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ERVICES INTEGRATED F ACILITY MANAGEMENT S ERVICES NTEGRATED F ACILITY M ANAGEMENT S AYASAN K EPIMPINAN P @ Y ERDANA YAYASAN K EPIMPINAN P ERDANA
Integrated Facilities Management Proposal YAYASAN KEPIMPINAN PERDANA
G L O B A L FA C I L I T I E S M A N A G E M E N T S D N B H D 257A, JALAN BANDAR 12, TAMAN MELAWATI, 53100 KUALA LUMPUR, MALAYSIA TEL:603 4107 2250, 603 4108 2250, FAX: 603 4107 2251 email:
[email protected] website:www.globalfm.com.
TABLE OF CONTENTS 1 INTRODUCTION................................................................................................................. 5 1.1 1.2
P URPOSE
OF
COMPANY
THIS
PROPOSAL....................................................................... 5
PROFILE ..................................................................................6
F INDINGS............................................................................................. 7
1.3
2 THE PROPOSED SERVICE DELIVERY MODEL ........................................................... 10 2.1 METHODOLOGY / P HILOSOPHY.................................................................... 10 2.1.1 IFM Service Delivery Model.................................................................... 13 2.1.2 Overall Responsibility ............................................................................. 14 2.1.3 IFM Best Practices ................................................................................... 15 2.2 T HE SCOPE OF SERVICE.......................................................................... 15 2.2.1 Work Place/Service Area ........................................................................16 2.2.2 Facility Engineering & Technical Services .............................................16 2.2.2.1 Mechanical Systems .................................................................................. 16 2.2.2.2 Electrical Systems ..................................................................................... 17 2.2.2.3 Civil and structure ..................................................................................... 17
1.1.1 Non- Engineering Services ....................................................................18 1.1.1.1 Cleaning, Housekeeping & Hygiene .......................................................... 18 2.2.2.4 Pest Control Service .................................................................................. 18 2.2.2.5
Landscaping .............................................................................................. 19
2.2.2.6 Events & Functions .................................................................................... 19 2.2.2.7 Supply of Material, Parts and Ad-Hoc Services ......................................... 19
2.3 SAFETY, HEALTH & ENVIRONMENT............................................................... 19 PARTNER WITH QUALITY - ISO Certified Company (since 2003)
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2.4 V ALUE ADD SERVICES............................................................................. 20 2.4.1 Warranty Management ........................................................................... 20 2.4.2 Documentation Audit .............................................................................. 20 2.4.3 Witnessing of Testing & Commissioning and Endorsement of Final Acceptance .............................................................................................21 2.4.4 Facility Defect List and Monitoring of Rectification Activities ...............21 2.4.5 Supply of Material, Parts and Ad-Hoc Services For Non-Comprehensive Contract...................................................................................................21 2.4.6 Life Cycle Items For Non-Comprehensive Contract ...............................22 2.7 C USTOMER CARE................................................................................... 30 2.7.1 Call Centre/Service Helpdesk................................................................. 30 2.7.2 Customer Satisfaction Survey................................................................ 31 2.7.3 Bulletin & Newsletter.............................................................................. 31 2.8 SCOPE NOT COVERED
BY THIS
PROPOSAL....................................................... 31
2.9 ORGANISATION SET UP............................................................................ 33 2.9.1.1 Project Site Operations Structure ............................................................. 33 2.9.1.2 Management Team .................................................................................... 34 2.9.1.3 Supervision Committee ............................................................................. 34 2.9.1.4 Organization Chart.................................................................................... 34
2.10 PROJECT MANAGEMENT.......................................................................... 35 2.10.1 Project Financing Options ..................................................................... 35 2.10.2 Procurement......................................................................................... 35 2.10.3 Financial Performance Reporting ......................................................... 36 2.10.4 Human Resource ................................................................................... 36 2.10.4.1 Recruitment Process ................................................................................ 36 2.10.4.2 Training and Development ..................................................................... 36
2.10.5 Managing Risks Through Insurance .....................................................37 2.10.5.1 Personnel Insurance Coverage: ...............................................................37 2.10.5.2 Property Insurance Coverage: ................................................................. 37
2.10.6 Management Systems .......................................................................... 38 2.10.6.1 Quality Management System & Procedure ............................................. 38 2.10.6.2 Business Process Manual ........................................................................ 38 2.10.6.3 Local Process Manual .............................................................................. 39
2.10.7 Computerised Maintenance Management System (CMMS) .................39 2.10.8 Maintenance Management Programme ...............................................40 2.10.8.1 Preventive Maintenance .......................................................................... 40 2.10.8.2 Predictive Maintenance ........................................................................... 40 2.10.8.3 Unscheduled Maintenance...................................................................... 40
2.10.9 Performance Monitoring .......................................................................41 2.10.9.1 Service Level Agreement (SLA) /Key Performance Indicator (KPI) .........41 2.10.9.2 Typical Service Level Agreements metrics ............................................. 41 2.10.9.3 Performance Reporting ........................................................................... 42
2.10.10 Operation & Maintenance Standards ................................................. 42 2.10.11 Emergency Response Management ................................................... 43
2.11 MOBILISATION PLAN............................................................................. 44 PARTNER WITH QUALITY - ISO Certified Company (since 2003)
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Integrated Facilities Management Proposal YAYASAN KEPIMPINAN PERDANA
2.11.1 Personnel and Manpower..................................................................... 44 2.11.2 Equipment & Material........................................................................... 44 2.11.3 Facilities to be Provided by the Client ................................................. 44
3 COMMERCIAL ................................................................................................................45 3.1 3.2
C ONTRACT F ACILITY
PERIOD................................................................................. 46
MANAGEMENT
A GREEMENT.............................................................. 46
3.3
P AYMENT........................................................................................... 46
3.4
V ALIDITY............................................................................................ 46
3.5
E XCLUSIONS........................................................................................ 46
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Integrated Facilities Management Proposal YAYASAN KEPIMPINAN PERDANA
1 I NTRODUCTI ON
1.1
P URPOSE
OF THIS
P ROPOSAL
GLOBAL FACILITIES MANAGEMENT (GFM) is pleased to submit this proposal to the client for the provision of INTEGRATED FACILITY MANAGEMENT (IFM) at Yayasan Kepimpinan Perdana building. The solutions outlined in this proposal are developed in line with the requirements as specified in the RFP documents.
1. 2. 3. For the purpose of clarity, this proposal is structured into three (3) sections.
Section 1: INTRODUCTION This section states the purpose of this proposal and describes briefly GFM corporate profile Section 2: PROPOSED SERVICE DELIVERY MODEL This section broadly outlines the proposed service delivery model and the related solutions.
Section 3: COMMERCIAL PROPOSITION This section states the commercial proposal and the associated terms and conditions.
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1.2
C OMPANY P ROFILE GLOBAL FACILITIES MANAGEMENT SDN BHD Business Focus - - Global Facilities Management Sdn Bhd (GFM) is a Bumiputera wholly owned and managed company incorporated in Kuala Lumpur in February 2000 to take on the growing demand for facilities management solution in the services industry. GFM was established to fully focus on facility management services business and position itself to be the company of choice in the industry. Our business philosophy is built on the premise of providing added value to our clients enabling them to focus their resources on their core mission.
Extensive Track Record – Since inception, GFM has built extensive service portfolios both in the Malaysian and International market . GFM provides facility management services to a myriad of facilities ranging from offices, educational facilities, residential areas, sports complexes, data centres covering a total area in excess of 10 million square feet. Ca pabilities Through Skills & Knowledge – GFM currently employs over Capabilities 180 personnel with diverse skills and competencies to manage and perform the various services within the scope of our business. As a player in a service based industry, we understand that the quality of service rendered is directly related to the skill level of the personnel delivering the service. To this goal, GFM is fully committed to develop its people’s capabilities through continuous skills trainings. GFM has and will continue to invest on its people to ensure the right talents are retained within the organisation.
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Partner With Quality – Exceeding customers’ expectations is the main thrust of GFM Quality Policy which governs all processes in our service delivery. Our ability to consistently comply with the Quality Policy is the key differentiating factor against other players in the industry. GFM has established a Quality Management System according to ISO Quality System to ensure that the business/work processes are incorporated with the industry’s best practices and at par with ‘World Class’ standards. GFM commitment to quality is rewarded with ISO90012000 certification on Nov 2003 and is proud to be one of the first industry players in Malaysia to be accorded with the certification under the provision of FACILITY MANAGEMENT AND MAINTENANCE SERVICES. International Award Reci pient – GFM was accorded the prestigious FROST & Recipient SULLIVAN INDUTRIAL TECHNOLOGIES AWARD 2007 - BEST BANG FOR BUCKS FACILITIES MANAGEMENT MARKET (MALAYSIA). This award is a testimony of GFM overall capabilities in delivering high quality facility management services at optimum cost to Clients.
(Please refer to GFM Company Profile Brochure for further details )
1.3 F INDINGS From our oberservation we found that certain lighting cannot be repair/replace using scaffolding method because of the floor structure. Example, lamp in the auditorium and lamp at the ceiling but on the staircase.
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Others finding is water pump/pantry pump was in the bad shape, rusted, no sign of rooting maintenance done.
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One unit of chillers was down.
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Fire alarms panel was continuously activated but not sign of fire in the building and the alarms sound was disabled (silence).
2
2.1
THE PROPOSED SERVICE DELIVERY MODEL
M ETHODOLOGY / P HILOSOPHY INTEGRATED FACILITY MANAGEMENT… GFM is proposing to undertake the facility management works at Yayasan Kepimpinan Perdana through Integrated Facility Management (IFM) service delivery model which facilitates the planning, control, execution and monitoring of all tasks associated to the maintenance function through a single point of management contact (‘one-stopPARTNER WITH QUALITY - ISO Certified Company (since 2003)
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shop’). GFM shall be fully responsible and accountable for the outcome of the service delivery performance. The measurement of the effectiveness of the service shall be based on a set of Key Performance Indicators (KPI) which shall be developed and established based on the Users expectations.
PROVEN METHODOLOGY… GFM operates with proven methodology that was developed in our other projects sites and constantly reviewed and continuously improved. In terms of the services, most of the technical areas shall be handled by GFM in-house staff. The exceptions are very specialized or safety critical systems such as lifts and swimming pool. In these instances, qualified external parties shall be engaged. Generally, with non-technical services such as custodial (cleaning, hygiene, pest control, landscaping and waste disposal, where applicable), GFM shall employ the services of established business partners. Using our contractor monitoring/supervision systems and processes, the performance of all partners are constantly and qualitatively monitored. CUSTOMER-CENTRIC SERVICE DELIVERY… To manage the FM tasks at site, the facility shall be split into various strategic zones. These zones shall have specific lead personnel who will be handling all matters relating operation and quick-response maintenance, as well as front end customer assistance. A technical support group shall handle most back-end scheduled and preventive maintenance works. Engineers and staff in this team shall support and assist the operations team. PERFORMANCE DRIVEN MANAGEMENT SYSTEM… The management systems employed for all site operations are detailed in section 7.0. GFM has developed a culture of extensive performance measurement, tailored to provide key data in comparing and trending achieved performance level against set targets.
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image enhanced efficiency maximised
asset life maximised
reliability assured
waste eliminated
cost contained
Maximising client’s business value T E GD RELIVERY ATED FA C I L I T I E S M A N A G E M E N T 2.1.1 IFMI N SERVICE MODEL
SINGLE POINT OF CONTACT
ENGINEERING SYSTEMS
CUSTODIAL SERVICES
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Mechanical, Electrical, Civil
Cleaning, Pest Control, Landscape, Waste
UTILITY
SUPPORT SERVICES
Electricity, Water, Gas
Mail, Reception, Event etc..
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2.1.2 OVERALL RESPONSIBILITY GFM shall undertake full responsibility for the overall MANAGEMENT of the OPERATION and non-comprehensive MAINTENANCE of all physical assets installed within the boundary of the facility, which include but not limited to buildings, structures, compounds, landscaped grounds and engineering equipments/systems.
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The responsibility shall include the establishment and implementation of all policies, procedures, processes and practices governing the management of the service function. Monitoring and evaluation of the service delivery performance level shall be carried out continuously and improvement program initiated to address any shortfalls.
2.1.3 IFM BEST PRACTICES The service delivery model to be established by GFM shall incorporate elements of maintenance best practices which include:
16. 17.
1. EFFECTIVE ORGANISATION STRUCTURE 2. WELL DEFINED OPERATIONS & MAINTENANCE WORK SYSTEM 3. COMPREHENSIVE MANAGEMENT INFORMATION & RECORDS SYSTEM 4. COMPREHENSIVE INVENTORY OF EQUIPMENT/ SYSTEMS – Asset Tagging 5. STAFF ADMINISTRATION SYSTEM – recruitment, training and performance evaluation 6. COMPUTERISED MAINTENANCE MANAGEMENT SYSTEM (CMMS) 7. SERVICE LEVEL AGREEMENTS (SLA) AND KEY PERFORMANCE INDICATORS 8. SAFETY, HEALTH & ENVIRONMENT POLICY 9. SERVICE DELIVERY AUDIT 10. COMPLIANCE TO STATUTORY REQUIREMENTS 11. CUSTOMER SERVICE HELPDESK 12. CUSTOMER SATISFACTION REVIEW 13. WARRANTY MANAGEMENT OF FACILITIES & RELATED ENGINEERING SYSTEMS – Managing construction /installer liability over Defect Liability Period 14. VENDOR MANAGEMENT PROGRAMME – Engagement & performance management 15. QUALITY MANAGEMENT SYSTEM in accordance to world class standards e.g. ISO Quality Standards UTILITY MANAGEMENT – Electricity and water usage optimisation program PROJECT MANAGEMENT – Upgrading and refurbishment
2.2 T HE S COPE O F S ERVICE PARTNER WITH QUALITY - ISO Certified Company (since 2003)
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Integrated Facilities Management Proposal YAYASAN KEPIMPINAN PERDANA
This section further details the scope of works.
2.2.1 WORK PLACE/SERVICE AREA The work area of the service covers all the facilities located within the boundary of Yayasan Kepimpinan Perdana located at Presinct 8, Putrajaya.
2.2.2 FACILITY ENGINEERING & TECHNICAL SERVICES GFM shall perform the operation and maintenance (O&M) on all engineering system (Mechanical, Electrical & Civil) installed within the work area. The scope includes the deployment of competent and qualified personnel, tools/equipment, incidentals and consumables). The work shall be performed by skilled personnel and shall be executed in accordance to the best commercial and engineering practice. GFM shall liaise with all relevant authorities, utilities and licensees and shall be responsible for submissions of applications and obtaining the necessary approvals to operate, maintain and service the equipment that falls within the scope of the service. The tasks for all these shall be conducted in accordance to the appropriate statutes and standards.
2.2.2.1
MECHANICAL SYSTEMS
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The work covered by this proposal is for the supply of tools, workmanship and necessary incidentals for the operation and maintenance of the mechanical services and systems. All work shall be performed in accordance with the maintenance schedule as stipulated by the equipment manufacturer and industrybest practices. Wherever applicable, suitable specialist contractors shall be engaged, either on a case by case basis or through long term contracts. Either way, performance and quality shall not be compromised. The area and systems that come under this category include:Building air-conditioning equipment and services Fans and ventilation equipment Fire fighting and alarm systems Lifts & gondola
ELECTRICAL SYSTEMS The work covered by this proposal is for the supply of tools, workmanship and necessary incidentals for the operation and maintenance of the electrical services and systems. All work to be performed under these specifications shall be in accordance with the maintenance schedule as recommended by the equipment manufacturer and as prescribed by the industry best practice. In addition, GFM shall be responsible for regular testing, recalibration and inspection of the electrical installations. In compliance to the regulation enforced by The Energy Commission, a Competent Electrical Engineer (CEE) shall be engaged to supervise major works and perform periodical inspection of all critical installations within the facilities. Where necessary, all maintenance work involving testing and calibration of the electrical system shall comply to the prescribe standard i.e. B.S 7671:1992 16 TH edition IEE WIRING REGULATIONS; MS.IEC 60364-1996. The electrical systems that come under this category include:-
2.2.2.3
Electrical Supply & Distribution Installations and Systems
ELV Syste
Back Up Power (Generator sets & UPS)
Building Aut
Earthing & Lightning Protection System
Lightings
Telecommunication Systems
Audio & Vid
CIVIL AND STRUCTURE GFM shall be responsible for the periodic inspection, maintenance and repair for the following: Roofing and Rainwater Gutters Timber, Metal and Steel Structure
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Ceiling Cold Water Tanks and Water Reticulation Plastering and Paving Sanitary & plumbing Curtain Wall, Windows and Glazing Carpentry, Joinery and Ironmongery Sewerage Lines and Manhole Earth Retaining Wall Drains, Sumps, Gratings and Culverts Road and Car Parks
NON- ENGINEERING SERVICES This section refers to the non-technical works to be performed under the scope of service. 1.1.1.1
CLEANING, HOUSEKEEPING & HYGIENE GFM shall provide the cleaning services (internal and external) as mentioned in the Opus RFP document. The appropriate, capable and suitable contractors shall be engaged by GFM and will be put through the monitoring and supervision process practiced by GFM in ensuring the results are delivered. GFM shall perform periodic external glass cleaning at high locations for the building. This applies only to high glass facades and large glass wall areas. In concurrence with the requirements the cleaning shall be performed no less than 3x a year. The recommended methods shall be followed. The installed gondola and associated facilities shall be utilized during work execution.
2.2.2.4
PEST CONTROL SERVICE
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GFM shall provide an effective control and preventive action to all types of pests inside and outside of the built environment and the surrounding area that is associated with the facility. Scope however does not include extensive termite treatment incurring more than RM1,000 per treatment. 2.2.2.5
LANDSCAPING GFM, via suitable subcontractors or business partners shall carry out the services such as cleaning, beautification and upkeeping of trees and plants and operating and maintaining all related structures associated with landscape. GFM shall always use the correct tools, safe and good quality materials in accordance with the specification, procedures, standards and regulations. Supply and maintenance of potted plants as per the numbers provided in the RFP document shall also be provided in this proposal.
2.2.2.6
EVENTS & FUNCTIONS GFM can provide services in assisting the client in the preparation and execution of events and functions held in the premises. Typically these events such as Exposition, Seminars, VVIP visits etc.
2.2.2.7
SUPPLY OF MATERIAL,
PARTS AND AD-HOC SERVICES
GFM shall manage the forecasting, ordering, storage, consumption of all material, parts, spares and components. In the case of ‘fast moving’ parts, some stock may be kept in the inventory and used according to the requirement. GFM, on best efforts basis shall procure on a ‘Just-in-Time’ basis. Where possible GFM shall select a suitable local provider of fast-moving items and agree on a consignment arrangement within the facility. The chosen supplier shall then set up his own store inside the facility and payment is only made for items taken out. This approach also helps ensure the best price is given to the client/owner. All material, parts, spares and components shall be paid for by GFM unless provided for in the final agreement.
2.3 S AFETY , H EALTH & E NVIRONMENT In compliance with the OSH ACT 1991, GFM shall develop and establish a customized, site specific SAFETY, HEALTH & ENVIRONMENT (SHE) policy and procedures for the provision of facility management services at Yayasan Kepimpinan Perdana.
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Generally the scope within the SHE procedures shall include control of all work personnel, methods & practices, use of chemicals, tools & equipment, emergency evacuation/response and environmental effluent & discharge. A safety, health and environment committee for GFM site team will be established to ensure all GFM personnel, sub-contractors and users of the facility adhere strictly to relevant policy and procedures.
2.4 2.4.1
V ALUE A DD S ERVICES WARRANTY MANAGEMENT This process serves to assist the site operational team to manage (existing and new) asset and equipment/installation which are under warranty by the manufacturer/supplier/contractor. GFM shall implement relevant work processes and deploy dedicated technical resources to undertake the success delivery of the warranty management aspects. GFM shall report to the developer all warranty cases as found whether during operations or as a result of active auditing and testing. A comprehensive list shall be created and updated to track work progress. GFM shall also liaise with the developer’s contractor’s in arranging work execution and sign offs. Wherever a meeting is held between client, owner and main contractor, GFM shall be present to report on findings, latest status and other relevant points.
2.4.2
DOCUMENTATION AUDIT In the beginning stage of mobilisation, GFM shall conduct a comprehensive documentation audit to capture all details relating to asset and equipment/installation relevant to the scope of services. During the process, our technical personnel shall collate information from contract document to establish a Project Asset Register which forms the basis and reference document for warranty management. PARTNER WITH QUALITY - ISO Certified Company (since 2003)
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2.4.3 ACCEPTANCE
WITNESSING
OF
TESTING & COMMISSIONING
AND
ENDORSEMENT
OF
FINAL
GFM shall undertake the responsibility to witness all testing and commissioning of newly handed over building or equipment/ installation. GFM shall submit appropriate contractual differential report (if any) and facility defect list established during site physical inspection prior to any final endorsement. This is to ensure that there are no discrepancies in the delivery of contractual requirement by the supplier/contractor.
2.4.4
FACILITY DEFECT LIST
AND
MONITORING
OF
RECTIFICATION ACTIVITIES
During the handing over process from the project construction team, GFM shall conduct related inspection to establish a facility defect list for the purpose to monitor rectification works by the supplier/contractor. This list shall form part of the reference document during the defect liability meeting with the supplier/contractor/consultants. All discrepancies shall be communicated effectively to the respective party and GFM shall report on the progress periodically during the effective warranty period.
2.4.5 SUPPLY OF MATERIAL, PARTS CONTRACT
AND
AD-HOC SERVICES FOR NON-COMPREHENSIVE
GFM shall manage the forecasting, ordering, storage, consumption of all material, parts, spares and components. In the case of ‘fast moving’ parts, some stock may be kept in the inventory and used according to the requirement. GFM, on best efforts basis shall procure on a ‘Just-in-Time’ basis. Where possible GFM shall select a suitable local provider of fast-moving items and agree on a consignment arrangement within the Yayasan Kepimpinan Perdana. The chosen supplier shall then set up his own store inside the Yayasan Kepimpinan Perdana and payment are only made for items taken out. This approach also helps ensure the best price is given to the client. All material, parts, spares and components shall be paid for by client. GFM shall however pay the suppliers first. GFM shall then submit a claim for reimbursement from the client with an additional 3% management fee included. For replacement of ‘long term’, life-cycle or ‘big ticket’ items, GFM shall, on best efforts basis identify the budget requirements in advance and advice the client accordingly. This normally covers plant, systems or equipment which has reached the end of its lifetime and requires to be replaced. This is expected to come into effect from year 5 onwards. In cases where external contractors are required to be brought in on a case by case basis (ad-hoc), the costs for these shall also be treated in the same way as PARTNER WITH QUALITY - ISO Certified Company (since 2003)
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Integrated Facilities Management Proposal YAYASAN KEPIMPINAN PERDANA
materials. Examples where this is requires include leak repairs, tiling works, minor structural and wall (civil engineering) works, deluging, intensive technical work and such like. To assist Yayasan Kepimpinan Perdana in budgeting for the costs of the items mentioned above,
( Please refer to YKP Costing for Comprehensive & Non-Comprehensive Contract )
2.4.6 LIFE CYCLE ITEMS FOR NON-COMPREHENSIVE CONTRACT This refers to equipment which had reached the end of its life and require replacement. Although Yayasan Kepimpinan Perdana already operate a couple years ago. Any parts, items or equipment that meets their life cycle period, its must be replace. All cost of the equipments include labours burden must be paid by Yayasan Kepimpinan Perdana. Example of equipment is air-conditioning compressor, UPS battery, motor pump and others.
2.5
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2.5.1.1
2.5.1.2
Facilit Facili
2.6
2.6.1
2.6.2 PARTNER WITH QUALITY - ISO Certified Company (since 2003)
HT ect rica ll HTElEl ect rica Chargeman Chargeman (1) (1)
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Cu stsoto didailaSe r vce Cu l Se rivce i ss Supervs i or Supervs i or Page(1) 23 of 49 (1)
Integrated Facilities Management Proposal YAYASAN KEPIMPINAN PERDANA
2.6.3
2.6.3.1
2.6.4
2.6.5 2.6.5.1
2.6.5.2
2.6.5.3
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2.6.6
2.6.7
2.6.7.1
2.6.8
2.6.8.1
2.6.8.2
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Integrated Facilities Management Proposal YAYASAN KEPIMPINAN PERDANA
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2.7
C USTOMER C ARE Towards the fulfilment of GFM quality policy of providing services that consistently exceed customers’ requirements and expectations; we shall initiate and set up the followings programs:
2.7.1 CALL CENTRE/SERVICE HELPDESK
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Customer Call Centre/Service Helpdesk shall be established at the facility as the main conduit of communication between the facility community, client and GFM onsite personnel. The Call Centre/Service Helpdesk forms the focal-point to receive coordinate and monitor all customers’ complaints and requests. The helpdesk shall be manned by trained personnel and made available throughout the operational hours of the facility. All requests shall be logged in the CMMS and forwarded to the GFM onsite team to be responded to accordingly. The Call Centre/Helpdesk contact number (Hotline) and the procedure for request shall be made known to the building community and prominently displayed via the appropriate media.
2.7.2 CUSTOMER SATISFACTION SURVEY Level of satisfaction is a clear indication of the effectiveness of our on-site personnel to carry out the service functions according to customers’ needs. As with other GFM other sites, we will conduct a formal survey where customers give their ratings on the various aspects relating to our service delivery. This survey will be carried out every 6-months (or at other pre-agreed interval) and the result will be published to all parties and form the key measurement of GFM overall performance. An analysis of the outcome shall also be conducted resulting in identification of action plans for service improvement.
2.7.3 BULLETIN & NEWSLETTER Effective communication is critical to ensure customer needs are effectively and consistently addressed. Towards achieving this objective, GFM shall establish bulletin/newsletter as a media to communicate to the community within the facility. The content of the Bulletin/Newsletter is mainly to educate the facility community on the best-use of the facilities and highlights of service updates or prevailing issues. The form of the bulletin/Newsletter shall be decided on the post commencement of the service.
2.8 S COPE N OT C OVERED
BY THIS
P ROPOSAL
Scope of works that are not covered by this proposal is listed below: Provision of security personnel Operation and maintenance of Guard Tour system Monitoring and operation of CCTV system (including data backup and recording). Maintenance of the system IS included. Turnstiles and car park systems commercial operation (i.e. payment/collection operations) Kitchen/cafeteria equipment PARTNER WITH QUALITY - ISO Certified Company (since 2003)
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Maintenance of loose furniture and office IT equipment
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2.9
O RGANISATION S ET U P The organisation structure established at site shall be self-reliant and capable of undertaking the following functions effectively: Overall Management of the on-site team Operation & Maintenance activities Technical & Engineering support Process Support and Administration GFM Main Office shall support the on-site team on the following areas: Human Resource Management Quality Assurance Safety, Health & Environment Financial Management Purchasing & Procurement Technical Consultancy and Advisory The organisation chart shall be established to promote customer focus driven service through multi skills capabilities.
2.9.1.1
PROJECT SITE OPERATIONS STRUCTURE For operations purposes, the site shall be one team only, which shall be manned by optimally by qualified technicians. Maintenance Team : PM and other scheduled work, inspections & repairing.
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Integrated Facilities Management Proposal YAYASAN KEPIMPINAN PERDANA
2.9.1.2
MANAGEMENT TEAM A qualified and suitably experienced HT chargeman shall lead the team at site. He will be assisted by a team of management staff comprising the two technicians. The key personnel are the HT Chargeman. GFM too provide Custodial Supervisor from HQ that will supervised on cleaning, pest control & landscape. This Custodial Supervisor will come to Yayasan Kepimpinan Perdana minimum once a month to obverse the works. The team at Yayasan Kepimpinan Perdana shall be fully supported by GFM headquarters located in Kuala Lumpur. Personnel or Subject Matter Experts (SME) from other GFM sites are also accessible to the Yayasan Kepimpinan Perdana team whenever required.
2.9.1.3
SUPERVISION COMMITTEE A supervision committee comprising the management of GFM, Yayasan Kepimpinan Perdana and any other relevant parties shall be set up. The function of the committee is to discuss prevailing matters and issues pertaining to the contract operation, policies, strategies, performance review and necessary long term plans. The committee shall meet on a regular and periodic basis. For the first six months, monthly would be the minimum. Over the following period a quarterly meeting shall suffice.
2.9.1.4
ORGANIZATION CHART The chart below shows the full time direct manpower deployment for the Yayasan Kepimpinan Perdana facility management.
Facility Management Organisation Chart @ Yayasan Kepimpinan Perdana
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2.10 P ROJECT M ANAGEMENT 2.10.1 PROJECT FINANCING OPTIONS GFM operations in the facility may be financed through factoring facility and overdraft facility if required, although this would be unlikely. Capital expenditure will be finance through leasing or hire purchase. Our good relationship with supplier will also contribute to our financing needs through better credit terms given.
2.10.2 PROCUREMENT Our purchasing process includes suppliers’ evaluation and subcontractors’ assessment to monitor and measure performance. Consistent and measurable services received from sub-contractors or suppliers. We shall implement Service Level Agreement (SLA) and Key Performance Indicator (KPI) to monitor and measure performance. This shall provide the client with relevant standards for all facilities available at the site. GFM will closely monitor and frequently evaluate each sub-contractors and suppliers to obtain adequate information on selection and retention of best subcontractors and suppliers to support the facility management services activities to ensure high quality service is guaranteed. Well managed sub-contractors, vendors and suppliers will ensure long term cost savings which will be passed on to Yayasan Kepimpinan Perdana. PARTNER WITH QUALITY - ISO Certified Company (since 2003)
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2.10.3 FINANCIAL PERFORMANCE REPORTING Financial performance is measured by the budget given to site. Finance department will prepare the variance report analysis at the end of the month. Variance report analysis is given to GFM site in charged to be discussed during monthly Operation Review Meeting. Overall financial performance report is presented to management during monthly management operation meeting.
2.10.4 HUMAN RESOURCE 2.10.4.1 RECRUITMENT PROCESS GFM’s HR Department always strives to recruit and select the best and qualified candidates on a pro-active basis to support the company’s vision, mission and quality policy. The department provides administrative support for the staff recruitment function to all departments and project sites within the company. The whole process will be initiated once a staff requisition form for hiring is forwarded to the HR Dept. or based on each department’s manpower needs. This will be followed by the approval process and then preparations for internal and external advertisement. After the expiration of the advertising deadline, HR department shall screen applicants based on the individuals who meet or exceed the minimum requirements for the specific position. If there is no suitable internal candidate to fill the vacancies, this will be followed by interviewing and selection process for external candidates. The appointment shall be made upon the recommendation of the personnel involved in the interviewing process and approved by the Managing Director. This will be followed by official notice of appointment from HR Department to the selected applicants. Existing site personnel may also be absorbed. 2.10.4.2
TRAINING AND DEVELOPMENT GFM recognizes the responsibility to enhance the employee’s opportunity to develop skills and abilities for full performance within the position and for career advancement within the Company. Both the Human Resource Department and the Heads of Department have a responsibility to assist in the professional development of GFM employees. The department initiates the professional development process based on the employee’s performance appraisal and recommendation from the Heads of Department. From both the appraisal and
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recommendation, an assessment is made of the training and development needs of the employees. HRD assists in professional development process by evaluating the recommendations of departments as well as the overall Company needs. This will help in identifying the proper training programs peculiar to the needs of the Department and company as a whole. When the type of development plan of the employees have been identified, the HRD will come up with Annual Training calendar which will include all the necessary information on the type of trainings to be conducted through out the year and the personnel who will be trained. This information will be communicated through out the organization. HRD will also conduct training evaluation to identify whether the selected programmes are beneficial and effective to the participants.
2.10.5 MANAGING RISKS THROUGH INSURANCE GFM provide wide insurance coverage for its personnel and site property as we believe insurance coverage is important to reduce the burden of any untoward mishap or disaster. Underwriting also is part of our risk management strategy. 2.10.5.1 PERSONNEL INSURANCE COVERAGE: Group Hospitalisation and Surgical Insurance Scheme… This is a 24-hour worldwide coverage for any GFM staff that requires surgery or hospitalization due to illnesses. Participating hospital includes all private hospitals through out Malaysia. Group Personal Accident Scheme… This coverage includes accidental death or disablement benefits either to the beneficiary or the staff involved. This coverage is limited to accident-related cases only. It is also a 24-hour worldwide coverage. Group Term Life Insurance Scheme… Applicable to the Executive staff only, this insurance coverage is to cover any death or permanent disablement to the staff due to natural causes. Social
Security
Scheme
(SOCSO)…
This coverage is required by the
Government under the ‘Skim Keselamatan Sosial Pekerja’, aka SOCSO. 2.10.5.2 PROPERTY INSURANCE COVERAGE: INSURANCE TYPE
COVERAGE
1
Fire Insurance
Fixtures, furniture & fittings including damage
2
All Risk Insurance
Personal Properties, machinery , equipment
3
Public Liability
Any accident or third party liabilities with and
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Integrated Facilities Management Proposal YAYASAN KEPIMPINAN PERDANA
4
Electronic Equipment
Computers and related items complete with ac
5
Burglary
Damages resulting from burglary related incide
2.10.6 MANAGEMENT SYSTEMS 2.10.6.1 QUALITY MANAGEMENT SYSTEM & PROCEDURE GFM shall implement all work processes and procedures that are relevant to the scope of service. Rapid stability of the service delivery shall be achieved by utilising available work processes within existing GFM ISO-certified Business Process Manual (BPM). GFM shall deploy the relevant ‘Subject-Matter-Experts’ (SME) to assist the on-site team to implement the processes and work system and where necessary customised according to the local requirements/condition. The use of these quality assured processes will also facilitate speedy implementation of quality system at Yayasan Kepimpinan Perdana facility management in future. Our Quality Management System and procedures can be categorised into the following levels: 2.10.6.2 BUSINESS PROCESS MANUAL Business Process Manual (BPM) is a set of documented management system processes (including Quality Manual) established to address a standard requirement in running a facilities management services organisation. The processes can be summarised into the following main BPM: BPM BPM BPM BPM BPM BPM BPM BPM BPM BPM BPM BPM BPM BPM BPM
1.0 Policies, Vision & Values 2.0 Business Planning 3.0 Brand Management 4.0 Business Development 5.0 Recruit, Management & Develop staff 6.0 Provide & Manage Working Environment 7.0 Provide HSE System 8.0 Manage Finance 9.0 Contract Review Process 10.0 Contract Mobilisation 11.0 Manage & Deliver Service 12.0 Procure Materials, Goods & Services 13.0 Measure & Control the Business 14.0 Continual Improvement 15.0 Review, Audit & Assess the System
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Integrated Facilities Management Proposal YAYASAN KEPIMPINAN PERDANA
2.10.6.3 LOCAL PROCESS MANUAL Local Process Manual is a set of documented processes established to address a standard requirement in running a facilities management services at a particular project. It consists mainly of a Project Quality Plan and local Work Instructions which can be summarised into the following main section: a) Project Quality Plan – “Sign-post” document summarising how a specific project is planned and executed in line with customer’s and BPM’s requirements b) WI/PX/ADM – Work Instructions related to project administration c) WI/PX/MEC – Local processes related to Mechanical service d) WI/PX/ELE – Local processes related to Electrical service e) WI/PX/CIV – Local processes related to Civil service f) WI/PX/CUS – Local processes related to Custodial service g) WI/PX/SHE – Local processes related to Safety, Health & Environmental aspects h) WI/PX/SHD – Local processes related to Service Help Desk service
2.10.7 COMPUTERISED MAINTENANCE MANAGEMENT SYSTEM (CMMS) GFM shall utilise a computerised maintenance management system (CMMS) to manage and track all maintenance tasks. We shall schedule all maintenance tasks by computer to assure a uniform and detailed method of scheduling work. All work orders shall be printed, distributed, completed, and closed out by GFM. All service calls will be registered in a CMMS database in order to capture all transactions from the Help Desk. Clients are also informed of the work order reference number for all jobs raised by them. Enterprise Asset Management (EAM)/Computerised Maintenance Management System (CMMS) forms the key enabler for GFM to manage the end-to-end processes i.e. PLANNING, EXECUTION & MONITORING of all operation and maintenance activities required within the scope of service.
The system, which shall be implemented at the site, shall have the following basic features: Capable of storing comprehensive and detailed information of all maintainable assets installed within the facilities. Capable of supporting data in all types of format i.e. text, drawings and graphics.
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Integrated Facilities Management Proposal YAYASAN KEPIMPINAN PERDANA
Allow effective tracking of all operation & maintenance activities, resource utilisation (manpower, material, tools etc) and cost. Ability to provide comprehensive management reports and allows flexibility for user to customise types of report. Provide various statistics of the O&M activities. It is understood that the system and hardware for the CMMS system shall be provided and paid for by the client.
2.10.8 MAINTENANCE MANAGEMENT PROGRAMME We shall develop and establish comprehensive maintenance programme that include written procedures governing the maintenance tasks. The programme, which involves a blend of maintenance techniques, must be in accordance to the needs and complexity of the equipment installed within the facility. 2.10.8.1 PREVENTIVE MAINTENANCE The preventive maintenance program implemented must be aimed at preserving the useful life of the equipment and avoiding premature equipment failures. In addition to the routine aspects of cleaning, adjusting, lubricating, and testing, the service team must perform inspections to identify impending problems and schedule repairs prior to equipment failure and/or further degradation. 2.10.8.2 PREDICTIVE MAINTENANCE The maintenance programme must also include predictive maintenance using nondestructive techniques such as vibration analysis, infrared scanning, oil analysis etc. For critical equipment, the O&M service team is expected to establish a full fledged Condition Base Monitoring (CBM) programme to prevent breakdown and disruption to the operation of the facility.
2.10.8.3 UNSCHEDULED MAINTENANCE This shall be kept to a minimum by proper execution of the above two categories. GFM shall abide with the prevailing response times and turnaround time as specified in the client’s requirements (GFM shall also keep record vis-à-vis its own performance metrics). Critical parts will be kept in stock to smoothen and to optimize performance of work.
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Integrated Facilities Management Proposal YAYASAN KEPIMPINAN PERDANA
2.10.9 PERFORMANCE MONITORING GFM will execute the operations at Yayasan Kepimpinan Perdana using a structured approach to establish work accomplishment. Our program begins with an organisation built to accomplish the work, a management team to direct resources, and an administrative function to support and document work performed. We would serve as the single point of focus for delivering the full scope of services outlined in our proposal. We will work closely with the client to accept new work assignments, resolve operational problems, and be responsive to the client’s changing needs. We will be responsible for meeting the contract specifications and meeting the expectations of the client’s administration, and all users. GFM representative shall meet with the Client’s representative as often as necessary at the discretion of the client but not less than on monthly basis. A mutual effort will be made to resolve all issues identified. 2.10.9.1 SERVICE LEVEL AGREEMENT (SLA) /KEY PERFORMANCE INDICATOR (KPI) GFM shall manage key performance measures, drive process improvement strategies as appropriate, and work with our site personnel to ensure that facilities are operated and maintained to user’s satisfaction. Through scheduled reports, formal meetings with the site managers, and observing employee performance, we will maintain an awareness of the service delivery performance. We will also meet regularly with the Client’s representative and conduct surveys to assess customer satisfaction and resolve concerns. Our maintenance management office will be the designated point for receipt and transmittal of formal correspondence, reports, and other contract documents. The key performance indicators used to monitor our performance in delivery support services will be detailed in our service level agreement. We will propose a set of service level agreements that are specific to Yayasan Kepimpinan Perdana facilities during the mobilisation phase. Some of the typical metrics that will be measured are shown below. In any case SLA/KPI as specified by the client shall take precedence 2.10.9.2 TYPICAL SERVICE LEVEL AGREEMENTS METRICS NO
METRIC
MEASUREMENT
SOURCE OF DATA
1
CUSTOMERS’ SATISFACTION RATINGS
Survey Result conducted every six months
Customer Satisfaction Su
2
CUSTOMER FAULTS REPORT
Incidences of Corrective Maintenance resulting from Customer complaints
CMMS
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Integrated Facilities Management Proposal YAYASAN KEPIMPINAN PERDANA
3
SCHEDULED MAINTENANCE DONE
Compared to Planned
CMMS
4
SERVICE RESPONSE TIME
Time taken to react to complaints
CMMS
5
SERVICE TURNAROUND PERIOD
Rectification Duration
CMMS
6
INTTERUPTIONS TO CRITICAL SYSTEMS
Breakdown Occurrences
CMMS
7
COMPLIANCE TO SHE REGULATIONS
Lost Time accidents, Licence expiration
Medical Report, Technica Audit
2.10.9.3 PERFORMANCE REPORTING GFM shall incorporate tasks and processes in a manner to assure consistent delivery of a high standard of quality in all services provided to the client. Monthly performance report shall be made consisting the following: Report of inspection activities. Report of maintenance activities. Notification of Defects (NOD). Reports presenting Key Performance Indicator (KPI) and Compilation of all other necessary reports during the period. Monthly highlights of incidents and events Status of systems
2.10.10 OPERATION & MAINTENANCE STANDARDS All works performed including personnel performing the work, material and equipment shall comply with the requirements, rules and regulations of the following regulatory authorities: Suruhanjaya Tenaga Tenaga Nasional Berhad (TNB)/ Supply Licensee PARTNER WITH QUALITY - ISO Certified Company (since 2003)
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Integrated Facilities Management Proposal YAYASAN KEPIMPINAN PERDANA
Communication & Multimedia Commission Syarikat Telekom Malaysia Berhad/Telecommunication Licensee Jabatan Keselamatan Pekerjaan dan Kesihatan (DOSH) Jabatan Bomba dan Penyelamat Jabatan Alam Sekitar (DOE) Jabatan Kerja Raya (JKR) Jabatan Penerbangan Awam (DCA) Majlis Perbandaran/DBKL And any other government or state departments having jurisdiction over services and facilities.
In addition, the following regulations and standards shall be complied with: The Electricity Supply Act 1990 The Electricity Regulation 1994 MS.IEC 364:1996 or BS 7671:1992 (IEE Wiring Regulation) Uniform Building By-Laws 1984 Factories and Machinery Act 1967 Occupational Safety And Health Act 514:1994 ASHRAE Standard 62-1989: Standards for Natural and Mechanical Ventilation All recommendations from the relevant equipment manufacturer operation and maintenance manual And any other laws and regulations enforced by the bodies/agencies recognised by the government.
2.10.11
EMERGENCY RESPONSE MANAGEMENT We use time-proven procedures for managing a crisis situation that may occur at any location within the area. For Yayasan Kepimpinan Perdana, we will prepare and document contingency procedures for the following situations: Emergency storm/extreme weather conditions Widespread unscheduled electrical power failure Catastrophic loss (i.e. due to fire, flood, etc.) Natural disaster recovery Work stoppage Bomb threats Riots Our primary emergency response management objectives will be the safety of personnel and protecting the facility assets while maintaining operating conditions.
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Integrated Facilities Management Proposal YAYASAN KEPIMPINAN PERDANA
Any link-ups with other parties (security personnel, departmental representatives, etc.) shall also be established.
2.11 M OBILISATION P LAN Upon confirmation, GFM shall deploy its personnel and equipment based on the topics given below:-
2.11.1 PERSONNEL
AND
MANPOWER
Mobilisation shall begin immediately (or on a pre-agreed time) upon completion of negotiations and receipt of letter of award (LOA). Ideally, sufficient time or notice period is required prior to site take over. In the case of this project, this is especially necessary considering the nature of the project and its criticality. As such, early issuance of the LOA would smoothen the exercise considerably.
2.11.2 EQUIPMENT & MATERIAL Aside from the standard personal hand tools and equipment, GFM shall also be bringing in the equipment listed below:General workshop equipment Racking for stores Communication tools such as walkie-talkie and repeaters Office equipment such as PC, networking, furniture and ICT facility Standard test and measurement devices Ladders and personal safety equipment Other equipment in the schedule of price shall also be included. As for materials, consumables and parts shall be brought in phases.
2.11.3 FACILITIES
TO BE
PROVIDED
BY THE
CLIENT
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Integrated Facilities Management Proposal YAYASAN KEPIMPINAN PERDANA
The provision of the below mentioned facilities by the client shall be required for proper execution of the FM works. Operations office: This is primarily used as a workplace for GFM’s management, supervisory and administration staff. The operations shall mainly be directed from this locale. Estimated floor area required is about 2,000 sq ft. The office shall have reception area, staff work cubicles, meeting room, technical library and archiving room. Power points, phone, fax and internet connections shall be made ready. This office shall be located in the same floor as the control room, preferably. Workshop/store room: This shall be the main location of any maintenance activity that is not performed in situ, such as heavy repair work or fabrication. An area for storage of parts shall also be arranged within this space. Equipment for this area shall be brought in by GFM. Estimated floor area required is about 750 sq ft.
3 COMMERCI AL The price for the services shall be:1) Comprehensive Contract – RM 49,082.61 per month Or RM 588,991.37 per year 2) Non-Comprehensive Contract – RM 43,180.65 per month Or RM
518,167.84 per year
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Integrated Facilities Management Proposal YAYASAN KEPIMPINAN PERDANA
3.1
C ONTRACT P ERIOD This is to be 1 years as per the RFP document.
3.2
F ACILITY M ANAGEMENT A GREEMENT Upon award of the contract, GFM shall proceed into the signing of ‘Integrated Facility/Asset Management Agreement (IAFM Agreement)’ within 30 days of mobilisation. IFM Agreement shall include all relevant contract terms and conditions, commercial requirements and technical specification details.
3.3 P AYMENT The annual fee payments shall be disbursed as follows:Fixed monthly billing of the contract sum divided by 36 months All payments shall be made in the currency of Ringgit Malaysia Term is 30 days or at other agreed period.
3.4 V ALIDITY This quoted price is valid for 60 days from the date of this submission.
3.5 E XCLUSIONS The price as above excludes the following: Building utility bills i.e. electricity, domestic water supply, natural gas; Rectification works for defects/failures during warranty period or due to inadequate initial design, material or workmanship
Loss or damage (consequential or otherwise) that is the subject of insurance claim due to natural disaster, sabotage, vandalism and theft; Loss or damage requiring total equipment replacement as a result of the said equipment having reached the end of its useful economic life or upon manufacturers recommendation; Any improvement or upgrade in work scope/manpower/services classified as capital expenditure or variation order or resulting thereof Any government taxes or fees (sales, service, statutory, etc.) are not included and shall be borne by the client
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3.5.1.1
3.5.2
3.5.3
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3.5.4
3.5.5
2
3.6
3.7
3.8
3.9
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3.10
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