FOR BUILDING FACILITY MANAGEMENT &MAINTENANCE (BFMM)

TECHNICALSPECIFICATION

Seminar Pengurusan FasilitiJKR 2017

Unit Perunding Teknikal AsetBhg. Perundingan Pengurusan Aset

Caw. Perancangan Aset Bersepadu IPJKR

Presentation Objective

• To understand the concept and familiarizewith the structure of Technical Specificationfor Building Facility Management &Maintenance

• Insight of the TS improvement and theway forward

Presentation Outline

FMM Technical Specifications

FMM Background

Way Forward

FMM Background

Land

Acquisition,

Planning,

Renewal,

Revitalization,

Disposal

30%

Design &

Construction

10%

Operation &

Maintenance

60%

LIFE CYCLE COST (30 YR

PERIOD)

Total Asset Management Model

FMM

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Source: Stewardship of Federal Facilities, 1998, NRC

• Routine Maintenance• Run to Fail• Breakdown/Corrective Maintenance• Repair• Replace• Upgrading

Business as Usual in Managing Government AssetsFM

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Government Asset Management ApproachFM

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Dasar Pengurusan Aset Kerajaan document approved by the Prime Minister

on March 27, 2009

Surat Pekeliling Am Bil 1 Tahun 2009: Manual Pengurusan Aset

Menyeluruh

Surat Pekeliling Am Bil 2 Tahun2012: Tatacara Pengurusan Aset Tak Alih

1. Tatacara Penerimaan & Pendaftaran2. Tatacara Operasi & Penyenggaraan3. Tatacara Penilaian Aset4. Tatacara Pemulihan & Naiktaraf5. Tatacara Pelupusan

1. Tatacara Penerimaan & Pendaftaran2. Tatacara Operasi & Penyenggaraan3. Tatacara Penilaian Aset4. Tatacara Pemulihan & Naiktaraf5. Tatacara Pelupusan

Sistem Pengurusan Aset Tak Alih Kerajaan (Aplikasi mySPATA)

(TPATA)

FM Comply with Government Asset ManagementInstruction

FMM

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FMM

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What is FACILITY MANAGEMENT?

“Facilities Management is the integration of multi-disciplinary activities within the built environment and the management of their impact upon people and the workplace”. - BIFM, UK

“The process by which an organisation delivers and sustains aquality working environment and delivers quality support servicesto meet the organisation’s objectives at best cost”.

- CFM at SGBS, Ustrath, UK

“Facility Management is the practice of coordinating the physicalworkplace with the people and work of the organization.It integrates the principles of business administration, architectureand the behavioral and engineering science.”

- American Library of Congress

PROCESS

Integrated Facility Management (IFM)

Integrated Facility Management (IFM)

• NAFAM 2007 Resolutions on Asset Management – 2 pilot projectsin 2009: Kompleks IPJKR Malaysia, KL & Kompleks JPM Parcel B,Putrajaya

• Combination of works and service scope in single FMM contract.FMM Main Contractor must be registered with CIDB (with relatedhead & sub head) and appoint Custodial Services sub-contractorthat is registered with MoF.

FMM

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FM Implementation History• FM in JKR: 53 projects implemented using CoC FM2008 through

Works Procurement method (Value of RM2.6b from 2009 to date).• Projects in WP Putrajaya, WP Kuala Lumpur, Selangor, Pahang,

Johor

FMM

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Principle of JKR FMM Contract

Philosophy of PERFORMANCE BASED CONTRACT

Single PointResponsibility Sustaining Asset Value Delighting Customer Supporting

Organisation

FMMC

Term Of

Reference

MANAGEMENT,

OPERATION &

MAINTENANCE

SERVICES

CUSTOMER

FOCUS

AGREED

SERVICE

LEVEL

TERMED

CONTRACT

CONTINUOUS

IMPROVEMENT

OBJECTIVES OF

PERFORMANCEBASED CONTRACT• Sustaining Asset Value• Delighting Customer• Supporting OrganisationFM

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FMM

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Single Point of Responsibility

OwnershipFull

Commitment

Proactive

MannerAccountability

Ensure TheQuality

Of Service

Appendix 1 Form of TenderAppendix 2 Letter of Acceptance of TenderAppendix 3 Summary of TenderAppendix 4 Schedule of PriceAppendix 5 Appendix To The Conditions of ContractAppendix 6 Treasury’s InstructionsAppendix 7 Government’s RequirementAppendix 7A FMM Technical SpecificationsAppendix 7B Performance RequirementAppendix 8 Site Information And Asset InventoriesAppendix 9 Form of Guarantee For Performance BondAppendix 10 Scope of FMM Services

FMM Conditions of Contract (FMM2016)– 62 clauses

Appendices:

FMM

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CoC FMM2016

FMM Implementation Elements

Site information & Asset Inventories, FacilitiesCondition Assessment, Service Level Agreement

Condition Of Contract

Technical Standard Specifications

Performance Requirements

Facilities Management Plans

FMM

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FMM TechnicalSpecifications

Management FundamentalsFM

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Planning

Organising

CommandingCoordinating

Controlling

Henri Fayol’s POCCC model

Management FundamentalsFM

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Ed Deming’s PDCA model

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What is TECHNICAL SPECIFICATIONfor Building Facility Management &Maintenance?

A Government requirement that specifiesthe:-• Required Performance from the management of

the FM services• Required Service Levels during the management

of the FM services• Performance Indicator to assess the FMM

Contractor’s performance

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Content of Technical Specification

Appendix 4A in FM 2008 vs. Appendix 7 inFMM 2016

Scope of Work

– 23 scopes

FM Services

– 8 services

Tech Spec

FM 20087 Section

Scope of

Services

- 4 scopes

Tech Spec

FMM

2016

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Content of Technical Specs (FM 2008)1. General2. Definitions

3. Scope of Work4. Performance & Service Levels5. Facilities Management (FM) Services6. Rules, Regulations And Standards7. Verification Of Completed Work / Deduction8. Drawings and Technical Details9. Operation and Maintenance Manuals And Spare Part Books10. Drawing, Documents & Operation / Servicing / Maintenance

Equipment, Plant And Tools11. Training for Successor Contractor12. Handover of The Asset13. List of Reports To Be Submitted By The Contractor14. Inspector/Verifier For The PD/ SO15. Provisional Sum

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The services that shall be provided, comprise but not limited to thefollowing:

1. Facilities Management (FM);2. Mobilization and Demobilization Management;3. Transition Management;4. Financial Management;5. Utilities Management;6. Quality Management;7. Risk Management;8. Health, Safety and Environmental Management;9. Human Resource Management;10. Customer Care Management;11. Incident Response and Disaster Recovery Management

(IRDRM);12. Procurement Management;13. Inventory Management;14. Operation and Maintenance Management;

3. Scope of Work (FM 2008)FM

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Spe

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Cont.. Scope of Work

15. Information Systems Management (ISM);16. Management Review and Reporting;17. Warranty Management;18. Energy Management and Conservation;19. Waste and Redundant Materials;20. Technical Library;21. Security Management;22. Event Management;23. Asset Condition Appraisal.

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3. Scope of Work (FM 2008)

5. Facilities Management Services(FM 2008)

8 FM Services

Customer Care

Call Centre

(Helpdesk).

Civil Maintenance

Mechanical,

Electrical and

Plumbing

House Keeping Pest ControlLandscape

(grounds-keeping)

Security Guards Security Guards

Tech

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cific

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Content of Technical Specs (FMM 2016)

Section 1: GeneralSection 2: Facility

Management Plan

Section 3: Contractor

Site Organization

Section 4: Facility

Management Services

Section 5: Facility

Engineering Operation

and Maintenance

Services

Section 6: Custodial

Services

Section 7: Technical

Advice and

Recommendation

Services

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• Purpose

• Objective

• Scope of Services

• Site Information & Asset Inventories

• Rules, Regulations and Standards

Section 1

General

• Facility Management Plan (FMP)Section 2

FM Plan

• FMM Work Program

• Monthly Payment Plan (MPP)

• Human Resource Management

• Competency of operation & maintenance

staff

• Quality Management

• Material & Spares Management

• Customer Care Management

• Site Office

• List Of Reports To Be Submitted By The

Contractor

Section 3

Contractor Site

Organization

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Content of Technical Specs (FMM 2016)

• Transition Management• Management Information System (MIS)• Utilities Management• Facilities Risk Management• Facilities Health, Safety And Environmental Mgmnt

(HSE)• Incident Response And Disaster Recovery Mgmnt

(IRDRM)• Energy Management• Space Management

Section 4:Facility

ManagementServices

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Content of Technical Specs (FMM 2016)

Section 5: Facility

Engineering

Operation and

Maintenance Services

• Operation Services

• Maintenance Services

Section 6: Facility

Custodial Services

• House Keeping

• Pest Control Services

Section 7: Technical

Advice and

Recommendation

Services

• Technical Advice &

Recommendation

Services

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Content of Technical Specs (FMM 2016)

Section 1 - Scope of Services

• The FMM Services shall also include but not limited to :

Facility Management Services

Facility Engineering Operation &

Maintenance Services

Facility Custodial Services

Technical Advice and Recommendation

Services

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Section 2: Facility Management Plan

Manage FM Services as per S.O accepted plan

Within 14 days from Commencement Date

Must be in accordance to latest ISO 9001

For every component of FM Services

Develop, execute, implement, and maintain

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Section 2: Facility Management PlanFM

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Spe

cific

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FMM Work

Program

Monthly

Payment

Human Resource

Management

Quality

Management

Material &

Spares

Management

Transition

Management

Customer

Care

Management

Management

Information

System (MIS)

Utilities

Management

Facility Risk

Management

Facility Health,

Safety and

Environmental

Management (HSE)

Incident Response and

Disaster Recovery

Management (IRDRM)

Energy

Management

Section 3: Contractor SiteOrganisation – FMM Work Program

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Plan, monitor, track and control the timely execution of

the activities and services

Manage resources more smoothly

Identify and monitor dependencies and constraints

between services to avert preventable delays

Communicate more frequently and effectively with FSO

and user/customer

Section 3: Contractor SiteOrganisation – Monthly Payment Plan

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Develop and implement Monthly Payment Plan that

includes a description projection of the cash flow for the

whole contract period

as guidance to the actual monthly payment

the actual monthly payment shall be based on actual

implementation of FMM activities and services done as per

assessment by FSO

Section 3: Contractor SiteOrganisation – Human ResourceManagement

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Staffing/Staff

Management

Competency

of O&M Staff

Working

Hours

Staff Safety,

Health &

Welfare

Section 3: Contractor SiteOrganisation – Quality Management

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Accredited and maintained to any latest version of MS ISO

9000, within 12 months of the Commencement Date

Adopt a Quality Management System that includes non-

conformance trigger points based on the operational,

contractual and financial matters pertaining to the Contract

Describing the steps the Contractor shall take to implement

the requirements of the SOP & Quality Management Plan

into its management processes

Section 4: Facility ManagementServices

Transition

Management

Transition

Management

Management

Information

System (MIS)

Management

Information

System (MIS)

Utilities

Management

Utilities

Management

Facilities Risk

Management

Facilities Risk

Management

Facilities Health,

Safety and

Environmental

Management (HSE)

Facilities Health,

Safety and

Environmental

Management (HSE)

Incident Response

and Disaster Recovery

Management (IRDRM)

Incident Response

and Disaster Recovery

Management (IRDRM)

Energy

Management

Energy

Management

Space

Management

Space

Management

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refers to the changeover from one FMContractor to New FM Contractor, from onecontractual arrangement to another or the

continuation of an existing arrangement on adifferent basis;

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Section 4: Facility ManagementServices - Transition Management

Transition

=

Changover

Mobilisation

=

Transition-in

Demobilisation

=

Transition-out

FM 2008

TransitionManagement

Mobilization andDemobilizationManagement

6 months

FMM 2016

• Transition Management Combine Transition &

Mobilization andDemobilization) 3 months

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Section 4: Facility ManagementServices - Transition Management

Transition Period : FM 2008

Transition(mobilisation)

6 months

Operation

A B D

FM Contract Period

ContractEND

ContractSTART

Transition (demobilisation)

6 months

C D

Commencement Date

SitePossession

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Section 4: Facility ManagementServices - Transition Management

FMM

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ions FMMC Timeline (FMM 2016):

Section 4: Facility ManagementServices - Transition Management

FMM

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ions FMMC Timeline (FMM 2016):

Section 4: Facility ManagementServices - Transition Management

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Help Desk

Personnel

Customer

Care

Service

Liaison/

Communica

tion

Section 4: Facility ManagementServices - Customer Care Management

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16.1 Application

Management16

.2 Technical

Library &

Repository

16.3 Warranty

Management

16.4

CMMS

Section 4: Facility ManagementServices - Management InformationSystem (MIS)

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Electricity Supply

Cold Water Supply

Chilled Water Supply

Treated Sewerage Effluent

LPG/CNG Supply

Section 4: Facility ManagementServices – Utilities Management

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Develop & Implement Facility

Risk Management Plan

Identify risk, effectively

mitigate and manage

Review, measure, register,

update risk database & report

Section 4: Facility ManagementServices – Facility Risk Management

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Energy Audit

Set Baseline Energy

Perfromance & Propose

Target Energy Reduction

Implement Energy

Conservation/Saving

Measures

Monitoring & Reporting

Section 4: Facility ManagementServices – Energy Management

• to establish Space Management Plan and to execute all theactivity relating to the space usage, space auditing, analysis inaccordance to the Space Management Policy and ManualOperasi Pengurusan Ruang (MOPR) Bangunan Kerajaan.

• to establish information systems, implement inventory controlsand conduct surveys

• To coordinate and conduct of the management of the spacerequest and booking refer to client’s requirement & MOPR

• To proposed space layout for distribution or redistribution spaceactivities based on space function assessment to the client forlayout and budget approval

• To carry out space assessment report and report to the clienton the space performance result.

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Section 4: Facility ManagementServices – Space Management

HELP DESK

SERVICES

COMPUTERIZED

MAINTENANCE

MANAGEMENT

SYSTEM (CMMS)

LANDSCAPE

WASTE AND

REDUNDANT

MATERIALS

Section 5: Facility EngineeringOperation & Maintenance Services

MECHANICAL

SERVICES

ELECTRICAL

SERVICES

CIVIL, STRUCTURAL

& ARCHITECTURAL

SERVICES

Operation Services

Maintenance Services

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MaintenanceSchedule &Frequency

Verificationof Work

Parts &Consumables

• Housekeeping Services

• Pest control servicesFacility Custodial

Services

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Section 6: Facility Custodial Services

Section 7: Technical Advise &Recommendation Services

• Specialist Work

• Procurement documentation

• Landscape design

• Interior design

• Building conservation

• Building retrofitting

Technical Advice

And

Recommendation

Services

2 types of KPI :

• Performance Based KPI

• PPM works, Complaints, Customer Satisfaction, Quality of works,

Reports, Energy management

• Availability Based KPI

• Services Availability – Electrical, Air Condition, Lift, Water Supply,

Toilets

• Asset Availability – Mechanical, Electrical, Toilets

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Appendix 7B:Performance Requirement

FMM

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ions PPM, Routine, Corrective Overall Service Delivery Customer care response Health and safety and statutory

requirements Service requests Reports

Power Supply Lift Air Conditioning & Temp. Min. 24°C Lighting Water Supply Toilet

Mechanical Asset Electrical Asset Toilet Asset

Appendix 7B:Performance Requirement

Way Forward

Way

For

war

dImprovement in PerformanceRequirement

Client FSO/JKR

Way

For

war

dImprovement in PerformanceRequirement

Key Performance Indcator

No KPI Me BIFM IFMA Northwestern

1The service delivery standards in the contractspecification are being met or exceeded √ √ √ √

2Service delivery times, where stated, are being met orexceeded √ √ √ √

3

Health, safety and environmental standards areregularly monitored, reviewed and maintained inaccordance with all legal and regulatory requirements.Injury/accident

√ √

4No failure to meet the response times set out in thecontract √ √ √

5 No breaches of the site security rules √

6No failure to be able to contact a senior member of thecontractors staff during the normal working day.Workforce effective

√ √

7The contractor is working effectively with the Employerto maintain costs at an acceptable level. Op budget,Total Cost of ownership (TCO)

√ √ √

8The contractor has a clear programme for maintainingstatutory compliance of the premises and is meeting itsrequirements

√

9 Customers are satisfied with the service √ √ √

10The contractor has a clear retention and motivationpolicy and is adhering to it. Workforceefficiency/effectiveness

√ √

11 Energy/water consumption efficient. Utility bills √ √ √12 Building condition metrics √13 FM learning & growth √14 Preventive maintenance (PM) closure √ √15 Rework √ √16 Proactive (self finding) √ √17 space cost √ √18 waste √19 overtime √20 spare parts stock adequacy √21 cleanliness, tidiness √

Way

For

war

dImprovement in PerformanceRequirement

SAMPLE Key Performance Indicators& Ascertained Performance Deductions

MCV (RM) 300,000.00

No KPI Weightage (%) KPI RM Equivalent Verification Methods> Random Inspections> Sampling Audits > Complaints> etc.> Random Inspections> Sampling Audits> Mystery shopping (for services such as Catering)> Accident Incidence Reports> Number of reportable accidents> Audit non-conformances> HS & E reports> Achievement of planned environmental initiatives

4 No failure to meet the response times set out in the contract 4 12,000.00 > Helpdesk reports on responses achieved> Security Incident Reports> Employee notifications> Client feedback > Complaints> Cost v Budget reports> Cost of variations

> Measurement of innovation and continuous improvement proposals

> Statutory compliance audits> Failure reports> Perception survey results> Data from Service Quality questionnaires> Data from the contractors Complaints Management system> Measurement of Customer take up (e.g. 8 No. of meals provided ismaintained or increasing)> Data from mystery shopping

> Customer forums are consistently recording high levels of satisfaction

> Staff retention policy is being applied > Staff turnover below the industry norm> No. of days lost through sickness> User feedback

The contractor has a clear retention and motivation policy and isadhering to it

Customers are satisfied with the service

The contractor has a clear programme for maintaining statutorycompliance of the premises and is meeting its requirements

The contractor is working effectively with the Employer tomaintain costs at an acceptable level

No failure to be able to contact a senior member of the contractorsstaff during the normal working day

Health, safety and environmental standards are regularlymonitored, reviewed and maintained in accordance with all legaland regulatory requirements

Service delivery times, where stated, are being met or exceeded

The service delivery standards in the contract specification arebeing met or exceeded

1

No breaches of the site security rules

10

2

3

5

6

7

8

9

9,000.00

25

25

10

8

3

-

-

75,000.00

-

25

75,000.00

75,000.00

30,000.00

24,000.00

KPI >90%

KPI 80-90%

KPI <79%

GREEN

AMBER

RED

Balanced Score Card

end of presentation