas, the expert-based system
gathers the required information from professional personnel that covers more subjects
compared to the user-based system. For facility managers, the standard way of doing POE is by
the user-based systems (Barrett, 2014).
The user-based system is further broken down into three category such as partial user
participation, full user participation and management POE. Our company would approach
either partial user participation and full user participation (Barrett, 2014).

3.2.1. Partial User Participation

This method comprises of three stages namely, indicative POE, investigative POE
and diagnostic POE which contains the similar procedures of planning, approach and
application. The three stages also indicate what should bevaluated in the short, medium
and long term in the life of a facility. Here, users are involved only when needed by
evaluators (Barrett, 2014).
Stage 1: Indicative POE is done between a period of 3 to 6 months by an experienced
worker who extracts only important components using methods such as staff interviews,
archival document and walk-throguh evaluations. A short report is then used to present
the methods used, outcome and recommendations (Barrett, 2014).
Stage 2: Investigative POE is done between a period of 9 to 18 months, carried out
when issues are detected in Stage 1. A further study through sophisticated data
collection is made regarding the problem and comparisons with buildings of similar
technologies. The evaluators then presents the identified problem with its solution in a
report (Barrett, 2014).
Stage 3: Diagnostic POE is done between a period of 3 to 5 years aimed at enhancing
the evaluated facility and upcoming buildings with similar facilities/type using a multi-
method strategy which allows comparisons with other facilities (Barrett, 2014).

3.2.2. Full User Participation

This method comprises of three stages namely, introductory meeting, touring
interview and review meeting who requires the involvement of 3 groups, participant
groups, facilitators and managers. Here, full co-operation of users is required
throughout the duration of the POE stage (Barrett, 2014).
Participants group give constructive feedbacks. These group of users should be from
different section in term of how they use the facility provided. They would be the main
group to be fully involved during this method (Barrett, 2014).
Facilitators is a support group to assist participant groups in their feedbacks. They do
not conduct any kind of evaluation (Barrett, 2014).

H00234187, Ahmad Musa b. Dhamiri Gunter abd3@hw.ac.uk +6 011 2824 8626

H00285309, Ahmad Asyraf b. Hj. Lathif ah135@hw.ac.uk +6 011 3626 5482
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Managers whose role is solely administrative are the ones to approve the evaluations
and are responsible in carrying out while managing the actions of the outcomes (Barrett,
2014).

4. RECOMMENDATION ON INTEGRATING STATE OF THE ART

FACILITIES MANAGEMENT TECHNOLOGY

Application of state-of-the-art technologies in FM has now become a trend in this

industry due to its great impact in facility operations. As of now, the state-of-the-art FM
technology that we offer is stated in the following sub-sections (Author 1).

4.1. Omnidirectional cameras

They are cameras which provide a full 360-degree field of view on a horizontal plane in
a spherical visual field so it enables the observation of an entire room with a single camera. It
allows us to inventory and maintain a space, provides photographic images assets and floor
plans which can be used to audit, walkthrough and troubleshoot when investigating a problem.
These cameras are also Virtual Reality (VR) integrated for an immersive look into a space
(AkitaBox, 2018).

4.2. Advanced HVAC Technology

Our HVAC system implemetns “green” concepts is well suited with HWUM whom is
based on sustainability. With the use of our advanced HVAC system that comes with a
building automation system, it functions to give early notifications of equipment malfunctions
allowing preventions of total equipment malfunction, hence saving costs (Perkerwicz, 2018).

4.3. Automated FM Software

With the use of an automated FM software, you will be able to document information and
knowledge. When a work order is created, the relevant information will pop up (Perkerwicz,
2018).

4.3.1. Data Collection Software & Services

This feature comes along with FM software. It is a mobile tool which allows fast
data collection, accurate and up-to-date informations to be stored in FM software.
Some of these mobile tools are also wearable. This allows personnel to work
independently from the office utilizing Wi-Fi that would centralized all the information.
This device also is operatable in offline conditions.
Benefits of using such devices are that it can translet languages during offline
mode, montoring of physical functions of the worker, environmental evaluations with
access to checklist while integrating with computer system and provide a tracking
system while comparing data against windshield time.

H00234187, Ahmad Musa b. Dhamiri Gunter abd3@hw.ac.uk +6 011 2824 8626

H00285309, Ahmad Asyraf b. Hj. Lathif ah135@hw.ac.uk +6 011 3626 5482
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4.4. Building Information Modelling (BIM) using Virtual reality (VR)

BIM is software that assists contractors and designers to construct with detailed
precision a virtual model of construction project to help identify the type of building erected
(Perkerwicz, 2018). VR in BIM software are relatively new to help in inputing data of building
floor plan and provide the designers a virtual walkthrough into the intended construction. This
walkthrough is not only limited to visual but also includes audio in the simulation. This type of
software helps in reducing the cost and time consumption (AkitaBox, 2018).
VR BIM provides features such as a real time feedback of the digital floor plan, allows
virtual modifications before the actual construction commences and provide a safe training
platform for engineering to practice on virtual grounds (AkitaBox, 2018).

4.5. Internet of Things (IoT)

IoT allows us to connect all of the different technologies above. This software are a way
to incorporate outdated facilities which can be integrated into a newer designed building
(AkitaBox, 2018).
Features of IoT are such an integrated automated security, evaluating the performance of
the equipment, a central hub for data collection and a linking systems that connects the
mechanical system of building with another different building within the system (AkitaBox,
2018).

5. QUALITY ASSURANCE OF HEALTH, SAFETY AND SECURITY

STANDARDS

As a value-added service, we ensure Quality Assurance (QA), Quality Control (QC) and
Quality Improvement (QI) which we call the 3Q Management, where we will allocate a dedicated
team of professionals who have been specifically trained in the 3Q Management (Author 1, 2018).

5.1. 3Q Management
QA forms are planned to guarantee that items or administrations are conveyed reliably and in a
deliberate, dependable design. QA incorporates control of the nature of materials utilized;
operational strategies; and administration, conveyance and examination forms (Pickard, 2010).
QC strategies are planned to guarantee that the item or administration clings to a characterized
set of value criteria or meets the prerequisites of the customer or client. QC exercises incorporate
review, testing or factual examination to look at real yield against targets (Pickard, 2010).
QI is the zone of value administration with the most extensive conceivable scope of
methodologies. Administration scholars and scholastics have created a wide range of strategies for
quality improvement that are important to offices supervisors. These cover benefit change, process
change and individuals-based change (Pickard, 2010).

5.2.Our Measures

H00234187, Ahmad Musa b. Dhamiri Gunter abd3@hw.ac.uk +6 011 2824 8626

H00285309, Ahmad Asyraf b. Hj. Lathif ah135@hw.ac.uk +6 011 3626 5482
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As an external company, there are issues regarding about how we could protect the
Health, Safety and Security for the occupants in the university. Our company have a general
policy that revolves around providing and maintaining as well as guaranteeing alignment of
equipment with the rules and regulation. The company would conduct a risk assessment
beforehand to identify existing risks and possible risk in the future. Any works done within the
campus would follow rules and regulations set up by the “Perbadanan Putrajaya” (Author 2,
2018).
The safety aspects of any work done would be supervised by an experienced worker.
The supervisor would regularly check the progress of such works. Any problems regarding the
equipment and facility installed within by the campus would directly be detected by the
company by the equipment with a centralized system. This company also guarantees that an
officer would be dispatched to campus within the hour of the incident. Coverage of the repair
cost and any replacement of the parts would be covered and provided by the company until it
finishes conducting a standard Post Occupancy Evaluation takes place (Author 2, 2018).
Our company would also establish a set of policy and procedures to help in operating
installed equipment and assist the occupants in times of emergency. With any new installation
of any minor equipment and facility in the campus, the company would provide a detailed
functions to an authorized occupant. The company would also provide a revised emergency
route of the stage one building and for the second stage building. A fire drill would be
conducted and supervised by appointed personnel of the company that is scheduled to occur
once a year during the early start of a semester (Author 2, 2018).
To prevent unwanted guests in the campus, our security would utilise the existing gates
with scanners would only give access to the occupants. This would also extend to lecture
rooms where Identification card would be needed to gain entry. Personnel who are stationed
there from the company would be properly registered by undergoing security checks by the
company itself. Also, workers stationed there would be have full access to all the facilities and
must require authorization from the university to enter enclosed areas (Author 2, 2018).

6. CONCLUSION

We strongly assure you that employing our company is an effective alternative at

managing your assets as well as being cost-efficient. We eliminate services without value that
may add to the costs through practicing value management principles and value engineering
principles.
Should you employ us, we will come up with a document of service specification and
service level agreement (SLA) where specifics of quality in our service will be mentioned
inclusive of rewards, penalties, flexibilities (Atkin, 2015).
We look forward in working together with you.

H00234187, Ahmad Musa b. Dhamiri Gunter abd3@hw.ac.uk +6 011 2824 8626

H00285309, Ahmad Asyraf b. Hj. Lathif ah135@hw.ac.uk +6 011 3626 5482
9

7. REFERENCES
AkitaBox (2018) Revolutionary Technology in Facility Management of 2017. AkitaBox. Available at:
https://cdn2.hubspot.net/hubfs/2095256/Gated%20Content/Revolutionary%20Technology%20in
%20Facility%20Management.pdf.

Atkin, B. (2015) Total facility management / Brian Atkin and Adrian Brooks. Fourth edition. edn.
Edited by Brooks, A. Chichester: Chichester : Wiley-Blackwell.

Barrett, P. (2014) Facilities management : the dynamics of excellence / by Peter Barrett and Edward
Finch. Third edition. edn. Edited by Finch, E. Chichester, West Sussex: Chichester, West Sussex :
John Wiley & Sons Inc.

Perkerwicz, L. (2018) The 5 Biggest Innovations in Facility Management Technology. Available at:
https://blog.akitabox.com/the-5-biggest-innovations-in-facility-management-technology (Accessed: 27
February 2018).

Barrett, P.S. & Baldry, D. (2003) Facilities Management: Towards Best Practice, Second edn.
Blackwell, Oxford.

Pickard, M. (2010) Facilities management from A to Z, Quality management

H00234187, Ahmad Musa b. Dhamiri Gunter abd3@hw.ac.uk +6 011 2824 8626

H00285309, Ahmad Asyraf b. Hj. Lathif ah135@hw.ac.uk +6 011 3626 5482