N OO TS INF S EC RS CT OJ OFFE ROJE PRS ME TEST P E UR LA NT HE VE T
An ITP Business Publication | May 2010 Vol. 05 Issue 5
Essential information for FM & strata professionals, building owners, developers & contractors
POWER AND WATER HOW SMART METERING CAN HELP FMS PROVIDE AN EQUITABLE DIVISION OF BILLS
FMME AWARDS 2009 WINNERS TALK ABOUT THEIR EXPERIENCES OVER THE LAST YEAR
PROTECT AND SURVIVE Proper maintenance can add years to the lifecycle of a building and its plant, experts say Licensed by Dubai Media City
CONTENTS
CONTENTS VOLUME 5 ISSUE 5 MAY 2010
02
06
08
10
13
17
21
27
02 Online
10 Interview
06 Comment
17 FM Expo
08 News
21 Lifecycle and building management
13 Awards
27 Power and water
What’s on the web? The most popular FM stories of the month.
Alan Millin explains how call centres can alienate your valued customers from getting the good FM service you promise them.
A round-up of the regional news making an impact in the FM industry, including the signing of major contracts and the launch of a new industry player.
In line with the FmME Awards 2010, to be held this month, last year’s winners reflect on the last 12 months and explain how they have progressed since the ceremony.
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Ariston Thermo Middle East’s Emanuele Stano on the progress of the water-heating market.
Exhibitors and FM providers find time to speak to Facilities Management Middle East to discuss their expectations for this year’s FM Expo, as they prepare for the event.
How can your choice of maintenance strategy affect the longterm operation of key building plant?
Smart metering can keep facilities managers, building owners and tenants happy, according to industry experts.
May 2010 1 2
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IN PICTURES
ITP Business Publishing CEO Walid Akawi Managing Director Neil Davies Managing Director ITP Business Karam Awad Deputy Managing Director Matthew Southwell Editorial Director David Ingham VP Sales Wayne Lowery Publishing Director Jason Bowman Editorial Senior Group Editor Stuart Matthews Deputy Editor Sarah Blackman Tel: +971 4 210 8363 email:sarah.blackman@itp.com Contributing Editor Gerhard Hope Contributors Alison Luke, Alan Millin Advertising Publishing Director Jason Bowman Tel: +971 4 210 8351 email: jason.bowman@itp.com Sales Manager Shishir Desai Tel: +971 4 210 8694 email: shishir.desai@itp.com Studio Group Art Editor Daniel Prescott Art Editor Simon Cobon, Nadia Puma Design Lucy McMurray, Angela Ravi Photography
GRAND MOSQUE Designs for Denmark’s first purpose-built grand mosque have been released by architects Bjarke Ingels Group (BIG) as the local council gave approval to the development plan. Construction of the mosque is expected to start within a year. The 4500m2 project will be at the centre of a 124,000m2 development, which is being part-managed by the Muslim Council of Denmark. For more galleries, check out: www.constructionweekonline.com/in_pictures/
COLUMNS & FEATURES DEATH OF 2B Selina Denman, Editor, Commercial Interior Design Is technology taking over traditional design equipment i.e. the pencil and paper?
CARROT AND STICK
MOST POPULAR • Seven of the latest jobs in construction • Guggenheim Abu Dhabi set for end-of-year tenders • Exclusive: KEC project chief flags tenders for May • Clock tower to be world’s second tallest building • Cityscape opens without a bang
Stuart Matthews, Senior Group Editor Where genuine green building is concerned, developers need to be told what to do, compelled to do it and encouraged to take it further.
REDUCING RISK Saifee Tarwala, guest columnist What to keep in mind before signing a contract.
2 May 2010
Production & Distribution Group Production Manager Kyle Smith Deputy Production Manager Matthew Grant Managing Picture Editor Patrick Littlejohn Image Editor Emmalyn Robles Distribution Manager Karima Ashwell Distribution Executive Nada Al Alami Circulation Head of Circulation & Database Gaurav Gulati Marketing Head of Marketing Daniel Fewtrell Deputy Marketing Manager Annie Chinoy ITP Digital Director Peter Conmy ITP Group Chairman Andrew Neil Managing Director Robert Serafin Finance Director Toby Jay Spencer-Davies Board of Directors K.M. Jamieson, Mike Bayman, Walid Akawi, Neil Davies, Rob Corder, Mary Serafin Circulation Customer Service Tel: +971 4 210 8000
Certain images in this issue are available for purchase. Please contact itpimages@itp.com for further details or visit www.itpimages.com. Printed by Color Lines Press Subscribe online at www.itp.com/subscriptions The publishers regret that they cannot accept liability for error or omissions contained in this publication, however caused. The opinions and views contained in this publication are not necessarily those of the publishers. Readers are advised to seek specialist advice before acting on information contained in this publication which is provided for general use and may not be appropriate for the reader’s particular circumstances. The ownership of trademarks is acknowledged. No part of this publication or any part of the contents thereof may be reproduced, stored in a retrieval system or transmitted in any form without the permission of the publishers in writing. An exemption is hereby granted for extracts used for the purpose of fair review.
BE RESPONSIBLE Conrad Egbert, Editor Reiterating the importance of self-regulation in all walks of life.
Director of Photography Sevag Davidian Chief Photographer Khatuna Khutsishvili Senior Photographer G-nie Arambulo, Efraim Evidor, Thanos Lazopoulos Staff Photographers Isidora Bojovic, George Dipin, Lyubov Galushko, Jovana Obradovic, Ruel Pableo, Rajesh Raghav
EDITOR’S CHOICE • Farnek Avireal to offer carbon management services • GCC opens door for access control innovation • Al Barari reaches new milestone • Investors call for greater transparency
Audited By :BPA Worldwide Circulation Average Qualified Circulation 5,163 (July - Dec 2009)
Published by and © 2010 ITP Business Publishing, a member of the ITP Publishing Group Ltd. Registered in the B.V.I. under Company Registration number 1402846.
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EDITOR’S LETTER
MAIL RE: Robot window cleaners to take over Dubai It is an innovation and could change the future of the façade cleaning industry. I hope we will see this happening in India as well. Rakesh Borse It is a brilliant idea and can help anyone in this field. Hany Fouad
It’s time to celebrate i there. You may or may not remember me, but I was at the FmME awards 2009, waiting in the wings for winners to tell me how they felt about their achievements. Back then I was a writing for our sister magazine Construction Week. I didn’t know much about the FM industry at the time, but I was struck by the sense of ‘community’ within the sector. From the office administrator to the CEO, everyone has their part to play within a company and it was clear from my first impressions that team work was what led them to victory at the ceremony this time last year. A lot has happened over the last 12 months, some of you I have met and a lot of you I haven’t, but I am ready and willing to learn all about your companies and how you contribute to the market. What I know already is that showing recognition to the industry’s top dogs has never come at a better time. The ever lurking economic downturn has given companies time to concentrate on important issues, such as health and safety initiatives and green solutions, which has led to the opening of new and appropriate award categories for this year’s FmME event, to be held on May 19. The crisis has also taught us to look back and evaluate how business can be improved. And, quite appropriately, last year’s winners spoke to Facilities Management Middle East this month to discuss their progress since the show - see p13 to find out what they have been up to. I don’t know which companies or individuals will be awarded for their efforts this year and I am excited to find out, but if previous winners are anything to go by then the FM industry has a lot to look forward to.
H
Sarah Blackman, deputy editor sarah.blackman@itp.com
Subscribe to facilities management Middle East for free Log on to www.itp.com/subscriptions 4 May 2010
RE: Developer reacts to reader complaints The list of issues with the Cresent is endless. I bought an apartment in the hope of letting the property out and, although I have one tenant, he is moving out because of the amount of issues he faces living there and the extortionate charges for parking. Jatinder RE: Spiderman does final façade check What a waste of money and just think of those poor cleaners who have to wear those ridiculous suits in the blazing heat. Jeremy RE: FmME Awards 2010 I’m really looking forward to seeing who will win the Health and Safety Officer of the Year award, there has been a lot of focus on this sector this year. Susan
To make a comment on Facilities Managment Middle East news and features visit www.ConstructionWeekOnline.com/ news/facilities-management or email sarah.blackman@itp.com
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COMMENT
The power of the call centre Alan Millin explains how call centres can alienate your customers from getting the good service you promise them ou wake up one morning to find that your apartment is rather warm. The fan coil units are blowing air but there’s no cooling. It’s a problem you’ve faced before and the last time it happened, the problem related to the chilled water pump operation. You take a quick tour of the building and confirm that there is cooling in certain parts of the building, but not yours. You’ve paid your service charges so you call the FM help desk, which we will refer to as a call centre as you are certainly not going to get any help… Ring, ring… “Good Morning, Elm Street FM, Freddy speaking, how may I help you?” “I have a problem with my air conditioning, there is no chilled water.” “I’m sorry sir, we don’t do apartments.” Notice the immediate sidestep of any potential responsibility here. Freddy didn’t even try to find out what the problem is. You try to explain. “The problem is not in my apartment, it’s on the building chilled water side.” “Oh you will need to call the district cooling company then. They’re responsible for chilled water.” You explain that it is not the district cooling company that is needed; the problem is on the building side of the chilled water system. Freddy: “And how do you know that? What do you know about air conditioning?” (Yes, this actually happened). With a lifetime of HVAC knowledge at your fingertips you are now ready to take the gloves off and let Freddy have it full force. But, still you don’t get anywhere. Freddy asserts that as the building is out of its Defect Liability Period (DLP), Elm Street FM has no responsibility. After three days of battling with Freddy and demanding that he escalate the issue, you still have no air conditioning.
Y
6 May 2010
In desperation you start calling round to find the name of someone higher up the food chain within Elm Street FM who you can speak to. Finally you get the name and contact number and make the call. Your air conditioning is back on within the hour. Two hours after that your new contact calls you back to ask if everything is okay. Amazing, this is a whole new level of service from Elm Street FM. A week goes by and you get up one morning to go to work. You go to take a shower and find that there is no water pressure. You’ve faced this situation before too; it’s the booster pumps that have failed, yet again. You place the dreaded call to Elm Street FM. “Good morning, Elm Street FM, Freddy speaking, how may I help you?” “I have absolutely no water pressure in my apartment.”
“Are you sure that you know how your help desk / call centre agents really treat your customers?” “Sorry sir, we don’t do apartments, we only do common areas.” “The problem is not in my apartment, it’s in the pump room.” “How do you know that sir, are you a plumber?” Notice again how Freddy immediately sidesteps Elm Street’s responsibility and tries to fob you off. You haven’t had your corn flakes or coffee yet, you are tired, unwashed and grumpy. You let Freddy have it yet again.
Call centres can prove to be unhelpful during times of crisis.
A couple of hours later there is still no water pressure so you call again and torment Freddy’s pals and resolve to do so until you get the water pressure back. Finally the water pressure returns. Sounds funny doesn’t it? Yet this is what I faced recently and I’m sure that others who live in the same development fact the same problem. But why should things be like this? Remember the guy that came to my rescue and restored my air conditioning immediately that he knew there was a problem? He is Elm Street FM’s ambassador, the company’s future. The technical and customer service he provided was excellent. But, the call centre agents are preventing him from doing his job by their immediate alienation of Elm Street’s customers and refusal to process required work. So here’s the question for you. Are you sure that you know how your help desk / call centre agents really treat your customers? If you are not, you have a serious problem waiting to bite your rear end. Alan Millin is an independent consultant, coach and trainer, based in Dubai. He has over 35 years’ experience in the HVAC industry, and has led the consultancy mission of two major Dubai FM companies. He can be contacted at: akmillin@hvacandr.com
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NEWS ROUND UP
FM contracts awarded for DIP project G4S and Berkeley Services will provide cleaning and security services to the Single Business Tower project SECURITY AND MAINTENANCE \\
Group 4 Security and Berkeley Services Group have bagged contracts to work on Dubai Investment Properties’ Single Business Tower project. The real estate developer awarded Berkeley Services the cleaning and support services contract, while Group 4 will be taking care of security measures within the development. “We wanted to offer our tenants the best in facilities and services and hence we met several contractors to understand what each one brings to the table. Selecting the right contractor was a long and competitive process, where several companies tendered their applications,” said Single Business Tower property manager Ani Vladi.
“After meeting with several companies, we zeroed in on Group 4 security and Berkeley Services for our building security and cleaning and support services. We are confident these two companies, which are leaders in their respective fields, will offer our tenants only the best services and support facilities.” Located on Dubai’s Sheikh Zayed Road, Single Business Tower features 248 offices, spread over 45 floors and retail space on the ground level. The building, which was designed by Arkiteknik International, is equipped with a BMS system including advance surveillance and fire protection systems to ensure the security and safety of all tenants working inside the tower. Single Business Tower will offer tenants round-the clock facility management services.
Dulsco sweeps up Enoc station deal in Sharjah, UAE SANITATION AND WASTE //
Sharjah-based Dulsco has signed a contract to collect waste from 36 Enoc/Eppco service stations in the emirate. The company began the collection of food and general waste from the stations
A MONTH IN QUOTES
in August last year and the new contract is set to further strengthen the relationship with Enoc/Eppco. “This is the first time we have provided this type of service to Enoc/Eppco service stations in Sharjah. We have
Author of Johnson Controls’ recent study, Global Workplace Innovation, Marie Puybaraud told FM World: Asteco CEO Elaine Jones on strata regula- “Tech-savvy and demanding tions: “Yes, we are younger workers are makready for the regula- ing their presence felt all over tions. We are so the world. The recession has desperate for the regulations mitigated some of the need to because it will re-invigorate the court them, but as the economy market and reignite the interrecovers those companies that est in buying property here. It offer what they desire is so important for the market will undoubtedly be in the as a whole.” position to secure the bright-
8 May 2010
Dulsco will collect waste from 36 stations.
est, sharpest and most talented workforce.” Khalifa Al Kuwari, CEO for Qatar Orthopaedic and Sports Medicine Hospital, Aspetar on FM in the medical sector: “Large organisations have to recognise their responsibilities to the environment. Aspetar is committed to the implementation of environmental and waste management systems, which are second to none in our industry.”
been strictly following the collection schedule agreed upon between us,” said Dulsco Sharjah senior manager Paresh Karia. “We look forward to further developing our relationship with Enoc/Eppco through additional services in future.”
Cityscape managing director Rohan Marwaha on the success of last month’s event: “Unfortunately, the catastrophic event thousands of kilometers away in Iceland has an impact here in Abu Dhabi. Undoubtedly thousands of potential visitors from Europe and the Americas have been unable to get flights to the region.”
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NEWS ROUND UP
Imdaad bags first Abu Dhabi project SANITATION AND WASTE //
Imdaad will provide FM services for its first ever Abu Dhabi project, the company has announced. The contract was signed with Census International, the facilities management arm of Manazel Real Estate, and covers waste management, pest control and recycling services for Al Reef Villas. “We are pleased to associate with Census and Manazel on this high-profile project. Imdaad sees this as a great opportunity
to prove credentials as a world class FM solutions provider in the rapidly developing Abu Dhabi market. We are confident that our environmentally friendly operations will support Al Reef’s focus on quality and elegance,” said Imdaad CEO Jamal Abdulla Lootah. Imdaad will cover the first 244 villas which have been handed over to home owners in the Arabian Village sector of Al Reef, and will expand its services to the rest of the villas
as they are handed over. This is the first planned community in the UAE for middleincome investors and includes a total of almost 2400 villas.
Imdaad has recently installed waste management systems within Jumeirah and Business Bay communities.
EIMA completes fire training on The World FIRE SAFETY //
A fire fighting training course for the staff on The World Cruise Ship has been completed in Dubai. The one-day programme, conducted by Emirates International Maritime Academy (EIMA) covered extinguishing different types of fire, search and rescue, familiarisation with fire fighting equipment, crowed management, and the use of breathing apparatus. “We are increasing our efforts in developing training
activities for different types of marine craft operators in the region. These courses provide basic training as well as update and refresh the expertise, skills and knowledge in light of new developments in boating
EIMA completed the training course in a day.
technology and know-how,” said EIMA director Jaafar Bin Sidin. “With the massive infrastructure projects and maritime facilities being developed in the UAE and across the Gulf, it’s important that we provide an initiative that will enhance the practical and theoretical know-how of the entire boating community, particularly on aspects concerning safety and the environment.” The World is a ship, which slowly travels the globe, serving as a home for residents from around 40 countries.
Tamouh launches FM subsidiary at Cityscape Abu Dhabi MAINTENANCE AND SERVICES //
Master developer Tamouh has outlined the scope of its new facilities management arm at Cityscape Abu Dhabi. Three60, launched last year, has now begun its operations and offers services from investor relations management, strata and master community management and lifecycle costing to general services, such as maintenance of common facilities. “The key component in our planning stages is a study we
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carried out to understand the needs and expectations of the home-owners, which we aim to meet and add further value to. As an illustration of the breadth of services we provide, the team at Three60 has identified partners and suppliers that deliver specialised amenities,” Three60 head of estates, properties and facilities-senior management Wilson Lee. “We will continue to identify these opportunities and provide Tamouh with intelligent solu-
tions to create real value for home-owners.” Three60 also oversees the management of Tamouh’s projects, including Marina Square.
TENDERS Issuer: Kuwait Central Tenders Committee Tender No: MEW/63/2009/2010 Description: Maintenance service for A/C in Shouiba South IWPP. Closes: May 4 Fees: KD170 Contact: Central Tenders Committee- Ministry of Electricity and Water Issuer: Kuwait Central Tenders Committee Tender No: KPA/30/2009 Description: Operation and maintenance work of all fire alarm and fire fighting services in storage areas. Closes: May 4 Fees: KD30 Contact: Central Tenders Committee – Kuwait Port Authority Issuer: Oman Public Authority for Electricity and Water Tender No: 88/2010 Description: Operation and maintenance of Nizwa water supply system in Oman. Closes: May 3 Fees: OR225 Contact: www.tenderboard.gov.om Issuer: Oman Ministry of Education Tender No: 118/2010 Description: Supply of daily cleaning services for the Ministry of Education. Closes: May 24 Fees: OR150 Contact: www.tenderboard.gov.om Issuer: Royal Commission for Jubail and Yanbu Tender No: POM J-2563 Description: Operation and maintenance for the Royal Commission Medical Centre at Yanbu Industrial City. Closes: June 27 Fees: SR12,500 Contact: Director, Purchasing and Warehousing Department, PO Box 30031
Three60’s head of facilities Wilson Lee.
May 2010 9
INTERVIEW
Heating Up Ariston Thermo Middle East marketing manager Emanuele Stano on the progress of the water-heating market pipe keeps the cold and hot water layers well-separated, so that the water draft can last longer (the outlet hot water will reach later a temperature below 40°C).
ARISTON \\
What is Ariston Thermo’s history in the Middle East? The Ariston Thermo Group, formerly the Merloni TermoSanitari Group, has been operating in the Middle East from more than 30 years, together with our partner Paul Weil Company LLC, which operates in some of the countries of the region. We entered the market with our historical core business product, electric storage water heaters, and have sold several million of them in our long presence in the market. Nowadays Ariston has a unique recognition in the market thanks to the proven quality shown over three long decades. In the last five to six years we have also launched new product lines such as gas boilers and solar systems.
Your affiliation with Europe obviously means the latest trends and developments get introduced to the MENA region quite quickly? Exactly. With six million water heaters produced a year, and 19 factories all over the world, the group must always respect the latest and strictest regulations coming from any of the major markets. The Middle East market, being supplied from the same factories which manufacture goods for Europe, offer only CE-certified model ranges, which comply with European regulations in terms of safety and performance.
How important is the MENA region to the global group?
Do your products have to be adapted at all for local conditions?
We have launched our different product lines in the 13 countries that we are managing from our Dubai offices. These do not include North Africa; but from Dubai we also cover the Levant countries, GCC, Iran and Afghanistan. The Ariston Thermo Group has a total turnover of above US $1.8 billion, with a global sales network which distributes in more than 150 countries. It is the most international player in its sector, with almost 50% of sales coming from extra EU countries.
Our product lines have been calibrated on the most extreme conditions to satisfy the market demands coming from any of the 150+ countries where we sell our goods. In our region, only KSA requires a special safety valve to respect the SASO regulation. Therefore we have a specific full line of products equipped with this accessory for our Saudi customers.
What products and services do you offer here? In our product portfolio for the Middle East region we offer different models of electric storage water heaters with capacities from 10 to 3000 litres.
10 May 2010
Stano: Ariston must respect the latest and strictest regulations coming from major markets.
We are also commercialising instantaneous electric and gas water heaters, gas storage water heaters, gas boilers and solar systems. In 2010 we are launching a revolutionary range of sanitary water heat pumps, and as per the evolution of our water heater range, in accordance with the latest European directives on energy saving, we are introducing a comprehensive new product range with new aesthetic and technical features.
Can you tell us a bit more about your Nanomix innovation? This provides more hot water in comparison with a traditional
water heater of the same capacity. Specifically, a special water inlet pipe guarantees 10% more hot water output. It is based on improved mixing efficiency: during a water draft, normally the cold inlet water ‘disturbs’ the hot water inside the tank, so that the outlet water temperature will go below the comfort value of 40°C. The special inlet
6 MILLION The number of water heaters Ariston Thermo manufactures globally per year
What are the main markets you serve in the region? We have dedicated sales teams for projects and retail. With the booming growth in the real estate market over the last decade, a big effort was placed on tender sales, and this guaranteed us the biggest market share and premium recognition today. With our wide range of
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INTERVIEW
“In the water-heater sector, Ariston is the major player in the UAE market today, with internal marketing estimations giving us a market share about three times larger than our nearest competitor.” – Emanuele Stano products, we can answer the demands for any hot-water requirement, from domestic use to industrial. Nowadays, the opportunities are coming from the ‘green’ technology approach in new buildings, but also from neighbouring regions such as Eastern Africa and Central Asia.
What gives you the edge in such a highly competitive market? Thanks to our presence over the last 30 years and the recognised quality of the products, Ariston continuously increased its presence in this market, with several competitors app p pearing and disappearing in
terms of the competitive scenario. In the water heater sector, Ariston is today the major player in the UAE market, with internal marketing estimations giving us a market share about three times larger than our nearest competitor.
What are some of the major trends impacting on the market here? Are green building and sustainability major drivers? As a group, yes, this is a focus, with big investment in solar systems, heat pumps and energy-saving appliances. In the Middle East we are in the starting phase, with w a lot of interest expressed in solar. It being expres take some years to will still ta reach a mature market level in this regard. Sensitivity to energy efficiency still not matured here. has stil sure this will happen I am su next few years. The in the n low cost co of electricity is not pushing users to save pu on energy consumption. ene However, Howev the government is putting putti much effort into this th new green trend, and the th results will soon become becom apparent, with solar systems becoming s more and a more popular in both domestic and commercial buildings. comme
How ha has the economic downturn affected business downtu regionally and globally? regiona
The new Pro R water heater from Ariston.
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Of cou course, the second half of 22008 and the whole of 2009 presented us all with a prese challenging scenario. From this
altered economic perspective, new opportunities emerged, and if markets such as Dubai showed a slowdown, others such as Abu Dhabi, Qatar and KSA kept on at high levels, guaranteeing an overall good performance for the area. Emerging markets are still showing strong growth. Globally, this has been the occasion to revise some procedures in order to consolidate the growth of previous years and to be even more competitive as soon as the markets again start pulling in the sales.
What is your company’s outlook for the year ahead? In our sector we probably still have to face the impact of the stopping of many real-estate projects in the region. Few new construction projects have commenced in the last 18 months, and this will mean little demand for water-heating appliances during 2010 and 2011. However, as stated, this will be compensated by new markets that we are exploring, along with new opportunities arising from the new product lines that we are now launching.
LATEST TECHNOLOGY
The Ariston Thermo Group has launched a new range of electric storage water heaters (50 to 100 litre capacity) in the Middle East. Anticipating continuous technological innovation, and in respect of the latest European standards on energy efficiency, the Ariston worldwide product offering has been updated. Commercialisation of the updated range in the Middle East began in January 2010. Technical specifications such as the heating element power rate, voltage, tank working pressure and external dimensions have not been changed at all. However, building on the strong foundation of the renowned quality of Ariston products, certain improvements have been introduced to all models in the range. These include Nanomix technology, which guarantees improved performance due to new internal components, a new unbreakable external thermometer, new finishing technology for the external casing, new Italian-designed aesthetics and more resistant carton boxes. The new PRO ECO model, thanks to electronic control, presents features, including the BEST control system, the ECO function for energy-saving, a front LED control panel with a ‘smart’ thermometer, an ABS safety package that includes active electric safety, an anti-overheating system, an anti-dry heating function, an auto diagnosis function and an anti-bacterial function. Titanium Plus glass-lined is offered on the PRO ECO model. The existing Ti Tronic and Ti Tronic BEST ranges will be replaced by the new PRO ECO range, the SG R range will be replaced by the new PRO R range and the existing SGHP range will be replaced by the new BLU R range. The Ariston Thermo Group has a leading position in three key sectors: water heating, central heating and air-con, and components. Its range includes wall-hung and floor-standing boilers, water heaters, solar systems, heat pumps and air-con.
May 2010 11
fmME AWARDS
A year in review It’s the end of another financial year and, quite fittingly, Facilities Management Middle East is about to recognise those industry players who came out on top. This year, its not only been about survival of the fittest, but the survival of the most innovative, the most respondent to change within the market and the most influential. And, as celebrations commence, last year’s winners look back on their experiences over the last 12 months and explain how they have progressed since their victories this time last year. James Day from Smashing Cleaning Services tells us how the awards helped his company grow; Mace Macro’s Bill Heath talks about the projects his company has been involved in since it won the FM Consultant of the year award and health and safety manager Simon Horner discusses the lessons Drydocks World has learned after winning a gong last May. Meanwhile, 2009’s Unsung Hero of the year Heide Peralta talks about her ambitions and Nehme Moujaess, managing director for Terraverde, tells us about his hopes for this year’s awards, which will be held on May 19 at the Park Hyatt, Dubai.
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May 2010 13
fmME AWARDS
How has your company progressed since last year’s FmME awards?
FM CONSULTANT OF THE YEAR: Mace Macro International managing director Bill Heath We have progressed well and although it has been a tough year, we are close to meeting our business plan projections.
UNSUNG HERO OF THE YEAR: Mace Macro facilities coordinator Heide Peralta My career history to date as facilities coordinator has been both interesting and varied. I have been given numerous chances to undertake training and development and I have been encouraged to contribute to developing and improving working practices. Also, I’m very happy though as I’m working for the best manager I’ve ever had (Phil Terzza). He’s really motivational and helpful. I want be come very good facilities manager someday.
14 May 2010
CLEANING SERVICE PROVIDER OF THE YEAR: Smashing cleaning services general manager James Day As a result of the awards we were able to make some very good contacts, which in turn lead to contracts for professional cleaning services so we were very pleased with the outcome of the awards, not only winning an award but also that it generated business opportunities for us.
LANDSCAPING CONTRACTOR OF THE YEAR: Terraverde managing director Nehme Moujaess TerraVerde will continue to progress as we always strive to find better ways to operate and achieve our continuous goal of enhancing the environment. A recent development has been the launch of our new showroom located on Al Wasl road, where anyone can come in to ask our resident experts for advice on creating the garden they envision. At the new garden centre clients will find a HEALTH, SAFETY AND SECU- collection of ideas to inspire and brighten their interior and exterior living spaces. RITY INITIATIVE AWARD: Drydocks World outgoing health and safety manager Simon Horner The organisation always strives to improve in all matters relating to health, safety and environmental management. Due to the dynamic hazardous nature of the ship repair industry and the diversity of the staff it employs, it is imperative that worksites are proactively monitored and systems developed to ensure all risks are prioritized and suitably controlled. To support this, DDW, Dubai has invested significantly in its HSE resource, bringing in a series of new HSE professionals throughout all levels of the organisational structure. Last year’s champions have improved on last years efforts.
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fmME AWARDS
What challenges have you faced over the last 12 months and how have you overcome these challenges? Moujaess: Companies have adapted their approaches towards generating business due to the economical downturn. Clients are looking for more value for their money, and want companies willing to give more personal attention than before. We have always treated each client as a priority, pay meticulous attention to detail, and continue to exhibit and promote our services. Heath: Although the market has become easier in terms of availability of resources, the main challenge is to find the good people who fit within our business culture and ethic.
What lessons have you learned? Horner: The summer months are always challenging and we did see the numbers of heat related illness rise in 2009. To combat this, we have now introduced additional ‘cool rooms’ throughout the site, which give workers the opportunity to reduce their body temperature at the early signs of heat effect. The Heat Management Programme is also supported by Heat Awareness Training; the issue of oral rehydration salts and forced ventilation and air conditioning units put into confined spaces and tanks. Day: To verify the work with all parties concerned and also to reduce our credit risk. We have had problems securing payments. The difficult thing about cleaning is that it is not a product that you deliver, it’s a service and you can take back the work you did. I have one customer who hasn’t paid me for the Dubai Metro, but am I likely to go back and start spreading dust everywhere? Of course not.
FmME award nominees and winners celebrated their achievements at the Westin Hotel, Dubai this time last year.
Peralta: I believe that you just need to be smart, innovative, through and customerfocused in order to enjoy the job.
What projects have you worked on since winning your award? Heath: We have not only renewed some of our existing contracts such as King Abdulla Economic City but also won commissions with major blue chip companies in UAE, who we cannot disclose due to confidentiality reasons. One significant win though was to advise the Jordanian Government on their FM strategy. Horner: The organisation concentrates its focus in three main areas of business; ship repair; ship conversion and new building. Throughout 2009, the company has worked on a number of floating production, storage and offloading (FPSO), and FSO conversion projects, with a unique floating storage and regasification unit project now currently underway.
Day: The requirement for entry was to have one project where we have excelled and we were very fortunate to have worked on the Formula One project before the first race in November and we got a fantastic referral letter from Aldar, which proved that we ticked all the right boxes for them. It was a great project and we completed the work in 21 days. Because of this, I think we do stand a good chance of winning again. Heath: Hopefully we stand a reasonable chance of winning because we believe the nature of our facilities management commissions demonstrates we are at the forefront of the development of FM within the region. We will certainly be nominating ourselves again.
Do you think you stand a good chance of winning an FmME award this year?
H&S and Security Initiative 2009 winners: Drydocks World-Dubai
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Moujaess: We will be nominating ourselves again this year as we continue to hold ourselves responsible for pioneering for better landscaping practices that use sustainability in their main approach. We believe we stand a good chance at winning as we have continued to grow and achieve progress in our journey. Winning the award pushes us to work harder to prove why we deserve recognition for our efforts.
Mace Macro hope to win another FmME award this year.
FOR SPONSORSHIP ENQUIRIES CONTACT JASON BOWMAN, PUBLISHING DIRECTOR, MOB: +971 50 656 1567, EMAIL: JASON.BOWMAN@ITP.COM
May 2010 15
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EXPO UPDATE
Showtime
As the fi fth consecutive FM Expo approaches, speakers and exhibitors discuss what their expectations are for the big event pportunity isn’t a word many people would associate with the economic downturn. However, it seems that professionals in the facilities management industry have a promising future ahead of them, as the FM Expo 2010 is about to highlight. The event, to be held from May 18-20, will give exhibi-
O
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tors a chance to showcase their ser vices to delegates, but also to discuss ideas and the current trends in the market place with other businesses. And, one view that appears to be shared by expected attendees is that the roles of FM suppliers and providers are becoming increasingly important.
The financial crisis has certainly stopped many construction heavyweights in their tracks, but while the development of new projects has been quite slow over the last year or two, these industry players have had time to pause and think about maintaining their existing buildings, by way of outsourcing facilities manage-
US $3.8 MARKET GENERATED REVENUES OF OUTSOURCED FACILITIES MANAGEMENT IN 2009 May 2010 17
EXPO UPDATE
ment services to specialised companies. In fact, the market earned revenues of over US $3.5 million in 2008 and the overall facilities management sector in the GCC is expected to grow at a compound annual growth rate of 18% by 2013, according to a white paper, prepared by Frost and Sullivan especially for this year’s FM Expo. “The demand for facilities management services is growing strongly and moving in the right direction with the need for professional maintenance evidently increasing. Builders and facility owners in the region are becoming aware of the commercial and environmental advantages of involving a facilities management firm to address their maintenance needs,” the report says. “It’s an amazing market really,” adds David Wilson, product development director for DMG World Media, the organiser of the FM Expo. “If you look at it from a GCC perspective – it gets an enormous amount of turnover and the industry is predicting that FM will overtake construction in terms of billions of dirham that will be spent.” Wilson also predicts that facilities management companies will become more involved in a project, which is in the
DMG World Media product development director David Wilson.
188 May Maay 20 M 22010 010 10
Exhibitors are hoping to increase their clientele during this year’s FM Expo.
early stages of development. “FM needs to be integrated right at the beginning of the development – even at the architectural stage – rather than coming in as a secondary service,” he says. Another exciting addition to the exhibition and supporting
and technological resources to meet current end-user requirements, which leaves a gap for FM experts to step in. Techem Energy Services is one company that is hoping to get noticed by these clients at this year’s expo.
“In the former times the FM industry was the weakest link in the industry cycle, but with the current market conditions FM would surely be in the driver’s seat.” conf conference will be the official launch of the Middle East laun Facilities Management AsFacil sociation (MEFMA) and its new socia agreement with RERA, which agre will rratify the industry body as association recognised by an as government. the g MEFMA is set to impleM ment regulation, legislation, men benchmarking, transparency, benc accredited training courses, accre networking opportunities to supnetw port professionals, product and service suppliers and end-users serv in the th real estate sector. And, as the FM industry An becomes more mature and beco complex, clients and developcomp ers are a seeing that they don’t necessarily have the expertise nece
“We want to promote Techem to existing and potential customers. We want to create awareness of the presence of the company in the Middle East and increase our clientele,” says Techem Energy Services regional manager Hans Altmann.
Techem is an international service provider which helps the property industry and private landlords to save on water and power consumption. This year, the company will be showcasing cold meters with Radio Frequency technology to visitors and delegates. “The cold meter is specially designed for installation in cooling circuits. Recording the flow according to the multiple jet principle guarantees high measurement accuracy and the measurement stability. The impeller wheel rotation is recorded with a contact free and magnet free sensory mechanism which enables recognition of the flow direction,” explains Altmann. “The counter has 18 display functions including cold energy status on reference day, current flow, flow temperature and return temperature, temperature difference, performance, etc.” Altmann will also be speaking at the FM Expo conference on how to cope up with the present market challenges by capitalising on Techem’s global experience and reducing energy cost of the property by up to 25%. Saving energy is set to be a central theme at this year’s expo as the need to efficiently manage lifecycle costs increases. “Cost saving solutions is a wide issue; most of the cost is incurred due to the high usage of energy which is getting scarcer. The solutions on how to mini-
40 EXHIBITORS WILL PRESENT THEIR SERVICES AND PRODUCTS AT THE FM EXPO 2010 Techem will showcase its range of meters.
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EXPO UPDATE
Last year’s FM Expo was a success.
mise the energy costs must be implemented,” adds Altmann. Honeywell, which is mostly known for its aerospace technology, construction safety equipment and transportation systems in this region, also wants to highlight its energy saving automation and control systems, which have proved popular internationally, at this year’s expo. “Nearly 50% of Honeywell’s product portfolio company-wide is linked to energy efficiency and renewable energy. Simply by using the Honeywell technologies available in the marketplace today, the energy consumption could be reduced by 15 to 20% and play a key role in curbing and reducing global greenhouse gas emissions” explains Honeywell business development director Kyle Bashy. “The key to driving energy cost down is awareness and individual willingness to adapt to slightly different life style. Hon-
6000 VISITORS ARE EXPECTED TO ATTEND THE FM EXPO 2010 www.constructionweekonline.com
eywell recognise that the Middle East is committed to change and it is committed to help.” Farnek Avireal, a facilities management consultancy, which offers maintenance, security and general cleaning to developments, also wishes to showcase its energy management services at the event. “We have been introducing sustainable products for quite some time, but we have new products now like water saving devices and energy saving modules, which we introduced just six months ago and our carbon footprint consultancy was launched three months ago,” says Farnek Avireal general manager Markus Oberlin. “We are experiencing increasing levels of interest for energy management services and carbon footprint services.” But, the FM Expo 2010 won’t be entirely focused on energy management. Other FM technologies services that add years to a building’s lifespan will also be presented. The UAE’s Kendah Pest Control, for example, will be exhibiting its latest solutions such as rodent, fly and bird control. “One of the new systems that we are introducing is the Three Zone Protection Plan. Zone 1: locate and eliminate pest nesting and harborage sites on the property grounds; Zone 2: stops pests from entering the home by sealing the building; and Zone 3: eliminates any interior pest nesting sites with minimal use of pest control products and is usually accomplished by using mere grams of pest baiting material,” Kendah branch manager Warren Gabule. So, the FM event will highlight the growing need for good facilities management services, the need to cut lifecycle costs and implement energy saving solutions to extend and the
importance of adopting new technologies. But, will the show make a difference to exhibitors’ FM providers’ businesses? And, will the demand for FM services increase after the expo? “We foresee an increase in demand of our services considering that all participants and visitors will gain the full knowledge of our products and services being offered and how
important our pest management solutions are in attaining a better standard of living,” Gabule responds. And, Altmann agrees: “The demand for FM services is huge, and is surely growing. In the former times the facilities management industry was the weakest link in the industry cycle, but with the current market conditions FM would surely be in the driver’s seat.”
SPEAKER’S CORNER: KUMAR RAMESH Frost and Sullivan programme manager for Environment and Building Technologies Practice in South Asia and the MENA region Kumar Ramesh discusses the topics he will be touching upon at this year’s FM Expo conference. What issues will you raise during your presentation at the conference? During the presentation I will talk about the current trends in the market, throw light on the opportunities in the sector and touch upon the factors for industry success. Frost and Sullivan will present a new white paper at the expo, what will this reveal? We want to give an outlook for the future of the Facilities Management market in the Middle East. I will talk about managing buildings, the needs of the endusers and the challenges faced by facility managers. What are the current trends in the FM market? Over the last two years, the construction sector, especially in the commercial segment, has spread across the GCC - countries like Saudi Arabia and Qatar have gained a lot of importance. It’s all about being adaptable. There are some smart marketing efforts being taken by companies established in markets like the UAE and these companies are seeing huge potential for growth. But, we can’t throw away the opportunities in the UAE because an FM market is constant and never ending. So, it shouldn’t be just about growth or a market that provides revenue for one year and another the next year – it’s about providing a service to a building, it’s a continuous market. What does it take for an FM company to be successful in this market? Success will revolve around how the market moves forward and companies should look at how end-users can benefit from building management. Also, before the downturn, a lot of companies were focusing on the UAE market, but services need to be spread across the region and not concentrated in one area. How will the 2010 expo compare to previous years? Last year people were worried about where revenues are going to come from, but this year companies have witnessed activity in many of the GCC countries so the comfort levels of participants will be higher. And, they will be keen to know which markets are going to open up opportunities for them and what partners will be going to expo.
May 2010 19
FM Expo is the essential event to fulďŹ l your complete property and facilities management needs. See the latest technologies and get expert advice on how to more effectively manage and maintain your built environment from the biggest names in the business.
Our fantastic conference and workshop programme features speakers from the regionâ&#x20AC;&#x2122;s leading FM and training consultants. Simply not to be missed, view the full programme at fm-expo.com
Register online now for FREE fast track entry
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18 - 20 May 2010 11am - 7pm daily Hall 8, Dubai World Trade Centre Dubai, United Arab Emirates
Co-located with Energy Savings Partner
SECTOR ANALYSIS
Maintaining operations How can your choice of maintenance strategy affect the long-term operation of key building plant? Facilities Management Middle East investigates hange is afoot in the Middle East construction industry. The combination of the ongoing global economic crisis and sudden intense focus on sustainable design has provoked a dramatic shift away from the desire to complete buildings as quickly as possible - as witnessed during the boom period - to a focus on their long-term operational efďŹ ciency.
C
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May 2010 21
SUSTAINABILITY
High energy savings can be achieved through proper maintenance services, experts say.
Extending the life cycle of both the buildings and their major plant, while reducing the operational costs are becoming pre-requisites for major projects. And core to the success of making this desire a reality is the maintenance strategy that is undertaken. But what exactly is an effective maintenance programme and how can its implementation affect an MEP system and building operation in the short- and long-term?
Effective maintenance The benefits cited for an effective preventative maintenance policy are numerous: lower operating costs; higher energy efficiency; reduced plant
“The lack of an effective maintenance programme would not only shorten the lifecycle of equipment, it would also lead to lower performance in comparison with the intended design” Michel Farah
breakdowns and associated downtime; extended lifecycle of plant; and improved indoor and outdoor environmental quality. Achieving some or all of these benefits is essential to all building projects today, with the primary need for costeffectiveness.
PREVENTATIVE MAINTENANCE: THE BENEFITS • • • • • • • •
Lower operating costs Increased revenue due to low downtime Improved energy performance Extended equipment life cycle Improved indoor and outdoor environmental quality Flexibility to adjust maintenance downtime around client operating needs Reduced plant failures Preventative maintenance gives an estimated 12-18% cost savings compared with reactive maintenance programmes
22 May 2010
“The lack of an effective maintenance programme would not only shorten the lifecycle of equipment, it would also lead to lower performance in comparison with the intended design, higher energy bills derived from the loss of efficiencies, unhappy tenants, and an indirect impact on a business due to disruptions or major repairs,” stresses Bemco AirCare division manager Michel Farah. “On average, if maintenance is kept up every six months on both indoor and outdoor [air conditioning] units it will easily give more than 50% energy efficiency savings,” adds Panasonic Middle East product head Abby Thomas. “This in-
creased efficiency is mainly due to improved heat transfer in the system. Any dirt clogging filters, for example, will act as an insulator meaning more power is needed to achieve the cooling loads. “Without maintenance the performance of the equipment goes down but it uses the same power, so it may give 60T [of cooling] but consumes the same energy as 100T, so the client is losing money,” explains UTS Carrier business unit manager for service Sajid Tungekar. “If properly maintained, this would not happen.” In the worst case scenario the desired indoor temperature may not be achievable, which can also have health implications. “You can set a thermostat
at 21/22 ºC but you will never get these temperatures if there is no maintenance of the outdoor units.”
Maintenance in practice In order for any maintenance policy to be effective a number of factors should be considered, including staff, programming and individual equipment needs. “A good maintenance programme involves proper planning, efficient scheduling and staff with the right combination of technical and managerial skills,” states MAF Dalkia energy and sustainable development manager Francisco Ramalheira. “With the most advanced diagnosis techniques, the life cycle of equipment can be substantially improved,” he reports. “The aim of a good maintenance programme is to reduce the gap between the current state of the system and its original design parameters to give its optimal capacity and power consumption,” adds Farah. If poor maintenance procedures are undertaken then this can be almost as ineffective as providing no maintenance at all. Any programme applied must consider each piece of equipment individually in addition to the overall system operation and its interaction with the building schedule. The frequency at which individual components should be maintained and the procedures that should be undertaken will vary. “The manufacturer’s operating and maintenance manuals are the reference for conducting periodic preventive maintenance on each piece of equipment,” advises Farah. “As for the plant overall, it is good practice to track different system indicators to anticipate problem areas before they reach crisis situation.” A detailed maintenance schedule including all the
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SUSTAINABILITY
equipment on site should be created and kept up to date in order to coordinate the different inspections, calibration and maintenance works. This must done in liaison with the facilities manager to avoid service disruptions. For fire life safety systems, the need for effective maintenance procedures is even more important to ensure the systems will function in an emergency. “[The maintenance programme] should involve reliable centered maintenance (RCM) to ensure that the system is reliable and available when required,” stresses Swetank Jain, Sales Manager Tyco Middle East Abu Dhabi branch. “It should include a good assessment of the scheduled and unscheduled service; task proficient personnel; a provision of the anticipated spares and transport; and, importantly, train the onsite personnel to avail the system to maximum capability,” adds Jain.
The cost factor With price one of the primary factors considered by firms when selecting a maintenance policy, how beneficial can it be to operational and life cycle costs to spend in advance on preventative maintenance?
50% OVER A PERIOD OF 20 YEARS A WELL MAINTAINED PIECE OF EQUIPMENT WOULD HAVE A 50% LOWER COST THAN THE SAME UNIT WITHOUT MAINTENANCE www.constructionweekonline.com
“The cost of preventive maintenance compared to operational cost and energy is negligible when the lifetime cost of the system is taken into consideration,” states Jain. “From experience, a properly maintained system’s shelf life if 25% to 50% more than a nonmaintained system under the same environment. The cost of replacement of a system is far greater compared to getting the same system maintained properly,” he reports. “Preventive maintenance is a good investment by all means,” adds Farah. “For example, assuming a unit of plant that is worth $100,000 has a lifecycle of 10 years, a lack of maintenance in certain conditions could shorten its life by 50% resulting in an early replacement. Over a period of 20 years a well maintained piece of equipment would have a 50% lower cost than the same unit without maintenance.” Those considering their projects as short-term investments should be aware that failure of systems due to poor maintenance is not simply a long-term consideration. “If you avoid two to three years of maintenance then by the fi fth year you will have parts failure,” states Thomas. “If, for example, the compressor fails, this is worth 80% of the product value, and with this gone [the unit must be replaced]. Plus, when the efficiency of a unit is low then automatically electricity bills will increase,” he adds. Any argument that regional differences in terms of lower costs of power and water mean preventative maintenance is not viable when looking at lifecycle costs have also been proven invalid. “It is definitely more cost-efficient to employ proper preventive maintenance, even in this region where labour and
Bemco AirCare division manager Michel Farah.
utilities prices are averagely lower than the rest of the world,” stresses Ramalheira. “The best example for this is the replacement of air filters: replacing an F-class filter (EN779) at twothirds of the recommended end of life is on average 20% cheaper when all costs are considered,” he reports. Building operational costs should also be considered when evaluating the cost-effectiveness of a maintenance programme. “A 20% saving on running costs is possible if you do proper maintenance on indoor [air conditioning] units,” reports Tungekar. This is due to the inefficient heat transfer that will occur due to dirt on filters for example. “When you don’t clean the filters regularly they get clogged with dirt and this affects the motor which must work harder and will eventually break. [Replacement of the
motor] may cost AED400-500, but for the whole year filter maintenance may cost less than AED100,” stresses Tungekar. “It’s a small cost for preventative maintenance, but if you don’t do it will cost you high as the equipment is out of operation.” Overall, the cost of maintenance programmes has fallen significantly over the past few years, making their application even more cost-effective. “The annual maintenance costs can be as low as 10% of the total cost of a unit, so over a 20-year period you break even; if you don’t spend this money then the unit won’t last that long,” stresses Thomas. “The efficiency of the maintenance techniques could be measured by comparing the preventive maintenance cost to the corrective cost or repair. A good ratio is 70% for the former and 30% for the latter,” advises Farah. “Should the repair cost passes that level, the maintenance programme needs to be reviewed to identify the causes of the imbalance and reduce the need to repair,” he recommends. Advances in technology have simplified preventative maintenance procedures, with many units now including built-in indicators that alert facilities managers when parts are becoming less effective or items such as air conditioning gas needs refilling. This has also contrib-
DISADVANTAGES OF A POORLY APPLIED MAINTENANCE POLICY • Increased costs due to unplanned downtime of equipment • Reduced life of plant and system • Increases labour costs, especially if overtime is needed for untimely repairs or replacement • More breakdowns • Potential increased costs associated with repair or replacement of equipment • Possible secondary equipment or process damage from equipment failures • Inefficient use of staff resources
May 2010 23
SECTOR ANALYSIS
uted to the falling maintenance costs. “To maintain a ducted unit five years ago it cost around AED1000, today this would cost around AED500; this is due to advances in technology: the unit will tell if filters are bad, gas is needed, what parts are about to fail etc,” reports Thomas.
Industry input Both manufacturers and service providers offer a number of ways in which to maximise the benefits of preventative maintenance to clients. These range from ensuring maintenance is carried out by fully qualified staff to providing scheduled breakdown of maintenance for each specific part of a unit, such as filters or coils. Within its annual maintenance policies, Panasonic includes the first year of service free of changes, which includes two free services and fin cleaning. To achieve optimal levels of indoor air quality Bemco Aircare recommends annual maintenance of all air systems components, including all filters, fresh air intakes, fan coils and air handling units, drain pans, ducts, plenums, supply and return grilles. “[We] put a special emphasis on maintaining and renovating the HVAC air systems to improve the indoor
2-3 YEARS AVOIDING MAINTENANCE IN THIS PERIOD COULD LEAD TO THE FAILURE OF EQUIPMENT 24 May 2010
air quality in buildings by following ASHRAE guidelines and the NADCA procedures,” reports Farah. UTS Carrier’s procedures include both a dedicated maintenance phone line and staff training. A monitoring system applied to Carrier equipment checks the operational parameters against set-points in order to predict potential problems before they occur and prevent breakdowns. Using such equipment however needs special skills if benefits are to be achieved. “The quality of the people doing the maintenance is essential,” stresses Tungekar. “Technicians need to diagnose the problem, find the root cause and sort it so there is no need to return; a good technician wont have to repair the same fault twice,” he adds. The firm assesses all its technicians annually and provides additional training if needed, key performance indicators (KPI) are also used
Panasonic ME product head Abby Thomas.
“Our on site team is responsible for both the implementation and monitoring of all site activities which are carefully managed and monitored using state-of-the-art Computer Aided Facilities Management (CAFM) software,” reports Ramalheira. “Internal checking mechanisms and tools allow us
“When you don’t clean the filters regularly they get clogged with dirt and this affects the motor which must work harder and will eventually break.” Sajid Tungekar
throughout the year to assess their success rate. FM specialist MAF Dalkia undertakes several procedures to ensure good maintenance results, reports Ramalheira. The firm has set up an ISO-certified internal quality management system that is continually audited both internally and externally. This details all the firm’s activities in processes and procedures that are tailored to meet the individual needs of each job site managed.
to check for deviations in the normal operating conditions of our sites,” he adds. In addition, the firm has a 24/7 call centre for clients to report any abnormal operating conditions.
Technical developments With maintenance a key factor in maximising the potential life of plant, manufacturers have been taking steps to further ensure its effectiveness. New product developments include elements that reduce the
overall maintenance needed; plus technology that eases the process by accurately monitoring, predicting and reporting in advance when parts need repairing or replacing, enabling forward proactive action. In 2010 Panasonic added motion detector automatic air temperature control to models in its deluxe range, ensuring reduced operational costs and lower energy use. The units detect when there is no-one in an area and automatically increase the running temperature from, for example 21 to 23˚C, cutting the cooling loads. In addition, the firm offers models with built-in air purifiers, removing the need for additional plant, while ensuring high indoor air quality. UTS Carrier recently introduced to the region its ultraviolet C-band germicidal lamp technology. Proven to improve heat transfer, reduce the builtup of viruses and dirt on filters and provide health benefits, the air conditioning units have an ultra-violet lamp installed next to the coil and are particularly suited to applications with cold, damp conditions that may encourage viruses to breed, or in areas where cleaner air is needed, such as healthcare facilities. Maintenance costs of units with the lamps are also reduced as the coils remain cleaner for longer. With firms continuing to ease the burden on facilities managers and clients set to increase demand for longer plant life in the future, maintenance is one area that is set to become more important yet with time. “Any equipment if not maintained will break down and this will have an effect on business. The question to ask is what will you be losing if you don’t maintain your plant?” warns Tungekar.
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4HE &- %XPO 0ROPERTY &ACILITIES -ANAGEMENT #ONFERENCE IS BACK WITH AN EVEN BIGGER BETTER AND MORE COMPREHENSIVE PROGRAMME THAN LAST YEAR -ORE THAN INDUSTRY EXPERTS WILL BE DISCUSSING THE LATEST CHALLENGES THE &- MARKET IS FACING BOTH LOCALLY AND ACROSS THE GLOBE Visit www.fm-expo.com now for full programme and pricing â&#x20AC;&#x2DC;Getting ahead of the curve: Managing the challenges of FM growth in the Middle Eastâ&#x20AC;&#x2122; Day 1 Highlights
Day 2 Highlights
Juma Al Muhairy, MEFMA - Where is FM at on a government level and what is MEFMAâ&#x20AC;&#x2122;s remit?
Colin Arthur, business consultant, wasl DREC - Building regulations. Whatâ&#x20AC;&#x2122;s new in Dubai and the Middle East
Scott Peterson, marketing director, Honeywell - What do remote building technologies offer FMs and end-users?
Nigel Hambly, Modus - Reducing supply chain costs through management innovation and technology
Ron Edwards, head global FM, Royal Dutch Shell - The multi-nationalâ&#x20AC;&#x2122;s journey to achieving award winning FM status
Ulysses Papadopolous / Nick Bennett, CitySpace Sustaining a productive workforce in a safe and efďŹ cient working environment
Q & A panel session with senior industry experts and MEFMA board members
Mohamed Habbal, senior manager operability, Nakheel - Integrating FM from concept
Attend exclusive Master Classes! Topic: Sustainable development makes business sense â&#x20AC;&#x201C; ďŹ nancially, environmentally and socially. ¡ Sougata Nandi, B.Tech, M Tech, LEED AP, PMP; director sustainable development, Tecom Investments, Sustainable Energy and Environment Division (SEED) and Enpark
.
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Donâ&#x20AC;&#x2122;t miss out on a fantastic tour of the worldâ&#x20AC;&#x2122;s tallest hotel building The Rose Rayhaan Rotana. Learn how the experts overcame some of the most challenging FM requirements and continue to successfully manage this record-breaking project.
Topic: Transparent cost modelling, ďŹ&#x201A;exible contracts and input vs. output speciďŹ cation ¡ Nigel Lucker, divisional director, London & South West NB Entrust
For full conference details and delegate prices, visit: www.fm-expo.com For delegate enquiries, please contact David Wilson: +971 (0)4 438 0355 18 - 20 May 2010 Dubai World Trade Centre Dubai, United Arab Emirates
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SECTOR ANALYSIS
How ow ccan n smart ar t mete etering ssy ysstems e s benefi e efi fit buildin din ng owne ne ers, ten tenantss an nd faci acil iliti litiees man nag gers? Faciliti illities iess Manage ana agemen nt Midd dle East exam ex am miness th he opeeration n and ad dvan ntag gess of tth hiss grrowiing tecchnolog gy
he use of smart meters and sub-metering systems is rocketing worldwide, with the technology expected to become virtually a standard feature in buildings within the near future. As governments aim to raise their country’s green credentials and utilities firms seek to reduce consumption and optimise the use of available power and water supplies, the application of such automatic smart metering and sub-metering systems are being seen as ideal solutions. In fact, the technology is seen to be so beneficial that several countries have intro-
T
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duced legislation covering their application. Smart meters were introduced as a standard in the UK in 2008 by First Utility for customers in the Midlands. In December 2008 the UK Department of Energy and Climate Change announced a plan to install the meters in all homes by 2020. The Republic of Ireland’s Green Party Minister for Communications, Energy and Natural Resources has also pledged to introduce smart meters in every home
in the country by 2012 and a European Parliament mandate require EU member states to have in place smart meters with 80% coverage by 2020. Many other countries worldwide have taken similar pledges, with the USA and Scandinavian countries being among the biggest drivers of the technology. In the Middle East, the recent focus on energy efficiency and sustainable buildings is making these systems increasingly popular. In addition, the risk of insufficient utilities services being available to meet demand in the fast developing
May 2010 27
POWER AND WATER
region means solutions are being sought to reduce consumption. Sub-metering has been implemented in a large number of projects across a wide range of sectors and the technology being applied is becoming more sophisticated. One of the biggest benefits of the systems in this region is the ability to provide more accurate billing to individual users, with high-rise, multi-tenanted buildings the norm. In addition to ensuring that tenants are only charged for their actual consump-
“The meter data collected can be used for analysing the whole cooling system” Jarmo Heikkinen
tion, this has been proven to provide both financial and operational cost savings to the building owners due to a drop in consumption. “There is a clear difference in the consumption of energy as well as water in measured and non-measured cases,” reports Jarmo Heikkinen, general manager, Kamstrup Middle East. “At least 20% energy savings can be achieved as standard after meter installation according to European experience,” adds Heikkinen. “Definitely once the [metering] display is in a residence and monitored by the consumer they will see how they can minimise their usage and this will help the utilities,” agrees Bobby Krishnan, sales manager, Elster Metering. “A 30% reduction in use is possible,” Krishnan adds. In some cases up to 40% energy savings have been achieved by the installation of individual tenant meters.
20% ENERGY SAVINGS CAN BE ACHIEVED AFTER METER INSTALLATION 28 May 2010
There is a clear difference in the consumption of water in measured and non-measured cases, experts say.
Smart metering in operation In general, smart metering involves the use of advanced meters that have a number of additional functions to traditional versions, such as real-time sensors, power outage notification, and power quality monitoring. These functions enable the meters to accurately read consumption in real time, measure consumption over set time periods and can include the calculation of flexible energy tariffs. This data collected is then communicated automatically via a network to a central location for monitoring and billing. Rather than a single meter being installed for an entire building and the bill for usage being divided equally or according to the space used, individual meters are installed for every space or user and
bills made according to actual consumption. “If no meters are used the only way to share the cooling energy bill is to use square meter based billing,” stresses Heikkinen. This is of particular issue for building users that are not permanently based in their office or apartment and can cause significant knock-on effects for both developers and utilities consumption. “If, for instance, a tenant is living in their apartment for two months per year they still have to pay for cooling [they have not consumed when a single-metered system is in installed],” explains Heikkinen. ”This does not encourage the tenant to switch off the cooling, neither is it fair for them. At the end this will increase living costs in the building and the owner of the building will find it more and more difficult to find
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POWER SECTOR AND ANALYSIS WATER
new tenants after awareness of the matter spreads in the tenant market.” A typical smart metering system includes the installation of cooling energy (BTU) meters in the chilled water circulation pipe lines. A data collection module is included inside the meters and wired M-Bus or wireless radio hard wire system installed in the building; plus data collection software installed in a PC at a central location either within the building’s facilities management control centre or off site. “The overall operation of a system depends on whether [the operator] wants the features built-in or externally; the most important features are the software, communications system used and the meter itself,” explains Krishnan. “The type of communications system used depends on the type of building system installed, some have good infrastructures so PLC can be used, whereas others need to use GPRS technology,” Krishnan adds. Automatic Meter Reading (AMR) systems operate without manual intervention and typically collect the consumption val-
“Once the [metering] display is in a residence and monitored by the consumer they will see how they can minimise their usage” Bobby Krishnan
ues every night. “The meter data [collected] can be used for analysing the operation of meters and the whole cooling system; it is very, very valuable information,” stresses Heikkinen. An AMR exports the data into the billing system on a regular basis, with invoices thus produced for tenants.
The pros and cons A number of disadvantages associated with smart metering system have impeded its larger take-up to date, however a growing knowledge of the systems’ operation and technology advances, plus external factors such as pressure on utilities resources and the drive for energy efficiency are helping to overcome these issues.
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shed load to other areas of the building [with greater demand] when needed,” explains Krishnan.
Product developments
Energy bills can be pricey if sub-meters are not installed.
Capital costs; the dissemination of the data collected; and future-proofing of systems are among those factors cited as disadvantages of the technology. In addition, privacy issues have recently been questioned in some countries such as The Netherlands. The advantages offered by the systems far outweigh any potential disadvantages. In addition to fair billing for tenants and reduced energy and water consumption due to user awareness of consumption, lower maintenance costs are possible. Heikkinen explains: “[The systems enable] a survey of operation of the meters, which indicates to the operator possible meter failures and enables a quick reaction and no need for energy use evaluation for non-operation time,” explains Heikkinen. ”A survey of operation of the cooling system gives information of blockages, bottle necks, unbalance etc of the network,” he adds. Lower impacts on the mains utilities services is also possible as is optimising of usable supply. This is a particularly important factor in a region where the demand for utilities due to the fast construction of new buildings has been seen to outstrip the available supply in some areas. “[Smart metering systems] mean building owners can plan for future upgrades and can have a demand response feature, which allows them to
The technology for smart metering continues to advance, with some of the latest developments including new survey possibilities and wireless data collection. Power Line Carrier (PLC) communication is one of the latest features to reach the Middle East, reports Krishnan. Already used in other areas of the world this involves using the existing copper cable to transmit the information from the meters and is cheaper than some alternative methods. “No-one has used here yet but there are two projects in the pipeline, so we should see results in one year,” reports Krishnan. A number of products are offered by manufacturers for use in smart metering systems. Kamstrup’s portfolio includes the Multical 601 advanced calculator and Ultraflow 14 flow sensors. Ultraflow 14 is a static flow sensor based on the ultrasonic measuring principle for use in cooling installations that have water as the heat transfer medium. Multical 601 receives volume pulses from the connected Ultraflow 14 and calculates the energy for every pre-determined water volume. The energy calculation includes temperature measurements in flow and return as well as correction for density and heat content according to EN 1434. Kamstrup has recently introduced a USB Meter Reader to the region, which
SMART METERING SYSTEMS: THE BENEFITS • Fair billing for tenants, who pay for actual consumption • Encourages energy and water saving as users are more aware of consumption • Reduced impact on the utilities services due to reduced overall consumption • Advanced systems indicate potential meter failures, simplifying maintenance and reducing breakdowns • They can be used to survey the cooling system operation giving details on blockages, bottlenecks and unbalance, enabling corrections for efficiency • Real-time consumption data available • Reduction in maintenance costs
May 2010 29
SECTOR ANALYSIS
enables reading of electricity, heat, cooling and water readings in three to five seconds; involves no complicated IT set-ups and offers a low cost solution for small systems. The firm has a number of further launches planned for 2010. The MC402 cooling energy meter range is scheduled for release in July. In the same month the firm plans to launch the M-Bus Master, which provides cost savings by enabling the integration of AMR and BMS in the same network. Elster Metering products are available in the UAE from Al Tayer. The firm offers total enterprise automated meter reading (AMR) and advanced metering infrastructure (AMI) solutions that can be tailored to meet individual client metering system needs. Elster’s advanced energy information management systems enable utilities, energy marketers and customers to monitor and manage electricity usage, power quality and reliability. It’s EnergyAxis smart metering solutions are engineered on open standards, allowing interfacing with a wide range of third-party technologies. Elster’s Meridian enables users to automatically perform meter data acquisition, analysis and reporting; streamlining processes, lowering costs, ensuring consistency, and improving productivity. Data from meters can be read and consolidated into reports or summaries for analysis and forwarding to others. Meters can be read remotely via telephone or locally via directwired connections. Automated scheduled meter readings can be set up for varying time periods according to client needs.
One of the biggest benefits of the systems in this region is the ability to provide more accurate billing to individual users.
“A survey of operation of the cooling system gives information of blockages etc. of the network” Jarmo Heikkinen
Billing registers, interval data and power quality information can be read and stored, thus enabling valuable historical meter data analysis. Smart metering and energy management solutions specialist Landis & Gyr
also offers a wide portfolio of products in the Middle East including meters for residential, commercial and industrial applications. Its scalable AMM software has open architecture for easy localisation and customisation. A fourth generation AMR system, it offers flexible metering and billing. The firm’s Imega software enables automatic meter reading via the internet, lowering communication costs and shortening reading times. Imega is the interface between a meter and an automatic meter reading (AMR) system and can manage a list of dynamic IP addresses of internetconnected meters.
MULTI-STOREY DWELLINGS: Energy consumption for heating and hot tap water Topperne, Individual metering from 01.93
20 15 10 5 0 1991
1992
1993
1994
Alberts Lund Nord, Individual metering from 02.96
1995
1996
1997
1998
Banehegnet, Individual metering from 01.96
1999
2000
Data collected using meters in Europe over a ten year period shows the amount of water and heating consumed in MWh/100m2. 30 May 2010
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PROJECT TRACKER
PROJECT FOCUS QATAR PROJECTS DATABASE - BUILDING PROJECTS FOCUS PROJECT TITLE Al Jassimya Tower
CLIENT Sheikh Jassim Bin Khalifa
CONSULTANT EGEC
MAIN CONTRACTOR Commodore Qatar Construction
VALUE / VALUE RANGE (US$ MN) 31 - 100
PROJECT STATUS project under construction
PROJECT TYPE Commercial Buildings
New Qatar National Museum Qatar Museum Authority / QP
Jean Nouvel
Not Appointed
31 - 100
project under design
Recreational Facilities
Al Attiyah Office Building
Sons. of Abdulla Bin Hamed Al Attiyah
Arab Engineering Bureau
Construction & Reconstruction Company
27
project under construction
Commercial Buildings
Al-Wakra Hospital
Public Works Authority
GHD Global
Joannou & Paraskevaides Overseas
508
project under construction
Hospital
New Arrival Terminal at DIA - Package 2
Qatar Airways
GHD Global
Arabian McNamara Contracting
16 - 30
project under construction
Airport
Mesaieed Housing Development - Phase 2
QP/Qatar Real Estate Investment Company
Arab Engineering Bureau
Not Appointed
2,000
project under design
Residential Development
Al Emadi Twin Towers
Mohammed Esmail Al Emadi
Arab Consulting Engineers
Not Appointed
101 - 250
project under design
Commercial Buildings
Al Majid Residential Tower
Ahmad Mahdi Ali Al Majid
Arab Engineering Bureau
Al Seal Contracting
57
project under construction
Residential Buildings
Sidra Medical & Research Centre
Qatar Foundation
Cesar Pelli & Associates/ Ellerbe Becket
OHL/Contrack International
2400
project under construction
Hospital
Library for Qatar University
Qatar University
Arab Architects Group
Tadmur Contracting & Trdg Est.
69
project under construction
Educational Facilities
Residential Building in Fox Hills
Buzwair Real Estate/QDREIC
Faim Design
Not Appointed
2.5 - 15
project under design
Residential Buildings
Apartment Building at Al Sadd
Mr. Nasser Abdul Aziz Nasser Al Nasser
Consulting Engineering Group
Not Appointed
16 - 30
award awaited for the main contract
Residential Buildings
Palm Towers
Dar Investment & Development Co.
M.Z. & Partners
Al Seal Contracting
218
project under construction
Mixed Use
Business Park & Hotel Facilities in Najma
Shk. Mohammed Bin Hamad Al Thani
Arab Engineering Bureau
Redco Construction
101 - 250
project under construction
Mixed Use
Labour Accommodation at Wakrah - Phase 2
Public Works Authority
Al Aqsa Consulting & Engineers
Ramco Engineering
5
project under construction
Residential Buildings
Samiriya Towers
Ali Mohammed Al-Khayareen
M.Z. & Partners
Gulf East Trading & Contracting
124
project under construction Commercial Buildings
Manarat Lusail
Mohamed Abdel Ghani Al Mansouri
Architectural Consulting Group
Not Appointed
31 - 100
project under design
Commercial Buildings
Doha High Rise Office Building
Sheikh Saoud Bin Mohd Bin Ali Al-Thani
Consulting Engineering Group
China State Construction Engineering Company
125
project under construction
Commercial Buildings
St. Regis Hotel & Residential Towers
Al Fardan Real Estate
Dar Al Handasah
Construction Development Company
412
project under construction
Mixed Use
Tivoli Showroom & Office Building
Tivoli Furniture
Gulf Design Concept
Al Darwish Engineering
16 - 30
project under construction
Commercial Buildings
Office/Residential Building at Najma
Abdul Jaleel Abdul Ghani Nasser
Consulting Engineering Group
Not appointed
41
award awaited for the main contract
Mixed Use
Note : The above information is the sole property of Ventures Middle East LLC and cannot be published without the expressed permission of Ventures Middle East LLC, Abu Dhabi,
32 May 2010
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