6 august 2009

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6 August 2009

Ir. Hajah Rozilah binti Abdul Ghani

General ManagerUDA Dayaurus Sdn Bhd

[email protected]

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1) Facility/Maintenance Management ~ via UDA Group (UDA MALL Division), comprising operation & maintenance, emergency response, complaint handling, HSE, MIS and contracts.

2) Property/Retail Management ~ via UDA Group (UDA MALL Division), comprising marketing and promotion, tenancy management (including tenant mix, agreements, collectables, eviction), occupancy analysis, valuation, sale of properties.

3) Project Management ~ via UDA Group (UDA LAND Division and UDA URBAN Division), comprising project development of high rise offices, townships, condominiums, apartments, shopping malls/complexes and major refurbishment exercises encompassing market research, planning, design & construction. Include interaction with Town Planners, Marketing Consultants, Architects (Including Landscape), Engineering Consultants, Quantity Surveyors and Media Consultants, also coordination with Local Authorities.

4) Hospitality & Recreation ~ via UDA Group (UDA Leisure Division), comprising management of resorts, serviced residences, hotels, golf clubs, café and bowling centers.

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Incorporated 1982Incorporated 1982 Authorised Capital RM5,000,000.00Authorised Capital RM5,000,000.00 Paid-up Capital RM1,000,000.00Paid-up Capital RM1,000,000.00 Accredited with ISO 9001 since 1997Accredited with ISO 9001 since 1997 100% Owned by UDA Holdings Berhad 100% Owned by UDA Holdings Berhad

(MOF~Government)(MOF~Government)

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FMM Management and Consultation FMM Management and Consultation (high-rise offices, (high-rise offices, complex/institutes, mosques, condopartments)complex/institutes, mosques, condopartments)

Maintenance of Ventilation and Air conditioning SystemsMaintenance of Ventilation and Air conditioning Systems

Licensed Electrical Service Contractor Licensed Electrical Service Contractor (Suruhanjaya (Suruhanjaya Tenaga & Gas)Tenaga & Gas)

Building Audits, Energy Efficiency, Internal Air Quality Building Audits, Energy Efficiency, Internal Air Quality (IAQ)(IAQ)

Remote Monitoring Centre (RMC) via Internet Remote Monitoring Centre (RMC) via Internet (CCTV for (CCTV for Client’s Premises)Client’s Premises)

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Asset ManagementAsset ManagementTo recap ~To recap ~

Owners expect reliable services at least LCC Assets are vital to the users’ quality of life ~ economic

yields for Owners Assets must be operated properly Assets have designed life span Assets if neglected will incur economic loss, safety

risks, health hazards Assets will deteriorate and breakdown, Asset breakdown ~ results in residual damage, shorten

life span Assets need proper/regular maintenance and repairs Assets need proactive maintenance

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Asset ManagementAsset ManagementFurther Recap ~ TAMFurther Recap ~ TAM

Broad spectrum encompassing technical, financial, corporate, customer delight, document, data & records, service levels, performance measurements and processes all aligned towards the organizational vision/ mission/ objectives.

Based on asset LCC (ie asset planning, creation, usage and disposal)

Includes scopes in FM and MM (building, property, O&M, energy, utilities, communications, audit, emergency response, security, ground, HSE, business, risks, legal, IT, contractors, authorities)

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Facility ManagementFacility ManagementRecap still ~Recap still ~

Competency areas ~ O&M, Real Estate, Human & Environmental Factors, Planning & PM, Leadership & Management, Finance, Quality Assessment & Innovation, Communication, Technology

IFMA

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Asset/Facility ManagementAsset/Facility ManagementService Levels ~Service Levels ~

Functionality Responsiveness Reliability Capacity Quantity Quality Safety Environmental Capex Life costs

KPIs Maintenance Condition Usage Operational

efficiency

Benchmark ~Benchmark ~

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Asset/Facility ManagementAsset/Facility ManagementData, Records & Measurement ~Data, Records & Measurement ~

Asset register Key register Stock Schedules Manuals Drawings JIs, WIs, Checklists Room/space

Financial Operations data Energy KPIs

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Asset/Facility ManagementAsset/Facility ManagementOur Current Reality ~Our Current Reality ~

Fully constructed/operational buildings vs implementation of AM/ FM, even MM conceptsPost-construction data compilation for asset registerBelow par standards of asset condition/ construction/ design ~ inherited by AM/ FMNon-availability of As-built drawings/ schematics, O&M manuals, design parameters and T&C reportsLimited budget for MM, let alone AM/ FMNon-established standards, competency, scope and costsIncreasing demand and diversified players ~ price war Short term contracts ~ minimal standards of maintenance, maximize profit by holding back expenses related to proactive maintenance

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AM/ FM/ MMAM/ FM/ MMLet’s start from the bottom ~Let’s start from the bottom ~

AssetAssetManagementManagement

FacilityFacilityManagementManagement

MaintenancMaintenancee

ManagemeManagementnt

We should review where our MM is vis-à-vis existing buildings. Do we have adequate procedures for proper maintenance. Can we

standardize the ASLs/KPIs. Can we systemize the required data, is it up to date. What data is analyzed, how is the output compared

with other assets.

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Building Services & Equipment ~High Bills

Trapped in lifts

Black-outs

Fire

Dirty Toilets

A/C B/down

Flooding

Staff Turnover

Wastage

Littering

Spare Parts

Safety & Health

Leaking

Blocked Pipes

MMMM

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Operator = Competent, Trained, Good Communicator, Passionate, PR, Systematic

Equipment

Documentation

= Correct Type, Right Condition & Capacity, Calibrated, Availability & Environment

= Exists, Adherence, Identifiable, Distribution Control, Changes/ Revisions, Obsolesence

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Material =Comply to Specification & Quality c/w Documents, Right Quantity & Delivery Place/Time

Product =Tagging/Identification, Records/Data/Verification, Measurable/KPIs, Conformances, Customer Complaints, TQM

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SHARING OF SHARING OF EXPERIENCEsEXPERIENCEs

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Maintenance ManagementMaintenance ManagementOur Policy ~Our Policy ~

Objective Ensure consistencies of maintenance

standard ~ quality maintenance

Purpose Ensure that the building users are able to

enjoy the pleasures of their premises or assets on a continuous basis at a standard of efficiency they are comfortable with, at a cost they can afford, visually pleasing, environmentally correct and safe.

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Maintenance ManagementMaintenance ManagementWe shall ~We shall ~

Be Proactive Uphold Honesty & Integrity Subscribe to High Ethical Values & Transparency

Have preference for Technology-based solutions Adopt Maintenance Culture

Ensure reasonable duty of care to the public by never compromising on ~

• Safety• Health• Environmental considerations• Compliance to Regulations

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Maintenance ManagementMaintenance ManagementOur strategy ~Our strategy ~

Proactive Maintenance

Based on a planned schedule in anticipation of breakdown or economic life. Estimated life is derived

from historical data, condition monitoring parameters or manufacturer’s recommendation.

o Planned/ Scheduledo Preventiveo Predictiveo Condition-based

o Reliability Centered (RCM)

o Total Productive (TPM)

BAS, Logs, Stop/Work Permits, Post Boards, PPM Schedule, Monthly Job Sheets, Checklists/WIs/JIs, Quality Inspection,

Completion Certificates ~ VEU Manual

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Maintenance ManagementMaintenance ManagementOur strategy ~Our strategy ~

Reactive Maintenance

Due to unexpected failures/ breakdown (inaccurate anticipation of plant life, non-critical part, unrelated

factors, natural disaster). Immediate action to restore service or prevent repercussive damage.

o Unplannedo Fire-fighting/ Breakdowno Corrective

BAS, Logs, Stop/Work Permits, Incident Reports, Post Boards, Checklists/JIs/WIs, Emergency Response, Completion

Certificates, PPM Update ~ VEU Manual

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Maintenance ManagementMaintenance ManagementOur strategy ~Our strategy ~ Others

Priority ratings Quality Audits & Inspections Competency Complaints Deviation System Modification Safety Officer KPI

Random Inspections, B&A photos, Cyber-conference, Status Reports, Customer Service Questionnaire, Building Audits/

Survey, Modular/Ownership concept ~ VEU Manual

o Refurbishment/ Upgrading

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Quality Management SystemQuality Management SystemISO 9001:2008ISO 9001:2008

Others Checklists/Forms Work Instructions O&M, Acts, etc

BANGUNAN ILEPF : SERVICES DONE FOR THE MONTH OF

Adm

in

Host

el

Fla

t

Sport

Apart

mt E1

Apart

mt E2

Sura

u

Serv

ice

Ele

vate

d W

/T

Pum

p H

ouse

Guard

Post

Sew

era

ge T

/P

Com

pact

or

rm

Car

Park

Are

a

Landsc

ape

Chillers

CHWPs

C/Towers

CWPs

AHUs

ACSUs

Fans

Water treatmt

DBs

Risers

C/Panels

Motors

Gen sets

Lighting

Supervising

W/tanks

W/pumps

F/tanks

F/pumps

CO2 system

FA/Panel

CMS

F/Devices

F/Extinguisher

Hydrant

R/shutter

Auto door

F/fans

F/Intercom

SMATV

PA Equipmt

Lift

Sewerage (S/pumps)

Hardware

Software

Devices

CCTV

Security

Cleaning

Pest Control

Sanitary bin

Landscape

Waste disposal

Comments

SBU Head (Sign/Date)

Oth

ers

BA

SPA

Syst

emFire

Pro

tect

ion

Hydr

'lcs

Airco

nd

Ele

ctrica

l

5S PHILOSOPHY

o Space/Area NOT MAXIMIZEDo LESS itemso An EYESORE

o Space/Area MAXIMIZEDo MORE itemso Neat & tidy, straight, professionalo NOT an eyesore

STRAIGHT PATHLALUAN LURUS

o Dangerous Safe oo Rough Smooth oo Slow Fast o

LALUAN BENGKOKCROOKED PATH

MAKE THE RIGHT CHOICE. USE THE 5S.BE

RSEL

ERAK

DISO

RGAN

IZED

SUSU

N

ORG

ANIZ

EDQuality PlanVEU ManualsDepartmental

Manuals

Quality ManualQuality

Procedures

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Quality ManualQuality

ProceduresQuality Plan

VEU Manuals Departmental

ManualsOthers

Checklists/Forms Work Instructions O&M, Acts, etc

Quality Management SystemQuality Management SystemISO 9001:2008ISO 9001:2008

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QMS – ISO 9001:2008QMS – ISO 9001:2008VEU/Dept ManualsVEU/Dept Manuals

Our Design Output

1) General Overview2) Site Organization3) KPI (References)4) Forms5) QMS Implementation

TOOLS6) Overview of KPI & QSO7) Owner’s Manual

Our Quality Plan

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1) Zero Safety Incidents for Public2) Buildings’ Facilities Functional

100%3) Staff Productivity Increment @ 5%4) Staff Turnover <5%5) Quality Products

QMS – ISO 9001:2008QMS – ISO 9001:2008Our ObjectivesOur Objectives

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1) Zero Safety Incidents for Public

2) Buildings’ Facilities Functional 100%

3) Staff Productivity Increment @ 5%

4) Staff Turnover <5%

5) Quality Products

1) Zero Repetitive NCR

2) Zero CC3) Dissatisfaction

not more than 10%

4) 95% Compliance to the KPIs

QMS – ISO 9001:2000QMS – ISO 9001:2000Our ObjectivesOur Objectives

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QMS – ISO 9001:2000QMS – ISO 9001:2000Site OrganizationSite Organization

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Our QMS ~Our QMS ~KPIsKPIs

28Our QMS ~Our QMS ~KPIsKPIs

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Our QMS ~Our QMS ~PPMPPM

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Our QMS ~Our QMS ~PPMPPM

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Our QMS ~Our QMS ~

Monthly Monthly Job SheetJob Sheet

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Our QMS ~Our QMS ~

Site Site MonitorinMonitorin

gg

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Our QMS ~Our QMS ~

Subcon Subcon PerformancPerformanc

ee

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Our QMS ~ Our QMS ~ Modular CleaningModular Cleaning

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Our QMS ~ Our QMS ~ LandscapeLandscape

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Our QMS ~ Our QMS ~ MSO SkillsMSO Skills

39Our QMS ~ O&M PersonnelOur QMS ~ O&M Personnel

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BasicsBasics

Our QMS ~Our QMS ~Owner’s ManualOwner’s Manual

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GuidelinesGuidelines

42Our QMS ~Our QMS ~Owner’s ManualOwner’s Manual

GuidelinesGuidelines

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Routine TasksRoutine Tasks


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InspectionInspection

45Our QMS ~Our QMS ~Owner’s ManualOwner’s Manual

Basic SkillsBasic Skills

46Our QMS ~Our QMS ~Owner’s ManualOwner’s ManualBasic Skills ~Basic Skills ~Safety RulesSafety Rules

47Our QMS ~Our QMS ~Owner’s ManualOwner’s ManualBasic Skills ~Basic Skills ~EnvironmentalEnvironmental

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Our QMS ~Our QMS ~Owner’s ManualOwner’s ManualBasic Tools/EquipmentBasic Tools/Equipment

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InventoryingInventorying


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Our QMS Our QMS ~ Flow Charts~ Flow Charts

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Our QMS Our QMS ~ Analysis of System Defects~ Analysis of System Defects

020406080

100120140

EC

VAC VT

FF

BM

S

CS

Sec

urity

MO

C

MO

L

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Our QMS Our QMS ~ Analysis of System Defects~ Analysis of System Defects

020406080

100120

Zone1 Zone2 Zone3 Zone4 Zone5

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Our QMS ~Our QMS ~

JI’sJI’sWI’sWI’s

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Our QMS ~Our QMS ~


55Our QMS ~Our QMS ~

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Our QMS ~Our QMS ~


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Our QMS ~Our QMS ~

Root Cause Root Cause Identification Identification

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Our QMS ~Our QMS ~

CommunicatiCommunicationon

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Our QMS ~Our QMS ~

Work Work PermitPermit


Work Work PermitPermit

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Our QMS ~Our QMS ~

CommunicatiCommunication Post Boardon Post Board

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Our QMS ~Our QMS ~

Status Status ReportReport

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VEU ILKS KWSP MONTH MAY 2003

Activities at site including supervision of related maintenance contractor, monitoringoperation of mechanical & electrical appliances and equipment, analyze and monitorusage and trends of water and electricity And performed maintenance work such asreplacement of defective parts, rectification, repair and monthly as well as periodic service especially for mechanical equipment.

Status of M&E equipment, as 28 of May 2003 all the equipment function 100% except loop no. 1 fire detection panel which planned to repair/replaced faulty detector on 29 & 30 May 2003 and LCD panel for chiller no 1not functioning since 26 May 2003

Status of stop permit for ILKS KWSP as per today is 1 (Chiller LCD panel)

Fire Drill has been postponed to 16 June 2003

In utility, usage of electricity and water reduced to 3.3% and 3.4% respectively compared to last month because of high usage at apartment and hostel block, compared to the previous.Reading and date of service as attached in the following page.

For modular concept of cleaning, ESSET will monitor every 2 month and will extend theirpermission accordingly if they satisfied.No moos had been terminated in month of May 2003

Maint Log for May as per today is 11 items, customer feedback 18 itemsThank You

ASA page 1 of 2(ILKS KWSP VEU Head)

Prepared by

EXECUTIVE SUMMARY

Date Of Service/ Inspection KPI Status CommentAir-conditioning System-AHU, FCU & FAN a 100%-CT, CHILLER, PUMP, PIPE a 100% Chiller panel no.1 down

Fire Detection Panel x 90% Loop no. 1 faulty

Fire Pump, panel a 100%

Lift System a 100% No man trapped

Electrical (HT&LV) a 100%

Generator Set a 100% tested 2 off&1on load

Pipe Riser a 100% No pipe burst

Access Card a 100%

Building Automation Sys. a 100%

CCTV a 100%

Electrical DB a 100%

Public Address System a 100%

KPI Status CommentPest Control a 100%

Sanicare Hygiene a 100%

Waste Disposal a 100%

Legend:a KPI Compliedx KPI Not complied page 2 of 2

13 & 26DAILY

10

NOV17

28Planned 29

9

Other Services

11, 12 & 25

1908 & 2624 & 3111 to 12

Planned 29&3022

MECH. & ELECT. SYSTEM

20 & 24

MAY

2 to 5

KPI ~ KPI ~ Monthly Monthly ReportReport

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Our QMS ~Our QMS ~

Condition Condition AppraisalAppraisal

Building:


Condition Condition AppraisalAppraisal

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Our QMS ~Our QMS ~

Incident Incident ReportReport


Incident Incident ReportReport

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Our QMS ~Our QMS ~


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Our QMS ~Our QMS ~

Customer Customer ServiceService

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Customer’s Satisfaction

OVERALL DISTRIBUTION of BM at POS

Good85%

No Good15%

CUSTOMER SURVEY AT POS MALAYSIA (07/02/2003)

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0 2 3 2 5 2 1 9 0 4 0 0 0 1

1 13 12 11 10 12 14 6 14 10 14 14 15 14

Cmn-Area

ToiletsSignage

sParking

Landscape

Air-Cond

Lift Lighting PAPolitene

ssHelpfuln

essDisciplin

eAvailabili

ty

MOTSOperation & Maintenance of LiftsLighting at Car ParksCondition of PA System reflects staffs’ skill/competencyToilets is the first impression on our cleaning standards

MOTSOperation & Maintenance of LiftsLighting at Car ParksCondition of PA System reflects staffs’ skill/competencyToilets is the first impression on our cleaning standards

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Our QMS ~Our QMS ~

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Our QMS ~Our QMS ~


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Human Capital DevelopmentHuman Capital DevelopmentCoaching/Training is KEY ~Coaching/Training is KEY ~

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Our QMS ~Our QMS ~


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We are in the business of Facility & We are in the business of Facility & Maintenance ManagementMaintenance Management

We are committed to provide quality We are committed to provide quality service with a duty of care to the publicservice with a duty of care to the public

We emphasize on the state~of~the~art We emphasize on the state~of~the~art technologytechnology

Exceeding customers’ expectation is our Exceeding customers’ expectation is our cultureculture

Our MISSIONOur MISSION

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Thank You