Qatar Focus Group: Client Education
Focus Group Members
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Scott Bethel (TMFMS)
Barry Clarke (Mace Macro)
Richard Jowsey (MMG)
Amin El-Shenawy (TMFMS)
Georges Jabbour (eSolutions Maximo)
Shahan Shahsuvaroglu (Rope2Access)
Clare Wait (Georgetown University)
Focus Group Brief
Develop a strategy to improve the knowledge of
the FM industry within the end users (clients).
– Conduct an Industry Workshop involving clients
from Construction, Design, Engineering, Owners,
Developers, Property Management, etc
– Develop presentations identifying and explaining
the “Cost versus Value” propositions
– Developing a feedback process for attendees
where their thoughts, questions, ideas, etc can be
gathered and followed up.
What?
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What are we expecting/hoping to get from this focus group that will help the FM
community in Qatar?
Answer: Educate the market in regard FM, it was noted that the market itself has a
wide variety of levels of understanding and suggested that there would need to be
a range of information provided in regard definitions:
– What is FM
– What is the common terminology used and what does it mean
– What are the various stages of an asset lifecycle and how can FM support these stages
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And useful information for clients:
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Via website, reference library and access to these details
Methods of delivery from single source provider to FM management services
What are the differences
What tools may a prospective client use to determine the level of FM support they require
What is the Life Cycle of an asset, why is it important.
What advantages/influence can a good FM strategy provide over the life cycle of an asset.
What (cont.)?
• What are the types of clients in the market? Eg: Internal
(those clients that preferred to have in house management
of their FM requirements) to External (those clients who
outsourced their FM requirements to a FM management
provider or single source provider), who are these clients?
• What is important to the client?
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Value for money? (price versus value?)
Quality?
Health & Safety?
Sustainability?
Value add (Image in the market of the clients asset? Return on
their investment?, etc)
How?
• Research the Qatar Market
– Flavour - What are their requirements? What are the clients needs
versus desires?
– Develop a standard set of questions (to be asked at interview by
MEFMA Focus Group Members) when interviewing the identified
client types.
– From the interviews develop presentations based on information
gathered during the information gathering process to be delivered at
short (eg: half day workshops) to invited client/s.
– Provide these client/s with feedback opportunities after the
presentations to gauge their thoughts in regard if the content
answered their questions, was it relevant, informative, what other
information they may need? etc. This in turn will be used to improve
the information gathered.
– Produce a final report based on all of the above.
How (cont)?
Suggested Presentation Themes
• What is a Building Facilities Management System? How can it benefit operations?
• What are the various delivery models (eg: Managed Services versus Integrated FM) what are the
differences?
• How do you select an FM Partner? What do I need?
• How do I appoint an FM Partner?
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EOI
Pre qualification
Tender (RFQ)
Technical/Commercial analysis
Mobilisation
How do I manage an FM Partner after award?
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SLA/KPI’s
Contract Terms and Conditions, etc
Information gathered is then made available to clients through the MEFMA website:
• Presentations
• Glossary of Terms/Definitions
• Examples of generic tender/contract information (eg: EOI, Pre Qual, RFQ, T&C’s, etc)
• Case Studies
Where to from here?
• Preparation of questions for client interviews
• Preparation of questions (checklist) for FM
requirements for a facility
• 20 questions focused on various aspects of FM?
(eg: CAFM, Technical, Hard & Soft Services,
Security, Commercial)
• Gather the responses and put out to the wider
community for their review and feedback
• Identify Target Market (eg: Government, Semi
Government, Private Sector)