Facilities Management Scope of Services
The scope of services for FM varies base on organisation specific requirement. It is likely
to be case-specific by nature and generally covers all aspects of non core activities within
the organisation. Practically, it deals with the diversities of facility, organizations,
business sector, surrounding environment, context, and circumstances (Chotipanich,
2004).
FM is the process of managing all aspects of real estate and facility assets from
acquisition to disposition. The domain of FM has been wider than the past. FM
encompasses workplace, facility, support service, property, corporate real estate, and
infrastructure. Today, FM involves in the management of organisation’s facility resources
and support services at three levels; strategic, operational and tactical.
At the strategic management level, a facility manager is required to participate in
planning, design, construction, operation and demolition of the facility. Rondeau et al.
(1995) summarises the strategic FM functions as the following:
1. protection of the market value of the real estate inventory.
2. assisting in capital accumulation.
3. origination of strategic moves.
4. information networking among divisions and operations which provides basis for:
annual operating plan
Long- Range Business Plan
Strategic business plan
Long-range facilities plan
5. risk assessment and control
6. deal structuring
Lease versus buy
Specific project assignments including making hold versus sell decision
Acquisition and divestitures
Buy or sell
Lease arbitrage
Market studies
Highest and best use analyses
Strategic management reports on the inventory status and forecast
Miscellaneous studies
7. facility design
8. construction
9. maintenance and operation
10. administration services
Operational management involves primarily with more detailed, specific aspects of
implementing the strategic plans or changing current operating activity. This includes the
detailing of operational needs such as manpower and financial resource planning,
budgeting, scope of works definition, utilisation of system and processes, logistic
preparation and mobilization planning. Generally operational activities will look into
matters relating to the success in delivering the services which can be divided into the
following key functions:
1. manpower and financial resource planning
2. establishing budget and cost control programme
3. establish and implement procurement and purchasing policies
4. plan, execute and monitor operation, maintenance and repair activities
5. plan, execute and monitor refurbishment, upgrading and retrofitting activities
6. administration and management of other support services
Finally the tactical management level will be focusing on key functions to achieve the
operational efficiency and effectiveness in the delivery of the FM scope of works. In FM,
the common tools used to achieve this objective are the performance management system
using service level agreement and key performance indicators. Value enhancement
programme (e.g. utilisation of building automation system, supervisory control and data
acquisition system, and online system performance monitoring equipment) and
implementation of computerized maintenance management system (CMMS) are seen to
be the key factor in achieving the highest return in FM investment.
In Malaysia, a comprehensive FM service contract is the most widely implemented FM
agreement between the government and the service provider. The detailed scope of works
for a successful delivery of FM services will consist of a service level agreement and key
performance indicators defined for all technical and non-technical aspect of services
rendered by the FM service provider. Typical comprehensive FM scope of services can
be divided into the following categories and sub-categories:
1. facilities Strategic management
a. Establishment of facilities operation and maintenance management policy,
strategy, quality management system & work processes.
b. Establishment and implementation of Safety, Health, and Environmental
policies that are fully in compliance with statutory requirement and
client’s standards.
c. Establishment of maintenance management information systems and
reporting procedures.
d. Establishment of Service Level Agreement (SLA)/Key Performance
Indicators (KPI) and development of the appropriate monitoring and
analysis processes.
e. Management of Customer Care Centre.
f. Management of facilities technical documentation and record including
archiving and updating.
g. Establishment of comprehensive facilities inventory system
h. Establishment of formal auditing process of the service delivery and
customer satisfaction review.
i. Establishment of procurement and inventory system of parts and
consumable items required for the service.
j. Establishment of Security Handbook/Standard Operating Procedures
(SOP’s).
k. Establishment of staff administration system that includes recruitment,
training & development and performance review process.
l. Liaison with the appropriate statutory authorities on matters relating to the
services and their provisions.
m. Performance management of sub-contractor/supplier and specialist service
provider.
n. Project Management
o. Warranty Management
2. Operation, Maintenance and Repair
a. Mechanical Systems
Centralised air conditioning and mechanical ventilation system
Air conditioning units (Air Handling Unit, Fan Coil Unit, Split
Unit and Pecision Unit)
Cooling towers
Water pump system (chilled and condenser water)
Fans and filters
Pressurization System
Smoke Spill System
Fire Alarm, Protection and Fighting System
Fire Alarm, Monitoring and Detection System
CO2 and gas extinguishers
Clean Agent (Argonite)
Central Monitoring System
Lift (including passenger, service and fireman)
Escalator and Travelator
Weighbridges
Overhead Cranes
Liquid Petroleum Gas Supply
Sewerage Treatment Plan (including strainers, gates, pumps and
motor)
Domestic/Cold Water Supply and Booster Pump System
Vehicle Platform Ventilation System (including smoke control
system- Carbon Dioxide sensors and Diesel Particle sensors)
Gondola System
Cold Room
Grease Interceptor with automatic dosing system
Other mechanical equipment or system such as Irrigation
System, Roller Shutters, and Fountains.
b. Electrical Systems
External High Tension Reticulation and Distribution System
(33kv substation)
External and Internal Low Voltage External Installation (11kv
substation)
External Lighting System (including Hi-mast, street lighting,
tunnel-sensor lighting, security fencing lighting)
Earthing, Lightning arrestor (Faraday Cage type) & Transient
Voltage Surge Suppression Systems
Standby Diesel generation set
Uninterrupted Power Supply
Internal Lighting and power system
Special Lighting (including LED façade, LED colour change,
Floodlight, Hot re-strike, Water Features, Cold Cathode)
Landscape Lighting
c. Electronic Systems
Public Address System
Building Management System
Information, Technology and Communication System
Security System including Card Access System, Intrusion
Detection System, Automatic Gates and Barriers.
d. Civil, Structure and Architectural
Road, Hump/Bump, Hard Standing and Footpath/Walkway
Slopes and Earth Retaining Structure
Drains, Sumps, Gratings and Culverts
Fences and Gates
Bridges and Underpass
Sewer Lines ad Manholes
Water Tank (including domestic and fire)
Building and Roof Structures
Floor
Ceiling
Doors (including fire door), windows and Grille
Internal Partitions
Furniture (common areas built –in)
Signage (including road marking, parking lots and
building/room)
Plumbing and Sanitary System
Rainwater Goods (symphonic system, gutters, down pipes)
Internal and External Wall Finishes (including cladding,
paintworks and plaster)
e. Custodial Services
General Cleaning (including internal and external/building
façade)
Landscape and Ground Maintenance
Pest and Domestic Animal Control
Hygiene Services (including sanitary bin and disposal)
Solid Waste Disposal
f. Support Services
Event Facilitation
Catering services
Facilities Security Services
3. Workforce and Supervision - provision of qualified personnel in charge of
management, operation and maintenance, and supervision of the various services
and systems as described in the operation, maintenance and repair.
4. Workmanship and material – supply of all materials, equipment plants, spares and
consumables, competent personnel and labour to perform the above-mentioned
works.
5. Warranty & Defect-Liability Period Management – during the effective Defect
Liability Period (DLP), the service provides is obliged to carry out the duty to
observe and report may defects in any part or parts of the building/facilities
system and equipment to the Superintending Officer.
In practice, FM has been implemented differently in different organisation. In-house FM
organisation will have a different work culture as compared to an out-sourced FM service
provider. Motivational levels are not the same for these two organisations but one
particular thing that they share is scope of works. Chotipanich (2004) argues that the
scope and responsibility of FM in an organisation may be wider that an organisation will
require in support services. This can be illustrated in the figure below.
Figure : Cluster of support services
(Source : Chotipanich, 2004)
There seem to be an overlapping function between the various service functions within
the support services. However this may differ depending on the influence by culture,
business objective, and nature of that organisation.
