35711947 mall management

8/8/2019 35711947 Mall Management

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FACILITY MANAGEMENT IN THEFACILITY MANAGEMENT IN THE

INDIAN CONTEXTINDIAN CONTEXT

Presentation by

Lt. Col. Ashutosh Beri (Retd.)

Workplace Management & Consultants Pvt Ltd

( A Subsidiary of Chesterton Meghraj)

4th December 2004


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ContentsContents

Sector Overview in India

Future growth prospects

Issues in Facility Management in Indian context

Foreign systems in Indian Context do they work??

Case studies


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FM Is About

ManagingPeople andPlaces to

Achieve BestValue forMoney by

BalancingBetween UserNeeds andBusinessNeeds toAchieve

OptimumOrganizational

FM Is About

ManagingPeople andPlaces to

Achieve BestValue forMoney by

BalancingBetween User

Needs andBusinessNeeds toAchieve

OptimumOrganizational

OccupantPerceptions

OrganizationNeeds

Cost

Productivity

Infrastructure

Micro-environ

Facility ServicesWORKIN

G

ENVIR

ONME

NT

ValueValue

ForFor

MoneyMoney

ValueValue

ForFor

MoneyMoney

Facilities ManagementsEffectiveness is

Measured Through

helping Clients attract

and retain goodemployees by providingan excellent workingenvironment

Understand FM .Understand FM .


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Sector Overview in IndiaSector Overview in India

New Delhi

& NCR

( 20%)

Mumbai

(10%)

Pune

(10%)

Bangalore

(35%) Chennai

(10%)

Hyderabad(5%)

Others

(10%)

Others includeChandigarh, BBSR,Indore, Jaipur, Vizag,TVM, Calcutta etc

Total FM Market : Rs.225 Crores


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Future Growth ProspectsFuture Growth Prospects

44%

9%19%

28 %

Area: 15 8 Million S

FY 2004-05

46%

13%

18%

23%

FY 2005-06


48%

16%

17%

19%

FY 2006-07


42%

4%20%

34 %

Area: 125 Million S

FY 2003-04

IT/ITE

S

RetailCorporate Office

OthersFY 2004-2005

FY 2005-2006

FY 2006-2007


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Foreign systems in Indian Context- doForeign systems in Indian Context- do

they work??- Issuesthey work??- Issues

FM companies are brought in at a late stage of theproject.Cost of fixing an error rises dramatically,withhighest cost during the operations phase

Large organization should focus on Strategic AssetManagement-Property performance, planningtools,delivery methods etc

Capacity to pay to service providers is limited. Only richprojects make use of technology /hi-tech equipments

Environment,health and safety issues given lessimportance


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Facility Management - Indian ContextFacility 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


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How we have innovated to cater toHow we have innovated to cater to

our Indian clientsour Indian clients

Case studies: Integrated township

Retail destinations


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TOWNSHIP-FM COMPONENTSTOWNSHIP-FM COMPONENTS

MUNCIPAL SERVICES

ZONAL SEVICES


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MUNICIPAL SEVICESMUNICIPAL 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


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ZONAL SERVICESZONAL SERVICES

Grass Mowing

Housekeeping

Pest and Rodent Control Security

Electrical and Mechanical Services


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STRATEGIC MANAGEMENTSTRATEGIC MANAGEMENT

STRUCTURESTRUCTURE

Delivery SystemsPerformance Plan

Develop process improvement

planRestructuring deliveryrelationships

Maintenance MgtPreventive maintenance

Condition monitoring

Corrective maintenance

Service Quality Measures

Management SystemsHealth and Safety

Staff Professional development

Call Center/Help Desk

Forwardcomplaints/reports/orders toappropriate person

Monitor performance

Maintain database of all calls


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b a c k n e x th o m e

s Strategic Assets & Facilities Audit ---Technical Evaluation of Building state and

services

s Facilities Management

Incorporating quality controls, vendordevelopment, sub-contract management, house-

keeping services and systems management

Activity AGENCY TOPPERFORMANCE

ZONEPERFORMANCE

OBSERVATION

Grass & weedMowing

Trash Collection `

Rodent Abatement

Abandoned Vehicles

SanitationEnforcement

Parking Enforcement

Street/ SidewalkRepair

Street Cleaning

Landscaping

Dead Animal Pick Up

SYSTEM OF MONITORING MUNICIPAL

SERVICES


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Strategic Asset & Facilities AudiModern Techniques

S.no Service Item Functions Benefits Remarks

1. PropertyManagement

ComputerAided FacitlitiesManagement

ProvidesCentralisedexpertise for a llmatter

Call Center can beestablished

2. FinancialManagement

FinancialSoftwareintegrated withCAFM

7 Levels ofHierarchy

Single SeatInterface

3. UtilitiesManagement

BuildingAutomationSystem

I nteroperabilityViz HVAC,Lighting, BuildingAccess, Security,Fi re Fighting,W orkManagement

EnergyManagementEfficiency ofsystem, CostReduction, BetterinformationManagement, CostReduction, BetterControl Actions

4. TrashCollection &recyclingCollection

Large Supercans (96gallons)

Collection on aperiodic basis. Alltrash is baggedand put in a supercan.Bags outside thecan are allowedonly for grass

clipper & leaves.

Systematic methodof Trash collection

Recyclingcollection-newspaper,corrugatedcupboards, food &beverages, cans,glass bottle,metals, plastic etc.


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b a c k n e x th o m e

S.no Service Item Functions Benefits Remarks

5. Street Cleaning MechanicalStreet Cleaning

Cleaning Streetfor mud and litter

Regularisecleaning on aperiodic basis

6. Open AreaCleaning

PressureCleaner, FloorScrubbers,Driers

Sweeping &cleaning of largeopen areas

Efficient andmodern methodsof cleaning

7. Security Electronic &access controlsystem, Digital

videoTechnology

A centralisedsecurity system

8. TurfManagement

MowingEquipment;Blade Type,Reel Type, Flail& Rotary type

Sprayers

Seeders

Commonly usedfor mowing largeopen areas

ChemicalSprayers andSpreader

High Productivity &Qualityperformance.

EnvironmentalConcern,AdvancedTechnology,ComputerisedSprayers.

Large coveragearea.


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FOR A SUCCESSFUL MALL FOR A SUCCESSFUL MALL

A Carefully Conceived Design

AND

A Good Management Team, managingthe functioning of the Mall.

Efficient Management requires:

Integration of the Owner and

The Mall Management Team

Modern, Convenient, Technologically Well-Equipped, Well -Maintained / Managed and

Promoted Todays Malls..


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Metropolis-Hiland Park, KolkataMetropolis-Hiland Park, Kolkata

175,000 Sq.ft175,000 Sq.ftOctober 2004 onwardsOctober 2004 onwards

Shopping MallsShopping Malls

City Centre, KolkataCity Centre, Kolkata400,000 Sq.ft400,000 Sq.ft

March 2004 onwardsMarch 2004 onwards

Forum Mall, KolkataForum Mall, Kolkata

200,000 Sq.ft200,000 Sq.ftApril 2003 onwardsApril 2003 onwards

Sigma Mall, BangalorSigma Mall, Bangalor

150,000 Sq.ft150,000 Sq.ftOct 2004 onwardsOct 2004 onwards


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The Zone, NasikThe Zone, Nasik

100,000 Sq.ft100,000 Sq.ftMay 2004 onwardsMay 2004 onwards


High Street Phoenix Mall, MumbaiHigh Street Phoenix Mall, Mumbai

450,000 Sq.ft450,000 Sq.ftNov 2002 onwardsNov 2002 onwards

R Mall, MumbaiMall, Mumbai

250,000 Sq.ft50,000 Sq.ft

March 2004 onwardsarch 2004 onwards

Forum Mall, BhubaneshwarForum Mall, Bhubaneshwar

190,000 Sq.ft190,000 Sq.ftMarch 2004 onwardsMarch 2004 onwards


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Galaxy Mall, GurgaonGalaxy Mall, Gurgaon

160,000 Sq.ft160,000 Sq.ft

June 2004 onwardsJune 2004 onwards


Sahara Mall, GurgaonSahara Mall, Gurgaon

237,000 Sq.ft237,000 Sq.ftJune 2003 onwardsJune 2003 onwards


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Mall management : planning and strategyMall management : planning and strategy

PROPER PLANNING INCLUDES:

VISITORS MANAGEMENT

OCCUPANTS MANAGEMENT

SOUND INFRASTRUCTURE

CREATION OF AN AMBIENCE


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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 ANDMALL MANAGEMENT : PLANNING AND

STRATEGYSTRATEGY


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OCCUPANT MANAGEMENT:

Help desk

Periodic feedback

Coordinate construction of shops Billing

Collections

Attending to grievances & complaints

Ensure observance of rules & regulations of the mall

Mall Management : Planning andMall Management : Planning and

StrategyStrategy


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Scope of ServicesScope of Services

UtilitiesManagement

Service Management ManagementFunctions

Minor Repairs

Fire Detection and firefighting 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

Security Electrical & Mechanical DG & HVAC Operations House Keeping Sanitary & Plumbing Pest Control Landscaping Office Support Staff

Water Effluent TreatmentPlant Maintenance

Parking Area Management

Quality Control Health and Fire Safety Preventive Management Energy Management Help Desk Vendor Management &

Procurements Tender Processing

Inventory Control Budgeting

Equipments Civil works Carpentry Masonry work Furniture Painting Trouble shooting Project Work


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MALL MANAGEMENT: Typical Organization

Structure


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MALL MANAGEMENT : TYPICAL MALL

OPERATION SCHEDULE

Description of Timings Duration Remarks

Mall Timings 9 AM- 9 PM 12 Hrs.

Cleaning Time 6 AM- 9 AM 3 Hrs.

Major cleaning carried out before opening

of Mall for customers, in presence of

security staff.

Diesel Delivery 7 AM- 9 AM 2 Hrs.

Escalator / Lift Repairs 11 PM- 7 AM 8 Hrs.

scaaors generayrequre - rs me

for maintenance work, in the presence of

security staff.

Garbage Disposal 7 AM- 8 AM 1 Hr.

To be carried out in the presence of

security staff.

Emergency Lighting - -

Required by Inverters and/or emergency

lights in all common areas and shops.

Electrical Breakdown 24 Hrs. 24 Hrs.

Typical minor electrical faults in shops

require 10mins to 40mins to repair.

Recommendation - Have ample number

of electricians at all times.

Air Conditioning

Maintenance Works 7AM- 10 AM 2-3 Hrs.

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

areas and in the presence of shop

owners for the shop.

Plumbin Work 11 PM- 7 AM 8 Hrs.

All plumbing work to be done at night in

the resence of the securit staff.

OPERATION SCHEDULE


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Future trendsFuture 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.


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Thank You

Registered Office:

7th Floor, Unitech House, L Block, South City-IGurgaon, Haryana-122001

Phone: 0124-5083336/7/8 Fax: 0124-5083390

Email : [email protected]

We can be contacted at:

Workplace Management & Consultants PvtLtd

35711947 mall management

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