FACILITY MANAGEMENT

INDIA
2009 - 2010
By Yogesh Kende
1
Meaning of Mall

A lage! o"#en en$losed sho%%&ng

$o'%le( $on#a&n&ng )a&o*s s#oes!
+*s&nesses! and es#a*an#s *s*ally
a$$ess&+le +y $o''on %assage
,ays-

A s#ee# l&ned ,&#h sho%s and $losed

#o )eh&$les-

A shady %*+l&$ ,al. o %o'enade-

2
South China Mall
Location: Dongg*an!
Ch&na
Year Opened: 200/
Gross Leasable Area:
0-1 '&ll&on
s1*ae "ee# 2
Golden 3eso*$es 4ho%%&ng
Mall
Be&5&ng! Ch&na
Yea 6%ened7
2008
Goss Leasa+le
Aea7 9 '&ll&on
s1*ae
8
4M Mall o" As&a
Lo$a#&on7
:asay C&#y!
:h&l&%%&nes
Yea
6%ened7
2009
Goss
Leasa+le
Aea7 8-2
'&ll&on
s1*ae "ee
/
;es# Ed'on#on Mall
Lo$a#&on7
Ed'on#on!
Al+e#a! Canada
Yea 6%ened7
19<1
Goss Leasa+le
Aea7 2-< '&ll&on
s1*ae
9
K&ng o" :*ss&a Mall
Lo$a#&on7
:h&ladel%h&a!
:ennsyl)an&a!
=4A
Yea 6%ened7 1992
Goss Leasa+le
Aea7 2-< '&ll&on
s1*ae "ee#
0
Be5aya T&'es 41*ae
Lo$a#&on7 K*ala L*'%*! Malays&a
Yea 6%ened7 200/
Goss Leasa+le Aea7 2-8 '&ll&on
<
Mall Manage'en# - A Go,&ng
:heno'enon &n Ind&an 3e#a&l Ind*s#y
9
Executive Summar

The Ind&an e#a&l 'a.e# &s e(%e$#ed #o $on#&n*e

&#s go,#h #a5e$#oy &n#o 2010-

Mall 'anage'en# has +een &den#&>ed as a $&#&$al

"a$#o "o #he s*$$ess o" 'alls and #he e#a&l
&nd*s#y a$oss #he ,old-

Mall 'anage'en# +oadly &n$l*des 'all

%os&#&on&ng! ?on&ng! #enan# '&(! %o'o#&ons @
'a.e#&ng and "a$&l&#y@>nan$e 'anage'en#-

C*en#ly! #he Ind&an e#a&l 'a.e# la$.s

des&gna#ed 'all 'anage'en# >'s- Lage eal
es#a#e de)elo%es and e#a&l $ha&ns e&#he ha)e
#he& o,n 'all 'anage'en# a's o%ea#&ng as
s*+s&d&a&es o ha)e $on#a$#*al agee'en#s ,&#h
&n#ena#&onal %o%e#y $ons*l#an#s-
10
Con#A

T&ll e$en#ly! 'all 'anage'en# ,as

l&'&#ed #o "a$&l&#y 'anage'en# +y a
'a5o&#y o" de)elo%es &n Ind&a!
lead&ng #o ga%s &n 'all 'anage'en#
%a$#&$es-

G&)en #he h&gh "*#*e s*%%ly o" 'alls

and &n$eas&ng $o'%e#&#&)eness
,&#h&n #he Ind&an e#a&l 'a.e#
11
!hat is Mall
Management"
Glo+ally! 'all 'anage'en# +oadly &n$l*des7
1-:os&#&on&ng a 'all BLo$a#&on! Layo*# and
des&gnC
2-Don&ng "o'*la#&ng #he &gh# #enan# '&( and
&#s %la$e'en# &n a 'all
2-:o'o#&ons and 'a.e#&ng
8-F&nan$e 'anage'en#
#$%acilit management In"as#*$#*e! TaE$
and A'+&en$e 'anage'en#
12
The 4&ngle :*%ose o" 3e#a&l
:o%e#y De)elo%'en#
F
Gal*e Cea#&onH
12
&' (ositioning a Mall
:os&#&on&ng a 'all e"es #o de>n&ng #he $a#egoy o"
se)&$es oIeed +ased on de'oga%h&$s!
%sy$hoga%h&$s! &n$o'e le)els! $o'%e#&#&on &n
ne&gh+o&ng aeas and e(#ens&)e 'a.e# esea$h o" #he
$a#$h'en#-
Fo e(a'%le! &" #he 'a.e# esea$h &nd&$a#es #ha# #he
a)eage n*'+e o" ho*seholds l&)&ng &n a %a#&$*la
aea +elongs #o #he *%%e '&ddle $lass!
An e(a'%le o" #h&s %a$#&$e $an +e seen &n #he
*%$o'&ng 'alls 4ele$# C&#y ;al. &n Sa)et *L%+s
Emporio in ,asant -un.$
18
Con#A

(ositioning also refers to the

lo$a#&on o" #he sho%%&ng 'all- A good
lo$a#&on de>ned &n #e's o" "a$#os l&.e
ease o" a$$ess )&a oads! good )&s&+&l&#y!
e#$- &s $ons&deed as one o" #he %&'e
%ee1*&s&#es "o a 'all- Al#ho*gh o#he
a$#&)&#&es s*$h as #ade@#enan# '&( $an
+e e)&s&#ed o ede>ned! #he lo$a#&on
e'a&ns >(ed! 'a.&ng &# an &'%ea#&)e
1/
(ositioning /ncludes:
aC Lo$a#&on
+C Layo*#
$C Des&gn
19
aC Lo$a#&on

The 'a&n o+5e$#&)e o" any &nd*s#&al $on$en &s #o

#ans"o' a, 'a#e&als &n#o end %od*$#s +y
*#&l&?&ng all #he e1*&ed eso*$es and se)&ng
#he' #o #he $*s#o'es eIe$#&)ely! eE$&en#ly!
e$ono'&$ally! and 1*&$.ly-

Th&s &s %oss&+le ,hen #he %lan# &s o" #he &gh# s&?e!
&gh# des&gn! and a# a %la$e ,hee all .&nds o"
%od*$#&on e$ono'&es ae a)a&la+le-

Fa$&l&#y Lo$a#&on and Layo*# %lay a .ey ole &n

enhan$&ng #he %lan# eE$&en$y and %od*$#&on
eIe$#&)eness-

The ,ay &n ,h&$h &n%*#s ae o+#a&ned and o*#%*#s

ae d&s#&+*#ed aIe$#s #he lo$a#&on and layo*#
de$&s&ons-
10
%actors /n0uencing
Location *ecisions:
Many "a$#os - $an +e $lass&>ed &n#o
#hee-
a- Ma.e# 3ela#ed Fa$#os
+- Tang&+le o Cos# Fa$#os
$- In#ang&+le o J*al&#a#&)e Fa$#os
1<
Location Evaluation
Methods:

A n*'+e o" d&)ese "a$#os aIe$#

#he lo$a#&on de$&s&ons

De)elo%&ng a "o'al! gene&$

lo$a#&on 'odel &s )ey d&E$*l#-

A $o'%le#e s#*dy o" all #he s&#es

a)a&la+le and &den#&"y&ng #he o%#&'al
one &s e(%ens&)e and #&'e
$ons*'&ng-
19
:eo%le geneally go "o
sa#&s"y&ng de$&s&ons &ns#ead
o" o%#&'*' de$&s&ons-
20
Entrepreneurs ma choose
to exercise their choice

6ne $ho&$e &s #o ha)e a s&ngle $en#al

%lan# #ha# %od*$es all #he %od*$#s
o" #he $o'%any-
21
Central (lant
Ad)an#ages7

E$ono'&es o" 4$ale

3ed*$ed *n&# $os#

+y +e##e *#&l&?a#&on
o" e1*&%'en#

D&s%es&on o" >(ed

$os#s o)e 'oe
*n&#s
D&sad)an#ages7

K&ghly D&s%esed
4*%%l&es

K&ghly D&s%esed
C*s#o'es

Tans%o#a#&on Cos#s

4#&.e

D&sas#e - F&e @
Flood
22
b' Laout:

:hys&$al D&s%os&#&on o" a Fa$&l&#y and &#s Ga&o*s

:a#s-

Layo*# De$&s&ons also ha)e a Long-#e'

Conse1*en$e on Cos#s and A+&l&#y o" #he F&' #o
4e)e #he Ma.e#-

A Layo*# &s a :hys&$al Con>g*a#&on o"

De%a#'en#s! ;o.s#a#&ons! and E1*&%'en# &n
#he Con)es&on :o$ess-

I# &s #he 4%a#&al Aange'en# o" :hys&$al

3eso*$es *sed #o Cea#e #he :od*$#
Ob.ective: To %o)&de a s'oo#h ,o.Lo, o"
'a#e&al #ho*gh #he ,o.%la$e-
22
Criteria for a Good
Laout:
1- Ma(&'*' Fle(&+&l&#y
2- Ma(&'*' Cood&na#&on
2- Ma(&'*' G&s&+&l&#y
8- Ma(&'*' A$$ess&+&l&#y
/- M&n&'*' D&s#an$e
9- M&n&'*' Kandl&ng
0- M&n&'*' D&s$o'"o#
<- Inheen# 4a"e#y
9- EE$&en# :o$ess Flo,
10- Easy Iden#&>$a#&on
28
1pes of Laouts:
Boadly! #hee ae 2 Ty%es o" Layo*#s7
1-:o$ess 6&en#ed Layo*#
2-:od*$# 6&en#ed Layo*#
2-F&(ed :os&#&on Layo*#
2/
*eveloping Laouts:
1- Ma#he'a#&$al Models #o Analy?e
and Con$e%#*al&?e
2- Co'%*#e Models #o A&)e a# a
J*&$. A%%o(&'a#&on
2- :hys&$al Models #o G&s*al&?e
29
2apanese Approaches to
Laout:

Ma%anese C*l#*e En$o*ages

Tea',o.-

;hen an e1*&%'en# +ea.s do,n! #hey

do no# ,a&# "o 'anage'en# o
'a&n#enan$e %eo%le-

Ma&n &dea &s ,o. s&'%l&>$a#&on and

$on#&n*o*s &'%o)e'en# Ma%anese
$hanged +o#h #he %hys&$al layo*# and
'anage&al sys#e'-

They *se 3 sha%ed asse'+ly l&nes

20
$C Des&gn7
O42EC1/,ES:
1o get the inputs 5material6 supplies6 etc' into through
and out of each facilit in the shortest time
practicable6 at acceptable cost-
Des&gn deals ,&#h #he des&gn and aange'en# o" %hys&$al
ele'en#s o" an a$#&)&#y@s ela#ed #o #he 'an*"a$#*&ng
&nd*s#y! ,hose da,&ng e%esen#s a %lan# layo*#-
Des&gn analy?es! $on$e%#*al&?es! des&gns and &'%le'en#s
sys#e's "o #he %od*$#&on o" goods o se)&$es-
Des&gn &s e%esen#ed as a Loo %lan! o an aange'en# o"
%hys&$al "a$&l&#&es Be1*&%'en#! land! +*&ld&ngs! *#&l&#&es! e#$-C
2<
Enterprise *esign
(rocess
29
7' 8oning:

Fo'*la#&ng #he 3&gh# Tenan# M&( and

I#s :la$e'en# &n a Mall-

Tenan# '&( e"es #o #he $o'+&na#&on

o" e#a&l sho%s o$$*%y&ng s%a$e &n a
'all- A &gh# #enan# '&( ,o*ld "o'
an asse'+lage #ha# %od*$es
o%#&'*' sales! en#s! se)&$e #o #he
$o''*n&#y and >nan$&al a+&l&#y o" #he
sho%%&ng 'all )en#*e-
20
8oning refers to the
division of mall 9 %orum
Mall
21
%orum Mall
The Fo*' Mall &s des&gned &n a Ndog +oneO "ash&on! an
an$ho #enan# a# ea$h end and )an&lla e#a&les &n #he '&ddle-
Land'a. and ;es#s&de ae #he an$ho #enan#s o" #h&s 'all!
and #he "ood $o*# &s %os&#&oned on #he #o% Loo #o a##a$#
$ons*'es )e#&$ally *%-
Fo*' Mall ,as +*&l# &n 2002 and ,as #he >s# 'all &n
Bangaloe C&#y- 4&n$e #hen! s&( ne, 'alls ha)e +een
$ons#*$#ed &n #he $&#y and ye# #he Fo*' Mall
Con#&n*es #o $o''and #he h&ghes# "oo# #aE$! $on#&n*&ng #o
22
:' (romotions and
Mar)eting:

:o'o#&onal a$#&)&#&es and e)en#s &n a 'all "o' an

&n#egal %a# o" 'all 'anage'en#-

A$#&)&#&es l&.e "ood "es#&)als! hand&$a"# e(h&+&#&ons

and $ele+&#y )&s&#s &n$ease "oo# #aE$ and &n #*n
sales )ol*'es-

6gan&?&ng $*l#*al e)en#s has #&'e and aga&n

%o)ed )&#al &n a##a$#&ng $ons*'es #o a 'all-

4*$h a$#&)&#&es 'ay also a$# as a d&Ieen#&a#o "o

a 'all-

De)elo%es $an ,o. on da"#&ng 'a.e#&ng

s#a#eg&es

"o &nd&)&d*al 'alls #o 'ee# #he needs o" #he lo$al

$ons*'e +ase and #he $hallenges o" lo$al-

22
:o'o#&on and Ma.e#&ng a#
Ansal :la?a
28
Con#A

3eg*la %o'o#&onal a$#&)&#&es a# Ansal

:la?a! &n$l*d&ng $*l#*al e)en#s ha)e
ens*ed a s#eady "oo# #aE$ &n #he 'all
s&n$e &#s &n$e%#&on &n 1999-

The 'all also has an a'%h&#hea#e

ded&$a#ed #o #hese %o'o#&onal a$#&)&#&es-

Th&s has +een one o" #he d&)&ng "a$#os

+eh&nd #he s*$$ess o" #he 'all! des%&#e
ha)&ng a less o%#&'al 'all des&gn and
#enan# '&( $o'%aed ,&#h so'e e$en#
2/
;' %inance Management:

:o"ess&onal >nan$&al 'anage'en# o" a 'all as a

+*s&ness )en#*e &s a '*s#-

Mall Manage'en# also $o)es >nan$&al

'anage'en#! ,h&$h &n)ol)es 'on&#o&ng and
$on#oll&ng o" )a&o*s &ss*es s*$h as7

Cash e$e&%#s and $olle$#&on o" &n$o'e &n$l*d&ng

en#als! se)&$e $hages! $a %a. e$e&%#s!

Ele$#&$&#y and o#he *#&l&#y &n$o'e

De)elo%&ng a$$o*n#&ng sys#e's #o #a$. #he

age&ng o" de+#s! %ay'en# delay %a##ens! +ad
de+#s-
29
#' %acilit Management:

Fa$&l&#y 'anage'en# e"es #o #he

&n#ega#&on o" %eo%le! %la$e! %o$ess
and #e$hnology &n a +*&ld&ng / Gan&lla
e#a&les e"e #o s&ngle-+and sho%s-

I# also 'eans o%#&'al *#&l&?a#&on o"

eso*$es #o 'ee# ogan&?a#&onal
needs-

I# +oadly &n$l*des In"as#*$#*e!

A'+&en$e and TaE$ 'anage'en#-
20
aC In"as#*$#*e
Manage'en#7

In"as#*$#*e 'anage'en# e"es #o

#he 'anage'en# o" "a$&l&#&es %o)&ded
#o #he #enan#s ,&#h&n #he 'all-

Th&s &n$l*des %o)&s&on o" ade1*a#e

%o,e s*%%ly! sa"e#y &ss*es &n $ase o"
e'egen$y and '&s$ellaneo*s &ss*es
ela#ed #o s&gnage! ,a#e s*%%ly!
san&#a#&on! e#$-
2<
Ma.e s*e #ha# e)ey +&# o" #he
'all has eno*gh &n"as#*$#*e
29
Con#A

In"as#*$#*e 'anage'en# e"es #o #he

'anage'en# o" "a$&l&#&es %o)&ded #o #he
#enan#s ,&#h&n #he 'all-

Th&s &n$l*des %o)&s&on o" ade1*a#e %o,e

s*%%ly! sa"e#y &ss*es &n $ase o"
e'egen$y and '&s$ellaneo*s &ss*es
ela#ed #o s&gnage! ,a#e s*%%ly!
san&#a#&on! e#$- In"as#*$#*e
'anage'en# also &n$l*des &s.
'anage'en# &ss*es s*$h as essen#&al
sa"e#y 'eas*e asse# l&a+&l&#y and
80
Con#A
/<%=AS1=3C31=E =E>3/=E*:
P =n&n#e*%#ed :o,e 4*%%ly ,&#h
100Q %o,e +a$.*%
P KGAC ,&#h ade1*a#e ed*ndan$y
P F&e F&gh#&ng R De#e$#&on 4ys#e'
P Ded&$a#ed 4e$*&#y 4ys#e'
P ET: :lan#
P :o%e 4e,age 4ys#e'
P ;a#e 4o"#en&ng R :*&>$a#&on
4ys#e'
P :- A- 4ys#e' ,&#h Channeled M*s&$
P E'egen$y L&gh#&ng &n all aeas
P To&le#s - se%aa#e "o $*s#o'es R
s#aI
P B*&ld&ng R Floo D&e$#o&es
P 4&gnages d&e$#&ng $*s#o'es
#o,ads ele)a#os! #o&le#s! >e
e(&#s! e#$-
OCC3(A<1 MA<AGEME<1:
P Kel% des.
P :e&od&$ "eed+a$.
P Cood&na#e $ons#*$#&on o"
sho%s
P B&ll&ng
P Colle$#&ons
P A##end&ng #o g&e)an$es R
$o'%la&n#s
P Ens*e o+se)an$e o" *les R
eg*la#&ons o" #he 'all
81
4' 1ra?c Management:

TaE$ 'anage'en# &n$l*des

'anag&ng "oo# #aE$ &n#o #he 'all
and %a.&ng "a$&l&#&es-

Foo# #aE$ 'anage'en# &n)ol)es

$o,d 'anage'en# &ns&de #he
o%ea#&onal aea o" a 'all-

The Lo, o" %eo%le &s ela#ed #o #he

des&gn o" #he 'all and #he s%a#&al
82
A sho%%&ng 'all *ndego*nd
%a.&ng
82
C' Ambience
Management:

The o)eall sho%%&ng e(%e&en$e %o)&ded "o

$ons*'es +e$o'es an &'%o#an# "a$#o "o
#he s*$$ess o" any 'all-

A'+&en$e 'anage'en# &n$l*des 'anage'en#

o" %a.s! "o*n#a&ns and o)eall loo. o" #he 'all-
/n favorable6 lush green landscaping @ith
seating facilities and the presence of food
and beverage inside or outside the mall
can increase foot$
88
%acilit Management /n
1he /ndian Context

8/
A%M /s About
Managing
(eople and
(laces to
Achieve 4est
,alue for
Mone b
Balancing
Between User
Needs and
Business
Needs to
Achieve
Optimum
OrganiBational
ECectiveness+
A%M /s About
Managing
(eople and
(laces to
Achieve 4est
,alue for
Mone b
Balancing
Between User
Needs and
Business
Needs to
Achieve
Optimum
OrganiBational
ECectiveness+
Occupant
(erceptions
OrganiBation
<eeds
Cost
(roductivit
In"as#*$#*e
M&$o-
en)&on
C
!
O
=
-
/
<
G
E
<
,
/
=
O
<
M
E
<
1
Gal*e Gal*e
Fo Fo
Money Money
%acilities Management+s
ECectiveness is
Measured 1hrough
A hel%&ng Cl&en#s a##a$#
and e#a&n good e'%loyees
+y %o)&d&ng an e($ellen#
,o.&ng en)&on'en#
3nderstand %M DD$
89
80
Sector Overvie@ in /ndia:
<e@
*elhi E
<C=
5 7FG'
Mumb
ai
5&FG'
(une
5&FG'
4angalore
5:#G'
Chennai
5&FG'
Hderabad
5#G'
Others
5&FG'
Others include
Chandigarh6 44S=6
/ndore6 2aipur6 ,iBag6
1,M6 Calcutta etc
1otal %M Mar)et : =s$&77# Crores
8<
%uture Gro@th
(rospects:
%Y 7FFIJ7FFK
%Y 7FFKJ7FFL
%Y 7FFLJ7F&F
%oreign sstems in /ndian
ContextJ do the @or)""J
/ssues

FM $o'%an&es ae +o*gh# &n a# a la#e s#age

o" #he %o5e$#- Cos# o" >(&ng an eo &ses
da'a#&$ally! ,&#h h&ghes# $os# d*&ng #he
o%ea#&ons %hase-

Lage ogan&?a#&on sho*ld "o$*s on 4#a#eg&$

Asse# Manage'en#-:o%e#y %e"o'an$e!
%lann&ng #ools! del&)ey 'e#hods e#$-

Ca%a$&#y #o %ay #o se)&$e %o)&des &s

l&'&#ed- 6nly &$h %o5e$#s 'a.e *se o"
#e$hnology @h&-#e$h e1*&%'en#s-

En)&on'en#! heal#h and sa"e#y &ss*es g&)en

less &'%o#an$e-
89
%acilit Management J
/ndian Context

Go,&ng Ma.e#! l&'&#ed #a&ned 'an%o,e

hen$e %one #o %oa$h&ng-

No #a&n&ng &ns#&#*#e ,&#h a "o$*s #o FM-

A$*#e 'an%o,e sho#age "oeseen &n "*#*e-

Gendos as +*s&ness %a#nes-

Mos# "a$&l&#&es ae o)e 'anned-

:e"o'an$e +ased Manage'en# "ee ,&#h a

"a& >(ed "ee-

De)elo% a%%l&$a+&l&#y o" FM #o all #y%es o"

&n"as#*$#*e l&.e #o,nsh&%! "a$#oy! hos%&#als!
a&%o#s! 4T:I %a.s! Go)#- es#a+l&sh'en#s e#$-
/0
1O!<SH/( J %M
COM(O<E<1S

M=NCI:AL 4E3GICE4

D6NAL 4EGICE4
/1
M3</C/(AL SE,/CES

Lands$a%&ng @ T*" Manage'en#

La.e Ma&n#enan$e

Ma&n#enan$e o" =#&l&#&es

4#ee# l&gh#&ng @ s&gnage

4#ee# e%a&

4#ee# $lean&ng

:o#holes

4&de,al. e%a&s

TaE$ Manage'en# and :a.&ng Mg#

3e"*se $olle$#&ons

4an&#ay en"o$e'en#s

Illegal d*'%&ng

Dead an&'al %&$.*%s

/2
8O<AL SE=,/CES

Gass Mo,&ng

Ko*se.ee%&ng

:es# and 3oden# Con#ol

4e$*&#y

Ele$#&$al and Me$han&$al 4e)&$es

/2
S1=A1EG/C MA<AGEME<1
S1=3C13=E
Del&)ey 4ys#e's
P :e"o'an$e :lan
P De)elo% %o$ess
&'%o)e'en# %lan
P 3es#*$#*&ng del&)ey
ela#&onsh&%s
Ma&n#enan$e Mg#
P :e)en#&)e 'a&n#enan$e
P Cond&#&on 'on&#o&ng
P Coe$#&)e 'a&n#enan$e
4e)&$e J*al&#y
Meas*es
P Manage'en# 4ys#e's
P Keal#h and 4a"e#y
P 4#aI :o"ess&onal
de)elo%'en#
Call Cen#e@Kel% Des.
P Fo,ad
$o'%la&n#s@e%o#s@odes #o
a%%o%&a#e %eson
P Mon&#o %e"o'an$e
P Ma&n#a&n da#a+ase o" all $alls
/8
//
/9
b a c k n e x t h o m e
Strategic Asset & Facilities Audit Modern Techniques
S.no Servi ce Item Functions Benefits Remarks
1. Property
Management
Computer
Aided Facitlities
Management
Provides
Centralised
expertise for all
matter
Call Cent er can be
established
2. Financial
Management
Financial
oft!are
integrated !ith
CAFM
" #evels of
$ierarchy
i ngle eat
%nterface
&. 'tilities
Management
(uilding
Automation
yst em
% nteroperability
)i* $)AC+
#ighting+ (uilding
Access+ ecurity+
Fire Fighting+
,or-
Management
.nergy
Management
.fficiency of
system+ Cost
/eduction+ (etter
information
Management+ Cost
/eduction+ (etter
Control Actions
0. 1rash
Collection 2
recycling
Collection
#arge uper
cans 345
gallons6
Collection on a
periodi c basis. All
trash is bagged
and put in a super
can.
(ags out side the
can are allo!ed
only for grass
clipper 2 leaves.
ystematic method
of 1rash collection
/ecycling
collection7
ne!spaper+
corrugated
cupboards+ food 2
beverages+ cans+
glass bottle+
metals+ plastic etc.
/0
b a c k n e x t h o m e
S.no Service Item Functions Benefits Remarks
8. treet Cleaning Mechanical
treet Cleaning
Cleaning treet
for mud and litter
/egularise
cleaning on a
periodic basis

5. 9pen Area
Cleaning
Pressure
Cleaner+ Floor
crubbers+
:riers
!eeping 2
cleaning of large
open areas
.fficient and
modern methods
of cleaning

". ecurity .lectronic 2
access control
system+ :igital
video
1echnology
A centralised
security system

;. 1urf
Management
Mo!ing
.<uipment=
(lade 1ype+
/eel 1ype+ Flail
2 /otary type

Spraers






eeders
Commonly used
for mo!ing large
open areas



Chemical
prayers and
preader





$igh Productivity 2
>uality
performance.



.nvironmental
Concern+
Advanced
1echnology+
Computerised
prayers.

#arge coverage
area.

%O= A S3CCESS%3L MALL
DD
A Cae"*lly Con$e&)ed Des&gn and A Good
Manage'en# Tea'! 'anag&ng #he "*n$#&on&ng
o" #he Mall-
Moden! Con)en&en#! Te$hnolog&$ally ;ell-
E1*&%%ed! ;ell - Ma&n#a&ned @ Managed and
:o'o#ed TodayOs MallsA--
EE$&en# Manage'en# e1*&es7 In#ega#&on o"
#he 6,ne and The Mall Manage'en# Tea'

/<
Mall management :
planning and strateg
:36:E3 :LANNING
INCL=DE4 7
P GI4IT634
MANAGEMENT
P 6CC=:ANT4
MANAGEMENT
P 46=ND
INF3A4T3=CT=3E
P C3EATI6N 6F AN
AMBIENCE
/9
Scope of Services
3tilities
Management
Service
Management
Management
%unctions
Minor
=epairs
P F&e De#e$#&on and
>e >gh#&ng sys#e'
P KGAC
P L&"#s R Ele)a#o
P ;a#e and F&e
:*'%s
P Closed C&$*&#
Tele)&s&on 4ys#e'
P A$$ess Con#ol
4ys#e'
P Ge#&$al Ele)a#&on
4ys#e's
P ;a#e R F&e F&gh#&ng
:*'%s
P Ba$.*% :o,e 4*%%ly

P 4e$*&#y
P Ele$#&$al R
Me$han&$al
P DG R KGAC 6%ea#&ons
P Ko*se Kee%&ng
P 4an&#ay R :l*'+&ng
P :es# Con#ol
P Lands$a%&ng
P 6E$e 4*%%o# 4#aI
P ;a#e ES*en#
Tea#'en# :lan#
Ma&n#enan$e
P :a.&ng Aea
Manage'en#
P J*al&#y Con#ol
P Keal#h and F&e 4a"e#y
P :e)en#&)e
Manage'en#
P Enegy Manage'en#
P Kel% Des.
P Gendo Manage'en# R
:o$*e'en#s
P Tende :o$ess&ng
P In)en#oy Con#ol
P B*dge#&ng
P E1*&%'en#s
P C&)&l ,o.s
P Ca%en#y
P Masony ,o.
P F*n&#*e
P :a&n#&ng
P To*+le
shoo#&ng
P :o5e$# ;o.
90
91
MALL MA<AGEME<1 : 1pical
OrganiBation Structure
92
MALL MA<AGEME<1 : 1Y(/CAL MALL
O(E=A1/O< SCHE*3LE
!escription of Timings !uration Remarks
Mall 1imings 4 AM 7 4 PM 12 $rs.
Cleaning 1ime 5 AM 7 4 AM & $rs.
Ma?or cleaning carried out before opening
of Mall for customers+ in presence of
security staff.
:iesel :elivery " AM 7 4 AM 2 $rs.
.scalator @ #ift /epairs 11 PM 7 " AM ; $rs.
.scalators generally re<uire 875 hrs time
for maintenance !or-+ in the presence of
security staff.
Aarbage :isposal " AM 7 ; AM 1 $r.
1o be carried out in the presence of
security staff.
.mergency #ighting 7 7
/e<uired by %nverters and@or emergency
lights in all common areas and shops.
.lectrical (rea-do!n 20 $rs. 20 $rs.
1ypical minor electrical faults in shops
re<uire 1Bmins to 0Bmins to repair.
/ecommendation 7 $ave ample number
of electricians at all times.
Air Conditioning
Maintenance ,or-s "AM 7 1B AM 27& $rs.
Cormal maintenance of A$'Ds etc.
installed in shops and common areas.
Cleaning of filters etc. of A$'Ds+ in the
presence of security staff for common
areas and in the presence of shop
o!ners for the shop.
Plumbing ,or- 11 PM 7 " AM ; $rs.
All plumbing !or- to be done at night in
the presence of the security staff.
"#$RATI"% S&'$!()$
/<O=4/1 MALL Mumbai is an
example of a s*$$ess"*l 'all led +y
good "a$&l&#y 'anage'en#
92
/norbit Mall in Mumbai
By K 3ahe5a Co% &s a good e(a'%le o"
"a$&l&#y 'anage'en# &n a 'all- I# has
#,o an$ho s#oes %la$ed a# #he #,o
$ones o" #he 'all- Thee ae #hee
en#y %o&n#s! one ea$h "o' #he #,o
an$ho s#oes and ano#he en#y
d&e$#ly #o #he 'all a#&*'- ;&#h #hee
en#y %o&n#s! #aE$ 'anage'en#
,&#h&n #he 'all &s +e##e ogan&?ed-
98
Con#A

The 'all also %o)&des a'%le %a.&ng

s%a$e and s*%e&o &n"as#*$#*e
'anage'en#- The Ino+&# Mall $o''ands
h&ghe en#al )al*es o" IN3 10/ %e s1 "#
%e 'on#h $o'%aed ,&#h o#he 'alls &n
#he no#h-,es#en s*+*+s o" M*'+a&
,&#h a)eage en#al )al*es o" IN3 12/ %e
s1 "# %e 'on#h &n 8J09! &nd&$a#&ng &#Os
s*$$ess s#oy- The lo, )a$an$y a#es a#
Ino+&# Mall-
9/
/ndian Scenario for Mall
Management

lage Ind&an $onglo'ea#es s*$h as 3el&an$e

Ind*s#&es and Ad&#ya B&la Go*% ae $o''en$&ng
#he& "oay &n#o e#a&l&ng a$oss Ind&a-

C*en#ly! #hee ae )ey "e, des&gna#ed 'all

'anage'en# $o'%an&es &n Ind&a-

Ko,e)e! +&g e#a&l $ha&ns s*$h as F*#*e Go*% and

so'e lage de)elo%es ha)e se# *% #he& o,n 'all
'anage'en# d&)&s&ons #ha# o%ea#e as #he&
s*+s&d&ay $o'%an&es-

4o'e de)elo%es s*$h as DLF ha)e also e$en#ly

en#eed &n#o $on#a$#*al aange'en#s ,&#h
e#a&les-
99
%uture trendsD
The +*&ld&ng &nd*s#y &s e$ogn&?&ng #he +ene>#s o" an &n#ega#ed
Fa$&l&#y Manage'en# 4e)&$es and #he #ends ae7
E #he &n$eased a)a&la+&l&#y o" &nd*s#y s%e$&>$ so"#,ae %a$.ages
#ha# $an %o)&de "o a ,&de ange o" FM e1*&e'en#sT
E da#a on asse#s s*$h as +*&ld&ngs and e1*&%'en# &s +e&ng )&e,ed
as $o%oa#e &n"o'a#&on #ha# &s +es# 'anaged +y #he FM
de%a#'en#
E &n$eas&ng &n#ees# &n ,e+ +ased a$$ess #o #he FM se)&$es "o
&'%o)ed a$$ess #o &n"o'a#&on +y #he FM s#aI and o#hes &n #he
ogan&?a#&onT
E 'oe e'%has&s on +*s&ness %o$ess e-eng&nee&ng and s#aI
#a&n&ng &n ode #o 'a(&'&?e #he *se and +ene>#s o" #he sys#e'T
E "*#*e &n#e"a$es ,&#h +*&ld&ng a*#o'a#&on sys#e's &n ode #o
a$h&e)e "*#he o%ea#&ng eE$&en$&es-
90
/n /ndia6 retail is an
emerging mar)et having
immense potential in
terms of opportunities$
9<