Malls of India

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 ……. … helping Clients attract and retain good employees by providing an excellent working environment Value Organization For Needs Money

Occupant Perceptions

Infrastructure Micro-environ

Facility Services

Cost

ENVIRONMENT

‘FM Is About Managing People and Places to Achieve Best Value for Money by Balancing Between User Needs and Business Needs to Achieve Optimum Organizational Effectiveness’

WORKING

Facilities Management’s Effectiveness is Measured Through

Productivity

Sector Overview in India

New Delhi & NCR ( 20%)

Mumbai (10%)

Pune (10%) Bangalore (35%)

Hyderabad (5%) Chennai (10%)

Total FM Market : Rs.225 Crores

Others (10%) Others include Chandigarh, BBSR, Indore, Jaipur, Vizag, TVM, Calcutta etc

Future Growth Prospects FY 2003-04

FY 2004-05

Others

IT/ITE S

34%

FY 2004-2005

28%

42%

Corporat e Office

20%

44%

19%

4%

Area: 125 Million Sq.ft

Retail

9% Area: 158 Million Sq.ft

FY 2005-2006 FY 2006-07

FY 2005-06

19%

23%

48%

17%

46%

FY 2006-2007 16% Area: 255 Million Sq.ft

18% 13% Area: 201 Million Sq.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 •Health and Safety •Staff Professional development

•Forward complaints/reports/orders to appropriate person •Monitor performance •Maintain database of all calls

SYSTEM OF MONITORING MUNICIPAL SERVICES Activity

AGENCY

Grass & weed Mowing Trash Collection Rodent Abatement

TOP PERFORMANCE

ZONE PERFORMANCE

OBSERVATION

` 

Abandoned Vehicles Sanitation  Enforcement Parking Enforcement Street/ Sidewalk Repair Street Cleaning

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

Facilities Management Incorporating quality controls, vendor development, sub-contract management, housekeeping services and systems management

Landscaping Dead Animal Pick Up home

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Strategic Modern Asset Techniques & Facilities A S.no

Service

Item

1.

Property Management

Computer Aided Facitlities Management

2.

Financial Management

3.

Utilities Management

Financial Software integrated with CAFM Building Automation System

4.

Trash Collection & recycling Collection

Large Super cans (96 gallons)

Functions

Benefits

Remarks Call Center can be established

7 Levels of Hierarchy

Provides Centralised expertise for all matter Single Seat Interface

Interoperability Viz HVAC, Lighting, Building Access, Security, Fire Fighting, Work Management

Energy Management Efficiency of system, Cost Reduction, Better information Management, Cost Reduction, Better Control Actions Collection on a Systematic method Recycling periodic basis. All of Trash collection collectiontrash is bagged newspaper, and put in a super corrugated can. cupboards, food & Bags outside the beverages, cans, can are allowed glass bottle, only for grass metals, plastic etc. clipper & leaves.

S.no

Service

5.

Item

Functions

Benefits

Street Cleaning Mechanical Street Cleaning

Cleaning Street for mud and litter

Regularise cleaning on a periodic basis

6.

Open Area Cleaning

Sweeping & cleaning of large open areas

Efficient and modern methods of cleaning

7.

Security

8.

Turf Management

Pressure Cleaner, Floor Scrubbers, Driers Electronic & access control system, Digital video Technology Mowing Equipment; Blade Type, Reel Type, Flail & Rotary type

Commonly used for mowing large open areas

High Productivity & Quality performance.

Sprayers

Chemical Sprayers and Spreader

Environmental Concern, Advanced Technology, Computerised Sprayers.

Seeders

Remarks

A centralised security system

Large coverage area. home

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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

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

The Zone, Nasik 100,000 Sq.ft May 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

Scope of Services 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

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

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

MALL MANAGEMENT: Typical Organization Structure Deployment Mall Manager MIS Exec

Accountant

Storekeeper Property Manager Shift Engineer CCTV Op

DG Op

Customer Care Exec Electrician

AC Tech

Fire Officer

H/K Exec Plumber

Carpenter

Fire Tech Helper Workplace Management & Consultants (NCR) Pvt. Ltd

Security H/K Sup

Lift Op Security Guard

MALL MANAGEMENT : TYPICAL MALL OPERATION SCHEDULE Description of Mall Timings

OPERATION SCHEDULE Timings Duration 9 AM - 9 PM

12 Hrs.

Cleaning Time

6 AM - 9 AM

3 Hrs.

Diesel Delivery

7 AM - 9 AM

2 Hrs.

Escalator / Lift Repairs

Garbage Disposal

Emergency Lighting

Electrical Breakdown

Remarks

11 PM - 7 AM

8 Hrs.

7 AM - 8 AM

1 Hr.

-

-

24 Hrs.

24 Hrs.

Major cleaning carried out before opening of Mall for customers, in presence of security staff.

Escalators generally require 5-6 hrs time for maintenance work, in the presence of security staff. To be carried out in the presence of security staff.

Required by Inverters and/or emergency lights in all common areas and shops. 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.

Plumbing Work

11 PM - 7 AM

8 Hrs.

All plumbing work to be done at night in 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.