Facility insight March / April 2015

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Jamal Lootah, President of MEFMA welcomes you to the Special Confex Issue of Facility Insight.


The latest developments in the field of facilities management.


MEFMA organized a roundtable event for founding members giving them an open platform to discuss their challenges and expectation from the association.


Mohammed Khoory, General Manager Asset Management Services & Solutions at wasl Asset Management informs us about the tendering process, company plans and industry challenges.


Adrian Jarvis, General Manager of FSI Middle East shares insight on FSI’s Concept Evolution CAFM.



MEFMA Confex 2015 is well packed to offer valuable insight to the attendees; Facility Insight highlights key elements of the event.


ANNIVERSARY INSPECTION Dubai adopts Star Rating System to rate asset quality and performance, James Garbutt, Managing Director, Real Point reveals more details.

MMG (Maintenance Management Group) completes 15 years of operations, celebrating its achievements with employees and business associates.



SALARY GUIDE James Maltman, Managing Director of Engage Selection reveals 2015 Salary Guide for the facilities management industry.

Facility Insight, The voice of the Industry, is the official publication of the Middle East Facility Management Association.

SUSTAINABILITY Green cleaning is a way to go forward in FM, by Ali AlSuwaidi, MEFMA Board Member.




STAGE IS SET FOR MEFMA CONFEX 2015 Your platform to integrate with the industry and its stakeholders


ith MEFMA’s Confex fast approaching, we have to take stock and understand the importance of the event and its influence on the industry. At the 2014 edition, the Middle East Facilities Management Association (MEFMA) was listening carefully to the concerns of its members and in the last year MEFMA has published guidelines on a range of topics, from health and safety through technology and training that are used to promote best practice. Likewise, MEFMA has been working closely with government regulators to develop commercially viable guidelines that promote standardization. This includes benchmarking and setting minimum design requirements to help ensure facilities management is introduced at the design stage of any new development and maintained to international standards thereafter. In the last year, this has been best illustrated by a new Star Rating System that MEFMA has launched in close consultation with RERA and details of which will be announced at the Confex. This year we are also revolving our panel discussions around the theme; Smart Cities, Smart Technology; Smarter FM to highlight the role FM has in everyday society and on the development of local economies. So please engage with the association and make the most of the 4th edition of the Confex – a conference that continues to attract the most prominent names and companies in regional facilities management. Because the association is always taking note, networking and making the most of the opportunity to integrate with the industry and its stakeholders.



MAR-APR 2015

MIDDLE EAST FACILITY MANAGEMENT ASSOCIATION PO Box. 126732, Dubai, UAE Phone: +971 4 4549844, Email: info@mefma.org CONTACT US Sinead Smith Director Phone: +971 50 8491447 Email: sinead@mefma.org Vass Mafilas Consultant Aslam Kabeer Design & Art Editor

Jamal Lootah

President of MEFMA

Cover Story Fourth Edition of Confex Smart Technology, Smart Cities, Smarter FM. (pg 10)




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CS Group announced the formation of a facilities services joint venture in Saudi Arabia with the Jeddah-based Zahid Group. The new OCS Arabia venture will be headquartered in the King Abdullah Economic City, the new port facility and development zone in Saudi Arabia. The joint venture will complement

OCS’s existing operations in the Middle East, which were launched in May 2012, with the signing of a joint venture with Qatar’s Tadmur Holding. The Qatar deal was followed by a second joint venture in the United Arab Emirates, with the family-owned United Technical Services in May 2014. According to OCS, the Saudi Ara-

bian joint venture will provide clients with an unrivalled combination of local understanding and global expertise in the delivery of total facilities management. Chris Cracknell, Chief Executive Officer of OCS Group said, “Saudi Arabia is an economic powerhouse with growth in gross domestic product (GDP) running at over 5% a year with significant capacity for future infrastructure spending. OCS Arabia is in a position to serve owners and operators of the new buildings and deliver value through our unique levels of sector expertise.” “I am confident that OCS Arabia will quickly become the Saudi benchmark for facilities management solutions across a broad range of sectors and asset types,” said Zayd M. Zahid, Director Investments of Zahid Group Holding.



nterserve, the international support services and construction group, and the Rezayat Group of Saudi Arabia announced a new joint venture business to provide facilities management services throughout the Kingdom of Saudi Arabia. The joint venture will operate under the name Interserve Rezayat. Rezayat is a leading provider of support ser-

vices - including total FM packages, housing and building maintenance - in the Middle East for over 50 years and complements Interserve’s strength in the European facilities management market and long established presence in the Gulf market. Interserve Rezayat will build on the strengths of both companies to deliver integrated facilities manage-

ment solutions throughout the Kingdom, including technical, maintenance, operational and managed services as well as a range of general support services. The Saudi Arabian facilities management market to be served by the joint venture of Interserve and the Rezayat Group, is expected to grow substantially over coming years.



ofely Besix Facility Management (CBFM), a leading integrated facilities management company in the region, has appointed Nick Powell as the UAE’s Country Manager. Powell brings over 30 years of experience working in the facilities management field across various roles. His background ranges from hands on experience working on all forms of HVAC, water treatment, power generation and other mechanical services, to senior management roles controlling the companies’ regional operations. Prior to joining CBFM, Powell worked as Operations and Business Development Manager for three years for Serco ME in Qatar. He also previ4


ously worked as Operations Manager and Business Development Manager for MAF Dalika in Abu Dhabi for two years before being promoted to Operations Director in 2010. Powell worked for AGIP & Chevron Oil & Gas Projects in Kazakhstan as Operations Manager from 2005-2008, and also owned and directed Avon Water Services in West Australia for seven years from 1998. His first stint in the Middle East, however, began in 1983 in Saudi Arabia, where he worked as HVAC & Mechanical supervisor for the Kingdom of Saudi Arabia Hospitals, and later as Mechanical Service Manager for the King Fahad Nation Guard Hospital. Commenting on his new role,

Powell said: “My current role entails being responsible for all operational activities within our current contracts, meeting with clients and discussing any concerns they may have and offering ideas to improve the service we offer in the region,” explains Powell. “My main goal, however, is to drive the company vision through drive, commitment, daring and cohesion by making good connections with colleagues that generate a strong spirit of teamwork,” added Powell. Powell also has an MBA from Australian Institute of Business, and is a member of the British Institute of Facilities Management.




mdaad Qatar, the Facilities Management (FM) company based in Qatar, has announced that it has signed a deal with United Development Company, the Island’s master developer, to provide professional cleaning services to the Master Community infrastructure, buildings, and facilities throughout the Pearl Qatar in Doha. Under the terms of the 3-year agreement, Imdaad will provide routine, periodic, reactive and deep cleaning services within the community. The scope of work includes

Mechanical and Manual Road Sweeping and Cleaning, Seawater Cleaning, Fixtures, Beach Cleaning, General Cleaning, Empty Plots, and PA Boardwalk Cleaning. The cleaning services shall include all Master Community areas with the exception of Madina Central, retail areas, water features, and residential buildings. Imdaad shall supply all required labour, tools, cleaners, equipments and materials to carry out the work. Popularly known as Doha’s ‘Riviera Arabia,’ The Pearl Qatar is a prime

luxury and lifestyle destination on the capital’s West Coast. It is built over 4 million sqm of reclaimed land with a 32-km long seafront. The Pearl Qatar boasts of premium residences, high-end retail outlets, and luxurious hospitality chains along with three world-class marinas and an impressive beachfront. Imdaad Qatar extends parent company Imdaad’s extensive experience in total facilities management services, soft services, recycling, waste management, power generator rentals and consultancy to the vibrant Qatari market. Imdaad has gained a strong reputation in the region as an adopter and implementer of the latest FM technologies and practices. The company acquires eco-friendly equipment and prioritizes sustainability across all its operations. It also conducts recycling training for its clients, corporate partners and staff, in addition to providing free recycling bins in certain projects where it handles waste management and collection service.



AC FM commitment to maintain international health and safety standards across its operations, the facility management arm of Bahrain Airport Company (BAC), proudly announced their affiliation with the British Safety Council, one of the world’s lead-

ing Health, Safety and Environmental organizations. BAC FM received the official membership certificate from the British Safety Council which they presented to the Chairman of BAC FM, Mr. Mohamed Yousif Al Binfalah. This venerated association with

the British Safety Council provides BAC FM with a valuable resource and allows the company access to a set of information, training, benchmarking and support tools to facilitate its efforts in the implementation of a comprehensive Safety Management System.



mployees of Imdaad, a leading provider of integrated facilities management (FM) solutions in the GCC, recently joined thousands of runners across the region and the globe who took part in the Standard Chartered Dubai Marathon on January 23, 2015. One of biggest names in world sports, three-time Olympic Champion Kenenisa Bekele of Ethiopia, made an appearance in the premier marathon event. The Imdaad team’s participation is in line with the company’s strategic Corporate Social Responsibility (CSR) program. Imdaad consistently extends its support to health- and sports-relat6


ed activities to promote wellness especially among its staff. Aside from the Standard Chartered Dubai Marathon, it has also joined other similar local activities in the past. CSR has been fully integrated into Imdaad’s business system and proce-

dures, with all its operations conducted at the highest ethical standards and social norms. The company aims to make a positive impact on the community it serves, while continuously providing distinct services to all its clientele.




osmiman Software Corporation (RSC) is awarded by public tender the Barcelona Port Authority (APB), dependent entity of State’s Ports and the Spanish Government Ministry of Public Works, to supply the corporate CMMS & CAFM system for the Department of Conservation and Navigation aids, amounting more than 1M Euros. This is a 3-year project plan, a historical mark for any FM company in Spain. The projected contract implementation is for a period of three years and three possible one-year extensions. The system will manage APB’s conservation procedures and maintenance of infrastructures and networks coordinating more than 220 service providers and materials. Rosmiman Software Corporation strengthens its leading position with Rosmiman® CMMS & CAFM Solution as a leader provider of IT systems for Maintenance, Facility Management & Services, as well as is boosting its strategic international expansion. The Rosmiman® CMMS&CAFM solution won the tender award to other three Spanish bidder companies: Two with a local product and one with a foreign product (Fama-Systems, Indra Sistemas, SII Concatel) The Barcelona Port Authority (APB) is a public body entity responsible for

the Port of Barcelona management and the Spanish Government Ministry of Public Works dependent. In charge of the execution of seaports of the government’s policy, coordination and monitoring the efficiency of the port system consisting of 28 port Authorities which are included in the 44 existing ports of general interest in Spain. The APB GISCONSER Project The objective is to have a new own software system for managing the Department, updated to new technologies provided by modern applications and replacing existing outdated technology systems based on command mode. For this purpose, the APB has tendered a package of full services and licenses; from the functional design, construction and setting up, to the services’ systems integration, training, mobility, evolving and improving support to plan current and future Department’s needs (technological compatibility and long-term sustainability), as well as the Port of Barcelona applications. The Department’s activities to be included in the new technological platform are multiple and are classified and summarised as follows: ► General Tasks for docking bays

conservation ► Services and infrastructures conser-

vation in esplanades ► Road system conservation (pavement, signs, urban furniture) ► General cleaning ► Solid waste collection ► Gardening ► Water surface cleaning and support against oil pollution ► Electrical networks, water, sanitation and sewage ► Fire and safety networks ► Rail network conservation ► Building conservation ► Auxiliary support services to other Departments ► General Maintenance Unit (GMU) for emergency and supplies services to vessels ► Fleet management for APB’s vehicles and ships ► Procurement, Purchases and Warehouses Management of APB ► Service Management for internal bus lines ► Claims for damages to third parties Management ► Maintenance and inspection systems for the coastal network navigational aids ► New execution, expansion or improvement Works Management for infrastructures and services MARCH-APRIL 2015





he GCC’s waste-to-energy (WTE) market will sustain the 20 to 25 per cent growth rate attained over the past three years in light of the region’s intensified efforts to adopt more sustainable, long-term waste management and recycling solutions. With 80 million tonnes of waste generated per year, the GCC countries produce a higher amount of waste per capita than any other region in the world. It is against this backdrop that WTE has now become an important mode of waste management and landfill waste reduction as well as an essential source of power. According to a Frost and Sullivan report, the regional WTE projects that are now in the pipeline will produce between 300 and 500 megawatts of power by 2020 - approximately 10 times more than the current WTE production estimates. This will economically and environmentally benefit the entire region. The flourishing WTE sector in GCC is opening up significant opportunities for industry players. The market’s immense potential, along with solutions to challenges, is set to be featured at the 2015 edition of the Middle East Waste and Recycling show happening simultaneously with the FM EXPO at the Dubai World Trade Centre from 18 to 20 May 2015. JaafarShubber, Senior Project Manager, Middle East Waste and Recycling, says: “The attendees at the Middle East Waste and Recycling exhibition will have a chance to analyse

Jaafar Shubber

the latest technologies and industry trends, and from there make informed decisions that will help the entire sector to move forward. They can also expect important learning and networking opportunities that will surely

help in their respective businesses and endeavours.” Imdaad, a leading provider of integrated facilities management solutions in the GCC will be one of the exhibitors at the event, showcasing its diverse range of sustainable FM solutions. Mahmood Rasheed, COO, Imdaad, says, “One of our ‘green’ programs is the use of biofuel in six of our garbage collection trucks, which forms part of our carbon footprint reduction campaign. We are proud to say that Imdaad is the only FM Company in the UAE that uses biofuel in its waste collection vehicles. We also made heavy investments in environment-friendly technologies to promote recycling and reusing of raw materials.” Dipankar Ghosh, Partner, Regional Leader, Clean Energy & Sustainability Services, Middle East & North Africa, Ernst& Young, says, “In recent years we have seen leading jurisdictions develop regulations, tipping fees and tariffs to increase quantities of recyclable and recoverable material. This will most certainly lead to more quality, high calorific value material on the market for treatment facility investors, thus driving market growth in the Waste to Energy field.” In 2014, over 7,500 visitors attended the Middle East Waste and Recycling trade fair, including waste managers, facilities managers, sustainability managers and recycling managers. For 2015, more than 150 exhibitors are expected to showcase their latest products, services and solutions



acro, an international facilities management company, secured a Facilities Management (FM) helpdesk contract with the University of Sharjah in the United Arab Emirates, through Macro’s own helpdesk and Computer Aided Facilities Management (CAFM) provider fm24. The University of Sharjah is a comprehensive academic institution with 14 colleges, which offer 85 programmes at the bachelors, masters, doctoral and diplomas levels. The campus has a total area of 324,152 8 MARCH-APRIL 2015

square meters consisting of 53 buildings, landscaping areas and carparks. This appointment will see Macro provide all occupants of the University with a single point of contact for all building and facilities related matters. LouayAlmaleh, Director of the Physical Plant Department at the University of Sharjah, says, “The University of Sharjah is delighted to be working with fm24 and we regard the FM Helpdesk as a critical function for us. We have invested in a CAFM system and fm24 have been trusted

to operate the reactive maintenance element along with customer service excellence. “ The fm24 helpdesk will handle all requests via a range of channels including telephone, web-portal and e-mail. Requests will be logged, prioritised and assigned onto the University’s own web-based CAFM system, to effectively control and monitor reactive maintenance activities. The University’s on-site team will then manage the tasks through to update and completion on the CAFM.



MEFMA CONFEX The fourth edition of Confex to run under the theme ‘Smart Technology, Smart Cities, Smarter FM’


ubai is marching ahead towards achieving the Ruler’s vision of transforming this emirate into a smart global city in the upcoming three years. Considering the emirate’s goal, this year



the Middle East Facility Management Association or MEFMA, have organised the fourth edition of its annual conference and exhibition under the theme ‘Smart Technology, Smart Cities Smarter FM’.

The two-day Confex is scheduled to take place at the Address Hotel in Dubai Marina on 16th & 17th March, with a PRE-CONFEX workshop scheduled on the 15th, themed as FM Tendering & Business Development,

CONFEX PREVIEW the field of Smart Cities.” MEFMA conferences continue to provide valuable insight into an industry, which is so intrinsically involved into all elements of our built environment. “Through our Confex, we provide international and local industry thought leaders to debate and engage with our delegates and key stakeholders including government officials.” “There will be an update from Ali AlSuwaidi, MEFMA Board member and James Garbutt, Real Point Real Estate Consultancy on the implementation of MEFMA’s Star Rating System (SRS) designed to introduce standardisation and best practice of a number of aspects of a building,” she added.

THE MARKET DYNAMICS With the backing of RERA, MEFMA has become an effective means of communicating the needs and concerns of the Middle East FM industry to governments and other key groups, says Smith. “This has resulted in the development of a rating system for buildings in Dubai, the commissioning of industry reports and certified training

schemes that promote best practice.” “The market is becoming more competitive as international FM companies continue to enter the region. This is testament to the priority being placed on facilities management by clients and developers who are beginning to realise its value. Similarly, many FM providers are now focusing on specific competencies necessary for vertical markets. This is helping markets such as education, healthcare and hospitality to focus on their core activity and outsource all noncore requirements Sinead Smith that contributes to the effectiveness of their overall operation. MEFMA is enhancing this by supporting and sponsoring events related to these verticals. “Moreover, it is the responsibility of MEFMA to share common perspectives and best practice with its members, which is influenced from global standards that come from its membership to the Global Facility Management Association. Such standards are shared with members through the Confex that provides a platform for our members and industry at large to debate issues and concerns regarding FM across the region,” said Smith.

including a site visit to Dubai Marina Mall. This prime platform will gather MEFMA members, key government officials, international experts and decision makers from the regional and global FM industry to exhibit and share their valuable insights on varied topics to enhance the region’s built environment. Sinead Smith, Director, MEFMA says, “The theme ‘Smart Technology, Smart Cities leading to Smarter FM’ forms the basis of the entire conference. Presentations from key industry stakeholders on FM, leadership and technology will demonstrate Dubai’s vision of becoming a leading player in MARCH-APRIL 2015





xhibitors at the Confex will present the latest technology, innovative products and services, and highlight sustainable solutions to the event’s audience, helping them enhance the work pattern of their business. Here is a preview of some of the exhibiting companies: tainable hospital grade disinfection program) and our new Swingo XP with IntelliDose (Complete water/chemical consumption control system for floor cleaning) at the exhibition.

Craig Adams

Gabriel Uribe

Craig Adams COO of Chicago - CHICAGO Maintenance & Construction is an integrated facility management solutions company. We were established in 1978 with a vision firmly set on the future. From humble beginnings, we built a company committed to creating world-class social infrastructure. Carving out a niche area in construction and interim fit-out projects, specializing in providing social infrastructure, we are responsible for the construction and interior fit-out works of schools, hospitals and commercial buildings. We have a dedicated work force of over 2200 employees and along with our Vendors and Subcontractors our strength is in excess of 5000 workers. We are delighted to be part of this years CONFEX where we look forward to networking with the many delegates and other exhibiting companies. The MEFMA 2015 Confex has an exciting programme of international and local speakers combined with an educational workshop. Over the Three days we expect to gain value from these programs and use it to expand our services in the region.

Sherif Fahmy Sector Manager, Building Care & Health Care, Sealed Air - a provider of sustainable hygienic solutions This year, we are planning to launch our new Quantum System (Sus12


Sherif Fahmy

During our participation last year, the Confex provided us with a clear market exposure. From a supplier perspective, it was a great opportunity to meet up with end clients (visitors) as well as customers (exhibitors). We were able to get a feel of the FM market needs from cleaning operational perspective and work on enhancing and customizing our solutions in accordance whenever possible. We would like to keep such window open to track the needs of our customers, generate ideas, develop partnerships, and introduce ourselves to the new players in the market through the Confex, this year.

new trends or potential business. We will also demonstrate how we can provide extra value and effective solutions tailored to the needs of any company. Last year, we participated only as exhibitors and although the results were positive at that time, we realized that we needed to be more involved. For this reason, we have become Technology Sponsors this year and are participating as a speaker for contributing our knowledge and experiences in diverse projects from multiple industries to larger audiences. Therefore, our expectations from this year’s event are very high.

Salah Rajhi Director of Operations & Business Development, Advanced Facilities Management (AFM) – a fully integrated FM company

Gabriel Uribe Manager for Middle East, Rosmiman Software Corporation – a provider of asset management and maintenance solutions We are going to introduce our innovative solutions for the implementation, management, use and development of CAFM Systems at this event. The Confex gives us an opportunity to not only showcase our products or services, but also exchange experiences, share knowledge and be at the forefront of

Salah Rajhi

CONFEX PREVIEW We believe the MEFMA Confex 2015 edition will be a great event to announce our expansion to Dubai with the imminent opening of our new stateof-the-art facility providing services in an integrated approach to maintain and improve the overall environment. In Dubai, we will align all our efforts and activities with the same inspiration and vision, which drives our Abu Dhabi facility. As a company, our vision has always been to contribute to the development of the UAE, and with the Expo 2020 coming up; we are optimistic for the UAE facility management sector as a whole. And we look forward to being a part of this defining moment for our country.

deliver the best standards of services.

Andreas Hadjioannou Founder and managing director of Virtual IT - an information technology solutions and services company

Eashak Ali

the use of technology to track various maintenance processes throughout its lifecycle, integration with BMS system.

George Roberts-Smith

Ryan Darnell

Andreas Hadjioannou

Executive Director of FM in Khidmah - a fully integrated property service solutions provider

Ryan Darnell

We are keen on participating in this major annual meeting point that will certainly help us build and maintain our business presence in Abu Dhabi’s Real Estate market, in the UAE and beyond. Khidmah has a number of announcements planned over the Confex dates as part of our strategic plans. MEFMA Confex has always been home of new opportunities to expand our business offering the ability to interact with different potential customers from the UAE and the Region. Given the phenomenal take off in business opportunities and infrastructure in the UAE, and with Dubai winning the bid for Expo 2012, the scale of growth in the FM industry is set to accelerate creating more challenges to excel in our work performance and

We are an IT company providing Facilities Management (CAFM) Solutions. At the Confex, we will be presenting our new modules and features related to Asset Management, Energy Management and Custodial. We expect to increase our presence in the market, meet with current customers, initiate new cooperation’s and new leads from this exhibition and identify new prospects. We participated earlier at the Confex in 2013. Our experience back then was medium to good in terms of visitors to our stand and presence but low in leads versus other exhibitions we have participated. We understand, however, that the 2014 exhibition was better so we decided to return to the Confex this year.

Eashak Ali Director, Nanosoft Technologies – a provider of technology solutions to FM companies We are participating for the first time at the Confex to exhibit our unique products and services for FM industry. UAE FM sector is one of the rapidly growing industry in MENA region, which is focused towards standardization and adopting international standards and customizing as per the regional needs to make the industry perform better. We are happy that we are a part of this goal and will highlight

General Manager, McFarlane Telfer – a commercial catering equipment maintenance firm This event is part of our launch phase in the UAE market. We want to announce our presence and highlight that we are serious about raising the standards of kitchen maintenance in the UAE. We are new to the UAE market; however, in the UK where we are based, we find that our business model works very well for our customers in the FM industry – due to the high standards of compliance, documentation and communication. We offer our services to hotels, retail outlets, healthcare establishments, corporate and government buildings. From this event, we expect to meet with people in FM industry who are also championing to raise the maintenance standards in the Middle East and potential customers who look after sites with a catering provision.

George Roberts-Smith






he MEFMA annual conference will bring together MEFMA members and leading professionals from the facility management industry in a single forum to meet and discuss about emerging trends and challenges. In addition, learn about new opportunities and approaches that can be adopted in the region’s FM sector to enhance the asset performance. The Association has invited prominent international personalities like Fredrik Haren, an author and speaker on Business Creativity and Jamil Qureshi, a performance psychologist and motivational speaker to present their inspiring talks at the conference. Here is a chat with some of the speakers about the conference:

Fredrik Haren

Fredrik Haren An author and speaker on Business Creativity Most conferences that I have delivered as a speaker in the UAE had international audiences, which I believe is one of the best audiences for a speaker. Therefore, I enjoy speaking at events in the UAE. At the MEFMA Confex, I plan to talk about change, why it is important to understand it - and why it is so difficult to see and adopt it. I have actually done quite a lot of talks for similar conferences around the world lately and it is clear to me that this industry is changing fast, and even more importantly, will change even more in the future. I think the UAE is well positioned as a place that in many ways already is much globalised. The winners in the future will be the people and the companies who are able to understand what is happening in the world, not just their corner of the world. And having a global - or should I say “human” mindset is easier to have in a place that is so global as the UAE already is.

Jamil Qureshi Performance psychologist and motivational speaker 14


I have been visiting UAE for about four or five times in a year for the past ten years and every time I visit, it looks different. I love coming here to speak and coach business teams. The UAE audiences seem to be increasingly aware of the opportunities that exist in this place. At the MEFMA Confex, I will share the six psychological principles of success. I will cover how we can create mindsets and attitudes for maximizing performance and how can we think in a way to make the most of our talents and those around us become our team and external partners.

ductivity and experience. We need to think in a way, which allows us to see what we do as something of real value. By changing our inner world, we can change our outer world. I think the conference is a real opportunity to explore and challenge thinking.

Alex Davies Operations Director, Emrill We will be sharing knowledge on innovative measures that FM Clients around the world are undertaking to maximize efficiency in asset performance, improve asset life and simultaneously reduce operational costs. Energy costs are projected to rise in the region and therefore will require companies to be leaner. It will drive companies to find ways of being more efficient and resourceful to reduce the impact of rising energy costs on their budgets and overheads to maintain their profitability and competitive advantage.

Jamil Qureshi

I think our success and for those we engage with comes from how we see things. All thoughts lead to an action. For our actions and behaviours to be most relevant to what we are looking to achieve, we have to be aware of what thoughts lead to the best interactions. I think we spend a lot of time thinking about what we are going to do today, but little time thinking about who we are going to be with today. I’d love to challenge some accepted thinking and allow people to create new possibilities. Moreover, I think that facilities management is simply thought of as managing assets and functionality, however I think it is the key to pro-

Alex Davies

During the recession FM companies and clients focused on leaner operations and cost savings when budgets were reduced. The industry as a whole has become more cost sensitive as a result and clients are now wiser with their budget spends. FM providers are constantly

CONFEX PREVIEW sented that only 8% of the global FM Industry is below the age of 35. With a large number of professionals reaching retirement age and the demand on FM and Operational roles increasing it’s vital that we come together as an industry to overcome this challenge

challenged to decrease their costs and even though the FM industry is evolving, it is not yet a mature industry where innovative measures have been fully adopted and implemented.We at Emrill have developed and already delivered some of these innovations in our business to provide further savings to our clients.

Alistair Stranack Gabriel Uribe Manager for Middle East, Rosmiman Software Corporation We are going to talk about the latest technologies applied in to Smart Cities. I think this is very relevant topic because it is linked with the main topic of the Confex: “Smart Technology, Smart Cities leading to Smarter FM’.”

Jennifer L. Peltenburg

Farnek Total Facilities Management My topic that will be presented at the conference is ‘Innovation in Technology in FM’. Technologies have grown so much that, as part of the FM industry, it is critical to incorporate these to generate efficiency and robust reporting for both the operations and ultimately the client. Technologies for any industry is important, and getting into ‘the know’ of their capabilities and how they can help maintain and sustain the integrity of the building is becoming more and more topical in the UAE. Therefore, it is important to understand the latest software applications being used around the world and how they can be implemented here.

Partner, Credo Business Consulting I will be presenting some highlights from a new Credo report on the Saudi Arabian FM market. As well as, examine the size and growth of the market. The report looks at some of its characteristics and some new factors that lead us to believe that there will be substantial changes occurring over the next 2 – 3 years. Hence our working title for the report: “an emerging giant”.

Gabriel Uribe

No more than two years ago, the concept of “Smart Government” was unknown in the Middle East region, and now, the transformation into a smart government has become a key factor for decision-making. Although every minute technology is changing and evolving, it is very important to know the latest advances, what are the top smart cities doing to improve their processes. And how are they encouraging citizen’s engagement and involvement and which technologies are used to achieve these objectives. We are more than happy to share our experiences acquired from our multiple projects around the world contributing to boost the FM industry’s growth.

Jennifer L. Peltenburg, Director of Business Development & Marketing,

Alistair Stranack

Ryan Darnell Executive Director of FM in Khidmah I will be doing a presentation titled ‘The Curious case of aging FM’s’. This is going to cover details of the global demographics of FM industry and a research on how this aligns to local trends. When I was at the Global FM Conference, late last year, it was pre-

Ryan Darnell

Saudi Arabia has the potential to be by far the largest FM market in the region but up until now, it has been relatively unsophisticated and driven almost exclusively by low-cost labour supply. However, trends in both public and private sector are starting to change that. In the private sector, a new generation of smart city developments is coming on stream over the next few years, driving demand for more sophisticated FM offerings. In the public sector, a high profile initiative is underway to drive up standards and put in place regulation that will drive professionalisation of the market. Both of these factors substantially increase the opportunity that the market offers. The UAE has some of the most forward thinking and innovative FM businesses in the region, and many will have the ability to benefit from the opportunities emerging in our large neighbour. MARCH-APRIL 2015






EFMA staged the ďŹ rst of many more roundtable events for its members in the Gloria Hotel at Dubai Media City on the 12th of Jan, 2015. This event which was speciďŹ cally for Founding Members, offered an open platform to discuss the challenges within the industry and revealed their expectations from the association towards achieving their business goals. Highlighting the direction the association should take for 2015, The group involved offered advice on future training programs, the Star Rating System and MEFMA events and reports.








How many Properties does wasl manage in their portfolio? We manage 850 Assets (buildings, villas, labor accommodations, villa communities and golf course assets). Majority of the existing assets are residential, while a significant segment of commercial and retail assets has recently been added to our portfolio. The total number of individual units under management is 30,000 units and 5,245 land plots.

2) What percentage of the proper-

ties has complete facility management services-both hard and soft services? Almost all of the properties managed by wasl have an integrated facility management approach for FM services. Only in very few cases, wasl provides specific services (hard or soft services) as per the agreed contract terms.



The person responsible for increasing wasl’s yearon-year revenue, Mohammed Khoory, General Manager Asset Management Services & Solutions at wasl Asset Management chats with Facility Insight about the company portfolio, tendering process, plans and industry challenges.


Does wasl utilize the same Facility Management companies, if so what is the duration of the contracts? All tenders are floated by wasl Procurement to pre-qualified FM service providers and suppliers only. The pool of pre-qualified FM companies is continuously updated to ensure that new and capable FM companies are included. Other FM integrated facility service providers are given opportunity to qualify for our FM RFP’s post the prequalification process. The prequalification exercise enables us to shortlist the best FM companies, makes it easier to compare capability, and costs fairly. The FM contracts are for a period of three years, extendable by one more year based on performance. Post this period we float a fresh RFP/ tender for selection of FM service provider.

4) Are wasl’s tenders advertised

publically and if so where and when? All wasl tenders are floated by wasl Procurement to pre-qualified suppliers. The tenders are floated electronically through an in-house developed supplier relationship management on-line portal. 18


5) Can you tell us about some of

your clients and their unique challenges? wasl has a diverse set of clients such

as individual landlords, government departments and real asset developers. The challenge is to provide efficient FM services at optimum costs while meeting the customer expecta-

INTERVIEW tions and end user satisfaction. FM services that enhance the life cycle of the asset and services that require complying with the local laws and statutory regulations means spending the extra Dirham. Some landlords and clients have a tendency to reduce spending. Convincing them to be legally compliant and focus on reducing risk to their assets with the long-term objective of increasing its life cycle is always a challenge.

6) What are the important facili-

ties management issues for smaller organizations? The important issues for smaller organization are cost optimization and obtaining value for money for their FM services. The laws applicable to maintaining assets and the local regulations are currently managed by several local authorities. Smaller organizations tend not to comply with such regulations due to lack of awareness or understanding and consequently have a much higher legal and compliance risk.

7) Outsourcing and staffing are

arguably two of the main issues of a successful FM Company or is it something different? How does wasl deal with these issues? wasl is not a FM company but an asset management firm. As per the company’s corporate strategy, wasl has outsourced all FM needs to FM companies. As regards to staffing, wasl believes in emiratization, and has successfully recruits nationals, who are well qualified and experienced in the FM industry. We work closely with some of the best local suppliers and FM service providers in the region. Few of the common challenges faced by all, we believe are ‘qualified people’ and ‘technology’. Very few suppliers spend time and money to recruit the best people. As a result they invest more time and money addressing problems. Most decisions are escalated to top management as there is little or no reliance on the middle or junior management. On technology front, it is challenging for companies like us to enforce online tendering as suppliers do not regularly upgrade their technol-

30,000 UNITS

ogy and lack adequate resource skill sets to fully utilize the technology.


What advice or thought would you like to share with the Middle East facilities management community? There are exciting times ahead for the FM industry in Middle East, as several new and large projects are already in the market and many more are in the pipeline in the next few years. This requires a huge capability among the FM service providers to cater to this growing market. There is tremendous scope to improve the quality of services currently being provided. In future, quality of services shall be a deciding factor in selection of FM service provider. The FM industry in the U.A.E is gradually shifting towards an integrated FM solution approach. The larger real estate company’s approach to managing asset life cycle is more advanced than other Middle East countries. They focus more on quality service delivery rather than on cost alone.

9) What are the procedures for

securing a tender from wasl? To be included in the pool of suppliers for a tender, suppliers need to be pre-qualified. Part of this pre-qualification will involve a site inspection by

The clients must also have an incentive based approach to create an environment that encourages the service providers to improve their efficiency and work toward best FM practices”

the wasl team(s) of sites of FM service providers, labour camps and their head offices. The company should be setup legally in Dubai and have the required licenses, certifications, experience to run the company. The company will have to accept wasl’s terms and conditions to participate in the tender and thereafter adhere to the conditions of contract. wasl also has a requirement of contract performance bond which has to be complied with. There is no fee applicable to become a supplier to wasl. Company selection through a tender is done purely on merit, where a rigid technical evaluation and commercial evaluation is done. Thereafter, the company selected will be closely monitored through SLA’s and KPI’s by wasl.

10) If wasl could implement one

facet of FM that all other FM companies would have to implement and follow what would it be? For clients we would recommend a performance monitoring system that is effective and ensures that receiving value for money. The system must ensure that the service delivery is as per the agreed service level agreements and every facet of the service delivery is measured. Poor service delivery is penalized if not addressed and corrected by the service providers within agreed time frame. The clients must also have an incentive based approach to create an environment that encourages the service providers to improve their efficiency and work toward best FM practices. For FM service providers the main challenge for the FM industry is the availability of skilled labor. FM service providers need to incorporate career planning of their employees in their strategy and work towards investing in training their resources and providing them an internal career growth path all the way from technicians to Facility managers. The absence of technically certified FM workforce generates lack of confidence in the industry. Creation of a specialized training and development center and programs for the shortage of skills is mandatory to address the skills gap. MARCH-APRIL 2015





The group achieved recognition for second consecutive year at Sheikh Khalifa Appreciation Award (SKEA)


deeb Group wins the region’s most prominent Sheikh Khalifa Appreciation Award (SKEA) during its 12th and 13th cycle for the second consecutive year, which highlights its mark of excellence in the service sector. It is a milestone achievement for the organisation, as it is being certified as an excellent organization in the service 20


sector based on EFQM-UK assessment model. Eng. Ansari – General Manager at Adeeb Group says Facility Insight, “Through Sheikh Khalifa Excellence Award, our company has realized that achieving excellence is not a destination but it’s a journey where we bring various approaches into practice. In order to achieve the higher levels in

SKEA, the company will adapt all the required criteria that are required to retain the excellence.”

WINNING FACTORS As the company already possess IMS (Integrated Management System-ISO 9001, 14001 & OHSAS 18001), all major systematic procedures were already in place, points out Eng. Ansari. He

AWARD adds, “Some of the excellence criteria based on the EFQM (European Foundation for Quality Management) were implemented as its the requirement of SKEA. The procedures required are committed to excellence and it covers nine major criteria such as Leadership, Strategy, Partners, People and the results criteria should be derived through the enablers.” Moreover, he comments, “Excellence is journey and we join hands with the social bodies to equip ourselves to demonstrate our excellence. Adeeb is also the corporate member with other social bodies such as MEFMA, EGBC & NFPA. However, became a member of EEG because it directly makes fieldwork campaigns with which we are more interested to be part of it. Our ultimate vision is to be superior in the FM and MEP industry and hopefully assure that the procedures that were led by the SKEA and IMS will guide us to achieve our vision.”

ROLE AS EEG MEMBER Adeeb has become Emirates Environmental Group (EEG) member with a vision to serve the community and protect the environment. Eng. Ansari adds, “As EEG is mainly dedicated to environmental protections and preserving the ecology, we joined hand with them to cultivate the habits among our stakeholders and our surrounding. In our opinion, creating awareness on sustainability and Green initiatives will bring up great changes in our day to day life.” The company is dedicated to co-operate and support their environ-

mental activities by providing volunteers and participating in their various awareness campaigns. “Our company has realized EEG’s potential nature of supporting the community by actively making various campaigns in schools, colleges, organizations etc.”

“Besides, they also have various education programs on recycling, waste management etc; hence, we have planned to be part of all their awareness campaigns, hopefully, to preserve the environment. We will promote EEG activities to our clients and suppliers in order to encourage them join with the Group for the social cause,” he says. He further adds, “As EEG is a well known organization with strong presence in the UAE, our organization’s membership with them will make us recognized with government organization in terms of our registrations. Besides, our employees feel their sense of satisfaction as the organization they work for is supporting the social bodies and contributing towards their development.” He also reveals, “Going forward, our plan to work with them may be in form of providing the volunteers, support sponsors etc. In future, we also have the plan of participating and supporting them in planting trees, school programs, orphanage support, or any health campaigns. Our company is also keen on energy savings campaigns as we are promoting the awareness to all our clients and in their buildings as we are the Facilities Management Service Providers.”

As EEG is a well known organization with strong presence in the UAE, our organization’s membership with them will make us recognized with government organization in terms of our registrations” MARCH-APRIL 2015





When thinking CAFM in this region people think Concept Evolution™ or FSI. Adrian Jarvis, General Manager of FSI Middle East reveals exciting product features and plans for the future in this region.


he company has been operating in the GCC since 2002 and is a subsidiary of the international facilities, property and maintenance management software provider FSI Global Plc. FSI has been developing technology solutions since 1990. Its flagship product Concept Evolution™ was recently shortlisted for the Tomorrow FM Awards 2015 in the UK. FSI boasts a broad spectrum of clients in the GCC, from government organisations such as Dubai Airport Free Zone, Musanada and Sheikh Zayed Grand Mosque to Facilities Management Service Providers small and large including MAF Dalkia, Emrill, Brookfield Multiplex, Mace Macro, Transguard and many more. Adrian Jarvis, said “Our strength in this region can be attributed to the fact that we not only provide an excellent product that is constantly updated to meet the ever growing needs of FM in Middle East, our locally based team of trainers and technical consultants forge close working relationships with our clients and facilities managers. Each product specialist works as an integral part of our client’s team, understanding their business rules, structure and requirements. We have recently been awarded

FSI emphasizes that it is in the Middle East for the long haul and continues to strive to maintain a leading position in the region” 22


some very exciting projects in Qatar. Concept Evolution™ and our workforce mobility platform FSI GO™ are currently being deployed by Mosanada UGL to manage all FM requirements for the Aspire Zone which has some of the world’s finest sports stadia and venues in Qatar.” FSI emphasizes that it is in the

Middle East for the long haul and continues to strive to maintain a leading position in the region. The company prides itself on offering a client oriented service. Karen Moore, FSI Account Manager for the Middle East region exclusively focuses on customer service and helps keep the company in tune with market trends and requirements.


Concept Evolution™ is not a static product. We are constantly updating the product to automate FM processes thus making the job FM Managers easier” FSI references many sustained and lasting relationships with clients, many of whom have been with FSI since inception. As well as increasing the number of technical consultants and trainers available in the region, FSI has recently launched an in-house training facility and plans to offer public CAFM administrator courses alongside their existing standard training programs. Adrian Jarvis says “Our aim is to become the leaders in CAFM training in the region.”

INNOVATION IS KEY Amongst other new developments FSI will be featuring at Confex 2015 the new Live View module for Concept Evolution™. Through Live View FM Managers are able to view PPM, reactive tasks updates, resources, SLA performance and room bookings in real time overlaid on Floor Plan Images. The vision for Live View is to empower and enable decision makers to get a real grasp of the performance of their assets and resources. Adrian Jarvis adds “Concept Evolution™ is not a static product. We are constantly updating the product to automate FM processes thus making the job FM Managers easier”

MOBILITY THE WAY FORWARD FOR FM IN THE FIELD FSI has seen a sharp rise in demand for the use of mobile technology within FM. Having recognized this trend some years ago FSI responded with the development of FSI GO™ Workforce Mobility. FSI GO™ is used to perform many fundamental FM Functions in the field. It empowers technicians to conduct

tasks, record times, events, customer comments and signatures without the headache of completing reams of paperwork. The data is automatically stored and updated on the central CAFM database and other software systems as appropriate. FSI GO™ is also being deployed to capture accurate asset data and for auditing and survey purposes. Adrian Jarvis adds “With FSI GO™ the possibilities are endless. Our local team of technical consultants can easily tailor the solution with ‘apps’ to meet specific user needs” Adrian Jarvis concludes “CAFM is now being recognized as an essential toolset. The benefits of automating FM processes are gaining momentum in the region. CAFM is pivotal to the way people and buildings behave and in terms of how it impacts a building, it

With FSI GO™ the possibilities are endless. Our local team of technical consultants can easily tailor the solution with ‘apps’ to meet specific user needs” affects what we call the 3P’s [People, Process, Performance] in various ways. By properly managing the 3P’s businesses are able to control costs of the building during its entire operational lifecycle, improve efficiencies and save money” MARCH-APRIL 2015






EFMA hosted a networking event at Al Raha Beach Hotel in Abu Dhabi on December 15th, 2014. The event opened with presentations from sponsoring company Khidmah on the topic ‘To make a change, you must be the change”, followed by Ali AlSuwaidi, MEFMA Board of Director presenting information on ‘FM Star Rating System – an integrated FM approach - launching in Abu Dhabi’. Zeba Khan, founder and Director of AutismUAE also offered vital insights on effective ways to help children with special needs, which was followed by the panel open room discussion with the event audience.









Dubai adopts Star Rating System to rate asset quality and performance





ubai has been a frontrunner in the region in adopting sophisticated technology, setting up high standards and even enforcing strict norms to regulate, enhance and create an outstanding real estate sector. This year the Middle East Facility Management Association (MEFMA) along with the Real Estate Regulatory Agency (RERA) has introduced the Star Rating System (SRS) an asset inspection and rating system into the realty sector. SRS is a new feather in Dubai’s cap that will rate and certify the asset after a thorough inspection process. With this system, government bodies aim to set quality standard in the market to boost the asset performance in the years to come. The system began its pilot inspection phase from January 2015 with Deyaar’s Al Seef 2 Tower located at Jumeirah Lake Towers assessment that is anticipated to be completed by end of February 2015. James Garbutt, Managing Director, Real Point - real estate inspection and consultancy firm shares details with Facility Insight on the SRS process and its benefits on the Realty and FM market.

THE PURPOSE Both MEFMA and RERA were aware that there were quality related issues regarding the way property was being built and maintained within the region. Building construction, completion and handover inspections had been undertaken in Dubai by RERA since 2009. It was increasingly evident from the findings of these inspections that significant improvements could be made to enhance the standards of building quality and the long-term performance of the property asset. Therefore, in September 2014, MEFMA and RERA co-ordinated with a group of the leading inspection firms, property management companies, developers and advisors to work on the development of the SRS and the audit inspections that would be necessary to implement this initiative. In January 2015, the first pilot inspections have begun and full launch of the initiative is expected to happen later this year.

STAGES OF INSPECTION The first part of the Star Rating System

James Garbutt

(SRS) inspection requires a meeting with the property owner and its management team to run through the audit requirements and start the process of document and information gathering. Normally, the inspection firm sends the document request lists ahead of the inspection so that the management team can prepare documents prior to the meeting. The second stage is to carry out the document review, which is partly done from the office and remaining is done on site, where the majority of the documents should be stored. The document storage method and its suitability for effective management throughout the life of the building is also considered during inspection. And in most cases, the inspection company can come across unorganised cabinets of incompleted files. However, there is a shift towards electronic document storage and integrated into CAFM systems that is commonly seen in the market. The third stage is to start the inspection of the property. This inspection covers all the assets of the property including the building structure and fabric, mechanical, electrical, plumbing and drainage systems and the finishes. During this inspection, the inspectors identify the condition of the asset, repairs required, the responsibility of the repairs and the category of the identified defect. The inspection defect categories assists the evaluators in the overall appraisal of the building to score the property asset based on the

following five main criteria: 1. Documentation 2. Technical Quality 3. Management 4. Sustainability 5. Health & Safety The fourth stage is to create the reports. The report is very comprehensive and identifies all the defects and shortcomings of the property asset. Every defect is scored based on a scoring matrix, which assists with the prioritization of the repairs. Where ever applicable photographs and supporting evidence are also included within the report. The inspection company also provides a section of recommendations, which are divided into the following main categories:

► Those defect items that need to be carried out immediately – typically health and safety related. ► Defect items that need to be rectified in order to maintain the quality of the asset but can be completed over a suitable period of time. ► Those defects that can undertaken in order to enhance the quality of the asset and increase its overall performance rating. Finally, once the report is completed, its issued in draft and then another meeting is organised with the property owner and management to run through the reports and discuss the findings. Sometimes there are items identified that need to be changed and these are then incorporated into the final version of the report, which is then formally issued.

TIMEFRAME The aim is to complete each inspection within a 4-week period from the date of the first meeting. However, the amount of time spent on each inspection will vary depending upon the size of the building and based on how organized the property management is with their property documentation and information. The actual physical inspection will normally only take a couple of days, however, it will often take several weeks for the inspection company to collect and review all the necessary documentation. That said if the documents are complete and well organized an inspection can complete MARCH-APRIL 2015


INSPECTION been no difficulty in accessing the property or gaining the information necessary to undertake the audits. To-date the most challenging aspect of the inspections are that they do cover a wide range of technical and management elements. This requires the right level of qualified inspectors, a team approach and a co-ordinated reporting effort to ensure that all the inspections are carried out to matching standards. Although still in its development stage, technology will play a big part in achieving the level of required standardisation with the use of mobile devices, cloud based software, database and reporting systems.


the document review within a couple of days. The report production will then take a couple of weeks.

SCORING SYSTEM The inspection comprises a series of audits and for each audit a score is awarded ranging from 0 (not functional or missing) to 5 (good condition only normal maintenance required). Currently to cover the 5 main quality categories (Documentation, Technical Quality, Management, Sustainability, Health & Safety), there are 42 separate audits carried out to determine the overall asset quality score and therefore the property can score between 0 to 210. Weightings are then applied to the score results based upon the importance of each audit and the type of property. The scoring system is automated and results are quickly obtained once all the identified defects and issues are captured within the inspection systems.

SYSTEM PROGRESS The response so far from the market has been extremely positive and now one month into the pilot phase there is already a list of developers that have put their properties forward for inspection. Co-operation with the onsite property and facilities management teams has also been positive and there has



The scoring system is automated and results are quickly obtained once all the identified defects and issues are captured within the inspection systems�

For the facility management sector, the ‘property asset quality assessment’ will make a significant contribution in improving the management of the property and will add value to the asset throughout its lifecycle. The high level, long-term strategy for this initiative is to drive quality improvements to the property asset and enhance performance throughout the Dubai real estate industry. Therefore, this will result in much higher quality and performing property assets within the Emirate in the future. To make this happen the maximum scoring requirements of the inspection have been deliberately set at an aspirational level. Certain audit scoring sections look for


it is planned that our inspection systems will be able to directly export our findings and recommendations into CAFM and BIM operational management systems, therefore, making it an integrated part of the property management process” asset performance criteria in excess of current regulatory standards and are at best international standards and leading practice. The property and facility managers will immediately benefit from the action plan and guidance provided within the report. This will focus them on the priority repairs and actions needed to improve the condition of the property and also gain direction on how they can improve their own management, processes and systems. All of these improvements will have the benefit of adding value to the property and its owners. Ultimately, it is planned that our inspection systems will be able to directly export our findings and recommendations into CAFM and BIM operational management systems, therefore, making it an integrated part of the property management process. Of course, this does assume that the property is being managed with latest technology and best practice in the first place. Over a period, a significant amount of information and research will be captured from the buildings inspected. The intention is that this information will then be shared with the market to provide advice, research and education on many subjects including;

► Highlighting common building defects and health and safety issues so they can be avoided ► Highlighting examples of best practice and innovation so others can learn from them ► Studies on service charge levels and their impact on the property asset ► Ways to improve sustainability and reduce operational costs ► Building products testing and

certifications. Therefore, this inspection initiative is planned to provide the facilities management industry with the support and information it needs to be able to add significant value to its client’s property. With this inspection now in practice, the service offerings is expected to be enhanced and the performance of real estate assets throughout the Middle East markets will benefit.

► Education and guidance on a variety of subjects that will include maintenance requirements ► Lifecycle information of building components





irports represent a challenge in the field of FM. At a MEFMA workshop on FM in aviation, Dr Saif Al Ketbi, Executive VP ICT at Abu Dhabi Airports Company (ADAC) said, “Our new terminal will be airport in a shopping mall.” Dr Al Ketbi highlights the marked difference from how ICAO once described the function of an airport as ‘a processing facility for passengers and freight, or a service facility to aircraft and airlines’. Today an airport has to deliver upon the same core responsibilities but behind a veil of dining, shopping and hospitality - making airports one of the most complex sectors in the facilities management industry. “Passenger process and delighting the customer are fundamental to enhancing the passenger experience and as such, the FM provider is instrumental. Having a clean and well-maintained airport is critical and with high traffic zones, the dividing service lines in a strategic plan can help with the experience that enhances airport processes,” says Jennifer Peltenberg, at Farnek, which works at both DXB and ADAC airports in combination with Emirates and Etihad airlines respectively.




AVIATION Airports are one of the most complex sectors in the facilities management industry. Romano Fionda, Business Development Manager at CofelyBesix, believes AFM is so complex and diverse much of the work that it’s Airports and Logistics Services division provides is not, by definition, facilities management. “It is not enough to split AFM into Hard of Soft services. You have to go further because there are such specialist systems in place that Total FM in an airport is rarely practiced. At CofelyBesix Airports and Logistics Services, we are focused on the non-customer facing operations that includes, amongst other things, baggage handling, boarding bridge maintenance, runway management, X-Ray management and ground power units. So we often find ourselves competing against OEMs for certain tenders or we are outsourced

by other FM providers, due to our specialist skillset in airport systems.” The struggle to define FM inside an airport illustrates the complexity and criticality of the task in hand. But this only serves to ensure FM is prioritized, to the extent that other sectors could learn from its ways of working. “AFM is a benchmark that other sectors in the facilities management industry need to reach,” says Fionda “In many ways, AFM is a shining light in the Middle East because contracts are tendered only after a minimum of three years and are performance-related given the criticality of the work.” In a similar vein, FM consultants are in higher demand, especially in the Middle East because the three major hubs are upgrading and expanding. Therefore, there is a present focus on

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AVIATION integrating FM earlier in the design and construction phase. Involving FM consultants early in the process also allows for the creation of a documentation system that helps predictive maintenance and which can be fed into an operational dashboard that is unique to airports and integrates the various assets under the one roof. “The necessity for reliability and safety ensures that systems in an airport are maintained and logged similar to the parts of an airplane. Everything has a lifecycle and instead of waiting for failure or disruption parts are often serviced and replaced to ensure optimal efficiency,” says Ahmed R. Al Marar at ADAC. Upon handover, an airport that has involved FM consultants is also able to offer more transparency in its service level agreements (SLA) and structure contracts that are performance related. “Airport operators are managed on performance and measured against their own KPIs as well as benchmarking against IATA standards. Therefore, our contracts are performance-based, and services are measured on set SLAs that the airport would expect,” says Peltenberg. In managing both Dubai International and Abu Dhabi Airport Company, Farnek has CAFM system to ensure benchmarks are being fulfilled on a daily basis. “Our CAFM system is tailored to the requirements necessary to handle daily tasks. For example, toilets within an airport are an area that passengers will remember. Therefore, it is important that the frequency of cleaning and replenishment of consumables is done consistently throughout the day. We take great time to ensure that frequen-



cies are met through our CAFM system, and the staff member can sign in and out once a bathroom is complete. This real-time reporting allows the ability to cross-check with our duty officer to ensure that the service has been completed and to a high standard.” AFM also extends to the aeronautical side of the sector. OCS, which launched into the Middle East in 2014, delivers what it calls ‘specialist aircraft appearance services’ too many of the world’s leading airlines including Emirates, British Airways, Virgin Atlantic, Qantas and Air China (alongside the 24 airports it also works with). “The aircraft appearance teams are akin to the formula 1 pit teams,” says Barrie Patrick Torbett, Aviation Sector Expert at OCS. “They must clean and service the aircraft with the minimum of delay to ensure that the aircraft is ready to receive passengers and meet their allocated departure slot. All of these services have to be delivered amidst a constant flow of passengers and staff. Whilst it is essential to have a planned preventative maintenance regime you must also have procedures in place for reactive services which may be brought about through severe weather conditions or industrial action causing severe delays to flight departures and arrivals leading to major passenger congestion and over stretched facilities.” To help manage unforeseen circumstances, the company’s resource allocation system links directly into flight schedule information, providing the ability to deliver expertise and equipment exactly where and when it is needed. Team leaders are equipped with PDAs, which means that workload can be managed remotely with

constant updates and analysis. The OCS system also provides real-time management information, including digital dashboard reports on productivity and quality standards. OCS must also consider the variation of service levels between budget carriers and flag carriers. “The key word here is budget, regardless of the status of the airline/ airport,” adds Mounir Bensegueni – OCS Head of Business Development, Middle East. “From an airline prospective the budget companies carry out a lot of turnaround cleans themselves and only have a full clean/deep clean when they are in their own hub.” “At the other end of the scale, we service Emirates Airlines at London Gatwick and each evening we have a 45-minute slot to carry out a full turnaround clean to an A380. This requires a 34 man team to be at the top of their game in order to hit the departure times. In relation to the airports, it comes down to the level of passengers using the facilities and what type of passenger experience the operator wishes to provide. Some regional airports are a basic transport utility whereas as an International hub needs to deliver a full passenger experience in order to attract major airlines to route via their facility. Once again it comes down to budget and as a service provider we aim to deliver the most cost effective resource delivery to match the passenger flows.” An airport is clearly a complex business where the owners - and the airlines, which use it - must work in partnership with many other organisations to provide a high quality service. To this end, ADAC has a clear strategic objective that all providers must work towards, which builds consistency into the delivery and customer experience. However, managing it still needs consistent communication and daily meetings with the various stakeholders involved. It is all part of a giant cog that is working 24/7 to ensure passengers travel seamlessly between check-in to departure and from departure to baggage collection in another country. AFM is critical to this movement and therefore, its standards are a beacon of best practice for the entire facilities management industry.

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Company moves ahead with big ambitions for the next 15 years



arking its 15th anniversary, MMG (Maintenance Management Group) celebrated its achievements last year in December with their employees and business associates in Lebanon and then hosted another party for clients in Qatar in January 2015. The company began its operation in 1999 as a small FM company, which has emerged into one of the pioneer FM companies in the Middle East region. MMG has managed to convince the market that outsourcing was the way to go forward. This was a major achievement for the company as it overcame the traditional view that inhouse was better. Its sister companies PMG (Property Masters Group) and EEG (Energy Efficiency Group), have also been market leaders in areas of Property Management and Energy Services respectively. Keeping with their anniversary fest, MMG has completely revamped all of the branding and website. It has a new tagline ‘Responsive. Receptive. Reliable’, an update website: www. mmg-holdings.com, and the firm now move forward with even stronger goals for future growth.


► MMG’s team in Lebanon continues to bring in new business – with a number of contracts including Beirut Heights, Libano Suisse, Bay Tower, Majestic Tower and Via Mina. The latest contract is for the total FM for the Diet Center, which is a noteworthy contract because it is their first venture into maintenance of kitchen equipment. ► Developing their business further, MMG has launched SPRUCELY, a new business-to-consumer concept that targets homeowners, tenants and property managers, offering a carefully selected range of indoor services in Qatar. This is a pilot project that will be rolled out further, if successful. This is a first for MMG as it moves into a brand new market. SPRUCELY is not

The company began its operation in 1999 as a small FM company, which has emerged into one of the pioneer FM companies in the Middle East region”

a conventional home maintenance provider per se, it is rather a dynamic, agile, and internet-oriented organization, employing an elite team of workers trained in etiquette and customer service. ► As Syria continues to be in turmoil, in Homs the company focuses on restoration projects. MMG renovated the Byblos Bank branch at Homs in a three-month rush-project that has completed and the bank returned to its original condition. MMG will be working on similar reconstruction projects in MARCH-APRIL 2015



SNAPSHOT OF WHAT MMG’S CLIENTS SAY Charbel Chaaya, MBC “The eight years we have worked and are still working with MMG show what a professional team they are, how they work perfectly and how they follow up their work, and they have the know-how of their business in all areas. They always follow up.” Antoine Keldany, Byblos Bank “It’s been 14 years working with MMG and we have shared all the growth. At the time MMG was founded, there were not many companies. Sure, there were hard days for MMG, especially during the war when it was unsecure and unsafe, but MMG was always ready for everything. MMG, keep up the good work, keep on going!” Fadi Bdeir, ESA “It’s been eight years working with MMG and I recommend MMG to all. I remember a winter night at 7.30pm



when I called the supervisor at MMG for a problem. Although he was going outside Beirut, when I called him, he turned back to fix the problem and he brought in the team. In a short time, MMG was here fixing the problem. MMG have a keen interest to work and a sense of responsibility. This distinguishes them from other companies.” Raghid Al Halawani, QNB Syria “I have worked with MMG personally for nine years, and whilst at QNB since 2012. One of the stand out things for me is the 24/7 service MMG provides. An example is when a mortar bomb exploded near to the office causing significant damage. I immediately contacted MMG and they worked through the night and the weekend to ensure that we could continue running our business. Congratulations on your Anniversary!”

It’s been 14 years working with MMG and we have shared all the growth. At the time MMG was founded, there were not many companies” the newly secured city over the next few months. MMG also began a new project with Bank Bemo Saudi Fransi in October, for the renovation of a 1,000 square metre office space in Damascus, which is due for handover by February 2015.

MORE ACCOMPLISHMENTS EEG One of the two sister companies of MMG is EEG that specializes in energy audit and implementation and Green building consultancy. This firm witnessed a very active business in Q4

ANNIVERSARY of 2014. It has carried out the energy audits of the three Fairmont properties in Kenya (Norfolk Nairobi, Mount Kenya and Mara Safari) and the final reports were submitted with substantial potential savings on both the electricity and thermal energy loads. EEG has also undertaken the energy audit of the Four Seasons Hotel Amman, in addition to the audit of the 440room Intercontinental Hotel in Amman. In Lebanon, the company won a UNDP tender to undertake the energy audits for four industrial plants and a university campus. Following the energy audit completed to the Four Seasons Langkawi (Malaysia) in 2012, it has been chosen to undertake the full lighting retrofit project in line with one of the recommended Energy Efficiency Measures. These contracts highlight EEG’s dominance and expertise in the energy audit sector and further build the company’s international portfolio.

PMG The other subsidiary firm of MMG is PMG that specializes in co-ownership of building management services for multi-tenancy commercial and residential projects. The company was recently appointed as the property manager for the “Trois S Cottage” resort in the “Plateaux” area of Kfardebiane, which is next to the ski slopes of Mzar 2000. This is a high-end project where you can live in luxury at one of the highest peaks. In addition, Prince 627, the first project PMG started to promote three months ago in the Dbayeh area is now materialising. The area is being transformed into a new business district in parallel to its neighbouring Beirut area, which is overcrowded. Despite political instability and economic recession, PMG has sold 15 percent of the project off-plan, prior to any site operation. Excavation has recently begun, with completion date expected in 3 years.

STAFF SHARES THEIR THOUGHTS ON WORKING WITH MMG Fady Lahham, Facility Manager “I have been at MMG for 14 years, starting my career as a HVAC Technician and am now Facility Manager. MMG has an amazing reputation, and we have faced many challenges along the way. I like the family spirit and support that we are given which helps ensure that we can always give clients the best service possible.” Elie Boulos, Supervisor “I have only worked at MMG for six months, but already can see how completely different it is from other companies I have worked with. MMG is a professional environment, where it adds values to the clients.”

Abdo Abou Zgheib, Project Manager “I have been with MMG for seven years, and started by chance as my friend sent my CV! At MMG, there is a family spirit. As a project manager, the added value is the good relationships with clients, the follow up with them, the trust and the good contact.” Annabelle Bermudez, Accounting Assistant “I have been with MMG for nearly six and a half years. The main thing that differentiates MMG for me is the openness – you can always easily approach management at any time whereas in other companies you would need to schedule a meeting.”




Facility Insight looks at some of the latest products available for our industry.


MARKET FLUKE CORP. The Ti90 and Ti95 tools are part of the Fluke Connect™ system. They can produce images with up to 84 percent better spatial resolution than past models, allowing technicians to conduct inspections from a safer distance without sacrificing accuracy. The units include a 3-1/2inch color LCD screen with adjustable brightness and an extensive memory system that contains a removable 8 gigabyte (GB) memory card or an 8 GB wireless card. http://en-us.fluke.com/products/infrared-cameras/fluke-ti90-infrared-camera.html

DENT INSTRUMENTS The PowerScout 3037 monitors voltage, current, power, and energy in single- and three-phase systems. The meter is equipped with a USB port for quick setup, an optional display for diagnostics and reading real-time values, and DIN rail mounting. In addition to Modbus and BACnet communications, Serial RS-485 and Ethernet communications are available in the same unit. Users can toggle between communication methods and protocols using the USB port and ViewPoint software. http://www.dentinstruments.com/power-meters.html

OSRAM SYLVANIA OSRAM RLD6 six-inch LED architectural downlight features glare-free optics and a 46-degree cutoff angle. Available in 2700K, 3000K, 3500K, and 4000K CCT with a CRI of 80. Offered in 18 to 30 watts depending on lumen package, the luminaire is dimmable down to 1 percent and comes standard with built-in 0-10VDC protocol. http://www.sylvania.com/en-us/products/luminaires/Indoor/Pages/Downlights-and-Retrofits. aspx 38



TATE AIRFLOW IsoFlo for raised floor data centers separates the IT airflow from the occupied space, and solves the challenge of cooling non-uniform rack layouts. Isolates both the supply and return airflow within the cabinet, allowing for increased inlet air temperatures, and completely eliminates bypass airflow. Deployable in any new or existing pod or cage configuration. http://www.tateairflow. com/data-center-products/cabinet/isoflo

CYBERLOCK INC. CyberKey Air is a Wi-Fi enabled, programmable smart key that can be uploaded with key-holder schedules and permissions for accessing CyberLock electronic cylinders without physically connecting the key to a communication device. This allows real-time updates of user permissions in the key and access to the audit trail stored in the key memory via Wi-Fi. http://www.cyberlock.com/products/ck-air-cyberkeyair

MOEN INC. The M Press line contains the Durameter™ cartridge, a brass shell featuring a sealed silicone timing mechanism that is isolated from the water source to protect it from impurities and clogs. Preset at 10 seconds, the timing never needs to be reset to compensate for pressure variance, allowing for easier installation and reducing maintenance needs. The timing needle automatically shuts off water after each use and can be modified from 1060 seconds. All faucets feature vandal-resistant aerators, brass construction and a chrome finish that resists harsh industrial cleaners. http://www.moen.com/commercial/mpress

CLUB CAR INC. The Carryall® includes the VersAttach™ bed attachment system and Rhino® lining in the material bed. The vehicle is available in electric, gas, and diesel; two-wheel and automatic all-wheel drive; and two- and four-passenger models. The bed attachment includes long tool holders, backpack blower racks, ladder racks, short- and long-bed dividers, cargo tie downs, and water cooler and fuel-pack holders. http://www.clubcar.com




Good recruiter balances expectations of employer and employee to ensure a successful outcome for the organisation.


A SALARY GUIDE 2015 SALARY GUIDE - FACILITIES MANAGEMENT AED (Gross monthly salaries excluding bonuses) Average Low High

By James Maltman, Managing Director of Engage Selection


ontrary to what you may have heard employers might not be handing out the pay increases you have been waiting for, however if you are one of the top performers there will always be room to negotiate. The recent rise in the cost of living in the UAE as a result of the UAE winning the Expo 2020 has caused such beliefs, when in reality, corporate services in the UAE such as Finance and HR only received on average, a 2% pay increase in the past 12 months. This event is still 5 years off and the true effects on the employment market will not been seen for some time. Although the UAE markets are busy, they are not even close to the levels we have seen in the past. We have seen recent publications suggesting that demand for quality







Facilities Supervisor








Senior Engineers




Assistant Facilities Manager




Facilities Manager




Senior Facilities Manager




Technical Services Manager




Operations Manager




FM Director/Head of FM




General Manager




candidates outweighs supply. This will always be the case for specific roles and difficult to find skills however, in our opinion there is no talent shortage currently in the UAE. With the UAE being one of the most sought after working destination, there is often plenty of talent in the Middle East and other locations who are happy to

work here. Clients often seek guidance on salaries; there is always a fine balance between what they want and what they want to pay for. The same can be applied to candidates. This is where a good recruiter must manage both parties’ expectations to ensure a successful outcome.


- Ali AlSuwaidi, MEFMA Board Member. 42




GREEN CLEANING I by Ali AlSuwaidi, MEFMA Board Member.

n the Middle East green cleaning and sustainability is not becoming the status quo . . . yet. However, ten years down the line, maybe even five, it will be, and hence it is imperative operational changes are made. The introduction of innovative technologies has led to increased efficiencies, and emerging partnerships, that are standardising the industry, and changing the way the marketplace functions. Standards are certainly not a new phenomenon, but, with the marketplace increasingly becoming more competitive, and individuals and organisations looking for new ways to differentiate themselves and validate their capability, they are taking on increasing importance. Certainly those who have invested in cleaning industry standards have enjoyed the benefits. As multiple research shows, green buildings can return millions of dollars each year to the bottom line; they are more efficient in lowering operating costs; protecting occupant health; improving employee productivity; utilising energy, water and other resources; and reducing the overall impact to the environment. At the same time, standards can have an immediate benefit because I am receiving an increased amount of

The introduction of innovative technologies has led to increased efficiencies, and emerging partnerships, that are standardising the industry, and changing the way the marketplace functions”

The first responsibility of the cleaning crew is, obviously, to clean the facility. But, while they’re doing so, they can also help keep an eye on things such as energy and water conservation efforts”

FM tenders (although still not many in ratio with the total) that necessitate an accreditation to some form of sustainable standard. Hence it is critical to make sure training and management programs are compliant with the green cleaning standards you want to meet. One way to do that is to adopt a program such as the Cleaning Industry Management Standard (CIMS). CIMS is the first consensus based management standard that outlines the primary characteristics of a quality cleaning organization. CIMS would be an alternative compliance path to the green cleaning section of LEED-EBOM v4. Another alternative compliance option is Green Seal’s GS-42. The main difference between the two programs is that while CIMS-GB is a specialised area of an overall cleaning process management system, GS-42 was built from the ground up as a green cleaning standard. Furthermore Green Seal has been certifying products for years and the expansion into offering a standard shows how simply being careful what you buy isn’t enough to be truly ‘green’. Regardless of the certificate or standard you adopt and whether you

hire a contractor or clean in-house, having a comprehensive, detailed cleaning plan that is rooted in your overall sustainability goals go a long way toward helping you meet them. It does require a lot of time and attention to make sure they’re done right but making your program part of your overall sustainability plan can offer greater efficiency than having it stand alone or worse having it only to ensure you meet RFP requirements. In either case a company will quickly become unstuck with so many different stakeholders involved whether it is the building occupant, an outside contractor, or both – there are layers of complexity when it comes to making sure that everything is cleaned in an environmentally responsible way and to the satisfaction of the facility manager and the standard to which they must adhere. The first responsibility of the cleaning crew is, obviously, to clean the facility. But, while they’re doing so, they can also help keep an eye on things such as energy and water conservation efforts. Another point to note is that science has now made it clear that certain cleaning products can have an impact on building occupants. The better a facility manager understands how chemicals in cleaning products can cause harm, the better they will be able to choose cleaning strategies and products that will provide a healthy high performing building. So this is a complex business that needs understanding and implementing today if companies are to compete tomorrow! As mentioned previously, there is a proven connection between buildings and their impact on the environment — how it relates to reducing cost and making facilities healthy for the people who work there. It’s only a matter of time before green practices become standard practices across the Middle East … don’t be left behind. MARCH-APRIL 2015







MEFMA is supporting the Middle East Electricity Exhibition

2-3-2015 11:00 am to 4-3-2015 7:00 pm

Dubai World Trade Centre

MEFMA is supporting Solar Middle East Exhibition

2-3-2015 11:00 am to 4-3-2015 7:00 pm

Dubai World Trade Centre

Pre-CONFEX Workshop

15-3-2015 9:00 am to 15-3-2015 3:00 pm

The Address Hotel Dubai Marina

MEFMA Annual CONFEX - Dubai

16-3-2015 8:00 am to 17-3-2015 5:00 pm

The Address Hotel Dubai Marina

MEFMA is supporting Retrofit Tech

16-3-2015 9:00 am to 17-3-2015 5:00 pm


Muhtarif - Module 1 - Management Accounting

22-3-2015 8:30 am to 23-3-2015 4:00 pm

Arjaan by Rotana Hotel

Muhtarif - Module 2 - Operations Management

24-3-2015 8:30 am to 25-3-2015 4:00 pm

Arjaan by Rotana Hotel

Muhtarif - Module 3 - Project Management

26-3-2015 8:30 am to 29-3-2015 4:00 pm

Arjaan by Rotana Hotel

Muhtarif - Module 4 - Sustainability

30-3-2015 8:30 am to 31-3-2015 4:00 pm

Arjaan by Rotana Hotel

Muhtarif - Module 5 - Leadership

01-4-2015 8:30 am to 02-4-2015 4:00 pm

Arjaan by Rotana Hotel

MEFMA is supporting Cityscape Jeddah

05-4-2015 1:00 pm to 07-4-2015 10:00 pm

Jeddah Centre for Forums and Events

MEFMA is supporting Power Purchase Agreement Workshop

13-4-2015 9:00 am to 16-4-2015 5:00 pm


MEFMA & EGBC Networking Event

20-4-2015 9:00 am to 20-4-2015 11:00 am

Abu Dhabi

MEFMA is supporting Cityscape Abu Dhabi

21-4-2015 10:00 am to 23-4-2015 7:00 pm


MEFMA is supporting Middle East Smart Landscape Summit

28-4-2015 9:00 am to 29-4-2015 5:00 pm

Sofitel Hotel, Palm Jumeirah, Duabi

Ta’aseesy - Foundation in FM Course

3-5-2015 8:30 am to 7-5-2015 4:00 pm

Arjaan by Rotana Hotel

MEFMA is supporting Lighting Tech

4-5-2015 9:00 am to 5-5-2015 5:00 pm

Qatar National Convention Centre

MEFMA is supporting HVAC Tech - Qatar

6-5-2015 9:00 am to 7-5-2015 5:00 pm

Qatar National Convention Centre

MEFMA is supporting Smart Skyscrapers summit

11-5-2015 9:00 am to 12-5-2015 5:00 pm

Sofitel Hotel, Palm Jumeirah, Duabi

MEFMA is supporting Saudi Power Exhibition

11-5-2015 10:00 am to 13-5-2015 9:00 pm

Riyadh International Convention Center

MEFMA is supporting and participating in FM Expo

18-5-2015 10:00 am to 20-5-2015 6:00 pm

Dubai World Trade Centre

MEFMA is supporting Future Landscape & Public Realm

25-5-2015 9:00 am to 26-5-2015 5:00 pm


MEFMA is supporting Outdoor Lighting Projects

25-5-2015 9:00 am to 26-5-2015 5:00 pm


MEFMA is supporting the European Facility Management Conference

1-6-2015 8:00 am to 3-6-2015 5:00 pm

Glasgow, UK

World FM Day - Qatar

3-6-2015 12:00 am to 3-6-2015 12:00 am


Ta’aseesy - Foundation in FM Course

30-8-2015 8:30 am to 3-09-2015 4:00 pm

Arjaan by Rotana Hotel

MEFMA is supporting Cityscape Egypt

16-9-2015 12:00 am to 19-9-2015 12:00 am

Cairo International Convention Centre

MEFMA & EGBC Networking Event

23-9-2015 9:00 am to 23-9-2015 11:00 am


MEFMA is supporting Ecocity World Summit 2015

11-10-2015 9:00 am to 13-10-2015 5:00 pm