CONVERGINGTELEKOM MALAYSIA BERHAD
FACILITIES TOWARDS
LIFE & BUSINESS MADE EASIER IN TM
MAINTENANCE SCENARIO
The comment that Malaysia is a case of a country“having First World infrastructure but Third WorldMentality” is very true when it comes tomaintenance.
-Tan Sri Lee Lam Thye, The Star 8th September 2016
British Standard Glossary of terms (3811:1993) defined maintenance as: the combination of all technical andadministrative actions, including supervision actions, intended to retain an item in, or restore it to, a state in which itcan perform a required function.
SCOPE FACILITIES MAINTENANCE
Lift & Gondola
Chilled Water
Plant
Maintenance,
Testing &
Inspection
Access Road
GensetBatteryMSB UPS Rectifier
Fire Fighting
System
Housekeeping
Air-Condition
Tower & Mast
Earthing
CONTENTS OF SHARING
LIFE MADE EASIER
TOWARDS CONVERGENCE
CHAMPION
CORPORATE INFORMATION
CONVERGING FACILITIES
CHALLENGES & IMPROVEMENT
PERSPECTIVE
Transforming Perception, Exceeding Expectation
OUR VISION & MISSION
“TO FOR A BETTER MALAYSIA “MAKE LIFE AND BUSINESS EASIER,
Total Commitment To Customers Uncompromising Integrity Respect & Care
We Deliver Life Made Easier:
To customers through converged lifestyle
communication experiences
To businesses, by collaborating with and supporting them with
integrated solutions
To the nation, by supporting socio-economic development
through education, innovation & social initiatives
OUR STAKEHOLDERS
TAN SRI DATO’ SRI ZAMZAMZAIRANI MOHD ISA Group Chief Executive Officer
SUPPORT BUSINESSTRANSFORMING PERCEPTION,
EXCEEDING EXPECTATION
Our Promise
Our Vision
PIP 3.0
Guiding Values
and Principles ADD VALUE BEST EFFORT
CONTINOUS IMPROVEMENT
STRATEGIES AT GLANCE
Brand Values
Brand
Positioning
Business
Strategy
SUPPORT BUSINESS DEMOGRAPHIC
Property Operations (PO)Facilities management solution including civil,mechanical, electrical and housekeeping services
Property Management (PM)
Management of TM’s land bank and buildingnationwide
TMF Auto Lease Sdn. Bhd. (TMFA)
Ensure all vehicles are roadworthy, utilized optimallyand available
Security Management
Provide reliable and effective security services
SB SUPPORT BUSINESS
Northern Region
Sabah Region
Southern Region
Eastern RegionMenara Kuala Lumpur
Manage tourist attraction and the broadcasting facilities
EXEC NON EXEC TOTAL
17 144 161
EXEC NON EXEC TOTAL
23 177 200
EXEC NON EXEC TOTAL
17 140 157
EXEC NON EXEC TOTAL
12 85 97
12% Female
88% Male
22 % Exec
78 % Non Exec
HeadquarterEXEC NON EXEC TOTAL
42 16 58
Sarawak RegionEXEC NON EXEC TOTAL
11 132 143
Central RegionEXEC NON EXEC TOTAL
153 327 480 TRANSFORMING PERCEPTION ,EXCEEDING EXPECTATION
TOWER &
GUYED MAST
LANDSCAPING & PEST CONTROL
COOLING MANAGEMENT
FIRE ALARM & DETECTION
SECURITY & ACCESS
CONTROL
SPACE & LAND MANAGEMENT
BUILDING STRUCTURE
HOUSEKEEPING & CLEANING
GREEN MANAGEMENT
VENDOR MANAGEMENT
CONTRACT MANAGEMENT
LIGHTING
LIFT & GONDOLA
SEWERAGE MANAGEMENTPOWER MANAGEMENT
PROJECT MANAGEMENT
WASTE MANAGEMENT
ELECTRICAL MANAGEMENT
FLEET
MANAGEMENT
TM BUILDINGSEXCHANGES -683
CABINS - 1,702
HILL STATIONS – 111
SKDL/SATELLITE ST -20
MCSB/TMTC - 4
TOWER & MAST – 696
COMMERICAL – 10FLOOR SPACE –
9,229,525 SQ FT (Nett)
CONTRACTS & VENDORS
CONTRACT -346
VENDOR – 206
FACILITIES ASSETAIRCOND- 22,449
PFE – 17,851
FIRE SUSP. SY -2,699
LIFT – 161
FLEET – 5,283
GENERATOR SET- 1,075
BATTERY – 3,345
RECTIFIER – 2,860
MSB – 882
UPS - 83
TM FACILITIES INFOGRAPHICS
SECURITY MANAGEMENT
Provides total facilities management solution including civil, mechanical, electrical, housekeeping,
security, and fleet services to network and non-network TM’s buildings.
STRATEGIC JOURNEY
Since beginning up to
19951995-2002 2003 -2012 2016 to now2013 -2015
1990 2000 20102005 2015 2016 20172012
A lot of set back of TM property due to non performance of Vendor and lack of personnel
All works were
done in-house
except for
housekeeping &
lift maintenance
Maintenance
was partly
outsourced
to Joint-
Venture
(JV)
partner/
outsider for
selected
buildings
1995
Total Outsourced
to Housekeeping,
M&E and
Comprehensive
Facility
Maintenance
Contractors for
selected sites
Total Outsourced
to specialist
AirCond, Fire
Protection and
Lift and Electrical
for selected sites
Total Facilities
Management
&
Specialization
Facilities
Maintenance
TRANSFORMING PERCEPTION, EXCEEDING EXPECTATION
TM facilities management has evolved since 1995 with different business model.
A CUSTOMER - CENTRIC CHAMPION
TRANSFORMING PERCEPTION, EXCEEDING EXPECTATION
WORKFORCE MANAGEMENT
Rollout of POMMIS On The Go 1.1POMMIS On The Go is a great tool to further improve productivityPerformance Dashboard
INFRASTRUCTURE Livable TM QuartersTM Convention Centre for various event like weddings, concert and seminar Access to TM Wifi at selected TM Buildings
PROJECT MANAGEMENT
TOOLS
PMMS (Project Monitoring & Management System) New performance improvement opportunities in project planning & delivery
ESCALATION & COLLABORATION
Email notification for faster services delivery Weekly performance sharing Early detection to prevent major outage
POMMIS On The Go 1.1
Faster ServicesDelivery
Better Accuracy& Efficiency
Greater Operational Control
Customer FirstOperations
Internal Customer Satisfaction Index (ICSI) is
part of the method to measure tenants
satisfaction on the facilities
8.27.52014 2015
CUSTOMER IS OUR
TOP PRIORITY
DIGITALIZATION AND INNOVATION
DIGITALIZINGFACILITIESMAINTENANCE
PO
MM
IS ON
THE G
O
WELCOME TO TM
STRATEGIC FACILITIES MANAGEMENT
Property Management
COMMERCIAL BUILDING
NETWORK & NON NETWORK BUILDING
Property Operations
TOTAL FACILITIES
MANAGEMENT
SPECIALIZATIONFACILITIES
MAINTENANCE
Property Management to focus on
optimization the quality & Cost of
services rendered, value of assets (recycle life management) and
satisfaction of customer for Life Made
Easier.
Property Operations focus on readiness of Cooling, Power and Fire Protection to
support TM backbone & system for Business Made
Easier
Air Cond Supply & Install
Air Cond Maintenance
Gen set Supply & Install
UPS Supply & Install
UPS Maintenance Electrical Parts Supply & InstallElectrical
Maintenance Building CME
Lift and Escalators Landscaping
External FacadeHousekeeping
Renovation
Fire Protection Supply
Fire Protection Maintenance
Supply & Install and
Maintenance CME
Services
Housekeeping
Renovation
Total Facilities
Management
CONVERGING FACILITIES
BUSINESS MODEL
Customer
Experience
+
Power
+
Cooling
ASSET MANAGEMENT
• Supply, installation as well as the maintenance of air conditioning units in TM buildings.
• Supply, installation and maintenance of fire protection systems in TM buildings
• Non comprehensive maintenance of electrical systems
• Maintenance of elevator systems in TM buildings.
Air Cond
System
Fire
Protection
System
Electrical
System
Lift
System
(Equip Bldg))
Fire
Protection
System
• Supply and installation of generator systems
• Supply of the fuel for generator’s use
Fire
Protection
System
Genset
System
• SOR of CME renovation in TM buildings
• High and low end housekeeping services
CME
CONTRACT MANAGEMENT
TOWER & GUYED MASTYearly conditional assessment
AIR-CONDQuarterly
general maintenance.
10 -15 years effective life span
LIFT & HOIST GONDOLAQuarterlyChecking. 15 Years effective life span
PROACTIVE MAINTENANCE & LIFE CYCLE MANAGEMENT
ELECTRICAL & POWER PLANT (AC)Weekly, quarterly and yearly
depends on types of maintenance.Genset is 30 years effective life span
BATTERY, RECTIFIER & UPSHalf & yearlyMaintenance.Battery – 7 years life spanUPS – 15 years life spanRectifier – 15 years life span
FIRE-FIGHTINGQuarterlygeneral maintenance.15 years effectivelife span
BUILDING & CABINHalf & yearlymaintenance
MANAGING NON-NETWORK FACILITIES
1-800-88-7557
Front liners work
24 x 7 to lodge
complaints on
facilities related
matters
Allow technical
team to analyze
& take action on
suspected and
critical case
POMMIS notify
respective Regional
Managers/
Leaders on the
critical case via
Allow Regional
/ CME Team to
further
investigate
complaints
Reports and
dashboard
performance by
HQ allow close
monitoring on
performance
Key features of TM facilities complaint and fault management
62% 73%2015 2016
Work Request Order (WRO) completion within 3 days. Current target including
7 days, 14 days and 30 days.
Our SB Helpdesk operate 24
hours x 7 and cater complaint
and enquiry on
Building
Security
Fleet
HOUSEKEEPING STRATEGIC DIRECTION
High End Low End
Premium Deluxe Standard Economy
Menara TM, TM
Convention Centre,
Menara Semarak, TM
Annexe, Menara Alor
Setar, TM Museum
State GM Office,
Critical Exchange,
MITC, TM CBJ,
RND, TM Point &
high density
population
Submarine Cable
Station, Earth
Satellite Station,
Manned Exchanges,
Quarters, Fleet
Management
Unmanned
Exchanges, Hill
Station, Rural and
Remote
Exchanges
MANAGING NETWORK FACILITIES
Average Monthly Power Related Issues outage
5 4 42014 2015 2016
Life Cycle
Management
Proactive
Schedule
Maintenance
Upgrading &
Enhancement
Electrical &
Cooling
System
Mobile
Asset
Management
OUR COMMITTMENT97% preventive maintenance as per schedule
99.9997% availability of critical air-conditioning
99.9997% availability of critical AC/DC power supply
90% response & restoration as per agreed SLA
Our TM Network Operations Centre monitor the overall health and breakdown of critical asset like aircondition, genset and fire protection through various alarm system like Centralized Power Alarm MonitoringSystem (CPAMS)
Our strong commitment to provide power ,cooling and fire protection
CENTRALIZED
NATIONWIDE
MONITORING
SYSTEM
CENTRE OF TM NETWORK OPERATIONS (24 x 7)
STRATEGIC ASSET
INTELLIGENT MONITORING SYSTEM
CENTRALIZED POWER ALARM MONITORING SYSTEM (CPAMS)
Monitor Power Related Element (PRE) Monitor Environmental Alarm
Rectifier fail
Battery on load
Breaker fail
Generator on load
Temperature
Fire fighting
Water leakage
Cable chamber water level
FACT AT A GLANCE
Installed
sites
nationwidePower
Related
Elements
sensors
installed
under CPAMS
186/2C LTE TM Paka (CPAMZ-1610-CM025 /
Eastern) got ACF alarm
since 04/10@1854-
1930 (0hr 36mins).
Final Remark: Attend by PO En Khairul inform alarm due to
ELCB LTE tripped, reset to restore. Suspect tripped due to lightning.
Proceed to closed TR.
INVIGORATING OUR ENVIRONMENT
FACTS AT A GLANCE 10.3% employee use public transport
to workplace
7 sites certified with Environmental
Management System ISO 14001:2004
53,807 MWh electricity consumption
and 251,037 m3 water usage in 2015
SUSTAINABILITY
Sustainability is embedded in every aspect of
what the TM facilities does, underpinned by a
purpose-driven business model rooted in
innovation. We aim to contribute in a meaningful
way and minimize our environmental impact in
maintenance and operation of TM facilities.
* Note: PUE = Power Usage Effectiveness < 2.0, BEI = Building Energy Index <200kWh/m2/year
(SEMaT)
* Public Switched Telephone Network (PSTN)
FACILITIES VENDOR MANAGEMENT
20
Lift (1.5%)
Housekeeping (10.8%)
Air-condition (11.0%)
Fire Fighting (11.8%)
Electrical (6.2%)
WORTH OF CONTRACT DISTRIBUTION
Do you know we have 346* contracts and 246* vendor in Support Business?
*Data June 2016
Total
contracts
worth
Worth of contracts
managed by Support
Business (annual)
penalty, reminder or show
cause letter to any
underperformed Vendors if
necessary.
High End Building
(90)
Low End Building
(85)
VENDOR
INTEGRITY AUDITGEGAR VENDOR
CHALLENGE
SUPPLIER RELATIONSHIP
MANAGEMENTVENDOR MONTHLY
MEETING
VENDOR MANAGEMENT
Others (58.7%)
OPERATIONAL SAFETY,HEALTH & ENVIRONMENT
New OSHE Policy and Management System fulfills MS1772 & OSHSAS 18001 standards
SAFETY COMES FIRST Safety Ladder : BS2307 Class 1 IndustryNIOSH TM Safety Passport (NTMSP) for access and work performPermit To Work (PTW) for high risk activities OSHE Plan & Job Safety Analysis before approval of contract Various OSHE training like BOFA, HIRARC and AESP
Photos at glance
BUSINESS CONTINUITY MANAGEMENT
TM reinforces business resilience by mitigating the risk of major service outage involving critical business functions and assets in the event of disasters
Asset
Strategic
Approach
•Infrastructure & Facilities
•Mobile Generators
•Diesel Storage & Supply
•Portable Air Conditioning
•Portable Rectifiers
Proactive
Coordination
•Tools & Test Gears
•Spares & Resources
•Insurance Claims
•Contractors & Vendors
•Network Support &
Escalations
Collaborative
Engagement
•PO Management
•CME Subject Matter
Expert
•Standby Staff
•Contractors & Vendors
•IT & Network Team
MOBILE GENSET FLOOD BARRIER
ELEVATED GENSETWATER PUMP OPERATION & SAFETY BOAT
DISASTER RECOVERY CABIN
RISK & COMPLIANCE MANAGEMENT
COMPLIANCE WITH CIVIL
AVIATION
ACT 1969
COMPLIANCE WITH ELECTRICITY
SUPPLY ACT 1998
COMPLIANCE WITH SEWERAGE
SERVICE ACT 1993
COMPLIANCE WITH PETROLEUM
(SAFETY MEASURES)
ACT 1969
COMPLIANCE WITH FIRE SERVICE
ACT 1988
COMPLIANCE WITH STREET,
DRAINAGE AND BUILDING 1974
Risk management is part of TM facilities strategies to chart positive growth. This include oversees
the compliance policy and plan as well as the effectiveness.
COMPLIANCE RISK
TRANSFORMING PERCEPTION, EXCEEDING EXPECTATION
CERTFIED TOWER
OUR COMMITMENT FOR EXCELLENCE
SERVICES
FOR THE BETTER MALAYSIA…..
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THANK YOU