business requirements. It is required by all professionals who carry out management to achieve business goals. Facilities management, in summary, is based on the necessity of coordinating facilities with user needs. It should be adjusted and balanced to meet their requirements. The various disciplines such as engineering, architecture, business management and behavioural sciences are needed to achieve the best facilities management, in terms of quality and effectiveness.
The approach of using Facilities Management Contracts has long been used in many developed countries such as the United States, Saudi Arabia, Japan and our nearest neighbour Singapore. They use facilities management to ensure that their infrastructure assets continue to function according to the objectives of their creator, not only until they reach the age of the design but in some cases beyond that period. As a result of good practice in facilities management, this has allowed some of their infrastructure assets to be recognised as world heritage sites because the integrity of their structures are still strong, safe, and are still in use today.
As stated above, in the context of the public sector in Malaysia, integrated facilities management is part of TAM which consists of asset and facilities management. Asset and facilities management is not a core business for most of the Government agencies that act as the owners of the assets, but there is need to ensure consistency in asset performance that supports the core business of Government agencies. The Government has produced Facilities Management and Maintenance( FMM) Contracts to ensure the successful implementation of TAM. The improved standard form for FMM contracts version 2016 was released by the Director General of PWD on December 16, 2016. The role and function of the facilities management service providers can be carried out by outsourcing whereby a comprehensive contract is awarded to a contractor who is competent, qualified and authoritative. FMM contract principles focus on the following: 1) Sustaining asset value; 2) Delighting customers; and 3) Supporting organisation delivery.
The concept of an FMM contract is a contract with a single point contractor who is responsible for carrying out all activities in the management, operation and maintenance of the facilities as a whole in a building / premise. It covers the entire scope of work involved in the operation and maintenance of the building consisting of building services( M & E), building structure( C & S), building facade( Arch), saving energy, utilities, pest control, housekeeping, waste disposal, landscaping, environment, security, parking and space management, and other amenities. These contracts are important for use in prestigious buildings, characterised by sophistication, protocol and so on such as in the National Palace, National Museum, Airport, Custom & Immigration Quarantine Complex( CIQ), hospitals and universities.
Demand for facilities management and maintenance services is quite evident in the Seventh Malaysia Plan( 1996-2000) with the completion of mega projects such as the Kuala Lumpur International Airport, the National Sports Complex in Bukit Jalil, the Petronas Twin Towers and Federal Government buildings in Putrajaya. By mid-2016, comprehensive facility management contracts for Federal Government buildings in Putrajaya and Kuala Lumpur had been concluded under the supervision of the PWD. The figure has reached a total of 33 contracts with a total value of RM 1,557 billion.
FMM contracts involve three parties, namely the customer, the implementing agencies( for example PWD) and the service provider. These factors are closely related to customer performance( refer to Figure 1) in which facilities management not only ensures the optimal use of the building facilities but also ensures that all clients’ needs can be achieved. Thus, the first initiative should start from the customer itself( including stakeholders / customers / the community) to articulate the needs and requirements of the organisation ' s core business that need to be considered. Implementing agencies require data relating to the needs of the customer for the purpose of preparing a Service Level Agreement( SLA) as a yardstick towards the satisfaction of the customer. Documented SLAs and the establishment of Key Performance Indicators( KPI)’ s will serve as the terms of the contract that must be followed by the service provider.
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