SEMINAR PENGURUSAN ASET SEKTOR AWAM 2016

Delivering improvement, creating value

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- Pengurusan Prestasi Kontrak Konsesi Pengurusan & Penyenggaraan Bangunan Gunasama KerajaanPersekutuan (Zon Selatan dan Zon Sarawak)

Fauzi Che MohamadAmbang Wira Sdn Bhd 12.10.2016

Pengenalan Kontrak Konsesi

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Privatisation Agreement In Respect of Building Maintenance Support Services for

Government Buildings (Southern Zone and Sarawak Zone)

Government’s

RepresentativeKetua Setiausaha, Kementerian Kerja Raya Malaysia

Concession

Period10 Years (1 Jan 2016 to 31 Dec 2025)

Comprehensive Maintenance Critical Asset Refurbishment

Duly Authorised

Officer

Setiausaha Bahagian

Bahagian Pengurusan Fasiliti (BPF)

Kementerian Kerja Raya Malaysia

Ketua Pengarah

Jabatan Kerja Raya Malaysia

(JKR)

Concession

Company

Ambang Wira Sdn Bhd

Contract Building Southern Zone – 9 blocks

Sarawak Zone – 28 blocks

Services, Operational Concept & Service Level

SERVICES

• Facilities Engineering Services –Mechanical, Electrical, Civil & Structural, Architectural

• Grounds & Landscape Services

• Cleaning & Hygiene Services

• Pest Control Services

• Security Control Services

• Operational Concept

TRPI

• Service Levels and Performance Indicator

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MAP1-Planned

Preventive Maintenance

MAP2-Corrective

Maintenance including

Routine Corrective,

Breakdown and

Emergency Maintenance

MAP3-Schedule

Corrective Maintenance

MAP4-Recommending

Beyond Economic

Repair (BER)

MAP5-Define

Reimbursable Works

etc

Scope of Works

Requirement

Standard

Indicator

3.1.1 The Concession Company (CC) shall throughout the Concession Period, provide the Servicesto all Contract Buildings under this Agreement in accordance with the Master Agreed Procedures (MAP) and shall comply with the Technical Requirement and Performance Indicators (TRPI).

MAP

MAP (Sample)

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TRPI (Sample)

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Model for Continuous Improvement

PLAN - Establish the Objectives

and Processes

Manpower Planning – Nos,

Competencies, Attitude

Infrastructure Planning - tools,

equipment, technology

ISO9001:2008 – Quality Manual,

Quality Procedures & SOPs

Establish output expectation –

Individual KPIs

ACT - Maintain and Improve

Effectiveness

Document the results, analyze, identify

root-cause, remedial action

Monthly Report (to KKR)

Regional Meeting – 3M

‘Mesyuarat Pemantauan Penswastaan

(KKR) – 4M’

DO - Implement the Plan, Execute

the Process, Make the Product

(Service Delivery)

Implementation and Operate

Maintenance activities

CHECK - Monitor and Review the

Actual Result

ISO9001:2008, Quality Objectives – 1M

ISO9001:2008, Audit (Internal (1Y),

External (1Y))

ISO9001:2008, Customer Satisfaction

Survey (CSS) – 6M

Kajian Kepuasan Pelanggan (KKR) –

6M

Quality Procedure, Morning Briefing –

Daily

Quality Procedure, Vendor Performance Mgt – 1Y

Lawatan Pemantauan - Laporan

Ketidakakuran, LKA (KKR) – 3M6

Contract: Scope of

Services

Services

Level

Output: Contract

Compliance

Customer

Satisfaction

PLAN

- Work Processes, ISO9001:2008, Quality Procedures & SOPs

• Establish ‘Quality Procedures and Standard Operating Procedure (SOP)’ related to our activities, in

line with Contract requirements and specifications:

Scheduled Maintenance Procedure

Unscheduled Maintenance Procedure

Cleaning Services Procedure

Procurement & Contract Procedure

Security Control Services Procedure

etc

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PLAN

- Individual KPI

• To ensure all our staff understand their responsibilities and Company’s expectation

• Every category of staff will be having a set of a standardized KPI

SAMPLE – KPI for Building Manager

SAMPLE – KPI for Technician

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CHECK

- ISO9001:2008, Audit

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Quality Audit (1Y)

Examine whether the services that is delivered conforms to the requirement i.e. specifications, performance standards and customer

requirements

Internal (internal pool of auditors)

. NCR, Major

. NCR, Minor

. Observation

. Opportunity for Improvement

. Noteworthy Effort

External (by DNV)

. NCR, Major

. NCR, Minor

. Observation

. Opportunity for Improvement

. Noteworthy Effort

ACT

- Audit Result, External Auditor (DNV)

Findings 2008 2009 2010 2011 2012 2013 2014 2015 2016

Major NCR 0 0 0 0 0 0 0 0 0

Minor NCR 3 2 3 2 1 3 0 1 0

Observation 6 8 5 0 5 3 9 7 1

OFI 5 2 4 2 4 2 2 1 3

Noteworthy Efforts 1 1 2 2 3 2 0 1 2

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• Section 4.1.1 requires to define and document Quality Policy and Quality Objectives for quality and

commitment to quality.

• Quality Objectives are the measurable steps towards achieving Quality Policy

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CHECK

- ISO9001:2008, Quality Objectives (1M)

Quality Objective 2010 2011 2012 2013 2014 2015

100% Planned Preventive Maintenance

(PPM) carried out for the month99.24% 99.24% 100% 100% 99.52% 99.99%

90:10 Corrective Maintenance (CM) to

Breakdown Maintenance (BD) ratio96:4 98:2 98:2 98:2 97:3 97:3

Deduction not more than 0.25% 0.25% 0.25% 0.28% 0.28% 0.10% 0.10%

100% Compliance to statutory

requirements

97% 96% 96% 97.90% 99% 99.54%

Attain 85% Customer Feedback Survey 86% 87% 87% 87% 88% 87%

Monitoring Quality Objectives at Contract Building

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• MAP10, Clause 5.0, Procedure

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CHECK

- MAP10, Performance Audit by MOW (3M)

• ISO9001:2008 Standard there are 2 (two) requirements:

• to measure customer satisfaction

• to identify customer requirements

• The Customer Feedback Satisfaction Survey is designed to meet these two requirements

• 6-Monthly exercise or twice a year

• Form

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CHECK

- Customer Satisfaction Survey (CSS)

ZON 2008 2009 2010 2011 2012 2013 2014 2015

Sarawak Zone A 71.50 82.15 85.38 84.59 83.43 84.54 87.13 86.95

Sarawak Zone B 70.68 80.99 81.29 84.81 82.54 85.23 84.82 83.14

Sarawak Zone C 70.13 82.64 82.15 84.81 87.64 87.44 86.83 84.06

Southern Zone 71.59 89.08 90.08 89.70 90.38 89.42 89.99 88.92

Sarawak Zone 70.77 81.93 82.94 84.74 84.54 85.74 86.26 84.72

Concesion 71.18 85.50 86.51 87.22 87.46 87.58 88.13 86.82

Managing Contractor’s Performance

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Monitoring Performance

• Non-Conformity?

SCAPAR• Supplier Corrective and Preventive

Action Request Form

•Notify the contractor

• Investigate

•Corrective and preventive action

Performance Evaluation

Termination/

Renewal

• Not able to comply with corrective action?

• Termination

• Monitor corrective and

preventive action

• Yearly basis exercise

Q&A

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