NEWS
10 YEARS OF SERVICE EXCELLENCE
EMRILL
October - December 2012 Issue
DOUBLE WIN
FOR EMRILL
on page 6
FM AWARD
12th June 2012: Emrill wins ‘Health & Safety Initiative of the Year’ at the Facilities Management ME Awards 2012.
Emrill receives two awards for its efforts to operate a business based on sustainable and responsible corporate practices. Dubai, 18th June 2012: After an extensive audit of its internal policies, programmes and initiatives, the Dubai Chamber CSR Label was awarded to Emrill, an FM industry first. Furthermore, Emrill was awarded the ‘Health & Safety Initiative of the Year’ at the Facilities Management ME Awards in recognition of Emrill’s health and safety practices. article continues on page 3
6,964,327 safe man hours from April to date
ETIHAD TOWERS SELECTS EMRILL
The iconic Etihad Towers awards Emrill a support services contract. page 4
Weatherford International
One of the largest oilfield services companies in the world, has signed a three year facilities management contract with Emrill. page 6
LETTER FROM THE MD
W
e’ve had a remarkable few months. Winning several prominent contracts, including the iconic Etihad Towers in Abu Dhabi and taking our first step into the Oil and Gas sector with Weatherford International.
come a prominent presence in the UAE as pioneers, leading the FM industry forward with our innovative methods, CSR practices and our 4300 skilled staff. I know that we are working together at Emrill to make the next decade even more successful.
To top it off, we also received the honour of not one, but two prestigious awards. One of which, the Dubai Chamber CSR Label is an FM industry first.
Ben Churchill, Managing Director
I am delighted to see Emrill being sought after and recognised with these awards and contract wins that acknowledge our pursuit of excellence and the appreciation of our service delivery. Emrill would not be where it is today without the people that work hard and it is the tremendous effort of each staff member that enables us to achieve the service excellence Emrill is known for. It could not have been with greater company that I experience Emrill cross its first 10 year mark. In just a decade, Emrill has grown to be-
CONTENTS P5 Etihad Towers Selects
Emrill
P5 Oceana Signs Emrill P6 Employee Satisfaction
Survey Yields a Positive Response
P7 Emrill Scales New Heights
P12 Creating Opportunities For The Underprivileged
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With Princess Tower
P7 Weatherford International P8 Project Profile: Al Bandar P9 Bids and Wins
P10
An Interview With Marie Gore, Senior Change Manager
P11
Department Profile: Human Resources
P12 Carnival Opening
Ceremony
P13 IMS Bulletin P14 Internal News P15 Employee of the Month
News From left to right: Gopal Krishnan, Nigel Seymour, Jason Ruehland, Avtar Singh, Ben Liley and Saeed Ahmed.
From left to right: Vinayak Bhat, Eman Gholami, Ben Churchill, H.E. Hisham Al Shirawi, Minelle Gholami, Marie Gore and Avtar Singh.
-Continuation from the cover
DOUBLE WIN FOR EMRILL Using every opportunity to fulfill its corporate social responsibility, Emrill’s ongoing ‘Don’t Walk By’ system has led to a higher level of safety awareness and accident prevention with a cumulative 263,366 potentially hazardous situations being reported and acted upon. As a result, the company recently achieved 6 million safe man hours. “Identifying and controlling hazards to maintain a safe working environment is fundamental. At Emrill, we want people to return home safely from work every day.” said Ben Churchill, Managing Director, Emrill. The CSR Label and Health and Safety award allow Emrill’s customers great comfort and confidence in knowing their facilities management provider of choice is operating under audited and certified ethical, social and environmentally responsible policies and practices.
“Identifying and controlling hazards to maintain a safe working environment is fundamental.” - Ben Churchill, Managing Director, Emrill
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NEWS
creating opportunities for the underprivileged A successful recruitment drive at the Foundation of Goodness (FOG), a Sri Lanka based charity, recently concluded with 12 certified divers selected to join Emrill. Dubai, 8th August 2012: A total of 12 certified divers, trained and recommended by the charity, were offered the position of lifeguards to serve residential communities managed by Emrill. FOG participated heavily in the rebuilding of Sri Lanka after damage caused by the 2004 tsunami, building over 1,000 homes and a model village with schools, medical centres and several sporting facilities. This first of its kind initiative allows Emrill to aid a community that has suffered great devastation. “The lifeguards are just the beginning of a host of other positions that Emrill hope to recruit for including concierge, housekeeping, security guards and technical staff.� said Ben Churchill, Managing Director, Emrill. Emrill will undertake all travel, visa and placement costs of the certified divers. Nev Patterson, Head of Employee Welfare will ensure they settle into their daily routines at Emrill by providing them support and introducing them to all the facilities and recreation available to all Emrill staff. Pictured above: 4 new Emrill Life Guards.
Pictured above: The Team at the Foundation Of Goodness, Sri Lanka
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Pictured above: Students at Foundation of Goodness
etihad towers selects emrill The iconic Etihad Towers awards support services contract to Emrill. Abu Dhabi, 9th October 2012: The signing of the Abu Dhabi landmark comes after a competitive tender in which “Emrill was selected largely due to the quality support services delivered by its staff within the region’s signature developments and communities.” Neil Room, Operations Manager at Etihad Towers said. The 5.8 million sq. ft. property includes one commercial and three residential towers consisting of 885 luxurious residences along with stylish cafés, restaurants, boutiques, health clubs and spas. Covering four of the five 300 metre high Etihad Towers, Emrill will provide services that include Concierge, Life Guards, Helpdesk, Store Management and Support Staff such as Drivers, Office Boys and Porters.
Pictured above: Etihad Towers at Abu Dhabi
oceana signs emrill Oceana, a luxury Palm Jumeirah beachfront development managed by Asteco, signs a Facilities Services contract with Emrill. Dubai, 19th September 2012: Jon Simmonds, Owners’ Association member at Oceana, Palm Jumeirah said: “They [Emrill] offered vast experience of managing and securing large community environments and crucially offered all stakeholders a flexible and carefully tailored solution to meet our exacting requirements. Although Emrill personnel have only been on site a short time the positive impact of their presence has been immediate.” With this agreement, Emrill will provide Oceana with Security Services including surveillance, CCTV operations, patrolling and access control. The contract will also deliver Emrill’s Concierge Service to the community, providing residents with Reception Services, Local and Community Information.
Pictured: Emrill Security Guard at the Oceana, Palm Jumeirah
“They [Emrill] offered vast experience of managing and securing large community environments and crucially offered all stakeholders a flexible and carefully tailored solution.” - Jon Simmonds, Owners’ Association, Oceana
5
NEWS
Employee satisfaction survey yields a positive response Emrill’s annual Employee Satisfaction Survey was successful with over 2,500 employees participating, equalling approximately 70% of the work force. Dubai, 8th August 2012: The number of respondents was higher than previous years largely due to the introduction of paper surveys, in addition to standard online surveys. The results showed an increase and higher satisfaction rate in 24 of the 25 questions. Significant areas with an increase include employees’ belief that Emrill is customer focused (96%), regards Health and Safety as the main priority in the work place (92%) and a total of 91% are happy to work at Emrill. Due to the positive response, the previous action plans will remain in place with new plans being developed for further improvement and increased employee satisfaction.
CELEBRATING
6
eMRILL SCALES NEW HeIGHTS Officially recognised as the tallest residential building in the world, Princess Tower selects Emrill to provide Integrated Facilities Services. Dubai, 23rd October 2012: Soaring at an impressive 414 metres over the Dubai Marina skyline, the Guinness World Record breaking tower is second only in height to the Burj Khalifa and boasts 1.75 million sq. ft. built up area, 763 residential units, 957 parking bays and 8 retail shops for the convenience of residents. “After an intensive tender process, we identified Emrill as the right match due to their unparalleled service quality, innovative best practices and extensive experience in providing facilities services.” said Samer Khalifeh, General Manager, Kingfield Owner Association Management Services. Emrill was selected by the Kingfield Owner Association Management Services to provide integrated facilities services for the Tameer development which includes MEP, Housekeeping, Concierge, Security Services and Life Guards.
“After an intensive tender process, we identified Emrill as the right match due to their unparalleled service quality, innovative best practices and extensive experience.” -Samer Khalifeh, General Manager, Kingfield Owner Association Management Services Pictured above: Princess Tower in Dubai Marina
Emrill wins Weatherford International Contract Weatherford International, one of the largest oilfield services companies in the world awarded a three year facilities management contract to Emrill, signaling a maiden foray for the company into the industrial and oilfield sector. Dubai, 1st July 2012: The oilfield company, currently operating in more than 100 countries, is being provided with integrated facilities management services that include Security, Housekeeping and Engineering Maintenance for two of their key sites located in Abu Dhabi Industrial City. Additionally, specialised services like Electrical Overhead Travelling Cranes Maintenance, High Voltage Systems and Transformers,
Industrial Motorised Shutter Maintenance and Diesel Generator sets will also be provided by Emrill. “Emrill was a clear choice for Weatherford which prides itself on the same principles which include protecting the well-being of all personnel, assets and the environment.” said Ben Churchill, Managing Director, Emrill.
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project profile
Al Bandar
Client ALDAR PROPERTIES PJSC Sector Residential & Retail Project Description: AL BANDAR - AL RAHA BEACH MASTER DEVELOPMENT, ABU DHABI Emrill provides Integrated Facilities Management services to Al Bandar, a luxurious waterfront development. Al Bandar is part of the Al Raha Beach development which is one of the greatest waterfront cities in the world. The Al Bandar development consists of 511 luxurious residential apartments spread over 5 unique buildings surrounded by waterside restaurants, cafés and shops. From the innovative exteriors to the superior fittings and open-plan interiors, Al Bandar offers a stunningly unique way of living. Al Bandar has a private 131 berth marina which can be leased to members of the public. Al Bandar offers a multitude of leisure and entertainment options. Scope of Services Facilities and Amenities • Swimming Pools • Clubhouse • Gymnasium • Tennis Court • Retail Outlets FM Services • Security Guard Services • Housekeeping & Cleaning • MEP Plant and Equipment Maintenance
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• Pest Control • Concierge • Programming Access Cards • Property Services • Asset Management Value Added Services • Don’t Walk By System • Continuous Improvement – Kaizen
BIDS & WINS
The bid team at Emrill bears the responsibility of preparing pre-qualification documents, compiling bids and negotiating tenders for a number of prestigious existing and potential clients.
SECURED • Kingfield Owner Association Management Services has renewed the Torch Tower contract • Emrill has secured Greens Fairways Contract • Emrill has been awarded an Integrated Facilities Services contract for Princess Tower • Emrill wins an annual Security Services contract for Oceana – Palm Jumeirah • Emrill is providing MEP Services at Al Barsha Villas and Fox Hill Motorcity projects • Facilities management contract for Trident Grand Residences has been awarded to Emrill
LIVE TENDERS • Provision of MEP Services for a large real estate corporation • Provision of MEP & Housekeeping Services for one of world’s leading Airlines • Provision of Hard & Soft Services for one of Dubai’s most prestigious shopping malls • Integrated Facilities Management services to residential towers in Dubai from Owners’ Associations
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An interview with
Marie Gore Senior Change Manager What are your main responsibilities? Mobilising and demobilising our high profile and complex contracts which, simply put, means ensuring that every project is carried out according to plan - from staff recruitment to finalising contract specific policies and procedures. I also manage our Major Change programmes and Business Improvement initiatives, company wide or contract wide, assisting departments in reviewing and revising systems, policies and procedures. An example would be the development of a new Personnel Request Process to save time and effort - cutting the process down from around 4 weeks to approximately 2 days!
What does a normal workday look like? On a normal workday I am usually in by 7am which gives me that first hour in the morning before everyone gets in and the office buzz gets into full swing. There is no such thing as a normal day for me - every day is different and my priorities change depending on the deadlines looming for any particular projects.
What are you currently working on? I am in the process of finalising Transportation Policies, Procedures and Forms which have been revised and brought into line with new legislation and our expanding business. We have just put the finishing touches to a transport business improvement initiative which is looking at significant cost savings and efficiencies for the company. Additionally, I am working on a full IFM project plan with supporting documentation to help managers mobilise smaller, less complex projects professionally and efficiently. At all times, I have to ensure that we are in a position to mobilise contracts as soon as they are provided - this means writing contract specific mobilisation plans and ensuring we meet all contractual requirements.
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What are the challenges? With every project or system, there will be conflicting concerns and it is my responsibility to ensure that the solution aligns with the concerning parties’ priorities. However, that is easier said than done as everyone has their own priorities and we have to find the right balance to ensure all priorities are met and projects are delivered.
How does working at Emrill differ from your previous experience?
What do you see in the future for Emrill? Great opportunities. We have a fantastic and dedicated workforce, with their loyalty Emrill will grow even further. We are constantly pushing forward, flexing and developing to stay ahead in a rapidly changing market. It opens up a lot of opportunities for us to expand even further and whilst it does pose challenges, I am certain we will tackle these with ease.
I have been a Project Manager for a number of years now but being from a Law Enforcement background, the experiences, the set-
“We are constantly striving to be at the forefront of innovations and this helps us maintain our position as the leading Integrated Facilities Management company in the UAE.” ting and the practices are very different. Having said that, the principles of project management and business improvement are fundamentally the same in any area of business - just different environments with different challenges.
How does the UAE market differ? The major difference between the UAE market and other countries I’ve worked in is that the UAE market feels much smaller. With the FM market in the UAE being fairly new and emerging, it is easier to push innovation and change as the market is still developing and open to new ideas. We are constantly striving to be at the forefront of these innovations and this helps us maintain our position as the leading Integrated Facilities Management company in the UAE.
Marie Gore, Senior Change Manager, Emrill
DEPARTMENT PROFILE
HUMAN RESOURCES “The HR department is 14 people strong and provides services to support the business and all Emrill staff. We possess highly skilled members who manage operational issues, implement policy and change, mitigate and prevent risks to the business and individual employees while also driving continuous improvement and striving to provide an efficient service to all stakeholders.
Minelle Gholami
The department’s three core teams all deliver high performances as individuals and collectively as teams, working consistently to achieve HR objectives and best practice.” - Minelle Gholami, Senior HR Business Partner
LEAVE AND TRAVEL The Leave and Travel Team manage all leave and travel arrangements for Emrill employees. They process high volumes of applications and forms on a daily basis to ensure hardworking employees go on their well deserved breaks with efficient processing and travel bookings. Employees are encouraged to utilise their leave to spend time resting or with their loved ones so that they may return to work energised and more productive. Additionally, they monitor employees due to return from leave, process extensions of leave and are sometimes challenged with last minute arrangements for those travelling on short notice. Support is also provided to the Resourcing Team by organising hotel and travel arrangements for recruitment overseas. Last but not least, they work closely with the Payroll Team to ensure leave salaries are paid on time, employees returning from leave are paid correctly and any adjustments to be made for other categories of leave are accurately reflected in the payroll.
From left to right: Dianne Jornacion, Diane Tablatin and Nithy Matthews.
VISA MANAGEMENT Emrill’s success and steady growth means every month the Company welcomes large groups of new employees. It is the Visa Team’s responsibility to ensure that all Emrill employees’ visas are processed properly and on time, giving them legal status as working residents in the UAE. Visa processing and management is a serious responsibility as mobilisation of new employees is dependent on entry visas being processed in time. Furthermore, a large number of basic needs for new residents hinge on their visa status such as opening a bank account, acquiring a SIM card, getting a lease, health insurance and professional licenses. The Team’s work also includes visa renewals and cancellations guaranteeing that all Emrill staff are legal residents and ex-employees are legally repatriated. Additionally the Team is responsible for processing Emirates ID applications that is a requirement for all UAE residents and managing Occupational Health Cards which are required by Dubai Municipality for certain jobs.
From left to right: Al Ansari, Dost Shah, Mohd Saeed, Musharaf Alam and Muthu Arockia.
PAYROLL AND INSURANCE Providing good health insurance is a priority and Emrill works hard to provide support to employees requiring assistance with insurance claims and treatment. Every month thousands of Emrill employees are paid for their hard work and services to the company. The Payroll Team faces the challenging task of managing the payroll of a large workforce, most of whom are timesheet based. The team works together to ensure all salaries are paid correctly and on time to all staff. Further to this, they manage end of service payments and repatriation arrangements for employees who are leaving the company. This requires the team to work very closely with the Visa team and to coordinate regularly with Sites, Finance and the Village Team (employee accommodation).
From left to right: Mohammed Zubair, Loganathan Giri, Renji Mathew, Amith Soman and Nadeem Ahmed.
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EVENTS
CARNIVAL opening Ceremony
T
he response to Emrill’s Annual Carnival has been high, with a surge in participants, a range of new events and sporting categories such as shot put, swimming and track field.
Dubai, 24th August 2012: The Carnival officially kicked into gear with its opening ceremony on 24th September ‘12 in Dubai. The Abu Dhabi team, lead by Jason Ruehland, won the inaugural Tug of War against Al Futtaim Carillion (AFC). The victories didn’t stop there, as the Emrill ladies won the Volleyball match against AFC, also pictured. A month of festivities will follow including Cricket, Football, Arm Wrestling and Table Tennis events with the celebration of Emrill’s 10 year anniversary.
Pictured: Opening Ceremony
Pictured: Opening Ceremony ribbon cutting
Pictured: Emrill ladies celebrate with their trophy after winning the Volleyball match.
Pictured: Winning team celebrating
Pictured: The Emrill Carnival organisers
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Pictured: The Abu Dhabi Emrill Team in the middle of a Tug of War match
IMS BULLETIN
30th August 08:40 7 300
Fire drill successfully conducted Amount of minutes to complete the evacuation Total number of evacuees Lessons Learned: • Alarm not audible in one of the locations for which 3rd party testing has been arranged. • Few staff members did not respond and remained inside their rooms. New notices will be issued to increase participation in drills.
10th september 10:45 20 105
Emergency response drill for chemical spill successfully conducted Total response time in minutes Staff members participating in this exercise Lessons Learned: • Existing spill kit is suitable for minor spills, but in the case of major spills appropriate skill kits will be made available. • Raise awareness amongst staff regarding correct usage of spill kits.
10th september Head Office, 10th September 2012: Organised by the Integrated Management System (IMS) and HR department with the support of Prime Medical Centre (PMC), a general Health Screening was provided for Emrill employees where Blood Pressure, Sugar and BMI (Body Mass Index) were checked and followed by a general consultation with a doctor. Of the 77 staff members participating, 5 were advised to seek further medical advice and have been informed of their next course of action during their consultation. Additionally, an awareness session on Diabetes, Obesity and its complications was carried out by Dr. M.S Kumar, Specialist Endocrinologist from PMC.
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INTERNAL NEWS EMRILL PARTICIPATES IN THE RAK HALF MARATHON 2012
Iftar at the Main Village
Benny George receiving a certificate for successfully passing the Bureau Veritas QMS Auditor Training Course based on the ISO 9001:2008 standard. This enables him to conduct internal audits to ensure the business process is being followed according to the Quality Management System.
3,000 kg
Pictured: Nigel Seymour & Benny George
is how much Emrill have reduced plastic consumption by switching from plastic bags to coat hangers for laundry services.
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Employee of the month
Living the Values Openness • Collaboration • Mutual Dependency • Professional Delivery • Sustainable Profitable Growth • Innovation
JUL 2012 Zulqarnain M Khalid Security Officer Dubai Festival City Mall
JUL 2012 Devendra Gurung Security Officer Dubai Festival City Mall
JUL 2012 Dhanshyam Pardesh Security Supervisor Sky Courts
JUL 2012 Rasmy Ahamed HVAC Supervisor Dubai Marina
JUL 2012 Malik Maroof Security Supervisor Arabian Ranches
AUG 2012 Binod Kumar Concierge Etihad Towers
AUG 2012 A. Mailadumparayil Security Supervisor Security Abu Dhabi
SEPT 2012 Komarpant Manoj HK Supervisor Emaar Business Park
SEPT 2012 Pradeepa Kumara Technician Alshaya
SEPT 2012 Jomon George Electrcian Alshaya
SEPT 2012 Sibu Kurien Store Keeper Central Stores
SEPT 2012 Rhea Arceo Senior Administrator Centre of Excellence
SEPT 2012 Raja Yaseen, Jim Gopi, Rajinder Singh, Muhammad Ayab, Adbul Aziz and Yousaf Younus. Security Team Emirates Living
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Openness Being straightforward, communicating with honesty, listening to each other, building trust with our customers and suppliers. Sharing honestly what we know, both good and bad. Collaboration Working together to deliver the best outcome for our customers, respecting the capabilities of everyone involved and working as one. Mutual Dependency Respecting each other’s needs, being reliable and supportive. Looking out for each other and working with customers and suppliers to share risks and rewards as we stand together. Professional Delivery Taking pride in our work, having the passion and enthusiasm to achieve our best and delivering customer satisfaction every time by getting it right first time. Sustainable Profitable Growth Achieving today’s objectives, taking opportunities in our chosen markets and developing customer relationships to secure our long term future. Growing our business for tomorrow as well as today. Innovation Challenging what we do and being brave about suggesting change. Welcoming ideas and learning from others to give us the competitive edge that benefits our customers and suppliers. Turning ideas into action
Edited, Compiled and Designed by Eman Gholami • Sandra Essa • John Robert Ramos Thank you for your contribution: Marie Gore • Nev Patterson • HR Department • The IMS Team • The Bid Department • Ben Churchill • Nigel Seymour • Minelle Gholami • Anup Ramachandran • Lynne Wylie If you would like to contribute to our next issue or write in to us with your suggestions or concerns. Please write to us at: newsletter@emrill.com
Emrill Services LLC. PO Box 38083, Dubai, UAE, Tel: 04 308 9600, Fax: 04 320 4969