FM CHALLENGES; A Client Perspective

1. FM CHALLENGES; A Client Perspective Creating a Model for Cross-Boarder Scope Adil Abdalla, MBIFM, IFMA, PMI, ULI, APMG Dubai – November 2007

2. Business Framework Managing Expectations Lessons Learned

3. Dubai FM 2007 Derivatives Value Inward Investment Skills Shortage Massive Real Estate Development Legislation Support Maturity of investment Cycle Awareness of Corporate Liabilities Sustainability of Service AED 2.5 billions FM Market 2005 Currently; NO I-FM Service Providers Global Average Rate ft2/AED 17 Rates for Residential AED/Sq ft 9-12 Rates for Office AED/Sq ft 12-22 Rates for Retail AED/Sq ft 22-35 Annually new 50,000 Residential Units 5 billions ft2 new spaces 2007/2009 Currently Customers seeking Quality Current demand Sq ft 600,000,000 Current main Player Sq ft 200,000,000 Current minor Players Sq ft 10,000,000 FM Expo is a MENA annual venue Growing FMBG Eight Main Players Many small players Growing Int’l Joint-Venturing No I-FM /TFM till end of 2007 Progress Demand

4. I-FM Portfolio Property Management Building Operations & Maintenance Ancillary &Support Service Renter- Oriented Owner- Oriented Utilities Technical Operations Maintenance Facilities Service Security Core Business Support Service for Rental Market Taxes Oil/Gas HVAC Planned Maintenance Hospitality (F&B) Access Control Reception & Switchboard Contract Management Insurance Energy IT & Telecom Modernization Cleaning Boundary Protection Mail Delivery Handling Procurement Coordination Sales Promotion Potable Water Automated Service Running Construction Janitor Service Safety Service Office Supplies Customer Care Accounting Drainage & Sewage Environmental management Façade Maintenance Waste Handling Fire Protection Copy/Print Space Planning/Mgt Legal Service Irrigation Water Energy Economization Corrective Actions Movers & Storage Parking Operations Secretary Process Improvement Procurement Storm Drain Technical Consultancy Gardner & Landscape Shredding Management Archive Admin Invoicing Compliance & Auditing Laundry Intelligence Call Center Reporting Events Management Control Management Service Desk

5. FM Synergy Landlord Revenues Regulator Renovation Contracts OPERATIONS CR Mgt EXECUTION FM Packages Design Package Construction Package Contracts Facilities Management Service Handover Project Management Service Regulator Premises Leasing

6. Business Platform Soft Service Technical Service Safety & Security Others Reception Ops Call centers Mgt Pest Control Ops Housekeeping Ops Landscaping Ops Space Mgt Plant Ops BMS Ops ICT Mgt Refurbishment Mgt Alarm System Mgt Accessibility Mgt Health Mgt Safety Ops Security Ops Events Mgt Hospitality Ops Energy Mgt Environmental Mgt PAX PAX PAX PAX Regular Planned Static Standard CAX CAX CAX CAX Spot Checking Corrections Mobility Quick Fix

7. Hot Spots Service Provider The Client Value for Money Expectations Scope Management Info Flow Reporting System Skepticism Quality Management

8. Client Satisfaction Work Closely with the Client’s Organization Avoiding Surprises Quickly Correcting Mistakes Unhappy Customer Clarity of Scope Statement Turn Expectations into Data Active Customer Involvement Acquire Glimpses of Effort Extremely Responsive to Customer’s Concerns Reliability of Communication System Team Speaks One Voice Happy Customer Careful & Managed Information Flow Speak Customer’s Language

9. FM Interfacing Landlord CR Mgt Operations Planning Client Quality Manual Satisfaction CAX Call Center Operations KPI FM Provider

10. IFMA Roadmap Linking FM to Business Strategy Support Business Culture & Brand Emergency Preparedness Valued Risk Management Applications Role of Change Management Understand & Support Client Cost of Sustainability Advocate Vision and Mission Emerging Technology Keep Abreast of Changing Technology Globalization of Business Inevitable Cross-Boarders Utilization Broadening Diversity of HR Development of Careers and Pools Managing Aging Buildings Mature Investing Modeling

11. BIFM Roadmap Rethinking FM Government Policies & Initiatives Innovation Building Design & Space Management Inevitable Sustainability Enhance Environment, Health & Safety Professionalism Retention of People & Skills Du Diligence Compliance with Regulations Cost Reduction Longer & Flexible Contracts Quality of Service Linkage with Corporate Real Estate

12. Competencies Focus on Commercial Developments that require new standards of service to meet International Codes Analysis & Benchmarking Establish service models that satisfy the changed culture and business demands Integrated Facilities Management Method Flexible Operations allow effective PAX and timely CAX, built by 6σ models and developed by CRM International Knowledge Emphasis on scientific approaches, in parallel to best practices modeling Rethinking FM

13. Planning Programming Budgeting Operations Projects Concept Sales Program Marketing Lease Contracts Design CRM Plan Construction Invoicing New Business Chain Opportunity CAX Occupation Evaluation PAX Disposal Planning Contractual Engagement Operations & Maintenance Disposition

14. New FM Role Developer Developer Developer Project Manager Project Manager Facility Manager Construction Team Project Manager Construction Team 1990 2000 Construction Team Facility Manager Lease Operations Lease Operations Lease Operations Tenancy Operations Tenancy Operations Tenancy Operations Tenant/Client Tenant/Client Tenant/Client Facility Manager

15. Baselines (Quality Manual) Specifications Configurations Liabilities Generic Chart Regular Inspections Complaints Records & Planning Records & Planning Preventive Actions Call Centre Corrective Actions Certify Conformity Certify Conformity SLA Approval Approval Close-out Close-out Business Operations

16. New Engagement Client Quality Manual Satisfaction FM Provider Operations KPI Call Center CAX Joint Ops Team Landlord CR Mgt Planning Operations

17. New Parameters Scope Consolidate Business Plans & SLAs with Clarity and Constructability in lieu with Market Trends Time Delivery Solutions that Enable Timely Implementations and Responses for both PAX & CAX Cost Innovative Management of Expenditures and Changes in Corporate Environment, to advocate Value for Money Performance Customer Driven Service based on Motivated and Satisfied Stakeholders Mature Quality Measures Synchronize Tasks & Processes, based on Statistical Approaches Automated and Error-Free Information System supports Faster & Efficient Decision Making

18. Communications Authorization Monitoring Quality Template Form Parties Reference Auditability Subject Planning Performance Progress Purpose Request Instruction Report Acceptance Irregular Actions Change Weekly The Design of the Templates should adequately meet the Products of the pre-determined Technology for both Processing & Monitoring Change Information Monthly Correlation Compliance Completion

19. 1:5:200 Construction Cost Operating Cost Building Life Cycle Rationale Quality Strategies ROI & Business Modeling Expectations & Customer Modeling Governance Urban Maturity

20. New CSFs Call Centre IDLE ! Quality Centre CAX IDLE ! Proactive Actions Company Level Client Level Audit IDLE ! Measurable Quality

21. Thank You