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In Vietnam, the Building Operation Management service became popular in the 2000s - the time of high-rise buildings construction. However, this service has only been really focused and professionalized in the past few years.
Conceptually, Building Operation Management is a service to control and allow all activities of a Building operated in the safest, quality and most efficient manner; Through which, the expectations of Customers and Residents could be satisfied, which are living and working in a safe, comfortable and convenient environment as well as bring the highest and most harmonious business efficiency to the Investor.
Building Operation Management focuses mainly on the following main tasks:
- Manage the operation and maintenance of the technical system of the Building according to standard procedures.
- Manage security, safety, fire prevention, environmental sanitation and landscape at the Building in accordance with applicable regulations and quality, safety standards.
- Manage and take care of Customers/ Tenants/ Residents at the Building according to the standards of utility and maximize service quality.
Building operation management is usually divided into 2 phases:
Receiving and preparing phase:
- Recruit & train the Management Board personnel in accordance with the unique requirements of each Building and based on the agreement between the Investor and the Management Unit;
- Develop sets of procedures, work/ service control standards, rules, regulations, manuals for operation and activities at the Building.
- Select subcontractors to provide regular services at the Building (contractors providing security services, cleaning services, landscape care...).
- Check to ensure safe operating conditions for technical systems, fire protection and wastewater treatment systems of the Building, which are inspected and licensed by the competent authority.
- Receive legal documents and records related to the Building (fire protection records, environmental records, as-built documents, drawings, technical documents...);
- Perform procuring and equipping tools and equipment for daily activities; fully prepare the conditions to put the Building into operation.
Operating phase:
- Manage, operate, inspect and maintain technical systems regularly and periodically;
- Manage and control operations, provide essential services at the Building: security services, hygiene services, environmental sanitation, landscape care...;
- Manage and supervise the work quality of subcontractors providing services at the Building;
- Manage and take care of Tenants and Residents;
- Manage and control the work of security, safety, fire prevention and fighting, environmental sanitation to ensure compliance with the law;
- Risk management, control and risk assessment analysis to take preventive measures for activities at the Building;
- Manage and control operating expenses and energy costs.
Why use a professional Building Operation Management service?
In the current market, the use of professional Building Operation Management companies is a priority of the Landlords. According to the survey, up to 90% of the buildings constructed in Ho Chi Minh City are currently using the Building Operation Management service. A professional Building Operation Management service will bring to the Owners,
Residents and Tenants the following practical benefits:
For Landlord:
- The entire system of business processes is established and maintained in accordance with standards, enables safe and effective operation of all activities in the Building, maintaining all systems of the Building in most stable and optimal condition.
- Standardized maintenance –like regular medical check-ups at a specialist hospital – allows to maintain maximum property value, minimize the risk of damage and deterioration of the Building in general and technical systems in particular.
- The human resources structure and subcontractors are managed and supervised in accordance with the functions and standards, prevent the Landlord from inadequacies and troubles handling directly.
- In case of emergency incident, professional management unit always ensure skillful, timely and correct rescue operations, in accordance with safety principles, thereby minimizing the risk of damage to people and property in the Building.
- A professional management board will set and maintain the most closely and transparent spending budget, through which the Investor will completely control short-term and long-term costs for the property.
- Customer care is performed according to standards, avoiding issues that affect the reputation of the Landlord and the quality of services provided to tenants and residents in the Building.
- A professional management unit with experienced experts is able to advise the Investor in all areas, from initial system design and construction to management tools and operating budget savings, improvement of asset values in the process of operation.
In general, with the use of a professional Building Operation Management service, it will enhance the image of the business in the eyes of customers; Management at the micro-level of the Investor will be reduced, making the human resource system more streamlined and compact compared to self-management. At the same time, this also helps the Landlord closely manage and optimize costs, reduce and better prevent risks. Therefore, investors will have more time to focus on finding, investing and developing new projects.
For tenants, service users and residents:
Maximum quality assurance of infrastructure, quality of service and protection by risk prevention and safety solutions for the living and working environment in the most professional manner. It can be said that a safe environment that brings mental peace of mind is the greatest benefit that any Customer aims at while in need of apartment purchase for living or office renting, absolute peace of mind guaranteed when living, working and using services at the building.
Criteria for choosing a professional building maintenance company
Depending on the project scale and the budget for the management and operation of the Building, the Landlord needs to balance it out to choose an appropriate management plan.
- For self-management: The Landlord needs to balance the internal budget, project scale, operating model. At the same time, it is necessary to carefully calculate the advantages and disadvantages, thereby anticipating the difficulties and risks in self-management and operation, to avoid "halfway interruption" when self-management does not work or even creates bad consequences and the management method required to be changed midway.
- For management by a professional operation management unit: The Landlord needs to consider the requirements on the form and scale of the operation to set the criteria for selecting the right Operation Management Service Provider according to his/her purposes. For example, if a project that is not for rental purposes, then brand criteria could be skipped, attention should only be paid for quality and safety in management.
Some important criteria when evaluating and choosing a professional Building Operation Management service provider that the Landlord needs to pay attention to are:
- First, regarding the tangible: The investor should evaluate in terms of facilities, equipment, staff and service support facilities owned by the Operation Management Service Provider. For example: Room conditions, working equipment, tools, experience and expertise records of personnel, structure of senior management team that supports the project, operation management process, etc…
- Second, regarding reliability and reputation: The Landlord should have a direct understanding and reference to the ongoing projects of the Operation Management Service Provider to consider whether it has the capacity to fulfill what is promised, or what customers expect from the service or not.
- Third, it is the ability to satisfy the flexible requirements of the Landlord.
- Fourth, it is the level of assurance, showing the personnel ability of the Operations Management Unit to create trust for customers through contact or not (in terms of knowledge, skills, expertise).
- And last but not all, the empathy, the concern about the service of the Operations Management Unit for each Customer.
POTS – Professional Building Operation Management Service Provider.
Petroleum Services and Trading Joint Stock Company (POTS) is one of the leading professional Building Operation Management service providers in the current real estate market. With more than 15 years of experience, POTS is always committed to providing the Landlord, Residents and Tenants with the best Building Management and Operation service, by our motto of Safety - Quality – Optimum.
In addition to the application of a service quality control system in accordance with ISO 9001-2015, POTS guarantees the highest standards for a professional Building Operation Management service provider, in which the ability to satisfy the flexible requirements of the Landlord is an outstanding strength that POTS attaches great importance to when providing Building Operation Management service.
In order to manage the operation of a Building, it only requires understanding of the process. However, to reach the high standard of professional service, every process, operation and service needs to be "designed" specifically for each project. That means it's not possible to use the same process, same service, for every Building, regardless of how unique and scoped that Building may be. Therefore, understanding the purposes, requirements and desires of each Landlord, and properly responding to each of those specific needs, is defined as "professional".
To achieve this target, the building operation management unit has to build a team of personnel with strong knowledge, rich experience, and regular training. Above all, it must be a team of dedicated, responsible personnel who can meet all service criteria.
Therefore, for POTS, in addition to strict compliance with the necessary processes and standards of operation management, each Building is a specialized product and service. Our motto of "Specialty - Dedication" has been set since initial establishment, we are proud to be the one who always understands the needs of the Landlord/Customer, operate flexibly for effective management of Landlords/Customers’ assets.