INTEGRATED FACILITY MANAGEMENT SERVICES

@ YAYASAN KEPIMPINAN PERDANA

GLOBAL FACILITIES MANAGEMENT SDN BHD

257A, JALAN BANDAR 12, TAMAN MELAWATI, 53100 KUALA LUMPUR, MALAYSIA
TEL:603 4107 2250, 603 4108 2250, FAX: 603 4107 2251 email: gfm@globalfm.com.my website:www.globalfm.com.

TABLE OF CONTENTS
1 INTRODUCTION 5

1.1 PURPOSE OF THIS PROPOSAL 5

1.2 COMPANY PROFILE 6

1.3 FINDINGS 6
2 THE PROPOSED SERVICE DELIVERY MODEL 10

2.1 METHODOLOGY / PHILOSOPHY 10

2.1.1 IFM Service Delivery Model 11
2.1.2 Overall Responsibility 12
2.1.3 IFM Best Practices 12
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2.2 THE SCOPE OF SERVICE 13

2.2.1 Work Place/Service Area 13
2.2.2 Facility Engineering & Technical Services 13
2.2.2.1 Mechanical Systems 14
2.2.2.2 Electrical Systems 14
2.2.2.3 Civil and structure 15
2.2.3 Non- Engineering Services 16
2.2.3.1 Cleaning, Housekeeping & Hygiene 16
2.2.3.2 Pest Control Service 16
2.2.3.3 Landscaping 16
2.2.3.4 Events & Functions 16
2.2.3.5 Supply of Material, Parts and Ad-Hoc Services 17

2.3 SAFETY, HEALTH & ENVIRONMENT 17

2.4 VALUE ADD SERVICES 18

2.4.1 Warranty Management 18
2.4.2 Documentation Audit 18
2.4.3 Witnessing of Testing & Commissioning and Endorsement of Final Acceptance 18
2.4.4 Facility Defect List and Monitoring of Rectification Activities 18

2.5 CUSTOMER CARE 2020

2.5.1 Call Centre/Service Helpdesk 202020
2.5.2 Customer Satisfaction Survey 20
2.5.3 Bulletin & Newsletter 20

2.6 SCOPE NOT COVERED BY THIS PROPOSAL 21

2.7 ORGANISATION SET UP 22

2.7.1.1 Project Site Operations Structure 2323
2.7.1.2 Management Team 232323
2.7.1.3 Supervision Committee 2323
2.7.1.4 Organization Chart 2323

2.8 PROJECT MANAGEMENT 252525

2.8.1 Project Financing Options 25
2.8.2 Procurement 25
2.8.3 Financial Performance Reporting 25
2.8.4 Human Resource 26
2.8.4.1 Recruitment Process 26
2.8.4.2 Training and Development 26
2.8.5 Managing Risks Through Insurance 27
2.8.5.1 Personnel Insurance Coverage: 27
2.8.5.2 Property Insurance Coverage: 27
2.8.6 Management Systems 28282
2.8.6.1 Quality Management System & Procedure 28
2.8.6.2 Business Process Manual 28
2.8.6.3 Local Process Manual 29
2.8.7 Computerised Maintenance Management System (CMMS) 29
2.8.8 Maintenance Management Programme 30
2.8.8.1 Preventive Maintenance 30
2.8.8.2 Predictive Maintenance 30

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2.8.8.3 Unscheduled Maintenance 31

2.8.9 Performance Monitoring 31

2.8.9.1 Service Level Agreement (SLA) /Key Performance Indicator (KPI) 31
2.8.9.2 Typical Service Level Agreements metrics 32
2.8.9.3 Performance Reporting 333
2.8.10 Operation & Maintenance Standards 33
2.8.11 Emergency Response Management 34

2.9 MOBILISATION PLAN 35

2.9.1 Personnel and Manpower 35
2.9.2 Equipment & Material 35
2.9.3 Facilities to be Provided by the Client 36
3 COMMERCIAL 37

3.1 CONTRACT PERIOD 37

3.2 FACILITY MANAGEMENT AGREEMENT 37

3.3 PAYMENT 37

3.4 VALIDITY 37

3.5 EXCLUSIONS 38

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1 INTRODUCTION

1.1 P URPOSE OF THIS P ROPOSAL

GLOBAL FACILITIES MANAGEMENT (GFM) is pleased to submit this proposal to

the client for the provision of INTEGRATED FACILITY MANAGEMENT (IFM) at
Yayasan Kepimpinan Perdana building.

The solutions outlined in this proposal are developed in line with the requirements
as specified in the RFP documents.

For the purpose of clarity, this proposal is structured into three (3) sections.

Section 1: INTRODUCTION
This section states the purpose of this proposal and describes briefly GFM
corporate profile

Section 2: PROPOSED SERVICE DELIVERY MODEL

This section broadly outlines the proposed service delivery model and the related
solutions.

Section 3: COMMERCIAL PROPOSITION

This section states the commercial proposal and the associated terms and
conditions.

1.2 C OMPANY P ROFILE

GLOBAL FACILITIES MANAGEMENT SDN BHD

Business Focus - Global Facilities Management Sdn Bhd (GFM) is a Bumiputera

wholly owned and managed company incorporated in Kuala Lumpur in February
2000 to take on the growing demand for facilities management solution in the
services industry. GFM was established to fully focus on facility management
services business and position itself to be the company of choice in the industry.

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Our business philosophy is built on the premise of providing added value to our
clients enabling them to focus their resources on their core mission.

Extensive Track Record – Since inception, GFM has built extensive service
portfolios both in the Malaysian and International market. GFM provides facility
management services to a myriad of facilities ranging from offices, educational
facilities, residential areas, sports complexes, data centres covering a total area in
excess of 10 million square feet.

Capabilities Through Skills & Knowledge – GFM currently employs over 180
personnel with diverse skills and competencies to manage and perform the various
services within the scope of our business. As a player in a service based industry,
we understand that the quality of service rendered is directly related to the skill
level of the personnel delivering the service. To this goal, GFM is fully committed
to develop its people’s capabilities through continuous skills trainings. GFM has
and will continue to invest on its people to ensure the right talents are retained
within the organisation.

Partner With Quality – Exceeding customers’ expectations is the main thrust of

GFM Quality Policy which governs all processes in our service delivery. Our ability
to consistently comply with the Quality Policy is the key differentiating factor
against other players in the industry. GFM has established a Quality Management
System according to ISO Quality System to ensure that the business/work
processes are incorporated with the industry’s best practices and at par with
‘World Class’ standards. GFM commitment to quality is rewarded with ISO9001-
2000 certification on Nov 2003 and is proud to be one of the first industry players
in Malaysia to be accorded with the certification under the provision of FACILITY
MANAGEMENT AND MAINTENANCE SERVICES.

International Award Recipient – GFM was accorded the prestigious FROST &
SULLIVAN INDUTRIAL TECHNOLOGIES AWARD 2007 - BEST BANG FOR
BUCKS FACILITIES MANAGEMENT MARKET (MALAYSIA). This award is a
testimony of GFM overall capabilities in delivering high quality facility management
services at optimum cost to Clients.

(Please refer to GFM Company Profile Brochure for further details )

1.3 F INDINGS

From our oberservation we found that certain lighting cannot be repair/replace

using scaffolding method because of the floor structure. Example, lamp in the
auditorium and lamp at the ceiling but on the staircase.

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Others finding is water pump/pantry pump was in the bad shape, rusted, no sign of
rooting maintenance done.

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One unit of chillers was down.

Fire alarms panel was continuously activated but not sign of fire in the building and
the alarms sound was disabled (silence).

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2 THE PROPOSED SERVICE DELIVERY MODEL

2.1 M ETHODOLOGY / P HILOSOPHY

INTEGRATED FACILITY MANAGEMENT… GFM is proposing to undertake the

facility management works at Yayasan Kepimpinan Perdana through Integrated
Facility Management (IFM) service delivery model which facilitates the planning,
control, execution and monitoring of all tasks associated to the maintenance
function through a single point of management contact (‘one-stop-shop’). GFM
shall be fully responsible and accountable for the outcome of the service delivery
performance. The measurement of the effectiveness of the service shall be based
on a set of Key Performance Indicators (KPI) which shall be developed and
established based on the Users expectations.

PROVEN METHODOLOGY… GFM operates with proven methodology that was

developed in our other projects sites and constantly reviewed and continuously
improved. In terms of the services, most of the technical areas shall be handled by
GFM in-house staff. The exceptions are very specialized or safety critical systems
such as lifts and swimming pool. In these instances, qualified external parties shall
be engaged. Generally, with non-technical services such as custodial (cleaning,
hygiene, pest control, landscaping and waste disposal, where applicable), GFM
shall employ the services of established business partners. Using our contractor
monitoring/supervision systems and processes, the performance of all partners are
constantly and qualitatively monitored.

CUSTOMER-CENTRIC SERVICE DELIVERY… To manage the FM tasks at site,

the facility shall be split into various strategic zones. These zones shall have
specific lead personnel who will be handling all matters relating operation and
quick-response maintenance, as well as front end customer assistance. A
technical support group shall handle most back-end scheduled and preventive
maintenance works. Engineers and staff in this team shall support and assist the
operations team.

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PERFORMANCE DRIVEN MANAGEMENT SYSTEM… The management

systems employed for all site operations are detailed in section 7.0. GFM has
developed a culture of extensive performance measurement, tailored to provide
key data in comparing and trending achieved performance level against set
targets.

2.1.1 IFM SERVICE DELIVERY MODEL

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2.1.2 OVERALL RESPONSIBILITY

GFM shall undertake full responsibility for the overall MANAGEMENT of the
OPERATION and non-comprehensive MAINTENANCE of all physical assets
installed within the boundary of the facility, which include but not limited to
buildings, structures, compounds, landscaped grounds and engineering
equipments/systems.

The responsibility shall include the establishment and implementation of all

policies, procedures, processes and practices governing the management of the
service function. Monitoring and evaluation of the service delivery performance
level shall be carried out continuously and improvement program initiated to
address any shortfalls.

2.1.3 IFM BEST PRACTICES

The service delivery model to be established by GFM shall incorporate elements of

maintenance best practices which include:
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1. EFFECTIVE ORGANISATION STRUCTURE

2. WELL DEFINED OPERATIONS & MAINTENANCE WORK SYSTEM
3. COMPREHENSIVE MANAGEMENT INFORMATION & RECORDS SYSTEM
4. COMPREHENSIVE INVENTORY OF EQUIPMENT/ SYSTEMS – Asset
Tagging
5. STAFF ADMINISTRATION SYSTEM – recruitment, training and performance
evaluation
6. COMPUTERISED MAINTENANCE MANAGEMENT SYSTEM (CMMS)
7. SERVICE LEVEL AGREEMENTS (SLA) AND KEY PERFORMANCE
INDICATORS
8. SAFETY, HEALTH & ENVIRONMENT POLICY
9. SERVICE DELIVERY AUDIT
10. COMPLIANCE TO STATUTORY REQUIREMENTS
11. CUSTOMER SERVICE HELPDESK
12. CUSTOMER SATISFACTION REVIEW
13. WARRANTY MANAGEMENT OF FACILITIES & RELATED ENGINEERING
SYSTEMS – Managing construction /installer liability over Defect Liability
Period
14. VENDOR MANAGEMENT PROGRAMME – Engagement & performance
management
15. QUALITY MANAGEMENT SYSTEM in accordance to world class standards
e.g. ISO Quality Standards
16. UTILITY MANAGEMENT – Electricity and water usage optimisation program
17. PROJECT MANAGEMENT – Upgrading and refurbishment

2.2 T HE S COPE O F S ERVICE

This section further details the scope of works.

2.2.1 WORK PLACE/SERVICE AREA

The work area of the service covers all the facilities located within the boundary of
Yayasan Kepimpinan Perdana located at Presinct 8, Putrajaya.

2.2.2 FACILITY ENGINEERING & TECHNICAL SERVICES

GFM shall perform the operation and maintenance (O&M) on all engineering
system (Mechanical, Electrical & Civil) installed within the work area. The scope
includes the deployment of competent and qualified personnel, tools/equipment,
incidentals and consumables). The work shall be performed by skilled personnel
and shall be executed in accordance to the best commercial and engineering
practice.

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GFM shall liaise with all relevant authorities, utilities and licensees and shall be
responsible for submissions of applications and obtaining the necessary approvals
to operate, maintain and service the equipment that falls within the scope of the
service. The tasks for all these shall be conducted in accordance to the
appropriate statutes and standards.

2.2.2.1 MECHANICAL SYSTEMS

The work covered by this proposal is for the supply of tools, workmanship and
necessary incidentals for the operation and maintenance of the mechanical
services and systems. All work shall be performed in accordance with the
maintenance schedule as stipulated by the equipment manufacturer and industry-
best practices. Wherever applicable, suitable specialist contractors shall be
engaged, either on a case by case basis or through long term contracts. Either
way, performance and quality shall not be compromised.

The area and systems that come under this category include:-

 Building air-conditioning equipment and services

 Fans and ventilation equipment
 Fire fighting and alarm systems
 Lifts & gondola

2.2.2.2 ELECTRICAL SYSTEMS

The work covered by this proposal is for the supply of tools, workmanship and
necessary incidentals for the operation and maintenance of the electrical services and
systems. All work to be performed under these specifications shall be in accordance
with the maintenance schedule as recommended by the equipment manufacturer and
as prescribed by the industry best practice. In addition, GFM shall be responsible for
regular testing, recalibration and inspection of the electrical installations. In
compliance to the regulation enforced by The Energy Commission, a Competent
Electrical Engineer (CEE) shall be engaged to supervise major works and perform
periodical inspection of all critical installations within the facilities. Where necessary,
all maintenance work involving testing and calibration of the electrical system shall
comply to the prescribe standard i.e. B.S 7671:1992 16 TH edition IEE WIRING

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REGULATIONS; MS.IEC 60364-1996. The electrical systems that come under this
category include:-

 Electrical Supply & Distribution Installations and Systems  ELV Systems

 Back Up Power (Generator sets & UPS)  Building Autom
 Earthing & Lightning Protection System  Lightings
 Telecommunication Systems  Audio & Video

2.2.2.3 CIVIL AND STRUCTURE

GFM shall be responsible for the periodic inspection, maintenance and repair for
the following:

 Roofing and Rainwater Gutters

 Timber, Metal and Steel Structure
 Ceiling
 Cold Water Tanks and Water Reticulation
 Plastering and Paving
 Sanitary & plumbing
 Curtain Wall, Windows and Glazing
 Carpentry, Joinery and Ironmongery
 Sewerage Lines and Manhole
 Earth Retaining Wall
 Drains, Sumps, Gratings and Culverts
 Road and Car Parks

2.2.3 NON- ENGINEERING SERVICES

This section refers to the non-technical works to be performed under the scope of
service.

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2.2.3.1 CLEANING, HOUSEKEEPING & HYGIENE

GFM shall provide the cleaning services (internal and external) as mentioned in
the Opus RFP document. The appropriate, capable and suitable contractors shall
be engaged by GFM and will be put through the monitoring and supervision
process practiced by GFM in ensuring the results are delivered. GFM shall perform
periodic external glass cleaning at high locations for the building. This applies only
to high glass facades and large glass wall areas. In concurrence with the
requirements the cleaning shall be performed no less than 3x a year. The
recommended methods shall be followed. The installed gondola and associated
facilities shall be utilized during work execution.

2.2.3.2 PEST CONTROL SERVICE

GFM shall provide an effective control and preventive action to all types of pests
inside and outside of the built environment and the surrounding area that is
associated with the facility. Scope however does not include extensive termite
treatment incurring more than RM1,000 per treatment.

2.2.3.3 LANDSCAPING

GFM, via suitable subcontractors or business partners shall carry out the services
such as cleaning, beautification and upkeeping of trees and plants and operating
and maintaining all related structures associated with landscape. GFM shall
always use the correct tools, safe and good quality materials in accordance with
the specification, procedures, standards and regulations. Supply and maintenance
of potted plants as per the numbers provided in the RFP document shall also be
provided in this proposal.

.2.3.4 EVENTS & FUNCTIONS

GFM can provide services in assisting the client in the preparation and execution
of events and functions held in the premises. Typically these events such as
Exposition, Seminars, VVIP visits etc.

2.2.3.5 SUPPLY OF MATERIAL, PARTS AND AD-HOC SERVICES

GFM shall manage the forecasting, ordering, storage, consumption of all material,
parts, spares and components. In the case of ‘fast moving’ parts, some stock may
be kept in the inventory and used according to the requirement.
GFM, on best efforts basis shall procure on a ‘Just-in-Time’ basis. Where possible
GFM shall select a suitable local provider of fast-moving items and agree on a
consignment arrangement within the facility. The chosen supplier shall then set up
his own store inside the facility and payment is only made for items taken out. This
approach also helps ensure the best price is given to the client/owner.
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All material, parts, spares and components shall be paid for by GFM unless
provided for in the final agreement.

2.3 S AFETY , H EALTH & E NVIRONMENT

In compliance with the OSH ACT 1991, GFM shall develop and establish a
customized, site specific SAFETY, HEALTH & ENVIRONMENT (SHE) policy and
procedures for the provision of facility management services at Yayasan
Kepimpinan Perdana.

Generally the scope within the SHE procedures shall include control of all work
personnel, methods & practices, use of chemicals, tools & equipment, emergency
evacuation/response and environmental effluent & discharge.

A safety, health and environment committee for GFM site team will be established
to ensure all GFM personnel, sub-contractors and users of the facility adhere
strictly to relevant policy and procedures.

2.4 V ALUE A DD S ERVICES

2.4.1 WARRANTY MANAGEMENT

This process serves to assist the site operational team to manage (existing and new)
asset and equipment/installation which are under warranty by the
manufacturer/supplier/contractor. GFM shall implement relevant work processes and
deploy dedicated technical resources to undertake the success delivery of the
warranty management aspects.

GFM shall report to the developer all warranty cases as found whether during
operations or as a result of active auditing and testing. A comprehensive list shall be
created and updated to track work progress. GFM shall also liaise with the
developer’s contractor’s in arranging work execution and sign offs. Wherever a
meeting is held between client, owner and main contractor, GFM shall be present to
report on findings, latest status and other relevant points.

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2.4.2 DOCUMENTATION AUDIT

In the beginning stage of mobilisation, GFM shall conduct a comprehensive

documentation audit to capture all details relating to asset and equipment/installation
relevant to the scope of services. During the process, our technical personnel shall
collate information from contract document to establish a Project Asset Register
which forms the basis and reference document for warranty management.

2.4.3 WITNESSING OF TESTING & COMMISSIONING AND ENDORSEMENT OF FINAL ACCEPTANCE

GFM shall undertake the responsibility to witness all testing and commissioning of
newly handed over building or equipment/ installation. GFM shall submit appropriate
contractual differential report (if any) and facility defect list established during site
physical inspection prior to any final endorsement. This is to ensure that there are no
discrepancies in the delivery of contractual requirement by the supplier/contractor.

2.4.4 FACILITY DEFECT LIST AND MONITORING OF RECTIFICATION ACTIVITIES

During the handing over process from the project construction team, GFM shall
conduct related inspection to establish a facility defect list for the purpose to monitor
rectification works by the supplier/contractor. This list shall form part of the reference
document during the defect liability meeting with the supplier/contractor/consultants.
All discrepancies shall be communicated effectively to the respective party and GFM
shall report on the progress periodically during the effective warranty period.

2.4.5 SUPPLY OF MATERIAL, PARTS AND AD-HOC SERVICES FOR NON-COMPREHENSIVE

CONTRACT

GFM shall manage the forecasting, ordering, storage, consumption of all material,
parts, spares and components. In the case of ‘fast moving’ parts, some stock may be
kept in the inventory and used according to the requirement.

GFM, on best efforts basis shall procure on a ‘Just-in-Time’ basis. Where possible
GFM shall select a suitable local provider of fast-moving items and agree on a
consignment arrangement within the Yayasan Kepimpinan Perdana. The chosen
supplier shall then set up his own store inside the Yayasan Kepimpinan Perdana and
payment are only made for items taken out. This approach also helps ensure the
best price is given to the client.

All material, parts, spares and components shall be paid for by client. GFM shall
however pay the suppliers first. GFM shall then submit a claim for reimbursement
from the client with an additional 3% management fee included.

For replacement of ‘long term’, life-cycle or ‘big ticket’ items, GFM shall, on best
efforts basis identify the budget requirements in advance and advice the client
accordingly. This normally covers plant, systems or equipment which has reached
the end of its lifetime and requires to be replaced. This is expected to come into
effect from year 5 onwards.

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In cases where external contractors are required to be brought in on a case by case

basis (ad-hoc), the costs for these shall also be treated in the same way as
materials. Examples where this is requires include leak repairs, tiling works, minor
structural and wall (civil engineering) works, deluging, intensive technical work and
such like.

To assist Yayasan Kepimpinan Perdana in budgeting for the costs of the items
mentioned above,

( Please refer to YKP Costing for Comprehensive & Non-Comprehensive

Contract )

2.4.6 LIFE CYCLE ITEMS FOR NON-COMPREHENSIVE CONTRACT

This refers to equipment which had reached the end of its life and require
replacement. Although Yayasan Kepimpinan Perdana already operate a couple
years ago. Any parts, items or equipment that meets their life cycle period, its must
be replace. All cost of the equipments include labours burden must be paid by
Yayasan Kepimpinan Perdana. Example of equipment is air-conditioning
compressor, UPS battery, motor pump and others.

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2.5 C USTOMER C ARE

Towards the fulfilment of GFM quality policy of providing services that consistently
exceed customers’ requirements and expectations; we shall initiate and set up the
followings programs:

2.5.1 CALL CENTRE/SERVICE HELPDESK

Customer Call Centre/Service Helpdesk shall be established at the facility as the

main conduit of communication between the facility community, client and GFM on-
site personnel. The Call Centre/Service Helpdesk forms the focal-point to receive
coordinate and monitor all customers’ complaints and requests. The helpdesk shall be
manned by trained personnel and made available throughout the operational hours of
the facility. All requests shall be logged in the CMMS and forwarded to the GFM on-
site team to be responded to accordingly.

The Call Centre/Helpdesk contact number (Hotline) and the procedure for request
shall be made known to the building community and prominently displayed via the
appropriate media.

2.5.2 CUSTOMER SATISFACTION SURVEY

Level of satisfaction is a clear indication of the effectiveness of our on-site personnel

to carry out the service functions according to customers’ needs. As with other GFM
other sites, we will conduct a formal survey where customers give their ratings on the
various aspects relating to our service delivery. This survey will be carried out every
6-months (or at other pre-agreed interval) and the result will be published to all
parties and form the key measurement of GFM overall performance. An analysis of
the outcome shall also be conducted resulting in identification of action plans for
service improvement.

2.5.3 BULLETIN & NEWSLETTER

Effective communication is critical to ensure customer needs are effectively and

consistently addressed. Towards achieving this objective, GFM shall establish
bulletin/newsletter as a media to communicate to the community within the facility.
The content of the Bulletin/Newsletter is mainly to educate the facility community on
the best-use of the facilities and highlights of service updates or prevailing issues.
The form of the bulletin/Newsletter shall be decided on the post commencement of
the service.

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2.6 S COPE N OT C OVERED BY THIS P ROPOSAL

Scope of works that are not covered by this proposal is listed below:

 Provision of security personnel

 Operation and maintenance of Guard Tour system
 Monitoring and operation of CCTV system (including data backup and
recording). Maintenance of the system IS included.
 Turnstiles and car park systems commercial operation (i.e. payment/collection
operations)
 Kitchen/cafeteria equipment
 Maintenance of loose furniture and office IT equipment

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2.7 O RGANISATION S ET U P

The organisation structure established at site shall be self-reliant and capable of

undertaking the following functions effectively:

 Overall Management of the on-site team

 Operation & Maintenance activities
 Technical & Engineering support
 Process Support and Administration

GFM Main Office shall support the on-site team on the following areas:

 Human Resource Management

 Quality Assurance
 Safety, Health & Environment
 Financial Management
 Purchasing & Procurement
 Technical Consultancy and Advisory

The organisation chart shall be established to promote customer focus driven

service through multi skills capabilities.

2.7.1.1 PROJECT SITE OPERATIONS STRUCTURE

For operations purposes, the site shall be one team only, which shall be manned
by optimally by qualified technicians.

 Maintenance Team : PM and other scheduled work, inspections & repairing.

2.7.1.2 MANAGEMENT TEAM

A qualified and suitably experienced HT chargeman shall lead the team at site. He
will be assisted by a team of management staff comprising the two technicians.
The key personnel are the HT Chargeman. GFM too provide Custodial Supervisor
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from HQ that will supervised on cleaning, pest control & landscape. This Custodial
Supervisor will come to Yayasan Kepimpinan Perdana minimum once a month to
obverse the works. The team at Yayasan Kepimpinan Perdana shall be fully
supported by GFM headquarters located in Kuala Lumpur. Personnel or Subject
Matter Experts (SME) from other GFM sites are also accessible to the Yayasan
Kepimpinan Perdana team whenever required.

2.7.1.3 SUPERVISION COMMITTEE

A supervision committee comprising the management of GFM, Yayasan

Kepimpinan Perdana and any other relevant parties shall be set up. The function
of the committee is to discuss prevailing matters and issues pertaining to the
contract operation, policies, strategies, performance review and necessary long
term plans. The committee shall meet on a regular and periodic basis. For the first
six months, monthly would be the minimum. Over the following period a quarterly
meeting shall suffice.

2.7.1.4 ORGANIZATION CHART

The chart below shows the full time direct manpower deployment for the Yayasan
Kepimpinan Perdana facility management.

HT
HTSupervisor
Supervisor GFM
GFMHQHQSupport
Support
(1)
(1)
Facility Management Organisation
HT Chart @ Yayasan Kepimpinan Perdana
HTSupervisor
Supervisor GFM
(1) GFMHQHQSupport
Support
(1)

Elect.
Elect.Technician
Technician Mech.
Mech.Technician
Technician
(1)
(1) (1)
(1)
Elect.
Elect.Technician
Technician Mech.
Mech.Technician
Technician
(1)
(1) (1)
(1)

Custodial
CustodialSupervisor
Supervisor
(1)
(1)
Custodial
CustodialSupervisor
Supervisor
(1)
(1)
SPECIAL IST SERVICE
SPECIALIST SERVICE SPECIALIST
PROVIDER SPECIALISTSERVICE
SERVICE
PROVIDER PROVIDER
PROVIDER
SPECIAL ISTServices
1.SPECIALIST
Cleaning SERVICE
SERVICE SPECIALIST SERVICE
1. Cleaning Services 1.SPECIALIST
1.Elevators
Elevators SERVICE
PROVIDER
2.PROVIDER
Pest Control PROVIDER
Staff direct hire : 4 2. Pest Control 2.PROVIDER
2.Others
Others
3. Landscape
3. Landscape
1. Cleaning Services
1. Cleaning Services 1.1.Elevators
Elevators
2. Pest Control
Staff direct hire : 4 2. Pest Control 2.2.Others
Others
3. Landscape
3. Landscape
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2.8 P ROJECT M ANAGEMENT

2.8.1 PROJECT FINANCING OPTIONS

GFM operations in the facility may be financed through factoring facility and
overdraft facility if required, although this would be unlikely. Capital expenditure
will be finance through leasing or hire purchase. Our good relationship with
supplier will also contribute to our financing needs through better credit terms
given.

2.8.2 PROCUREMENT

Our purchasing process includes suppliers’ evaluation and subcontractors’

assessment to monitor and measure performance. Consistent and measurable
services received from sub-contractors or suppliers. We shall implement Service
Level Agreement (SLA) and Key Performance Indicator (KPI) to monitor and
measure performance. This shall provide the client with relevant standards for all
facilities available at the site.

GFM will closely monitor and frequently evaluate each sub-contractors and
suppliers to obtain adequate information on selection and retention of best sub-
contractors and suppliers to support the facility management services activities to
ensure high quality service is guaranteed. Well managed sub-contractors, vendors
and suppliers will ensure long term cost savings which will be passed on to
Yayasan Kepimpinan Perdana.

2.8.3 FINANCIAL PERFORMANCE REPORTING

Financial performance is measured by the budget given to site. Finance

department will prepare the variance report analysis at the end of the month.
Variance report analysis is given to GFM site in charged to be discussed during
monthly Operation Review Meeting. Overall financial performance report is
presented to management during monthly management operation meeting.

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2.8.4 HUMAN RESOURCE

2.8.4.1 RECRUITMENT PROCESS

GFM’s HR Department always strives to recruit and select the best and qualified
candidates on a pro-active basis to support the company’s vision, mission and
quality policy. The department provides administrative support for the staff
recruitment function to all departments and project sites within the company. The
whole process will be initiated once a staff requisition form for hiring is forwarded
to the HR Dept. or based on each department’s manpower needs. This will be
followed by the approval process and then preparations for internal and external
advertisement.

After the expiration of the advertising deadline, HR department shall screen

applicants based on the individuals who meet or exceed the minimum
requirements for the specific position. If there is no suitable internal candidate to
fill the vacancies, this will be followed by interviewing and selection process for
external candidates. The appointment shall be made upon the recommendation of
the personnel involved in the interviewing process and approved by the Managing
Director. This will be followed by official notice of appointment from HR
Department to the selected applicants. Existing site personnel may also be
absorbed.

2.8.4.2 TRAINING AND DEVELOPMENT

GFM recognizes the responsibility to enhance the employee’s opportunity to

develop skills and abilities for full performance within the position and for career
advancement within the Company. Both the Human Resource Department and the
Heads of Department have a responsibility to assist in the professional
development of GFM employees. The department initiates the professional
development process based on the employee’s performance appraisal and
recommendation from the Heads of Department. From both the appraisal and
recommendation, an assessment is made of the training and development needs
of the employees. HRD assists in professional development process by evaluating
the recommendations of departments as well as the overall Company needs. This
will help in identifying the proper training programs peculiar to the needs of the
Department and company as a whole.

When the type of development plan of the employees have been identified, the
HRD will come up with Annual Training calendar which will include all the
necessary information on the type of trainings to be conducted through out the
year and the personnel who will be trained. This information will be communicated
through out the organization. HRD will also conduct training evaluation to identify
whether the selected programmes are beneficial and effective to the participants.

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2.8.5 MANAGING RISKS THROUGH INSURANCE

GFM provide wide insurance coverage for its personnel and site property as we
believe insurance coverage is important to reduce the burden of any untoward
mishap or disaster. Underwriting also is part of our risk management strategy.

2.8.5.1 PERSONNEL INSURANCE COVERAGE:

Group Hospitalisation and Surgical Insurance Scheme… This is a 24-hour

worldwide coverage for any GFM staff that requires surgery or hospitalization due
to illnesses. Participating hospital includes all private hospitals through out
Malaysia.

Group Personal Accident Scheme… This coverage includes accidental death or

disablement benefits either to the beneficiary or the staff involved. This coverage
is limited to accident-related cases only. It is also a 24-hour worldwide coverage.

Group Term Life Insurance Scheme… Applicable to the Executive staff only, this
insurance coverage is to cover any death or permanent disablement to the staff
due to natural causes.

Social Security Scheme (SOCSO)… This coverage is required by the

Government under the ‘Skim Keselamatan Sosial Pekerja’, aka SOCSO.

2.8.5.2 PROPERTY INSURANCE COVERAGE:

INSURANCE TYPE COVERAGE

1 Fire Insurance Fixtures, furniture & fittings including damages d
2 All Risk Insurance Personal Properties, machinery , equipment
3 Public Liability Any accident or third party liabilities with and ind
4 Electronic Equipment Computers and related items complete with acce
5 Burglary Damages resulting from burglary related inciden

2.8.6 MANAGEMENT SYSTEMS

2.8.6.1 QUALITY MANAGEMENT SYSTEM & PROCEDURE

GFM shall implement all work processes and procedures that are relevant to the
scope of service. Rapid stability of the service delivery shall be achieved by
utilising available work processes within existing GFM ISO-certified Business
Process Manual (BPM). GFM shall deploy the relevant ‘Subject-Matter-Experts’
(SME) to assist the on-site team to implement the processes and work system and
where necessary customised according to the local requirements/condition. The
use of these quality assured processes will also facilitate speedy implementation
of quality system at Yayasan Kepimpinan Perdana facility management in future.
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Our Quality Management System and procedures can be categorised into the
following levels:

2.8.6.2 BUSINESS PROCESS MANUAL

Business Process Manual (BPM) is a set of documented management system

processes (including Quality Manual) established to address a standard
requirement in running a facilities management services organisation. The
processes can be summarised into the following main BPM:

BPM 1.0 Policies, Vision & Values

BPM 2.0 Business Planning
BPM 3.0 Brand Management
BPM 4.0 Business Development
BPM 5.0 Recruit, Management & Develop staff
BPM 6.0 Provide & Manage Working Environment
BPM 7.0 Provide HSE System
BPM 8.0 Manage Finance
BPM 9.0 Contract Review Process
BPM 10.0 Contract Mobilisation
BPM 11.0 Manage & Deliver Service
BPM 12.0 Procure Materials, Goods & Services
BPM 13.0 Measure & Control the Business
BPM 14.0 Continual Improvement
BPM 15.0 Review, Audit & Assess the System

2.8.6.3 LOCAL PROCESS MANUAL

Local Process Manual is a set of documented processes established to address a

standard requirement in running a facilities management services at a particular
project. It consists mainly of a Project Quality Plan and local Work Instructions
which can be summarised into the following main section:

a) Project Quality Plan – “Sign-post” document summarising how a specific project

is planned and executed in line with customer’s and BPM’s requirements
b) WI/PX/ADM – Work Instructions related to project administration
c) WI/PX/MEC – Local processes related to Mechanical service
d) WI/PX/ELE – Local processes related to Electrical service
e) WI/PX/CIV – Local processes related to Civil service
f) WI/PX/CUS – Local processes related to Custodial service
g) WI/PX/SHE – Local processes related to Safety, Health & Environmental
aspects
h) WI/PX/SHD – Local processes related to Service Help Desk service

2.8.7 COMPUTERISED MAINTENANCE MANAGEMENT SYSTEM (CMMS)

GFM shall utilise a computerised maintenance management system (CMMS) to

manage and track all maintenance tasks. We shall schedule all maintenance

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tasks by computer to assure a uniform and detailed method of scheduling work. All
work orders shall be printed, distributed, completed, and closed out by GFM.

All service calls will be registered in a CMMS database in order to capture all
transactions from the Help Desk. Clients are also informed of the work order
reference number for all jobs raised by them.

Enterprise Asset Management (EAM)/Computerised Maintenance Management

System (CMMS) forms the key enabler for GFM to manage the end-to-end
processes i.e. PLANNING, EXECUTION & MONITORING of all operation and
maintenance activities required within the scope of service.

The system, which shall be implemented at the site, shall have the following basic
features:

 Capable of storing comprehensive and detailed information of all

maintainable assets installed within the facilities.
 Capable of supporting data in all types of format i.e. text, drawings and
graphics.
 Allow effective tracking of all operation & maintenance activities, resource
utilisation (manpower, material, tools etc) and cost.
 Ability to provide comprehensive management reports and allows flexibility
for user to customise types of report.
 Provide various statistics of the O&M activities.

It is understood that the system and hardware for the CMMS system shall be
provided and paid for by the client.

2.8.8 MAINTENANCE MANAGEMENT PROGRAMME

We shall develop and establish comprehensive maintenance programme that

include written procedures governing the maintenance tasks. The programme,
which involves a blend of maintenance techniques, must be in accordance to the
needs and complexity of the equipment installed within the facility.

2.8.8.1 PREVENTIVE MAINTENANCE

The preventive maintenance program implemented must be aimed at preserving

the useful life of the equipment and avoiding premature equipment failures. In
addition to the routine aspects of cleaning, adjusting, lubricating, and testing, the
service team must perform inspections to identify impending problems and
schedule repairs prior to equipment failure and/or further degradation.

2.8.8.2 PREDICTIVE MAINTENANCE

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The maintenance programme must also include predictive maintenance using non-
destructive techniques such as vibration analysis, infrared scanning, oil analysis
etc. For critical equipment, the O&M service team is expected to establish a full
fledged Condition Base Monitoring (CBM) programme to prevent breakdown and
disruption to the operation of the facility.

2.8.8.3 UNSCHEDULED MAINTENANCE

This shall be kept to a minimum by proper execution of the above two categories.
GFM shall abide with the prevailing response times and turnaround time as
specified in the client’s requirements (GFM shall also keep record vis-à-vis its own
performance metrics). Critical parts will be kept in stock to smoothen and to
optimize performance of work.

2.8.9 PERFORMANCE MONITORING

GFM will execute the operations at Yayasan Kepimpinan Perdana using a

structured approach to establish work accomplishment. Our program begins with
an organisation built to accomplish the work, a management team to direct
resources, and an administrative function to support and document work
performed.

We would serve as the single point of focus for delivering the full scope of services
outlined in our proposal. We will work closely with the client to accept new work
assignments, resolve operational problems, and be responsive to the client’s
changing needs. We will be responsible for meeting the contract specifications and
meeting the expectations of the client’s administration, and all users.

GFM representative shall meet with the Client’s representative as often as

necessary at the discretion of the client but not less than on monthly basis. A
mutual effort will be made to resolve all issues identified.

2.8.9.1 SERVICE LEVEL AGREEMENT (SLA) /KEY PERFORMANCE INDICATOR (KPI)

GFM shall manage key performance measures, drive process improvement

strategies as appropriate, and work with our site personnel to ensure that facilities
are operated and maintained to user’s satisfaction. Through scheduled reports,
formal meetings with the site managers, and observing employee performance, we
will maintain an awareness of the service delivery performance. We will also meet
regularly with the Client’s representative and conduct surveys to assess customer
satisfaction and resolve concerns. Our maintenance management office will be the
designated point for receipt and transmittal of formal correspondence, reports, and
other contract documents.

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The key performance indicators used to monitor our performance in delivery

support services will be detailed in our service level agreement. We will propose a
set of service level agreements that are specific to Yayasan Kepimpinan Perdana
facilities during the mobilisation phase. Some of the typical metrics that will be
measured are shown below. In any case SLA/KPI as specified by the client shall
take precedence

2.8.9.2 TYPICAL SERVICE LEVEL AGREEMENTS METRICS

NO METRIC MEASUREMENT SOURCE OF DATA

CUSTOMERS’ SATISFACTION Survey Result conducted every six

1 Customer Satisfaction Sur
RATINGS months

Incidences of Corrective Maintenance

2 CUSTOMER FAULTS REPORT CMMS
resulting from Customer complaints

SCHEDULED MAINTENANCE
3 Compared to Planned CMMS
DONE

4 SERVICE RESPONSE TIME Time taken to react to complaints CMMS

SERVICE TURNAROUND
5 Rectification Duration CMMS
PERIOD

INTTERUPTIONS TO CRITICAL
6 Breakdown Occurrences CMMS
SYSTEMS

COMPLIANCE TO SHE Medical Report, Technical

7 Lost Time accidents, Licence expiration
REGULATIONS Audit

2.8.9.3 PERFORMANCE REPORTING

GFM shall incorporate tasks and processes in a manner to assure consistent

delivery of a high standard of quality in all services provided to the client. Monthly
performance report shall be made consisting the following:

 Report of inspection activities.

 Report of maintenance activities.

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 Notification of Defects (NOD).

 Reports presenting Key Performance Indicator (KPI) and
 Compilation of all other necessary reports during the period.
 Monthly highlights of incidents and events
 Status of systems

2.8.10 OPERATION & MAINTENANCE STANDARDS

All works performed including personnel performing the work, material and
equipment shall comply with the requirements, rules and regulations of the
following regulatory authorities:

 Suruhanjaya Tenaga
 Tenaga Nasional Berhad (TNB)/ Supply Licensee
 Communication & Multimedia Commission
 Syarikat Telekom Malaysia Berhad/Telecommunication Licensee
 Jabatan Keselamatan Pekerjaan dan Kesihatan (DOSH)
 Jabatan Bomba dan Penyelamat
 Jabatan Alam Sekitar (DOE)
 Jabatan Kerja Raya (JKR)
 Jabatan Penerbangan Awam (DCA)
 Majlis Perbandaran/DBKL

And any other government or state departments having jurisdiction over services
and facilities.

In addition, the following regulations and standards shall be complied with:

 The Electricity Supply Act 1990

 The Electricity Regulation 1994
 MS.IEC 364:1996 or BS 7671:1992 (IEE Wiring Regulation)
 Uniform Building By-Laws 1984
 Factories and Machinery Act 1967
 Occupational Safety And Health Act 514:1994
 ASHRAE Standard 62-1989: Standards for Natural and Mechanical
Ventilation
 All recommendations from the relevant equipment manufacturer operation
and maintenance manual

And any other laws and regulations enforced by the bodies/agencies recognised
by the government.

2.8.11 EMERGENCY RESPONSE MANAGEMENT

We use time-proven procedures for managing a crisis situation that may occur at
any location within the area. For Yayasan Kepimpinan Perdana, we will prepare
and document contingency procedures for the following situations:

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 Emergency storm/extreme weather conditions

 Widespread unscheduled electrical power failure
 Catastrophic loss (i.e. due to fire, flood, etc.)
 Natural disaster recovery
 Work stoppage
 Bomb threats
 Riots

Our primary emergency response management objectives will be the safety of

personnel and protecting the facility assets while maintaining operating conditions.
Any link-ups with other parties (security personnel, departmental representatives,
etc.) shall also be established.

2.9 M OBILISATION P LAN

Upon confirmation, GFM shall deploy its personnel and equipment based on the
topics given below:-

2.9.1 PERSONNEL AND MANPOWER

Mobilisation shall begin immediately (or on a pre-agreed time) upon completion of

negotiations and receipt of letter of award (LOA). Ideally, sufficient time or notice
period is required prior to site take over. In the case of this project, this is
especially necessary considering the nature of the project and its criticality. As
such, early issuance of the LOA would smoothen the exercise considerably.

2.9.2 EQUIPMENT & MATERIAL

Aside from the standard personal hand tools and equipment, GFM shall also be
bringing in the equipment listed below:-

 General workshop equipment

 Racking for stores
 Communication tools such as walkie-talkie and repeaters
 Office equipment such as PC, networking, furniture and ICT facility
 Standard test and measurement devices
 Ladders and personal safety equipment

Other equipment in the schedule of price shall also be included.

As for materials, consumables and parts shall be brought in phases.

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2.9.3 FACILITIES TO BE PROVIDED BY THE CLIENT

The provision of the below mentioned facilities by the client shall be required for
proper execution of the FM works.

Operations office: This is primarily used as a workplace for GFM’s management,

supervisory and administration staff. The operations shall mainly be directed from
this locale. Estimated floor area required is about 2,000 sq ft. The office shall have
reception area, staff work cubicles, meeting room, technical library and archiving
room. Power points, phone, fax and internet connections shall be made ready.
This office shall be located in the same floor as the control room, preferably.

Workshop/store room: This shall be the main location of any maintenance

activity that is not performed in situ, such as heavy repair work or fabrication. An
area for storage of parts shall also be arranged within this space. Equipment for
this area shall be brought in by GFM. Estimated floor area required is about 750 sq
ft.

3 COMMERCIAL

The price for the services shall be:-

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1) Comprehensive Contract – RM 49,082.61 per month Or RM 588,991.37

per year
2) Non-Comprehensive Contract – RM 43,180.65 per month Or RM
518,167.84 per year

3.1 C ONTRACT P ERIOD

This is to be 1 years as per the RFP document.

3.2 F ACILITY M ANAGEMENT A GREEMENT

Upon award of the contract, GFM shall proceed into the signing of ‘Integrated
Facility/Asset Management Agreement (IAFM Agreement)’ within 30 days of
mobilisation. IFM Agreement shall include all relevant contract terms and
conditions, commercial requirements and technical specification details.

3.3 P AYMENT

The annual fee payments shall be disbursed as follows:-

Fixed monthly billing of the contract sum divided by 36 months
All payments shall be made in the currency of Ringgit Malaysia
Term is 30 days or at other agreed period.

3.4 V ALIDITY

This quoted price is valid for 60 days from the date of this submission.

3.5 E XCLUSIONS

The price as above excludes the following:

 Building utility bills i.e. electricity, domestic water supply, natural gas;
 Rectification works for defects/failures during warranty period or due to
inadequate initial design, material or workmanship
 Loss or damage (consequential or otherwise) that is the subject of
insurance claim due to natural disaster, sabotage, vandalism and theft;
 Loss or damage requiring total equipment replacement as a result of the
said equipment having reached the end of its useful economic life or upon
manufacturers recommendation;
 Any improvement or upgrade in work scope/manpower/services classified
as capital expenditure or variation order or resulting thereof
 Any government taxes or fees (sales, service, statutory, etc.) are not
included and shall be borne by the client

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