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SEMINAR PENGURUSAN ASET SEKTOR AWAM 2016
Delivering improvement, creating value
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- Pengurusan Prestasi Kontrak Konsesi Pengurusan & Penyenggaraan Bangunan Gunasama KerajaanPersekutuan (Zon Selatan dan Zon Sarawak)
Fauzi Che MohamadAmbang Wira Sdn Bhd 12.10.2016
Pengenalan Kontrak Konsesi
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Privatisation Agreement In Respect of Building Maintenance Support Services for
Government Buildings (Southern Zone and Sarawak Zone)
Government’s
RepresentativeKetua Setiausaha, Kementerian Kerja Raya Malaysia
Concession
Period10 Years (1 Jan 2016 to 31 Dec 2025)
Comprehensive Maintenance Critical Asset Refurbishment
Duly Authorised
Officer
Setiausaha Bahagian
Bahagian Pengurusan Fasiliti (BPF)
Kementerian Kerja Raya Malaysia
Ketua Pengarah
Jabatan Kerja Raya Malaysia
(JKR)
Concession
Company
Ambang Wira Sdn Bhd
Contract Building Southern Zone – 9 blocks
Sarawak Zone – 28 blocks
Services, Operational Concept & Service Level
SERVICES
• Facilities Engineering Services –Mechanical, Electrical, Civil & Structural, Architectural
• Grounds & Landscape Services
• Cleaning & Hygiene Services
• Pest Control Services
• Security Control Services
• Operational Concept
TRPI
• Service Levels and Performance Indicator
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MAP1-Planned
Preventive Maintenance
MAP2-Corrective
Maintenance including
Routine Corrective,
Breakdown and
Emergency Maintenance
MAP3-Schedule
Corrective Maintenance
MAP4-Recommending
Beyond Economic
Repair (BER)
MAP5-Define
Reimbursable Works
etc
Scope of Works
Requirement
Standard
Indicator
3.1.1 The Concession Company (CC) shall throughout the Concession Period, provide the Servicesto all Contract Buildings under this Agreement in accordance with the Master Agreed Procedures (MAP) and shall comply with the Technical Requirement and Performance Indicators (TRPI).
MAP
MAP (Sample)
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TRPI (Sample)
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Model for Continuous Improvement
PLAN - Establish the Objectives
and Processes
Manpower Planning – Nos,
Competencies, Attitude
Infrastructure Planning - tools,
equipment, technology
ISO9001:2008 – Quality Manual,
Quality Procedures & SOPs
Establish output expectation –
Individual KPIs
ACT - Maintain and Improve
Effectiveness
Document the results, analyze, identify
root-cause, remedial action
Monthly Report (to KKR)
Regional Meeting – 3M
‘Mesyuarat Pemantauan Penswastaan
(KKR) – 4M’
DO - Implement the Plan, Execute
the Process, Make the Product
(Service Delivery)
Implementation and Operate
Maintenance activities
CHECK - Monitor and Review the
Actual Result
ISO9001:2008, Quality Objectives – 1M
ISO9001:2008, Audit (Internal (1Y),
External (1Y))
ISO9001:2008, Customer Satisfaction
Survey (CSS) – 6M
Kajian Kepuasan Pelanggan (KKR) –
6M
Quality Procedure, Morning Briefing –
Daily
Quality Procedure, Vendor Performance Mgt – 1Y
Lawatan Pemantauan - Laporan
Ketidakakuran, LKA (KKR) – 3M6
Contract: Scope of
Services
Services
Level
Output: Contract
Compliance
Customer
Satisfaction
PLAN
- Work Processes, ISO9001:2008, Quality Procedures & SOPs
• Establish ‘Quality Procedures and Standard Operating Procedure (SOP)’ related to our activities, in
line with Contract requirements and specifications:
Scheduled Maintenance Procedure
Unscheduled Maintenance Procedure
Cleaning Services Procedure
Procurement & Contract Procedure
Security Control Services Procedure
etc
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PLAN
- Individual KPI
• To ensure all our staff understand their responsibilities and Company’s expectation
• Every category of staff will be having a set of a standardized KPI
SAMPLE – KPI for Building Manager
SAMPLE – KPI for Technician
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CHECK
- ISO9001:2008, Audit
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Quality Audit (1Y)
Examine whether the services that is delivered conforms to the requirement i.e. specifications, performance standards and customer
requirements
Internal (internal pool of auditors)
. NCR, Major
. NCR, Minor
. Observation
. Opportunity for Improvement
. Noteworthy Effort
External (by DNV)
. NCR, Major
. NCR, Minor
. Observation
. Opportunity for Improvement
. Noteworthy Effort
ACT
- Audit Result, External Auditor (DNV)
Findings 2008 2009 2010 2011 2012 2013 2014 2015 2016
Major NCR 0 0 0 0 0 0 0 0 0
Minor NCR 3 2 3 2 1 3 0 1 0
Observation 6 8 5 0 5 3 9 7 1
OFI 5 2 4 2 4 2 2 1 3
Noteworthy Efforts 1 1 2 2 3 2 0 1 2
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• Section 4.1.1 requires to define and document Quality Policy and Quality Objectives for quality and
commitment to quality.
• Quality Objectives are the measurable steps towards achieving Quality Policy
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CHECK
- ISO9001:2008, Quality Objectives (1M)
Quality Objective 2010 2011 2012 2013 2014 2015
100% Planned Preventive Maintenance
(PPM) carried out for the month99.24% 99.24% 100% 100% 99.52% 99.99%
90:10 Corrective Maintenance (CM) to
Breakdown Maintenance (BD) ratio96:4 98:2 98:2 98:2 97:3 97:3
Deduction not more than 0.25% 0.25% 0.25% 0.28% 0.28% 0.10% 0.10%
100% Compliance to statutory
requirements
97% 96% 96% 97.90% 99% 99.54%
Attain 85% Customer Feedback Survey 86% 87% 87% 87% 88% 87%
Monitoring Quality Objectives at Contract Building
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• MAP10, Clause 5.0, Procedure
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CHECK
- MAP10, Performance Audit by MOW (3M)
• ISO9001:2008 Standard there are 2 (two) requirements:
• to measure customer satisfaction
• to identify customer requirements
• The Customer Feedback Satisfaction Survey is designed to meet these two requirements
• 6-Monthly exercise or twice a year
• Form
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CHECK
- Customer Satisfaction Survey (CSS)
ZON 2008 2009 2010 2011 2012 2013 2014 2015
Sarawak Zone A 71.50 82.15 85.38 84.59 83.43 84.54 87.13 86.95
Sarawak Zone B 70.68 80.99 81.29 84.81 82.54 85.23 84.82 83.14
Sarawak Zone C 70.13 82.64 82.15 84.81 87.64 87.44 86.83 84.06
Southern Zone 71.59 89.08 90.08 89.70 90.38 89.42 89.99 88.92
Sarawak Zone 70.77 81.93 82.94 84.74 84.54 85.74 86.26 84.72
Concesion 71.18 85.50 86.51 87.22 87.46 87.58 88.13 86.82
Managing Contractor’s Performance
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Monitoring Performance
• Non-Conformity?
SCAPAR• Supplier Corrective and Preventive
Action Request Form
•Notify the contractor
• Investigate
•Corrective and preventive action
Performance Evaluation
Termination/
Renewal
• Not able to comply with corrective action?
• Termination
• Monitor corrective and
preventive action
• Yearly basis exercise
Q&A
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