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

email

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…..

26

THANK YOU