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
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
Organization
Needs
Cost
Productivity
Infrastructure
Micro-environ
Facility Services
W
O
R
K
I
N
G

E
N
V
I
R
O
N
M
E
N
T

Value
For
Money
Facilities Managements
Effectiveness is Measured
Through
helping Clients attract and
retain good employees by
providing an excellent
working environment
Understand FM .
Sector 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 Prospects
44%
9%
19%
28%
Area: 158 Million Sq.ft
FY 2004-05
46%
13%
18%
23%
FY 2005-06
Area: 201 Million Sq.ft
48%
16%
17%
19%
FY 2006-07
Area: 255 Million Sq.ft
42%
4% 20%
34%
Area: 125 Million Sq.ft
FY 2003-04
IT/ITE
S
Retail
Corporat
e Office
Others
FY 2004-2005
FY 2005-2006
FY 2006-2007
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
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 t h o m e
Strategic Assets & Facilities Audit ---
Technical Evaluation of Building state and
services
Facilities Management
Incorporating quality controls, vendor
development, sub-contract management, house-
keeping services and systems management
Activity AGENCY TOP
PERFORMANCE
ZONE
PERFORMANCE
OBSERVATION
Grass & weed
Mowing

Trash Collection `
Rodent Abatement
Abandoned Vehicles
Sanitation
Enforcement

Parking Enforcement
Street/ Sidewalk
Repair

Street Cleaning
Landscaping
Dead Animal Pick Up


SYSTEM OF MONITORING MUNICIPAL
SERVICES
b a c k n e x t h o m e
Strategic Asset & Facilities Audit Modern Techniques
S.no Service Item Functions Benefits Remarks
1. Property
Management
Computer
Aided Facitlities
Management
Provides
Centralised
expertise for all
matter
Call Center can be
established
2. Financial
Management
Financial
Software
integrated with
CAFM
7 Levels of
Hierarchy
Single Seat
Interface
3. Utilities
Management
Building
Automation
System
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
4. Trash
Collection &
recycling
Collection
Large Super
cans (96
gallons)
Collection on a
periodic basis. All
trash is bagged
and put in a super
can.
Bags outside the
can are allowed
only for grass
clipper & leaves.
Systematic method
of Trash collection
Recycling
collection-
newspaper,
corrugated
cupboards, food &
beverages, cans,
glass bottle,
metals, plastic etc.
b a c k n e x t h o m e
S.no Service Item Functions Benefits Remarks
5. Street Cleaning Mechanical
Street Cleaning
Cleaning Street
for mud and litter
Regularise
cleaning on a
periodic basis

6. Open Area
Cleaning
Pressure
Cleaner, Floor
Scrubbers,
Driers
Sweeping &
cleaning of large
open areas
Efficient and
modern methods
of cleaning

7. Security Electronic &
access control
system, Digital
video
Technology
A centralised
security system

8. Turf
Management
Mowing
Equipment;
Blade Type,
Reel Type, Flail
& Rotary type

Sprayers






Seeders
Commonly used
for mowing large
open areas



Chemical
Sprayers and
Spreader





High Productivity &
Quality
performance.



Environmental
Concern,
Advanced
Technology,
Computerised
Sprayers.

Large coverage
area.

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 Todays Malls..

Metropolis-Hiland Park, Kolkata
175,000 Sq.ft
October 2004 onwards
Shopping Malls
City Centre, Kolkata
400,000 Sq.ft
March 2004 onwards
Forum Mall, Kolkata
200,000 Sq.ft
April 2003 onwards
Sigma Mall, Bangalore
150,000 Sq.ft
Oct 2004 onwards
The Zone, Nasik
100,000 Sq.ft
May 2004 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
Forum Mall, Bhubaneshwar
190,000 Sq.ft
March 2004 onwards
Galaxy Mall, Gurgaon
160,000 Sq.ft
June 2004 onwards
Shopping Malls
Sahara Mall, Gurgaon
237,000 Sq.ft
June 2003 onwards
Mall 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
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
Mall Management : Planning and Strategy
Scope of Services
Utilities Management Service Management Management
Functions
Minor 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
Workplace Management & Consultants (NCR) Pvt. Ltd
Deployment Deployment
Mall Manager
Accountant
Storekeeper
Shift Engineer H/K Exec
CCTV Op Electrician AC Tech Plumber
Lift Op Carpenter
Helper
H/K Sup
Property Manager
Customer Care Exec
Fire Tech
DG Op
Fire Officer
MIS Exec
Security Guard
Security
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 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.