Malls of India

FACILITY MANAGEMENT IN THE FACILITY MANAGEMENT IN THE INDIAN CONTEXTINDIAN CONTEXT

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

‘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’

‘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’

Occupant Perceptions

OrganizationNeeds

Cost

Productivity

Infrastructure

Micro-environ

Facility ServicesWO

RK

ING

EN

VIR

ON

MEN

T

Value Value ForFor

MoneyMoney

Value Value ForFor

MoneyMoney

Facilities Management’sEffectiveness is

Measured Through

… helping Clients attract and retain good employees by providing an excellent working environment

Understand FM …….Understand FM …….

Sector Overview in IndiaSector Overview in India

New Delhi & NCR ( 20%)

Mumbai(10%)

Pune(10%)

Bangalore(35%) Chennai

(10%)

Hyderabad(5%)

Others(10%)

Others include Chandigarh, BBSR, Indore, Jaipur, Vizag, TVM, Calcutta etc

Total FM Market : Rs.225 Crores

Future Growth ProspectsFuture Growth Prospects

44%

9%19%

28%

Area: 158 Million Sq.ft

FY 2004-05

46%

13%

18%

23%

FY 2005-06


48%

16%

17%

19%

FY 2006-07


42%

4%20%

34%


FY 2003-04

IT/ITES

RetailCorporate Office

OthersFY 2004-2005

FY 2005-2006

FY 2006-2007

Foreign systems in Indian Context- do Foreign systems in Indian Context- do they work??- Issuesthey 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 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

How we have innovated to cater to How we have innovated to cater to our Indian clientsour Indian clients

Case studies:• Integrated township • Retail destinations

TOWNSHIP-FM COMPONENTSTOWNSHIP-FM COMPONENTS

• MUNCIPAL SERVICES• ZONAL SEVICES

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

ZONAL SERVICESZONAL SERVICES

• Grass Mowing• Housekeeping• Pest and Rodent Control• Security• Electrical and Mechanical Services

STRATEGIC MANAGEMENT STRATEGIC MANAGEMENT STRUCTURESTRUCTURE

Delivery Systems•Performance Plan•Develop process improvement plan•Restructuring delivery relationships

Maintenance Mgt•Preventive maintenance•Condition monitoring•Corrective maintenance

Service Quality Measures•Management Systems•Health and Safety•Staff Professional development

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

b a c k n e x th o m e

S tra te g ic A s s e ts & F a c ilit ie s A u d it - - -T e c h n ic a l E v a lu a t io n o f B u ild in g s ta te a n d s e rv ic e s

F a c ilit ie s M a n a g e m e n t In c o rp o ra t in g q u a lity c o n tro ls , v e n d o r d e v e lo p m e n t , s u b -c o n tra c t m a n a g e m e n t, h o u s e -

k e e p in g s e rv ic e s a n d s y s te m s m a n a g e m e n t

A c tiv ity A G E N C Y T O P P E R F O R M A N C E

Z O N E P E R F O R M A N C E

O B S E R V A T IO N

G ra s s & w e e d M o w in g

T ra s h C o lle c t io n `

R o d e n t A b a te m e n t

A b a n d o n e d V e h ic le s

S a n ita t io n E n fo rc e m e n t

P a rk in g E n fo rc e m e n t

S tre e t/ S id e w a lk R e p a ir

S tre e t C le a n in g

L a n d s c a p in g

D e a d A n im a l P ic k U p

S Y S T E M O F M O N IT O R IN G M U N IC IP A L S E R V IC E S


Strategic Asset & Facilities AuditModern Techniques

S.no Service Item Functions Benefits Remarks

1. PropertyManagement

ComputerAided FacitlitiesManagement

ProvidesCentralisedexpertise for allmatter

Call Center can beestablished

2. FinancialManagement

FinancialSoftwareintegrated withCAFM

7 Levels ofHierarchy

Single SeatInterface

3. UtilitiesManagement

BuildingAutomationSystem

InteroperabilityViz HVAC,Lighting, BuildingAccess, Security,Fire Fighting,WorkManagement

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 grassclipper & leaves.

Systematic methodof Trash collection

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


S .n o S e r v ic e I te m F u n c t io n s B e n e f its R e m a r k s

5 . S tre e t C le a n in g M e c h a n ic a l S tre e t C le a n in g

C le a n in g S tre e t fo r m u d a n d l i t te r

R e g u la r is e c le a n in g o n a p e r io d ic b a s is

6 . O p e n A re a C le a n in g

P re s s u re C le a n e r , F lo o r S c ru b b e rs , D r ie rs

S w e e p in g & c le a n in g o f la rg e o p e n a re a s

E f f ic ie n t a n d m o d e r n m e th o d s o f c le a n in g

7 . S e c u r i ty E le c tro n ic & a c c e s s c o n tro l s y s te m , D ig i ta l v id e o T e c h n o lo g y

A c e n tra l is e d s e c u r i ty s y s te m

8 . T u r f M a n a g e m e n t

M o w in g E q u ip m e n t; B la d e T y p e , R e e l T y p e , F la il & R o ta ry ty p e S p r a y e r s S e e d e rs

C o m m o n ly u s e d fo r m o w in g la rg e o p e n a re a s C h e m ic a l S p ra y e rs a n d S p re a d e r

H ig h P ro d u c t iv i ty & Q u a l i ty p e r fo rm a n c e . E n v i ro n m e n ta l C o n c e r n , A d v a n c e d T e c h n o lo g y , C o m p u te r is e d S p ra y e rs . L a rg e c o v e ra g e a re a .

FOR A SUCCESSFUL MALL ……FOR A SUCCESSFUL MALL ……

• A Carefully Conceived Design

AND

• A Good Management Team, managing the 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 – Today’s Malls…..

Metropolis-Hiland Park, KolkataMetropolis-Hiland Park, Kolkata175,000 Sq.ft175,000 Sq.ftOctober 2004 onwardsOctober 2004 onwards

Shopping Malls Shopping Malls

City Centre, KolkataCity Centre, Kolkata400,000 Sq.ft400,000 Sq.ftMarch 2004 onwardsMarch 2004 onwards

Forum Mall, KolkataForum Mall, Kolkata200,000 Sq.ft200,000 Sq.ftApril 2003 onwardsApril 2003 onwards

Sigma Mall, BangaloreSigma Mall, Bangalore150,000 Sq.ft150,000 Sq.ftOct 2004 onwardsOct 2004 onwards

The Zone, NasikThe Zone, Nasik100,000 Sq.ft100,000 Sq.ftMay 2004 onwardsMay 2004 onwards


High Street Phoenix Mall, MumbaiHigh Street Phoenix Mall, Mumbai450,000 Sq.ft450,000 Sq.ftNov 2002 onwardsNov 2002 onwards

R Mall, MumbaiR Mall, Mumbai250,000 Sq.ft250,000 Sq.ftMarch 2004 onwardsMarch 2004 onwards

Forum Mall, BhubaneshwarForum Mall, Bhubaneshwar190,000 Sq.ft190,000 Sq.ftMarch 2004 onwardsMarch 2004 onwards

Galaxy Mall, GurgaonGalaxy Mall, Gurgaon160,000 Sq.ft160,000 Sq.ftJune 2004 onwardsJune 2004 onwards


Sahara Mall, GurgaonSahara Mall, Gurgaon237,000 Sq.ft237,000 Sq.ftJune 2003 onwardsJune 2003 onwards

Mall management : planning and strategyMall management : planning and strategy

PROPER PLANNING INCLUDES:

• VISITORS MANAGEMENT

• OCCUPANTS MANAGEMENT

• SOUND INFRASTRUCTURE

• CREATION OF AN AMBIENCE

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 MALL MANAGEMENT : PLANNING AND STRATEGYSTRATEGY

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 and Mall Management : Planning and StrategyStrategy

Scope of ServicesScope of ServicesUtilities

ManagementService

ManagementManagement

FunctionsMinor Repairs

• 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

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

Plant 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

MALL MANAGEMENT: Typical Organization Structure

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.

Escalators generally require 5-6 hrs time 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.

Plumbing Work 11 PM - 7 AM 8 Hrs.All plumbing work to be done at night in the presence of the security staff.

OPERATION SCHEDULE

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.

Documents

Malls of India