reliance facility management - world franchise centre facility management ... process and technology...

Reliance Facility Management

(RFM)

Your Franchise Partner to the Top

Reliance Group Structure

Reliance Group of Companies

Reliance OAM

Dubai Office

London Office

RFM

Dubai office Abu Dhabi office Kuwait office Franchise

Nigeria Office

RFM Technical Services

Dubai

Abu Dhabi

Al Rashidy trading Establishment

KSA

Radiant Star,

Dubai

RFM is an ISO 9001, 14001 & 18001 certified property management company offering top quality services based on modern management practices, time-tested processes, result-orientated work plans and state-of-the-art technology tools that offer a competitive and comprehensive value proposition to its customers wide range of property owners and landlords.

Our Business

For over 14 years of successful operations, RFM has been offering personalized services to infrastructure management of each client by blending people, process and technology to enhance service levels, optimize utilization of assets and maximize investment.

Our Business

RFM offers a full range of facility management services and solutions including hard and soft services, risk management and administrative services for residential, commercial, corporate and industrial properties.

Our Business

Businesses Elements

Reliance Facilities Management

Reliance Owners Association Management

Reliance Technical Services

Full Involvement

In order to support the clients

more efficiently, we get

involved right from the design

stage, all the way to the

transition stage which makes

the process user-friendly and

sustainable…

RFM Global Standards – Mechanical Electrical and Civil services

(PPM)

– Building Automation and Management Systems

– Housekeeping

– Pest control

– Horticulture

– Security

– Parking and Security for Access cards

– Catering

– Front Office Services

– Travel Management

– Mail Management

– Transportation

– Relocation etc.

RFM provide a module of check lists and procedures for managing the operations of each facility as per our global standards. These standards include checklists, routines, trainings, processes and procedures all in line with RFM’s processes being maintained in all her locations globally. Some of the services include;

RFM has an international presence through its owned and franchised offices in Dubai, Abu Dhabi, Kuwait, London and recently in Lagos, Nigeria

Business Presence

Unique Business Proposition

BRAND RFM brand speaks of reliability, integrity and innovation in the field of property management.

PEOPLE RFM team trained according to top industry standards with degrees in facility & hotel management, engineering, finance and marketing.

PROCESS RFM created a process module “RFM Global Standards” which complies with the ISO 9001,14001 &18001 certified standards.

TECHNOLOGY RFM operational software is developed by emQube with best practices and processes including planning and executing all aspects of the services.

CUSTOMER SATISFACTION We understand that the requirements of each of our clients are unique, and as such we personalize the solutions offered to suit their precise need each time..

BEST PRICE Our pricing is competitive and we demonstrate the value we provide for the money we charge.

MARKETING our marketing professionals are trained to make FM franchisees business successful.

FAIR RETURN ON CAPITAL EMPLOYED We work hard with each franchisee to bring in a good return on investment in the shortest time possible.

RFM Services

RFM Services

There are 2 aspects to our services, to ensure all-round catering to the needs of our clients-

Consultancy

Operations Management

RFM Services - Consultancy

At Operations

Stage

At Completion

and Post Completion

Stage

At Construction

& Commission

Stage

At the Design Stage

RFM provides consultancy at 3 different stages of each project

At the Design Stage

• Sustainability of Design

• MEP Design Review

• Energy Efficiency

• Service Charge Evaluation

• Security ( Access and Ingress) & Landscaped & Soft Services review

• Space Analysis & Occupant Efficiency

• Fire & Life Safety Systems

• Environmental review ( Noise, Light and Air Supply)

• Finishes & Operational Implications Review

• Life Cycle Costing Analysis

At Construction & Commission Stage

• Tender Evaluation

• Testing & Commissioning

• Budgeting & Costing

• SOPs & KPIs

• Review Construction Processes as per Design Recommendations

• SLAs

• Asset Management Plan

• Contract Administration

• Equipment Reliability & Assessment

• Pre Qualification of Vendors

At Completion & Post Completion Stage

• Close Out Documentation

• Process Implementation

• Fit Out Guidelines

• Snagging

• Post Occupancy Reviews

• Occupant Handbook

• Defect Liability Reporting

• FM Performance Measurement System

• Training for various Stake Holders

• EHS Plan

At Operations Stage

• Asset Registration Process

• Review/Interview and report on Administration Management including system optional Analysis

• Review & report on existing Maintenance Contracts

• Preparation of RFP, Tender documentation and Shortlist FM Bidders

• Respond to Bidders Tender Clarifications & Bidders Tenders Evaluation Report

• Award Contract

• Transition and Handover Management

RFM Services

Hard Services FM Software Soft Services Risk

Management Administrative

Services

RFM Services – Operations

The purpose of facility management consultancy is to operate your resources at an optimal level, thereby maximizing your investment.

Hence, the operations at RFM are categorized as follows-

Hard Services

• Service Contract Compliance – To check if the out-sourced companies are carrying out the work as mentioned in the service contracts.

• PPM & Life Cycle Approach – This is the main focus for mechanical and electrical maintenance at RFM.

• PPM ( or Predictive & Preventive Maintenance ) and the Life Cycle Approach, can help create a pre-planned schedule for the routine maintenance of the various equipment used in the facility. These checks are carried out as per set International Standards and certified personnel.

• Spare parts held by owners – we arrange for the purchase and appropriate storage of the spare parts within the owner’s premises.

Soft Services

Cleaning Services

•Cleaning services of highest international standards are provided to complement each estate’s / developments finishes and design.

Pest Control

•General disinfestations adopted for flying insects and rodents.

•Strict quality controls ensures that only eco-friendly and bio-degradable chemicals are used.

Landscaping

•Landscaping maintenance and upkeep is carried out to standards utilizing original designer’s specifications and briefs

•We offer indoor & and outdoor plants maintenance, and garden & landscape maintenance.

Waste Management

•Solid waste from buildings must be collected and disposed off at the municipality designated areas by an authorized waste collection company to ensure environment friendly disposal.

Risk Management

• These inseparable services are implemented with a suitable security program for the building and a competent security team.

• The team consists of trained personnel of a suitable calibre, available at all times.

Safety & Security

• RFM has a vast knowledge of insurance policies and benchmarking available in the global market and advises its clients accordingly to safeguard its valuable assets.

Insurance Management

• RFM has formulated action plans and fixed procedures to be followed in the event of unforeseen disasters. These include evacuation plans for fire, bomb threats, accidents, etc.

Disaster Management

• Knowledge of future capital expenditure requirements is prudent, and assists greatly in formation of yearly business budgets and profit projections.

• Detailed surveys and life expectance analysis for items requiring periodic maintenance, predict the expenditure for the same, and is covered by the reserve funds.

• It also covers any unforeseen expenditures brought about by any disasters.

Reserve Fund/Sinking Fund

Administrative Services

Planning & Budgeting

Tennant-Owner

Relations

Mail Management

Contract Management

Space Planning &

Management

Front Office Management

Travel Management

Catering Management

Inventory Management

Admin Services


Tenant – Owner Relations

Facility management is incomplete and essentially a failure if the tenants residing in it are dissatisfied. So we

make their environment clean, safe, and convenient and attractive, to maintain

good relationships with them.

Planning and Budgeting

Here, the landlords are assisted by RFM to create

periodic budget forecasts, to be approved by the client.

This ensures that any unexpected expenditure is

avoided, serves as a reference to cross check

service payment requests.

Mail Management

RFM has tailor-made mail management solutions to

ensure efficient handling of an organization’s couriers

and mail to ensure security of data.


Contract Management

RFM provides business and personal products and

services, through vendors which have been carefully screened by the internal

quality management team for product quality and

service excellence.

In doing so, RFM is able to leverage discounts on both.

Front Office Management

RFM has set standards for telephone answering and visitor handling. Utmost importance is given to ensure that the staff

manning the front desk are trained to project this

image to the public whether by phone or in

person.

Space Planning Management

Through the implementation of

benchmarked standards, RFM helps organizations

optimize their space utilization. We assist

corporations in renovation of their facilities by

increasing the usable space without having to further

invest in real estate.


Inventory Management

RFM’s Inventory management systems

monitors the organizations assets, stationary and all

other materials.

This ensures that optimal levels of stock are

maintained and also prevents misuse of

materials.

Catering Management

RFM ensures that the quality of the food and the operations comply with the

organization’s environmental, health and

safety policies. It also involves the daily

management of the canteen and pantry facilities through specialized catering

vendors.

Travel Management

We ensure that accurate information is provided and travel requirements are met

in the simplest of ways. RFM has a stringent

procedure for short listing the agencies that would

provide the travel requirements of an

organization.

RFM Software

Facility Management Software

Easy Service

Service Desk

Log a Call

Call Log Console

PPM

PPM Console

PPM Schedule

Assign PPM

Set PPM

Asset Manager

Reports

Breakdown

PPM Reports

Trend Analysis

Asset History

Monthly Report

Setup

Users

Vendors

Easy Service Options

Parameters

Products

Categories

Locations


PPM -> Set Planned Preventive Maintenance.


A Sample Job Card.


Menu. Menu.

Nature of the Problem Status


Menu. Menu.

Asset Category Assigned to

RFM Franchise Model

RFM Franchise Offering

Ideally, RFM franchisee is an established facility management company property developer or a real estate firm with contacts with industry players in the target markets.

RFM Franchise Offering

People

Process

Technology

Franchisee Training

With full involvement in a two-week training program at RFM HQ in addition to two-week training and support in the franchised market, the franchisee and its staff are able to learn the following:

RFM corporate culture, business integrity,

brand value and market positioning

Step-by-step plans

for establishing

the new RFM

business in the new market

Manning plans, job

knowledge and

detailed job description

for each individual

staff

Service mix planning, fees and charges,

cost control and

profitability

Safety, cleanliness,

maintenance, sanitation,

hygiene and security

Software and IT

systems

Customer service and

personal sales

techniques

Pre-launch and annual marketing

plans

Initial Support

• Proprietary Software: Access to and customization of RFM proprietary software program which is developed by emQube for best practices and processes to assist new staff in planning and executing the services and operational plans through the implementation of several modules to manage the different aspects of business management including asset management, planned preventive maintenance, breakdown calls and service level assurances (SLAs).

• Accreditations, track-records and customers’ referrals: Sharing accreditations with leading societies and agencies related to facility management and a long list of client base as references to signify RFM professional expertise and to help in winning new business in the new market.

• Pre-entry financial study: Customization of a 3-year financial study according to local variables in the new market including investment plan and profit and loss statements.

• Initial Training: Two-week initial training at RFM HQ for up to 3 individuals of the franchisee staff.

• Pre-entry market support: Assistance in the evaluation of the market potential and identification of local service providers.

• Customization of service mix: Assistance in the customization of the service mix according to variables in the new market and development of a network of third party suppliers.

Initial Support

• Nominated suppliers: Support in the prequalification process for the provision of a list of nominated suppliers to secure quality standard.

• Marketing plans: Provision and customization of launch marketing program, public relation and social media campaigns.

• Marketing material: Assistance in design of initial marketing material, brochures and business literature.

• Web portal support: Uploading of the franchisee dedicated web page and/or information on RFM website

Initial Support

On-going Support

• Advice and guidance: On-going provision of management, operational, technical advice and guidance through telephone or electronic communication and video conferencing.

• On-going training: Provision of on-going refreshment managerial and operational training as and when agreed between the Parties.

• Marketing: Assistance in the customization of annual marketing programs and support in the execution of marketing and advertising plans in addition to design of social media campaigns.

• Periodical visits: Two visits per annum to the franchised market conducted by RFM professional support staff.

On-going Support

• Business auditing and control measures: Periodical management and financial auditing of the business and production of updated business plans and provision of control measures with regard to maintaining RFM brand image, Global Standards, operations, health and safety, accounting procedures, human resources and human and civil rights.

• Franchisees’ meetings: Organization of and invitation to periodical franchisees meetings.

• Operating manual updates: Periodic updates of operations manuals. • System upgrades: Provision of regular upgrades to business systems and

technology solution on an ongoing basis.

On-going Support

• Market research: Assistance in undertaking customer surveys and market research, develop and introduce new services, promotions and marketing ideas to address changing market trends.

• Sales updates: Sales evaluation based on historical performance and demands in the new market.

• Identity: On-going development of corporate image and identity.

RFM Achievements

Achievements And Accreditations

Facilit ies management

Company Of The Year-

Runner Up

RFM was awarded runner up for

consultancy company and Green FM

company of the year 2015

Winner “Facilities

Management Company

Of The Year 2016


RFM OHSAS certified and implementing new improved

safety and health management systems and procedure to all

existing and new clients.

RFM certified ISO 14001 to comply and standardize its management and operations procedures as per international

standards of environmental

management.

RFM awarded “Sustainable Initiative of the Year 2012” at Asian Facilities Management

Award.

RFM was awarded the Green FM company of the

year 2010


Our CEO sits on the Founding Board of MEFMA ( Middle East

Facility Management Association) Associates with

Dubai Real Estate Institute on FM/ OAM Training

ISO 9001:2008 Certified.

We are in tie up with Heriot Watt University, Dubai with a cross

training program for our employees & we support

internships for upcoming scholars in the Building Management

Segment

The only FM Company in the region to be short listed for

Lloyds Business Awards.

Some of RFM Projects

Location : Abu Dhabi

Property & Description : 72 floors, 5 Basement

Levels, Height of tower – 330 meters.

The tower include offices, shops, restaurants, a

sky garden, penthouses. The total built up area

is 205,000 square meters.

TFM services delivered within this tower.

These services include Mechanical, Electrical

and Plumbing, Cleaning,

Security, Front office Administration

Help Desk , Waste Management, Pest control,

etc

LANDMARK TOWER

Location: Dubai - Warsan South

Property and Description: As part of its mission to improve its services to its members, Texmas in year 2006 at its own cost, constructed the buildings, offices, showrooms, storage, utilities and improvements and completed Dubai Textile City offering a state-of-the-art operational facility exclusively for its members. Offering warehousing, showroom and office space, dedicated Dubai Customs and Immigration Services (EZW).

Scope of Work: The services we offered are Cleaning, Pest Control, HVAC, Electrical,

Mechanical, Plumbing, Fire Fighting, Elevators, CCTV

DUBAI TEXTILE CITY

Location : Abu Dhabi

Property & Description : 24 floors, 4 Basement.

Account Manager: Hari Sankar Sharma

Scope of Work: Integrated FM

Unique Activities: Cleaning, Security, Façade

cleaning, Front desk, Pest Control, HVAC,

Electrical, Plumbing, Elevator, Cradle

maintenance, Revolving doors and Systems

BUSINESS AVENUE TOWER

Location: Dubai

Property and Description: The Centurion

Star is a 12 Storey high elegantly

structured stand-out development

located near Deira City center. The

connected Towers offer a full range of

amenities combined with modern

facilities

Scope of Work: Complete Facility

Management services, includes cleaning,

Security, Front Office Administration,

Help Desk and Pest control

CENTURION STAR

Location: Dubai & Abu Dhabi

Project Description : After starting up first in Jeddah, Saudi Arabia (1981), in direct combination with the local Magrabi Eye Hospital, they have expanded into Bahrain, Egypt, Jordan, Kuwait, Lebanon, Oman, Qatar, and the UAE; making it the largest ophthalmic eyewear retail chain in the MENA region, with over 160 retail outlets.

Scope of Work : MEP, Civil and General work preventive and corrective maintenance in 27 stores all over UAE.

MAGRABI OPTICAL

Location : Dubai

Property & Description : 133 locations within

the UAE

Account Manager : Prasad Unnikrishnan

Scope of Work: Consultancy services

Unique Activities: Asset Registration Process; Review and report on DIB Administration Management including system optional Analysis; Review & report on existing Maintenance Contracts, Preparation of RFP, Tender documentation and Shortlist FM Bidders; Respond to Bidders Tender; Clarifications & Bidders Tenders Evaluation Report; Award Contract.

DUBAI ISLAMIC BANK

Location: Business Bay, Dubai

Property and Description: 7 parking floors, +

Ground floor + 20 floors of Commercial space

Account Manager: Naresh More

Scope of Work: Owners Association Services

Unique Activities: The services we offer are the

General, Technical, Financial and Customer Service

Management of the building. We are responsible

for the Service Charge Collection and managing

the interim Associations meeting to sought out

the day to day operations issues at the site

OPAL TOWER

reliance facility management - world franchise centre facility management ... process and technology...

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