PROPERTY MANAGEMENT costing approach in their planning process. However there is a gradual shift to integrated FM solutions by other larger real estate companies as they have observed the success of wasl properties as a leader in managing assets through outsourced integrated FM service providers. Other smaller landlords have also now changed the outlook in favour of quality service delivery rather than focusing only on cost.
WHAT ARE THE MAIN CHALLENGES/ BOTTLENECKS? The main challenge for the FM industry is the availability of skilled labour at a short notice. The recruitment process is a long-drawn exercise stretching for several weeks and months with low success rates. FM service providers need to incorporate career planning of their employees in their strategy. In a region with significant asset growth, there is an obligation on the industry to make a contribution proportional to the growth levels. The absence of technically certified FM workforce generates lack of confidence in the industry. Creation of a specialised training and development center and programmess for the shortage of skills is mandatory to address the skills gap. The laws applicable to maintaining assets and the local regulations are currently managed by several local authorities. Clients tend not to comply with such regulations due to lack of awareness or understanding. Another challenge would be the absence of any established benchmarks for various FM operating parameters, which makes it difficult to verify and confirm whether the operating efficiencies are the best. The other main challenges facing the FM industry include sustainability and the importance of preserving the current resources for the succeeding generations. HOW DO YOU WORK WITH FM COMPANIES TO PROCURE SERVICES? IS THERE A STANDARD FORMAT OR IS EACH PROJECT TAILOR MADE? The selection methodology for our FM services procurement involves multiple stages. The first stage is the prequalification of the integrated FM service providers. The prequalification exer-
- Wasl Square
cise enables us to shortlist the best FM companies and makes it easier to compare their ability and costs fairly. The prequalified FM service providers list is periodically reviewed and updated so as to ensure that new companies are also given an opportunity to participate in wasl’ s tenders. The final selection of service providers is done through an analysis which is based on weighted average of scores of multiple evaluators on various significant parameters like the company’s credentials, financial standing, client base, technical capability, value add services, energy saving and environment protection. The technical assessment especially for new service providers is done by visiting a few of their full-fledged FM integrated managed sites, their staff accommodation and site office to assess the ability to provide central support services. wasl properties believes in transparent procurement processes and every shortlisted bidder is given an opportunity to present itself and market its capability.
ONCE A CONTRACT HAS BEEN AWARDED, WHAT IS YOUR PROCEDURE FOR FOLLOW UP?
Once a project is awarded, the performance measurement assessment and score card is applied to assess FM contracts in all projects. The SLA (Service Level Agreements) and KPI (Key Performance Indicators) are also part of the RFP and once a contract is awarded they are converted into performance assessment tools. With each year of the contract the target score is increased to push service providers to continuously improve each year. There is a transition phase, where the service provider is given a three
months window to familiarise with the site and focus on training resources and fine tune services and other logistics. Multiple meetings at all levels are held to communicate and convey feedback. Moreover, a team of qualified facility supervisors conduct scheduled site visits to evaluate the service delivery. Every six months FM compliance full audit is done to provide high level feedback to the service provider. The best performing service providers are rewarded with certificates and plaques of appreciation. Individual performance of service provider’s resources who have done specific outstanding work is also appreciated and rewarded. Wasl also conducts FM workshops, annual supply engagement programmes, which create a platform for service providers to discuss innovations, creative ideas and challenges, which helps us enhance our relationship with the service providers. DO YOU FEEL THAT THE FM INDUSTRY HAS CHANGED IN THE PAST FEW YEARS, IN TERMS OF TRAINING OF WORKERS, SERVICES PROVIDED AND THEIR INVOLVEMENT IN THE MAINTENANCE OF A PROPERTY? There has been a lot of emphasis on training resources in the last few years. Many companies in the FM industry have set up training centers to train their resources on the latest technologies, which are expected to significantly enhance their output and efficiency. The management of FM companies has realised that training is needed and should be imparted not just to the new recruits, but refresher courses for the existing staff should also be there as they yield rich dividends in terms of improved productivity. Some companies track the performance of resources after the training and incentivise high performers to motivate others as well.
- Park Hyatt
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