By Vinod Jain

` ` ` ` ` ` ` ` ` Introduction : What is facility Management? Definitions Role Facility Managers Facility Management in Kuwait Key characteristics Case Study : Retail Destination Future Trends/Conclusion Bibliography .

The Facility Management is managing all the support system which is required for operating core operation of business from janitorial services to maintenance of equipments. Privatization and Globalization (LPG). The market became open for everyone and there is tremendous competition among the rivals to provide best product or services at the optimum cost. Hence. every company concentrates over their core business and outsourced the rest of the supporting function to minimize the operation cost.What is Facility Management? The concept of facility management services gained prominence in India after liberalization. equipment and people who operate them with in. There are mainly two types of Facility Management Services: ` Soft Services: Involvement of Human skill ` Hard Services: Involvement of electrical and mechanical equipments with humanskill . production support system to staffing solution. creating esuriently healthy work environment to maintain aesthetic ergonomics of the organization.´ The Facility Management services maximize value and provide efficient management services at lower operating cost and maintaining high service level. ³Facility management is the collaboration of the people and services to enhance the efficiency and effectiveness of the given space and work environment including the ambience. In a nutshell.

. builders. estates which encompasses both building fabric and services. . reliably. two more facility management services came into existence due to the complexity of the business which requires integration of both. The services are sometimes considered to be divided into "hard services" and "soft services. i." Hard services include such things as ensuring that a building's air conditioning is operating efficiently. soft and hard services. safely and legally. The term "facility management" is similar to "property management" but often applied only to larger and/or commercial properties where the management and operation is more complex. Soft services include such things as ensuring that the building is cleaned properly and regularly or monitoring the performance of contractors (e.e.g. Some or all of these aspects can be maintained by data-rich computer programs.From the last few years. They are: ` Production Support System In business. electricians). facility management (or facilities management) is the management of building.

integrates the principles of business administration. architecture. processes and technology. The British Institute of Facilities Management has formally adopted the CEN definition but also offers a slightly simpler description: .³ Another broader definition provided by IFMA is: "The practice or coordinating the physical workplace with the people and work of the organization. The definition of FM provided by the European Committee for Standardization (CEN) and ratified by BSI British Standards is: ³Facilities management is the integration of processes within an organization to maintain and develop the agreed services which support and improve the effectiveness of its primary activities´. place. and the behavioral and engineering sciences.³ In the UK and other European countries facilities management has a wider definition than simply the management of buildings and services.One definition provided by the International Facility Management Association (IFMA) is: "A profession that encompasses multiple disciplines to ensure functionality of the built environment by integrating people.

The industry is also responsible for: ` ensuring that services are delivered in a way that contributes to the productivity and profitability of those people who utilize a facility. ` reducing the impact of the use of facilities on the environment. . Facilities can be generally defined as buildings."Facilities management is the integration of multi-disciplinary activities within the built environment and the management of their impact upon people and the workplace". security and cleaning as well as more highly technical services required for the efficient operation of a facility. properties and major infrastructure. ` minimizing operational life cycle costs of facilities. also referred to within the Facility Management industry as the "built environment". The primary function of Facility Management (FM) is to manage and maintain the efficient operation of this "built environment". ` repairs and maintenance.

. single small building custodial services) to the large scale (such as Johnson Controls' operation of Chrysler manufacturing) or even on an international scale (e.g. The facility manager generally has the most influence upon the quality of life within a facility. global service provision to a multinational corporation).g. Facilities Management is also provided by larger property managers such as CLUTTONS who act on behalf of their Landlord/Owner Clients. Facility management may range from the small scale (e. Some facility management companies (e.g. Regus) have grown to simply provide environments which other organizations may rent Office space on demand in order to do business in a "hotel³ environment.It is the role of facility management to ensure that everything is available and operating properly for building occupants to do their work.

` Operational management level. maintenance. FM is becoming an essential element in the effective running of public and private sector organizations. ` . making very high level decisions and contributing to strategic planning. They may operate at a: ` strategic level. facility managers play a vital role in the realization of business objectives and in the coordination of the daily operations of facilities and the organization that use them.Facility managers can be responsible for managing all aspects of a facility or facilities. dealing with more technical issues such as repairs. security and cleaning. Involved in a myriad of disciplines.

Pulls in services of high level people from member companies for ad hoc representation and policy development purposes Makes best use of appropriate information technology to optimize costs and improve quality of services to members ` Is legitimate ` ` ` Represents a discrete commercial sector and seeks to cover all products. its customers and suppliers to enhance competiveness Forms appropriate links with other representative bodies Prepared to work with non members where appropriate and co-operate with other associations in allied sectors on matters of joint concern Services ` ` ` Works proactively to improve the members/sectors profitability and competiveness Works effectively to represent the members/sectors interests at all levels of the legislative and regulatory process Promotes training and education . Meets sufficiently regularly to direct action/strategy Broadly based membership with large and small businesses and the key players ` Is progressive ` ` ` Promotes co-operation within the sector and between the sector.Is effective ` Professional and ethical in its approach. Attracts and retains high caliber staff. services and processes Members represent substantial proportion of sector in terms of output or numbers of companies Governing Council includes representative from the largest companies in the sector and a fair cross section of other members.

g. market trends. employment. standards ` Arranges briefings and conferences for members on key issues ` Initiates and co-ordinates relevant action ` Ensures provision of sound advice on legal. parliamentary affairs. and statistical intelligence on overseas competitors.Works proactively to improve the sectors profitability and competiveness ` Designs and implements support services ` Monitors Government initiatives/support and helps members take advantage of them ` Adopts proactive approach to meeting shortcomings identified by bench marking activities Works effectively to represent the sectors interests at all levels of the legislative regulatory process ` Has an effective mechanism for consulting members and understanding their views ` Monitors and anticipates the legislative process and ensures that its views on pertinent members issues are addressed Supplies sound information and advice for members ` Seeks out information relevant to members e. health and safety and environmental issues . patents.

Promotes good public relations and communications ` Ensures positive public image of the sector its products and services ` Acts as a focal point for public and media enquires about the sector and represents the sector to the media Promotes training and education ` Determines skills requirements for the sector for short and long term ` Works with relevant industry training organizations. professional institutions and training bodies ` Promotes training standards and qualifications for the sector Promotes innovation and technology transfer ` Identifies technology needs of the sector and promotes transfer ` Co-ordinates and commissions pre-competitive research and technology work on behalf of the sector ` Ensures technical advice is devolved to members . other employer organizations.

managing the functioning of the Mall.Retail Destinations The main points to consider when it comes to a successful mall are as follows ` A Carefully Conceived Design AND ` A Good Management Team. If they are not managed properly then there would a negative feedback against the management and it would also include having a proper sanitary service. The main points to be considered are as follows: . ambience and restaurants etc. retailers in the mall etc. Efficient management of the mall requires: ` Integration of the Owner and ` The Mall Management Team The points to be considered when it comes to planning are as follows : ` Visitor Management People visiting the malls need to be carefully managed as it would lead to various problems. ` Occupants management The Occupants of the mall would include the staff. these need to be carefully managed and kept happy at the same time because these are considered as a major factor in keeping the customers happy.

And at the same time it should consider the tastes of various customers based on say age group. For example a potential customer who¶s interested in buying a music system would look for it in the electronics section and if all the electronics are not kept in a particular area of the mall he/she would not be happy walking around various corners to look for various options. And other facilities in the mall. A. ` ` The main points to be considered for a good infrastructure are as follows: ` ` ` ` ` ` ` ` ` ` 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. This would include having a proper organised structure of shops.` ` ` ` ` ` ` Help desk Periodic feedback Coordinate construction of shops Billing Collections Attending to grievances & complaints Ensure observance of rules & regulations of the mall Sound Infrastructure ` Infrastructure of a mall is what attracts public and potential customers. System with Channeled Music Emergency Lighting in all areas Toilets .separate for customers & staff .

They actually realize what is their need and how can it be satisfied.Creation of Ambience Ambience is something which actually changes the mood of a person. It mainly influences the buying behavior of the customers. Scope of Service 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 Supp Service Management ` Security ` Electrical & Mechanical ` DG & HVAC Operations ` House Keeping ` Sanitary & Plumbing ` Pest Control ` Landscaping ` Office Support Staff ` Water Effluent Treatment Plant Maintenance ` Parking Area Management . It should be created in such a manner that the public should feel good walking around in such an ambience.

Management Functions ` Quality Control ` Health and Fire Safety ` Preventive Management ` Energy Management ` Help Desk ` Vendor Management & Procurements ` Tender Processing ` Inventory Control ` Budgeting Minor Repairs ` Equipments ` Civil works ` Carpentry ` Masonry work ` Furniture ` Painting ` Trouble shooting ` Project Work .


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.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. Future interfaces with building automation systems in order to achieve further operating efficiencies. Data on assets such as buildings and equipment is being viewed as corporate information that is best managed by the FM department. .

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