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新商业地产项目的运营管理准备最佳实践执行流程

发布时间:2015-02-04 作者: 出自:

成立于1907年的国际建筑业主与管理者协会(BOMA国际)主要使命是通过倡导、研究、信息、标准和教育来改善商业地产行业的人力资产、智力资产和物理资产。BOMA中国将充分利用BOMA国际的100多年的商业地产运营管理的各种资源来协助会员打造符合国际标准运营管理的国际化优质项目。从而更好的实现项目的保值与增值。

整个计划为期五年,分为建筑施工期、准备运营期、运营管理期三个阶段。

Operations management best practices to prepare new commercial real estate project execution process
Founded in 1907 the International Building Owners and Managers Association (BOMA International)primary mission is to improve the human assets, intellectual assets and physical assets of the commercial real estate industry through advocacy, research, information, standards and education. BOMA China will make full use of various resources BOMA International 100 years of commercial real estate operations management to help members build operational management in line with international standards of international quality projects.In order to better preserve and increase the value of the project.
The entire five-year plan,divided into construction building, ready operation period,operation and management of the three stages.

一、建筑施工期

ITEM

项目

(SOP Reference)

DESCRIPTION

介绍

Timing

(# of months before opening)

时间安排

(项目正式运营前,单位:月)

Building Commissioning Certificate

建筑物调试证书

Proof of building commissioning (hardware systems testing to verify that the equipment is performing as specified by the designer) from a certified engineer or a BOMA China Technical SME.  Based on BUILDING COMMISSIONING ASSOCIATION GUIDELINES

Commissioning should include a specified number of hours for training by equipment contractors.

Commissioning agreement should also include  first year’s maintenance during equipment warranty period.

认证工程师或BOMA中国技术支持/维护工程师开具的建筑物调试证明(硬件系统测试,确保该设备按照设计师的规定运行)。按照建筑物调试协会调试指南。

 

Varies – see below

具体时间安排如下

Pre-Design/Design Stage Commissioning

设计前期阶段/设计阶段调试

24

Construction Stage Commissioning施工阶段调试

12

Post-construction Commissioning施工完成后调试

 

6

 

Post commissioning training by equipment contractors

4

Compliance Reports
政府要求提供的相关报告

(section 13.3,14.6,1.5)

Process to keep copies of reports and any permits obtained from, or submitted to government authorities (before, during and after construction). (This is part of the commissioning process.)

为合规和达标而向政府机构提交的相关报告(如需要)的副本

4

Staffing

Building Staff need to be hired well in advance to develop and implement the programs described below

 

Hire general manager, operations manager

Hire other department managers

Hire operations & admin staff

Janitorial, security contractors

 

 

 

 

6-8

4-6

2-4

1-2

Green Lease

制定绿色租约标准

(section 15.6)

通过帮助项目业主方提供一个撰写商业地产租约,修改租期,保持能源效率和可持续建筑物运营的标准范本。从而尽可能的提高项目的表现By helping the project owner to provide a written commercial real estate lease, modify the lease, maintain the standard model of energy efficiency and sustainable building operations. Thus possible to improve the performance of the project

在租赁与营销全面开启前实施

Before the implementation of leasing and marketing fully open

 

 

 

Emergency Preparedness Plan

应急预案

(section 3, 17)

The buildings plan to deal with emergencies (fire, flood, etc.)

建筑物内应对突发事件(火灾,水灾等)的计划

5

Emergency Systems & Evacuation Procedures

应急系统和撤离规程

(section 3,17)

A description of all of the emergency systems (e.g. fire alarm, fire extinguishers, etc.) found in the building.  Must be according to International Standards.

建筑内所有应急系统(例如:火警、灭火器等)的描述。必须符合国际标准。

5

Pandemic Plan

流感预防计划

(section 3,17)

Plan to handle any diseases (H7N9, etc.)

应对各种疾病(例如:H7N9等)的计划

5

Disaster Recovery Plan

灾难后业务恢复计划

(section 3,17)

Plan to get the building operational after an emergency has occurred.

发生紧急情况后,即刻恢复建筑使用的计划。

5

Tenant Manual

A book of information about the building systems and procedures given to tenants when they move into a building.

4

租客物业手册

(section 4.1.4,4.1.5,14.11)

租客入住时业主发给他们的有关物业体系使用和规程信息的手册。

Welcome Package

A sample and description of the items given to tenants/owners on the first day that they start operations in the building.

4

新租客须知文件大全

(section 4)

租客在开始搬入物业的第一天发给他们的一系列须知文件和往来工作文件样本。

Tenant Communications program

A building web site accessible building occupants only that includes the tenant manual, fire evacuation procedures. Web site should be tied into the computerized maintenance management system (CMMS) so that occupants may use the web site to report complaints and problems or otherwise contact the help desk.

1

(section 4.2)

 

Control of building drawings
建筑图纸管控

(section 16.6)

Proof of process for maintaining all building records and as-built drawings, including tenant improvement drawings

4

保持所有建筑图纸以及最后竣工图的程序之证明

Off site duplicates

建筑图纸副本

(section 16.6)

Proof of building records and drawings kept off-site in case of emergency or stored electronically.

紧急情况下,建筑物外关于楼宇记录和建筑图纸的证明。

1

Preventive Maintenance Program

Computerized maintenance management system (CMMS) in place to maintain all building equipment.  All equipment being installed in the building must be included.

4

预防性维护计划

(section 16.1.1)

用于维护建筑物内所有设备的数字化系统。必须包括建筑物内安装的所有设备。

制定外墙维护管理计划

有助于商业地产项目专业人士实施外墙维护策略,从而避免因维护不当而造成过早更换屋顶,窗户,照明及其他系统所带来的额外费用,以及时间和施工的不便

4

 

 

 

Equipment and maintenance contracts control

The system for managing the various third-party maintenance contracts that may or will be in place (e.g. elevator, HVAC, etc.)

2

设备和保养合同管理

(section 16.6)

通常存在的各种第三方保养维护合同的管理体系(例如:电梯、采暖通风与空调等)

Operations Manuals

A manual that describes all the buildings equipment and the maintenance process for these (may include the Preventive Maintenance Program above).(Turn over of ops manuals should be part of the post commissioning process

6

楼宇系统管理手册

(section 16.6)

描述建筑物内所有机电设备的使用和维护保养程序的手册(可能包括在上述机器设备维护保养计划中)

Records of keys or access cards

Proof of the system by which building keys and access cards are to be accounted for.

4

钥匙和门进卡的管理

(section 16.7.5,18.5)

提供证明物业钥匙和门进卡的责任管理体系。

Staff Training

Certificates from BOMA or an accredited institution showing evidence of staff training based on the table found in the next page.

(This should be done in stages as staff are hired)

2-6

员工培训证明

BOMA中国或者值得信任的培训机构提供的员工培训课程证明。

Environmental Management Plan

A building staff manual that deals with all environmental initiatives practiced in the building.  Includes corporate environmental management policies and corporate environmental purchasing policies.(This should be part of the employee manual)

3

环境管理计划

(section 16.8)

供实践建筑内所有环保措施的建筑工作人员手册。包括企业环境管理政策和企业环境采购政策。

 Employee manual

A manual for the building staff that describes all the policies and procedures

3

商业地产标准运营流程

(section 14)

 

为建筑工作人员描述建筑内所有政策和程序的手册。

Building Security Standing Orders

Instructions for the security staff that describe their duties and emergency response procedures.

2

物业保安规程

(section 18.1-4)

供保安人员使用的、描述他们的职责和应急处理规程的指南。

Work Request/Complaint System

The forms and description of the process used to handle complaints and the system used to resolve them. (This is part of the CMMS)

3

工作要求提交/投诉体系

(section 14.5)

用于处理投诉的表格和解决投诉的体系

Energy Management Plan

Plan to operate building equipment based on current design criteria (to be reviewed once building opens)

1

能源管理计划

(section 16.3)

根据现有设计标准进行建筑设备操作的计划(建筑物一经运营即刻进行审查)

Water Management Plan

Plan to manage water supply and use in the building based on current design criteria (to be reviewed once building opens)

1

水管理计划

根据现有设计标准进行建筑内水供应和水使用管理的计划(建筑物一经运营即刻进行管理)

Water Treatment Program

Plan to ensure that all water used in HVAC operations is chemically treated

1

水处理方案

确保暖通空调操作中使用的水均经过化学处理的计划

Hazardous Materials (HAZMAT) Management Plan

Policies and procedures for handling of any hazardous materials/chemicals in the building.  Should include training for staff and contractors.  Includes hazmat storage plan.

1

危险品(危险材料)管理计划

(section 16.7.6-7)

处理建筑危险材料/化学品的政策和规章。包括员工和租户培训、险品存储方法。

Chiller Safety Plan

Plan to handle emergencies with chiller refrigerant

1

冷却装置安全计划

用冷却装置和制冷剂处理突发事件的计划

Hot Work Permit Procedures

动火许可手续

Procedures to control hot work done in the building.

建筑内控制动火作业的手续。

1

Janitorial Standard

制定保洁标准

通过制定国际化的保洁标准,来对项目进行质量把控,提高租户满意度,延长建筑物表面材料的生命周期,保证项目内人员的健康与安全,从而提高项目的整体水平

Cleaning by developing international standards for the quality of projects to control and improve tenant satisfaction, building surface material to extend the life cycle of the project to ensure the health and safety of personnel, thereby enhancing the overall level of project

在租赁与营销全面开启前实施

1-2

Waste Management Program

Policy & Procedures for removing waste from the building

1

Recycling Program

DRAFT of plan to establish recycling program for building operations group and tenants

1

回收计划

建筑物工作人员和租户建立回收计划的草案

Pesticide Management Plan

Procedures to control use of pesticides

1

杀虫剂管理计划

控制杀虫剂使用量的计划

Building Measurement According to BOMA International Standards

Physical measurement of building gross and leasable areas according to international standards

0

建筑测量(根据BOMA国际标准)

(section 15.4)

按照国际标准,建筑总面积及可出租面积的物理测量

 

二、运营管理期

·        租户满意度调研——每年一次

提升写字楼租户满意度,挽留吸引更多的优质住户,提高租金回报率,确保项目保值增值。

·          商业地产标准运营流程 SOP (Standard Operation Procedure Manual)——在正式运营开始前打下基础,运营后不断完善,定时更新

创建政策、流程、指示、指令的合订本,以便于对建筑进行一致、高效管理。

·        建筑健康与安全认证HSCP (Health & Safety Certification Program)——项目正式运营后六个月

帮助运营商关注员工专业技术培养和职业健康安全,提高租户满意度,维护资产安全,最终实现资产价值和市场竞争力的提升。

·        商业地产运营管理效能评估BAR ( Building Assessment Report) ——项目正式运营后六个月

让业主与管理者全面了解项目运营管理现状,明析与国际运营管理水平的差距,给予业主与管理者运营管理改进提高的专业意见,协助其改进提高,达到国际水平。

·        培训与咨询 —— 应贯穿整个运营管理期

 BOMA免费在线课程的学习eLearning BOMA中高级研修班;BOMA专家咨询顾问服务

·        BOMA认证卓越证书COE (Certificate of Excellence) ——项目正式运营后一年方可申请

对运营管理已达到国际水准的建筑项目给予国际认可;是向股东,投资者证明运营管理能力和资产管理能力的最佳方式,能够提高租户的满意度,创造更多的价值。

·        TOBY国际大奖 ——项目通过COE全部认证,且运营管理超过三年方可申请

BOMA国际TOBY大奖是全球商业地产界的奥斯卡大奖,全球15个国家,100多个优秀项目参与竞争,每年仅14个项目可获得该殊荣。