Transcript JLL - HKPM - Site Employee Induction

Induction for Site Staff
Hong Kong Property Management
Agenda
• Know Your Client
• Building Organization Chart
• Under the management agreement, what are our responsibilities?
• Building Introduction
• Maintenance Contractors
• Designated Fit-out Contractors
• Emergency Preparedness
• Incident Management
• Procurement Management
• Fit-out Management
• Security Management
• License Management
• IT Systems
2
Know Your Client
In the following organization chart, who is your client representative?
Title : XXX <Insert photo>
Chairman
Title : XXX <Insert photo>
Vice-Chairman
Title : XXX <Insert photo>
Secretary
Title : XXX <Insert photo>
Finance
Board Members
Owners’ Representative
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Property Management : Building Organization Chart (Sample)
Property Manager
Property Officer (Day
shift)
Senior Property Officer
(Mid shift)
Property Officer (Night
shift)
Assistant Property
Officer
Assistant Property
Officer
Senior Property
Assistant
Senior E&M Engineer
Senior Technician
Senior Technician
Customer Service
Officer
Customer Service
Assistant
Senior Property
Assistant
Senior Property
Assistant
Senior Property
Assistant
Technician
Technician
Property Assistant
Property Assistant
Senior Property
Assistant
Technician
Technician
Property Assistant
Property Assistant
Senior Property
Assistant
Property Assistant
Property Assistant
Property Assistant
Property Assistant
Property Assistant
Property Assistant
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Under the management agreement, what are our responsibilities?
Common Area Management
- Repair and maintenance
- Security
- Cleaning
- Operations
- Landscaping
- Financial management
- Fit-out management
- Concierge services
- Procurement
- Contractors management
- Emergency incidents handling
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Under the management agreement, what are our responsibilities?
Tenancy Management
- Leasing management
- Rental collection
- Remittance
- Maintenance
- Unit settlement
- Expenses payment
- Security
- Cleaning
- Facilities management
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Management Agreement : Key Performance Indicators (Sample)
Service Element
1. Cleaning
Service
2. Security
Service
Service Attribute
Handling of complaint related to cleaning
service
Key Performance Measures
Arrival for handling within 30 minutes during office
hour
Arrival for handling within 60 minutes during nonoffice hours
Emergency Call
Arrival for handling within 5 minutes
Patrolling route and frequency done in
accordance with the pre-set schedule
100%
Tele-protection done in accordance with
the pre-set schedule
100%
Normal functioning of system components
>95% excluding scheduled maintenance
Change of video tapes
Less than one minute (image not captured)
Security audit
Once annually
Change of access code
Quarterly
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XX Building Introduction
General Building Information
Building height
No. of floors (above ground)
No. of floors (below ground)
Total area
Gross floor area
Height between floors
Floor load
Zoning arrangement
Location of carpark
Location of refuge floor
Type of building plastering
Type of building curtain wall
Distinguishing factors of the
building
Awards / certification achieved
Name of key clients in building
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Building Information  Central Air Conditioning System
Central A/C system category
Air-cooled / Water-cooled
Central A/C system type
Reciprocating/helicoil/centrifugal
Central A/C system brand
Trane/Carrier/York/McQuay
Central A/C system quantity
Cooling capacity of each of the
central air-conditioning system
Subregional arrangement (if any)
Night time central A/C system (if any)
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Building Information — Air-conditioning Systems in Tenants’ Units
PAU brand
Sinko/ Carrier / Trane / etc.
PAU cooling quantity
AHU brand
Sinko/ Carrier / Trane / etc.
AHU cooling quantity
AHU quantity
Fan coil brand
Fan coil model
600cfm, 800 cfm, 1000 cfm and 1200 cfm
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Building Information – Power Supply and Distribution System
Transformer quantity
Transformer capacity
Emergency generator quantity
Emergency generator capacity
Emergency power supply for tenants
Yes / No
Power supply standard for each floor
220A/3-phase
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Building Information – Fire System Services
Item
Scope of Services
Fire hose reel
Gas pressure systems such as
FM200, CO2, etc.
Dry sprinkler system
Water sprinkler system
Drencher system
Fire extinguishers
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Building Information - Lifts
Scope of Services
Carpark
Lower Zone
Mid-Zone
Upper Zone
Whole Building
Lift type
Passengers
lift
Passengers
lift
Passengers
lift
Passengers
lift
Cargo lift
Lift brand
Designated lift
number
Servicing floors
Lift processing
capacity
Maximum operating
speed
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Building Information - Escalators
Scope of Services
Escalator brand
Designated escalator number
Servicing floors
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Building Information - Public Antennas and Satellite TV system
Name of Telecommunications Services Provider (Sample)
- PCCW
- Hutchison
- SmarTone
- Etc.
TV channels that can be received
- ESPN
- HBO
- CNN
- BBC
- Etc.
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Building Information - Building Operating Hours
Monday to
Friday
Saturday
Sunday
Public Holidays
Carpark operating hours
Normal A/C supply hours
Normal operating hours
for public lighting system
Normal lift operation
hours
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Maintenance Contractors
Name of Contractor
Air conditioning system
Fire system
Lifts and escalators
Power system
Emergency generator
Gondolas
Public announcement system
Patrol system
Satellite TV
Carpark management system
Access management system
CCTV
Building automation system
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Designated Fit-out Contractors
Contractor 1
Contractor 2
Contractor 3
Air conditioning
system
Fire system
Drainage system
Power system
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Emergency Preparedness
Emergency Preparedness
If the following incident occurred at the building, how should you deal with it?
• Flooding
• Fire
• Power outage
• Lift failure
• Gas leakage
• Bomb threat
• Crime
• Someone committed suicide
• Traffic accident
• Public media inquiries
• Chemical leakage
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Emergency Preparedness : Emergency Contact List
(Staff/ Contractor/ Utility/ Government Dept.)
Enter these numbers into your mobile now!
Emergency Contact Number
Property Manager
Building Engineer
<Fire service contractor>
<Air conditioning contractor>
<Electrical contractor>
<Plumbing & drainage contractor>
Gas company
Electricity company
Drainage Services Department
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Emergency Preparedness : Emergency Tools
Type of Tool
Location
Condition Ready to
be Used (Yes/ No)
Respirator
Yes/ No
Safety Ropes
Yes/ No
Emergency Wash Kit
Yes/ No
Fire Blanket
Yes/ No
Sand Bag
Yes/ No
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Emergency Preparedness : Drill
• Fire drill is conducted in <month>
• Perform drill as in a real emergency scenario
• Be familiar with the escape routes & follow all of them
• Help maintain order & usher drill participants during drill to <refuge area>
• Take roll call of drill participants as directed by the BIC
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Emergency Preparedness : Critical Valve Locations
Type of critical valve
Location
Zone valve of chilled water system
Main valve of fire service system
Main gas valve
Main valve of flush water system
Main valve of cold water supply
Main valve of hot water system
Main drain valve of chilled water system
Main drain valve of fire service system
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Incident Management
Application
This ‘Incident Management’ Policy applies to all significant incidents that occur
within but not limited to the following business segments in Asia Pacific:
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•
•
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•
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Integrated Facilities Management
Investor Major Accounts
Asset Management Services
Property Management
Engineering & Operations Solutions (EOS)
Critical Environment Management (CEM) sites
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Nature of Incidents Covered
The Incident Management Policy directive is compulsory for all applicable
managers and staff in Asia Pacific. It covers, but is not limited to the
occurrence of:
•
•
•
•
•
•
•
•
•
•
•
Unethical practice
Unlawful incidents or regulatory breach
Fraud
Embezzlement
Bomb Threat
Terrorist Attack
Incidents or near-misses leading to a client’s or tenant’s actual or potential financial
damage
Incidents or near-misses leading to actual or potential bodily injury/death
Incidents or near-misses leading to an actual or potential insurance claim
Incident or near-misses leading to a contract performance failure
Critical Environment Management incidents (CEM incidents)
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Classification of Incidents
Incident Severity Level (ISL) assessment
An ISL is to be applied to all incidents, be they of a corporate or a property
operations nature. The ISL, once entered into OneViewRiskManagement
(with access by surveyors and Customer Service Centre) is the basis by
which the incident is escalated.
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Classification of Incidents (cont’d)
Incident Severity Level 1 (ISL 1)
•
•
MINOR Severity – LOCAL ACTION REQUIRED
A controlling response to address the loss is required. Escalate per local policy.
Schedule the response ASAP and be prepared to escalate further
Types of Incidents such as :
• Injuries from slipping or falling at height,
• Moderate medical treatment,
• Collapsed caused by injuries,
• The need for non-planned evacuation of certain areas of the property,
• Slight Legionnaire's disease was found (>10cfu/ml and <100cfu/ml),
• Direct or indirect financial loss of more than USD 1,000 but less than USD
5,000
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Classification of Incidents (cont’d)
Incident Severity Level 2 (ISL 2)
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•
•
MEDIUM Severity
BUSINESS SEGMENT ACTION REQUIRED
Escalate in keeping with your Business Segment policy. Requires Immediate
Notification & Escalation after control has been established
Types of incidents such as :
• Critical Environment Management (CEM) incident,
• Serious injury that needs to be sent to the hospital,
• Incidents that lead to a negative local media coverage of the incident,
• Environmental violation (e.g. pollution),
• The need for unplanned evacuation of the whole building,
• Moderate Legionnaire's disease was found (>100cfu/ml and <1000cfu/ml),
• Direct or potential financial loss of more than USD 5,000 but less than USD
50,000
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Classification of Incidents (cont’d)
Incident Severity Level 3 (ISL 3)
•
•
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MAJOR Severity
REGIONAL ESCALATION REQUIRED
Requires Immediate Notification & Regional Escalation ASAP
Types of incidents such as :
• The death of staff or public individual,
• Major environmental violation causing pollution,
• Severe Legionnaire's disease was found (>1000cfu/ml),
• Disaster incident causing public attention,
• A serious incident occurred at the Data Center,
• Incidents causing the chance to lose a major client,
• Direct or potential financial loss of more than USD 50,000
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Incident Reporting Time Limits
All incidents should be reported within the following time limits:
Need to use “OneViewRiskManagement” for formal notification:
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ISL 1 not related to Critical Environment Management : Within one working day after the
incident occured
ISL 2 not related to Critical Environment Management : Within 16 hours after the incident
occured
ISL 3 not related to Critical Environment Management : Within 8 hours after the incident
occured
-
ISL 1 / 2 related to Critical Environment Management : Within 12 hours after the incident
occured
ISL 3 related to Critical Environment Management : Within 6 hours after the incident
occurred
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Actions Required
ISL 1
•
Staff reporting the incident
•
Notify building manager/site representative by phone/email
•
Implement measures to stabilize the site situation or prevent the continued worsening of the
incident
•
Provide appropriate comfort for the victims
•
Collect all the information related to the incident so that the relevant colleague can fully
understand the whole process of the incident
•
Fill out an incident report for ISL 1, email or fax the form before noon one working day after
the incident occurred, to the head office staff who is responsible for inputting the incident data
and periodically update the status of the incident.
•
Staff inputting the incident data
•
Login to “OneViewRiskManagement” and input incident data in Chinese or English
•
Save the incident related data
•
Building Manager / Site Representative
•
Assess the severity of the incident and to make necessary internal reporting
•
Appropriate deployment of resources to deal with incident
•
Submit investigation report to OneViewRiskManagement within 28 days
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Actions Required (cont’d)
ISL 2
•
Staff reporting the incident
•
Notify building manager/site representative by phone/email
•
Implement measures to stabilize the site situation or prevent the continued worsening of the
incident
•
Provide appropriate comfort for the victims
•
Collect all the information related to the incident so that the relevant colleague can fully
understand the whole process of the incident
•
Fill out an incident report for ISL 2, email or fax the form within 8 hours after the incident
occurred, to the head office staff who is responsible for inputting the incident data and
periodically updating the status of the incident.
•
Staff inputting the incident data
•
Login to “OneViewRiskManagement” within the specified time and input incident data in English
•
Save the incident related data
•
Update the status of the incident
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Actions Required (cont’d)
ISL 2
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Building Manager / Site Representative
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Notify PM Head immediately by phone/email
Appropriate deployment of resources to deal with incident
Inform client and regularly update on the incident situation
Fill out incident report, only send the report to the client after the approval of JLL Legal
department
Submit the root cause analysis report to OneViewRiskManagement within 45 days
PM Head
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•
•
•
•
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Notify Asia Pacific PM Risk Management Manager (Peter Bylsma) immediately by phone/email
Notify North Asia Engineering & Operations Solutions (Steve Chan) immediately
Provide advice / resources to deal with incident
Coordinate with other departments for follow-up work after the incident
Confirm the recommendations of the root cause analysis report
Information and feedback to be provided for senior management, so that they can share the
experience in dealing with the incident
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Actions Required (cont’d)
ISL 3
•
Staff reporting the incident
•
Notify building manager/site representative by phone/email
•
Implement measures to stabilize the site situation or prevent the continued worsening of the
incident
•
Provide appropriate comfort for the victims
•
Collect all the information related to the incident so that the relevant colleague can fully
understand the whole process of the incident
•
Fill out an incident report for ISL 3, email or fax the form within 4 hours after the incident
occurred, to the head office staff who is responsible for inputting the incident data and
periodically update the status of the incident.
•
Staff inputting the incident data
•
Login to “OneViewRiskManagement” within the specified time and input incident data in
English
•
Save the incident related data
•
Update the status of the incident
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Actions Required (cont’d)
ISL 3
•
Building Manager / Site Representative
•
Notify PM Head immediately by phone/email
•
Appropriate deployment of resources to deal with incident
•
Inform client and regularly update on the incident situation
•
Fill out incident report, only send the report to the client after the approval of JLL Legal
department
•
Submit the root cause analysis report to OneViewRiskManagement within 45 days
•
Submit the detailed investigation report to OneViewRiskManagement within 45 days
•
PM Head
•
Notify Eric Lee immediately by phone/email
•
Notify Asia Pacific PM Risk Management Manager (Peter Bylsma) immediately by
phone/email
•
Notify North Asia Engineering & Operations Solutions (Steve Chan) immediately
•
Provide advice / resources to deal with incident
•
Coordinate with other departments for follow-up work after the incident
•
Confirm the recommendations of the root cause analysis report
•
Information and feedback to be provided for senior management, so that they can share the
experience in dealing with the incident
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The Role of Risk Management Manager
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Administrator of “OneViewRiskManagement”
To receive a ‘reminder’ for all new incidents
Consolidate information of the incident
If necessary, coordinate with the crisis management team
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Procurement Management
Selection of Supplier / Contractor
The buyer may have free choice to choose any supplier/contractor from the
Approved Supplier List (ASL), except:
- The purchase is placed by client or;
- The supplier / contractor is appointed by the client or;
- The supplier / contractor is a nominated service provider for a specific
building services / maintenance bound by the respective agreement;
- The item(s) is stated in the Approved Exemption List from the ASL.
The buyer should keep the supporting document for record purpose.
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Initiation and Approval of Purchase Order / Contract
Formal purchase document is required for purchase of goods or
services with value exceeding HKD $3,000.
No purchase order or contract is required for:
A) Goods or services with value below HKD $3,000;
B) Monthly or regular maintenance fee;
C) Cost of ongoing legal action
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Obtaining Quotation / Tender
Stipulated below is the minimum number of quotations that the
Buyer should obtain:
Purchase Amount
Minimum No. of Quotation required
Less than or equal HK$3,000
Nil
HK$3,001 – HK$5,000
One
HK$5,001 – HK$10,000
Two
HK$10,001 – HK$100,000
Three
Over HK$100,001
Five
The above rule must be strictly adhered except for the case that Client gives
special instruction, or
When emergency situation is encountered and approval is obtained from the
Team Leader
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Quotation Requirement
Exception
In the following cases, the buyer may be exempted from quotation or
tender process:
 Supplementary orders;
 The supply of specified services or materials bound by the
maintenance or service contract;
 The services or materials to be provided by the sole agent or by the
original equipment supplier
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Initiation and Approval of Purchase Order/ Contract
Purchase order / contract to be approved by the authorized
buyers as below:
Amount
To be Approved by
Less than or equal HK$5,000
Surveyor or above
HK$5,001– HK$10,000
Manager or above
HK$10,001 – HK$1,000,000
Team Leader
HK$1,000,001 – HK$2,000,000
Group Leader
HK$2,000,001 – HK$5,000,000
Division Head or 2 Group Leaders
Over HK$5,000,000
Division Head
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Change / Cancellation of Purchase Document
• Any change of PO’s content, cancellation of the provisions PO, both
supplier and our Finance Dept. will be informed.
• Re-approval of PO is required as mentioned above.
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Tender Requirement – Single-owned Property



Quality advice to be provided to
meet the client’s business
objectives.
Compliance to the service
requirement stated in the
management agreement.
Any PO value exceeding
HKD$30,000, tender is required.
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Tender Requirement – Properties with a formal Deed of Mutual
Covenant established
Under the Building Management Ordinance (Cap.344), guidelines stated in
section 20A(2) and subsection 2B, if the value of any purchase exceeds or is
likely to exceed the following terms: --
- The sum of HKD $200,000 or;
- A sum which is equivalent to 20% of the annual budget of the
property
(whichever is the lesser, shall be procured by invitation to tender)
Where the sum of any purchase is equivalent to 20% or above of the annual
budget, whether a tender submitted for the purpose is accepted or not shall
be decided by a resolution of the owners passed at the Annual General
Meeting.
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Tender Requirement – Properties with a formal Deed of Mutual
Covenant established (cont’d)
Tendering can be exempted in the following cases:
A)
B)
C)
the supplier / contractor is the provider of supplies, goods or services for the
building at the time;
the relevant supplies, goods or services are of the same type as any
supplies, goods or services which are for the time being supplied to the
building by the supplier / contractor;
the building decides by a resolution of the owners passed at a General
Meeting of the building that the relevant supplies, goods or services shall be
procured from that supplier/contractor on such terms and conditions as
specified in the resolution, instead of by invitation to tender.
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Fit-out Management
Fit-out Management : Documents to be provided by occupants /
contractors (if applicable)
• Provide drawings for vetting
• List of contractor staff
• Copies of workers’ permits
• Emergency contact list
• Hot works permit
• Risk assessment report
• Occupational Health & Safety Plan
• Safe work method statement
• Contractor All Risk insurance or Public Liability insurance
• Material Safety Data Sheet (MSDS’s)
• Fit-out deposit
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Fit-out Management : During the fit-out period
Please strictly enforce the following requirements:
• All construction workers need to wear working permits issued by the management office
• Make adequate protection for the affected areas
• Provide portable fire extinguishers
• Set up of First-aid box
• Shall not interrupt / isolate power supply, air-conditioning or fire services without
permission
• Shall not carry out structural cutting or drilling without approval
• Shall not engage in noise generating work without approval
• Do not cause disturbance or offensive behavior to other tenants
• Clean up the garbage in the fit-out area each day
• Loading or unloading of construction materials need to be coordinated with the
management office in advance
• Transportation of materials must be done within the agreed time and route
• Act in accordance with all the fit-out regulations
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Fit-out Management : Isolation of fire or major systems
notification
• Isolation works of fire or other major systems must be pre-arranged through
the building management office
• Any isolation of fire or other major systems must be pre-approved, and
notices shall be sent to all potentially affected units prior to isolation
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Fit-out Management : Completion of fit-out works
• Ensure the normal operation of the various facilities of the building, such as
valves, fans and power distribution components, etc.
• Ensure the fit-out works are carried out in accordance with the approved fitout drawings
• Ensure that all defects / flaws have been fixed
• Ensure that other tenants had not suffered any impact / loss from the fit-out
works
• Ensure that all tools / waste are removed from the fit-out site
• Ensure that all affected areas have been cleared
• Fit-out deposit will be detained if the above items have not been properly
handled
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Security Management
Security Management : Visitors Registration
(Commercial Building)
• Register the personal information (such as ID card number or work permit
number) of all visitors in office hours*
*Please refer to the building-specific requirements for residential projects
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Security Management : Non-office Hour Management
(Commercial Building)
• No one shall be in the building overnight
• Please keep the door closed and locked from <xx:xx> to <xx:xx>
• After <xx:xx>, record the information of all personnel leaving the building
• After <xx:xx>, review all cargo moving out of the building and movers,
verify access permit documents
• Intercept any persons found loitering or acting suspiciously
• Keep a portion of the passengers lifts and cargo lifts locked
• Occupants / tenants are required to provide the number and working
hours of people staying within their units
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Security Manage : Key Management
• All keys should be properly labeled
• All keys should be properly stored in the building’s key cabinet
• Never lend the master keys to un-authorized employees
• All keys must be registered in the Key Register before being lent out
• Borrower of the keys will be required to return the keys within the same
day
• Plant room keys should be permanently locked up in the key cabinet
• All temporary access cards should be numbered and the user information
should be registered
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Security Management : Vehicles Management
• Check parking permit to ensure its effectiveness
• Be familiar with lane access, security facilities and fire system facilities
• Register the vehicle’s entry / exit information (including vehicle number and
access time)
• Drivers that violated parking regulations / traffic signs should be prohibited
from entering
• Arrange at least one staff responsible for managing the cash register
• If the vehicle owner reports a lost ticket, the staff must record the personal
information of the vehicle owner and the license plate number
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License / Certificate
Please pay special attention to license / certificate expiration date
Personal
Equipment
System
Green Card
Lift
WR2
Security Personnel Permit
Escalator
FS251
Competent Person
Pressure vessel
Fire damper
Certified worker
Construction workers
Electrician license (R/A/B/C/H)
Licensed plumber
Licensed gondola worker
Aluminum scaffolding (Form 5)
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IT Systems
IPMP
The Individual Performance Management Program
(IPMP) allows employees and managers to create
electronic Performance Agreements.
Performance Agreements are comprised of specific
objectives from six categories:
•Contribute to growth of company.
•Enhance own professional and personal skills.
•Meet assigned financial targets.
•Provide superior client service.
•Provide superior employee management.
•Source and development new business opportunities.
Each category is weighted to signify its importance in
the employee’s overall performance.
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Connect
• Connect is the new Jones Lang LaSalle
intranet, where employees find global,
regional and local company information
and expertise about how we serve clients
and conduct our business across the 3
regions: Americas, Asia Pacific, and
EMEA.
• Connect can also be accessed at home
https://connect.joneslanglasalle.com/AP/
Pages/Default.aspx
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OneView
OneView is our web-based technology
platform which provides mainly our Clients
with a single portal for all information
relating to their real estate portfolio.
By bringing all information into one place,
OneView
•Eliminates barriers to collaboration
•Empowers quick decision making
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SMART
It is a Property Management Reporting System
covering the following aspects:
•Financial and operational reporting
•Access control
•Support procedures and control
•Lease setup and multi-leases
•Multi-billing
•Collections
•Statutory reporting requirements
•Management of buildings
•Tech driven process improvements
•Audit trail
•Reporting process acceleration
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MyGreenManager
MyGreenManager is an in-house website for
head office and site staff, providing access to
useful info, such as:
Latest company news & activities
Latest notices to site staff
Latest topics for winning ideas related to
various operations
Suggestion forums
List of environmental agency websites and
hot topics
Photo albums
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Thank You!