VISIONS TURNING FACT. STRABAG Property and Facility Services SEE 1. - - PowerPoint PPT Presentation
You envision a bright future for your property tomorrow. We make it come true for you today. VISIONS TURNING FACT. STRABAG Property and Facility Services SEE 1. HISTORY 2. KEY FIGURES 3. ORGANIZATION 4. PORTFOLIO 7. DOCUMENTS NECESSARY
STRABAG Property and Facility Services SEE
You envision a bright future for your property tomorrow. We make it come true for you today.
STRABAG Property and Facility Services SEE
SERVICES
TO QUOTE AN OFFER
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1 HISTORY
STRABAG Property and Facility Services SEE
Bosnia and Herzegovina
2015 Acquisition of the project JYSK SEE
(discount household and furniture chain)
2015 setting up sub-division MQ/ CC within
STRABAG d.o.o. Bosnia and Herzegovina Slovenia
2008 Acquisition of the project HOFER
(discount supermarket chain)
2008 setting up sub-division MQ/ CC within
STRABAG d.o.o. Slovenia Serbia
2015 Acquisition of the project GRADSKO
STAMBENO; property management company for residential real estates of city
2015 setting up sub-division MQ/ CC within
STRABAG d.o.o. Serbia Croatia
10.2003 STRABAG d.o.o. finished the
project „Branimir centar”- multifunctional building in Zagreb
12.2003 STRABAG d.o.o. decides to set up
Facility Management Croatia company
10.2011 rename of the company in Strabag
Property and Facility Services d.o.o.
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2 KEY FIGURES
2.1 STRABAG PROPERTY AND FACILITY SERVICE INTERNATIONAL 2.2 STRABAG PROPERTY AND FACILITY SERVICE - SEE
STRABAG Property and Facility Services SEE
We are present throughout Europe: 2.1 STRABAG PROPERTY AND FACILITY SERVICE INTERNATIONAL
HR RU BA SL HU AT CZ SK DE NL BE CH PL RS
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STRABAG Property and Facility Services SEE
Core Markets in Austria, Slovenia,
Croatia, Serbia, Bosnia and Herz., Hungary, Slovakia, Czech Republic, Poland and Germany
6600 Co-workers in 12 Countries A nationwide network that guarantees a
local presence
22 million m² of net floor area serviced
by around 46,000 objects
STRABAG PFS Market 2.1 SUCCESS FACTOR WIDE COUNTRY NETWORK
Core Market Growing Market
Highlights
Rest of World 6% MOE Countries 30% Austria 15% Rest of Europe 8% Germany 41%
STRABAG SE Market Share
Source: Deloitte Baubericht, Annual Reports 7
STRABAG Property and Facility Services SEE
Headquarters GERMANY- Frankfurt am Main/Münster Workforce 14.250 Properties 57.100 (not including apartments)
Services Real estate management € 105 million Technical facility management € 590 million Infrastructural facility management € 218 million Under management 19,5 million sqm net internal area 45,000 properties under management 764,000 technical facilities 26,800 mobile transceiver stations 88,000 letting contracts 31,800 rental contracts Revenue € 985 million
2.1 STRABAG PROPERTY AND FACILITY SERVICES INTERNATIONAL
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STRABAG Property and Facility Services SEE
STRABAG PFS Hungary STRABAG PFS Austria STRABAG PFS SEE Region STRABAG PFS Slovakia Headquarters Budapest Vienna Zagreb Bratislava Workforce 498 1.486 295 220 Management Offices Hotels Shopping centres Universities Refineries Banks Offices Shopping centres Hotels Offices Shopping centres Hotels Residential real estate Retail Offices Hotels Technical facilities Refineries Banks Services Real estate management Technical facility management Infrastructural facility management Property management Technical facility management Infrastructural facility management Energy management Property management Technical facility management Infrastructural facility management Energy management Real estate management Technical facility management Infrastructural facility management Output 2014
2.1 STRABAG PROPERTY AND FACILITY SERVICES INTERNATIONAL
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STRABAG Property and Facility Services SEE
STRABAG PFS Czech Republic STRABAG PFS Poland STRABAG PFS Belgium, Netherlands, Switzerland STRABAG PFS Russia Headquarters Prague Warsaw Antwerp, Rotterdam, Zurich Moscow Workforce 160 105 20 40 Management Offices Hotels Industrial site Logistics centres Offices Shopping centres Hotels Offices Data centres Offices Hotels Services Property management Technical facility management Energy management Infrastructural facility management Real estate management Technical facility management Infrastructural facility management Technical facility management Technical facility management Infrastructural facility management Output 2014
2.1 STRABAG PROPERTY AND FACILITY SERVICES INTERNATIONAL
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STRABAG Property and Facility Services SEE
STRABAG PFS Slovenia STRABAG PFS Croatia STRABAG PFS Bosnia and Hercegovina STRABAG PFS Serbia Headquarters Slovenska Bistrica Zagreb Sarajevo Belgrade Workforce 13 148 3 131 Management Retail Offices Retail Shopping centres Offices Residential real estate Retail Retail Residential real estate Services Property management Technical facility management Infrastructural facility management Property management Technical facility management Infrastructural facility management Construction works Technical facility management Property management Infrastructural facility management Technical facility management Infrastructural facility management Property management Forecast 2015 € 0,981 million € 2,331 million € 7.000 € 1,454 million
2.2 STRABAG PROPERTY AND FACILITY SERVICES - SEE
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3 ORGANIZATION
3.1 STRABAG PROPERTY AND FACILITY SERVICES - SEE ORGANIZATION – LOCATION MAP 3.2 STRABAG PROPERTY AND FACILITY SERVICES - SEE ORGANIZATION CHART
STRABAG Property and Facility Services SEE
3.1 STRABAG PROPERTY AND FACILITY SERVICES - SEE LOCATION MAP
Slovenia
Croatia
Bosnia and Hercegovina
Serbia
Montenegro
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STRABAG Property and Facility Services SEE
SLOVENIA
3.1 STRABAG PROPERTY AND FACILITY SERVICES - SLOVENIA LOCATION MAP
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STRABAG Property and Facility Services SEE
CROATIA
3.1 STRABAG PROPERTY AND FACILITY SERVICES - CROATIA LOCATION MAP
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STRABAG Property and Facility Services SEE
SERBIA
entrances
3.1 STRABAG PROPERTY AND FACILITY SERVICES - SERBIA LOCATION MAP
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STRABAG Property and Facility Services SEE
BOSNIA AND HERZEGOVINA
3.1 STRABAG PROPERTY AND FACILITY SERVICES – BOSNIA AND HERZEGOVINA LOCATION MAP
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STRABAG Property and Facility Services SEE
Business unit (MQ/CC) Babsch Commerical- and Human resurses department Operative business units Project- Management Sales & Marketing Sub-division (MQ) Babsch
DRL BRL
SEE Group Management Vodanović / Tomić
GRL CL
BackOffice & Assistenz QM & Special projects Head of the department Project management Head of TFM department Head of IFM department Head of PM department QM
3.2 STRABAG PROPERTY AND FACILITY SERVICES - SEE ORGANIZATION CHART
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STRABAG Property and Facility Services SEE
ORGANIZATIONAL STRUCUTRE
Operative business units MANAGING DIRECTORS
QM and Special projects
Head of tehnical Facility Services FM Project leader PM team IFM team FM team
Project management Sales and Marketing Property management Infrastructural management Tehnical management
Head of infrastructural Facility Services Head of Property Management Services Tehnical support Multidisciplin- ary service team Regional TF Manager
BackOffices & Assisten
Head of department HVAC service team Project Management Head of commercial department Commercial team
Call Center
Quality management
3.2 STRABAG PROPERTY AND FACILITY SERVICES
Commercial
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4 PORTFOLIO
4.1 STRABAG PROPERTY AND FACILITY SERVICES - SEE ANALYSIS OF SERVICES 4.2 STRABAG PROPERTY AND FACILITY SERVICES - SEE ANALYSIS OF CUSTOMERS
STRABAG Property and Facility Services SEE
Services TFM IFM PM OTH Slovenia 327.770 m² 121.230 m² 4.490 m²
257.484 m² 47.682 m² 150.000 m² 9.536 m² Serbia 53.665 m² 2.629.632 m²
40.000 m²
678.920 m² 2.798.544 m² 186.490 m² 9.536 m²
4.1 STRABAG PROPERTY AND FACILITY SERVICES - SEE ANALYSIS OF SERVICES
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STRABAG Property and Facility Services SEE
Countrys SLO CRO SRB BH SEE Public facilities
Industry and commerce
Wholesale and retail 444.420 m² 297.409 m²
2.057.154 m² Banks/ Financial institutions
PM residential
PM commercial 9.069 m² 102.234 m²
4.2 STRABAG PROPERTY AND FACILITY SERVICES - SEE ANALYSIS OF CUSTOMERS
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5 REFERENCES
5.2 REFERENCES - IMPORTANT CUSTOMERS 5.1 REFERENCES
STRABAG Property and Facility Services SEE
5.1 REFERENCES
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STRABAG Property and Facility Services SEE
5.1 REFERENCES
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STRABAG Property and Facility Services SEE
5.1 REFERENCES
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STRABAG Property and Facility Services SEE
Comment
Conclusion of contract 04.2008 SLO is unique example for FM services at
HOFER company
78 branches across SLO, target min. 80
branches
Object surface 1.600 sqm, 900 sqm shop
and 700 sqm storage
Total surface aprox. 121.600 sqm
CUSTOMER: HOFER TERM: unlimited SCOPE OF SERVICES: TFM IFM
5.2 REFERENCES IMPORTANT CUSTOMERS
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STRABAG Property and Facility Services SEE
Comment
Conclusion of contract 09.2008 Office building in Zagreb Rent surface approx. 15.900 sqm Total surface approx. 29.200 sqm
CUSTOMER: IMMOFINANZ TERM: 2018 SCOPE OF SERVICES: PM TFM IFM
5.2 REFERENCES IMPORTANT CUSTOMERS
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STRABAG Property and Facility Services SEE
Comment
Conclusion of first contract 06.2008 4 shopping centre in CRO 3 retail parks in CRO Rent surface approx. 104.700 sqm Total surface approx. 174.830 sqm
CUSTOMER: M2 GROUP TERM: unlimited SCOPE OF SERVICES: TFM
5.2 REFERENCES IMPORTANT CUSTOMERS
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STRABAG Property and Facility Services SEE
Comment
Conclusion of contract 04.2015 Consortium Strabag PFS lead Approx 11.300 housefloors
Cleaning surface PFS approx. 643.300 sqm Revenue PFS 1,635 mil EUR
CUSTOMER: CITY OF BELGRADE TERM: 3 years SCOPE OF SERVICES: IFM
5.2 REFERENCES IMPORTANT CUSTOMERS
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6 OUR END-TO-END SERVICES
6.1 OUR END-TO-END SERVICES FOR YOUR PROPERTY HOLISTIC COMPETENCE IN REAL ESTATE AND FACILITY MANAGEMENT 6.2 PROJECT ORGANIZATION 6.3 IT LANDSCAPE 6.4 FACILITY MANAGERS 6.5 INTERNAL COMUNICATION 6.6 EMPLOYEES 6.7 WORK ENVIRONMENT 6.8 QUALITY MANAGEMENT CONCEPT 6.9 QUALITY MANAGEMENT – MOST OFTEN USED FORMS AND TEMPLATE
STRABAG Property and Facility Services SEE
Technical facility management
6.1 OUR END-TO-END SERVICES FOR YOUR PROPERTY
HOLISTIC COMPETENCE IN REAL ESTATE AND FACILITY MANAGEMENT Property management/corporate solutions Infrastructural facility management Property management and advisory Real estate management Facility management
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STRABAG Property and Facility Services SEE
6.2 PROJECT ORGANIZATION
The company STRABAG PFS has strictly defined charges (responsibility, authority and communication within the company which enables efficient functioning of the same), process (all interdependent resources and activities that transform input elements in output and procedures (working methods) required for the application of quality management. The management is responsible for the know-how of the company, the implementation of the state-of-the-art methods in terms of the employed equipment and plants, as well as acquiring new business. Facility managers are responsible for monitoring facilities, contact with the principal, modernization, repairs and every other aspect of maintenance, as well as the election of subcontractors. Manager liability is determined by these very process and procedures. Further, the management is responsible for the coordination of human resources, the supervision of the BRVZ Company, analyzing the annual budget, controlling solvency and attracting new clients. Our concern company BMTI is responsible for the provision of a sufficient number of vehicles and other equipment necessary for smooth and uninterrupted facility
specifications to these two companies to carry out the orders.
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STRABAG Property and Facility Services SEE
EXAMPLE – ORGANIZATION STRUCTURE – MANAGEMENT BY PROJECT HVAC service team
CLIENT
Facility manager Property manager Cleaning personel Infrastructural tehnician Engineering support
TECHNICAL SUPPORT
Multidisciplinary service team Service tehnicians Project Manager
Subcontractors TFM team IFM team
Head of infrastructural Facility Services
Managing directors
Head of tehnical Facility Services Head of Property Management Services Call centar Support service
PM team
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STRABAG Property and Facility Services SEE
Client User Tehnical support on building Report of trouble Removal of trouble Confirmation of execution STRABAG PFS Team on building Dispatching centar User Help Desk 0800-1-999
..
Präsenzzeiten Betriebsteam
Online Reporting Head of the building
YES NO
The duty service / On call Team Facility Service ie. trained and specialized staff Office working hours (0-24)
DESCRIPTION OF PROCESS HELP DESK 0-24
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STRABAG Property and Facility Services SEE
EXAMPLE – OPERATIONAL PLAN OF REGULAR MANINTENANCE OF FACILITY
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STRABAG Property and Facility Services SEE
EXAMPLE – OPERATIONAL PLAN OF LEGAL TESTS ON FACILITY
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STRABAG Property and Facility Services SEE
6.3 IT LANDSCAPE
We are using Concept CAFM solution from Norwegian company Consept (www.conseptfm.no). It’s a powerful technical CAFM/PM solution that is currently used in Strabag PFS Group. It’s multilingual and integrates several different modules that allow us instant access to all the data regarding client. It also allows our client to be thoroughly informed of everything if he chooses so. Our CAFM software can be interfaced with any existing system(s) that is using SQL or has general capability to import/export data in some way.
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STRABAG Property and Facility Services SEE
IT LANDSCAPE
EXAMPLE – CAFM
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STRABAG Property and Facility Services SEE
6.4 FACILITY MANAGERS
Professional tasks of the facility manager or his deputy in our company are mainly defined by the following parameters:
suppliers and representatives of principal)
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STRABAG Property and Facility Services SEE
6.5 INTERNAL COMUNICATION
The core of communication in STRABAG Property and Facility Services Ltd. is the direct contact of the head with their subordinate employees. Facility managers exchange daily communications with other foremen in the ground facilities operated by the SPFS. Applying the “four-eyes” principle and the separation of incompatible activities are used to prevent irregularities, in particular in procurement and deliveries. Separation of functions also includes a separation between decision-making, implementation, inspection and reporting. In this regard, SPFS system is regulated by internal rules of procedure where – depending on the size and relevance of the decision – different levels of hierarchy must be correspondingly involved in decision making. On a daily basis, facility managers conduct interviews with subordinate employees before starting work. Minutes of meeting are taken, according to the topics and facilities in question.
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STRABAG Property and Facility Services SEE
6.6 EMPLOYEES I/III
Necessary qualifications for all employment are predetermined and documented. For each position in the SPFS there are certain requirements in terms of education, work experience and desirable traits. The main criteria for the employee selection for the job are whether they meet the required qualifications. Recruitment of competent and qualified workers, their improvement, support for personal development training and additional training is realized periodically in various stages of new projects such as Planning staff composition Introduction of new systems Interviews with colleagues Planning of training, training of staff Management is responsible for the realization of the planned training and their evaluation. Education of employees within the concern is carried by the aforementioned company BRVZ. Data entries regarding education, seminars, experience and skills are kept in the employees’ personal record.
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STRABAG Property and Facility Services SEE
6.6 EMPLOYEES II/III
At the STRABAG Academy, we work closely together with internal and external experts to develop training events corresponding to employees’ actual needs in order to best support them in their future assignments and offer them additional professional and methodological know-how. The targeted and comprehensive range of training events is divided into fundamentals, specialized topics and methodological training, and consists of specific training measures in the areas of technology, law, economics, electronic data processing, ethics and methodological and social skills. These topics are presented through on-site seminars. The correct choice of topics and the efficiency of the conducted training are evaluated during the management review. The results of this evaluation are also entered in the employees’ personal record.
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STRABAG Property and Facility Services SEE
6.6 EMPLOYEES III/III
EXAMPLE - TRANNING PLAN FOR EMPLOYESS
xxxx
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STRABAG Property and Facility Services SEE
6.7 WORK ENVIRONMENT
In order to provide our employees with suitable prerequisites for efficient performance and to fulfil the statutory requirements regarding health and safety and environmental protection, we monitor and maintain the required work environment. Operational facilities together with their premises and installations, operating procedures, plant and equipment including their erection and provision, utilization and maintenance comply with the statutory and occupational medical requirements as well as accident prevention regulations. Responsibilities and procedures are organised and documented in accordance with the relevant national requirements. All employees are entitled to daily rest period prescribed by law, also all employees have their own spaces which provided them optimal standards
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STRABAG Property and Facility Services SEE
6.8 QUALITY MANAGEMENT CONCEPT
STRABAG PFS applies the central quality management system which is process oriented, and it serves to ensure general quality management and improvement of services and products in relation to the clients. The overall application includes all organizational units and processes into the quality management system. The efficiency is confirmed by an independent third party. This way of certification points out the systematic and unique quality management. Quality assurance is used for the purpose of controlling the own and other’s services at properties that are taken care of. Quality assurance is performed by the management of the facility or by the support segment. The features of the check result from appropriate control lists.
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STRABAG Property and Facility Services SEE
6.9 QUALITY MANAGEMENT – MOST OFTEN USED FORMS AND TEMPLATE
The most common documents, with which we achieve communication with the clients, are:
CONTRACT DAILY REPORT
Siječanj Veljača Ožujak Travanj R.B. TEHNIČKO ODRŽAVANJE 1 SERVIS KLIMA KOMORE 2 x godišnje 2. Servis rashladnika vode 2 x godišnje 3. SERVIS RASHLADNE STANICE 1 x godišnje 4. SERVIS VENTILOKONVEKTORA 2 x godišnje 5. SERVIS SPLIT SUSTAVA 2 x godišnje 6. SERVIS TOPLINSKE PODSTANICE 1 x godišnje 7. SERVIS PLINSKIH PLAMENIKA 1 x godišnje 8. SERVIS OMEKŠIVAČA VODE 1 x godišnje 9. ČIŠČENJE VENTILACIJE 1 x godišnje 10. DIMLJAČARSKI RADOVI 3 x godišnje 11. SERVIS CNUS-A I AUTOMATSKE REGULACIJE 1 x godišnje 12. SERVIS SUSTAVA KONTROLE PRISTUPA I VIDEONADZORA 1 x godišnje 13. SERVIS KOMPEZACIJE JALOVE ENERGIJE 1 x godišnje 14. SERVIS SUSTAVA PANIK RASVJETE 1 x godišnje PREGLED I ZAMJENA PANIK RASVJETE 12X GODIŠNJE 15. SREVIS DIESEL AGREGATA 1 x godišnje 16. SERVIS ROLO VRATA I RAMPI 1 x godišnje 17. SERVIS AUTOMATSKIH KLIZNIH VRATA 1 x godišnje 18. Pregled i kontrola elektro razdjelnika i instalacija 12 x godišnje 19. PREGLED ISKLJUČNIH TIPKALA 12 x godišnje 20. OČITAVANJE ENERGENATA 12 x godišnje 21. PREGLED ELEKTO GIJAČA ODVODNIH GRALA I CIJEVI 12 x godišnje 22. SERVIS PREPUMPNOG OKNA 1 x godišnje 23. PREGLED SUSTAVA PREPUPNOG OKNA 12 x godišnje 24. PREGLED I ČIŠĆENJE KROVNIH ODVODA 12 x godišnje 25. ČIŠĆENJE I PROVJERA VANJSKIH ODVODNIH KANALICA 12 x godišnje 26. Pregled sanitarne tehnike 12 x godišnje 27. PRAŽNJENJE SEPARATORA 1 x godišnje 28. SERVIS SPRINKLER STANICE 2 x godišnje 29. PEGLED I KONTROLA SPRINKLER STANICE 12 x godišnje 30. SERVIS SUSTAVA VATRODOJAVE 2 x godišnje 31. PREGLED SUSTAVA VATRODOJAVE 12 x godišnje PREGLED SUSTAVA CO DETEKCIJE 12 x godišnje 32. SERVIS VATROGASNIH APARATA 1 x godišnje 33. PREGLED VARTOGASNIH APARATA 3 x godišnje 34. PREGLED SUSTAVA ODIMLJAVANJA 1 x godišnje 35. SRERVIS ALARMNOG OZVUČENJA I RAZGLASA 1 x godišnje 36. Pregled razglasnog sustava 12 x godišnje 37. SERVIS PPZ 1 x godišnje 38. PREGLED PP VRATA 12 x godišnje 39. PRGLED I SERVIS HIDRANTSKE MREŽE 1 ZAKONOM PROPISANA ISPITIVANJA 44. Ispitivanje sprinkler instalacije 45. Ispitivanje hidrantska mreže 46. Ispitivanje plinodojava OOPERATIONAL PLAN WORK TICKET ORDER FORM OFFER FOR ADDITIONAL WORK MONTHLY WORK REPORT
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STRABAG Property and Facility Services SEE
EXAMPLE – KPI CONTRACT INDICATORS
Services Monitoring activity Critical indicators Comments 3 consequtive times/branch >5% for the entire no. of branches alocatet/month Repairs and Emergency incidents The maximum time to solve the request (*)
< 3 / incidents/month
< 6 / incidents/month
< 10 / incidents/ quarter
< 15 / incidents/ quarter each additional hour hour/incidents 8 hours Serious incidents caused by the services received Risk to health or safety < 1 / year Environmental impact < 1 / year > 3 / year The absence of utilities in part of the building (maintenance supplier fault) < 2 / month >25 / year The absence of utilities in the building (maintenance supplier fault) < 1 / year >5/ year Documents and records Records are completed on time (according to the law) < 2 / month >5 / year Records are completed with accuracy (no. of incidents) < 2 / month >25 / year Handover from intervention are correctly completed < 5 / month >35 / year Equipment maintenance records are completed in according with PPM < 5 / month >35 / year Staff Staff behavior (evidence) < 2 / year <1 / person Dress code (pictures) < 5 / year >25 / year Compliance with the program of work and internal rules from client < 2 / year > 25 / year Presence documents Smoking in restricted areas < 1 / year >25 / year Presence evidence staff is updated < 2 / year > 2 / year Presence documents Replacing staff on request in short time
24 hours 5 days Notification from client
30 days 45 days Notification from client Not cleanead area in the technical areas < 2/ year /location > 10 / year Notification from client Management Monthly reports - mising deadlines < 1 / year > 4 / year in first 5 days in the next month Quality and accuracy of monthly reports < 1 / year > 4 / year Monthly Proactive performance (Technical solutions and cost reduction proposals) > 5 / year 2 years ROI Ad Hoc Works Sending technical solutions and bill of quantities - 3 days 5% no. of incidents / month 10% no. of incidents / month Starting works after received order in 5 days or agreed terms 3 incidents / month 5 incidents / month Refuse handover work qualitative and quantitative - low qualitative < 5 / year >25 / years Handover form and real work situation Bill of quanties higher than 10% over market price < 2 / month >25 / years two offers lower than the one received from the Supplier Send file reception (acceptance) work <15 days < 5 / year >25 / years After acceptance of works Help Desk Confirmation and respond to ticket/request < 15 min 5% no. of incidents / month 10% no. of incidents / month Close ticket/request 1 day 5% no. of incidents / month 10% no. of incidents / month After closing the incident Miscelaneous Annouce in 30 min each serious and emergency incidents < 2 / month >5 / year Setting the Equipment as per BCR rules (temperature, time program) < 5/month >50 year Not act according to the contract < 5/month >25 year Handover form Reports and Services Complaints Documents Complaints KPI Indicators Incidents Incidents Mis Regular services in according with PPM < 1 / incidents Planning Preventive Maintenance < 1 / incidents
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7 DOCUMENTS NECESSARY TO
STRABAG Property and Facility Services SEE
Request for Proposal
Service specifications
Contract
Bidding documents
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STRABAG Property and Facility Services SEE 52 STRABAG Property and Facility Services GmbH
STRABAG PROPERTY AND FACILITY SERVICES SEE