ABSTRACT
The study assessed and compared the delivery of
Facilities Management (FM) services in private High rise buildings in Lagos,
Nigeria. The objectives set for the study include identification of the
facilities available, comparing the perception of the state of facilities
management services provided, ascertaining the level of satisfaction derived
from the Facilities Management services provided in both estates and comparing
the level of satisfaction derived from facilities management services provided
in both estates and make recommendations. the study population comprise of
residents of 1004 Estate, Victoria Island and Eric Moore Towers, Surulere,
Lagos State. The sample of one hundred(100) respondents was randomly selected
to represent the entire population of both estates. The descriptive statistics
of frequency table and simple percentage was used to analyze the demographic
data while mean score was used to analyse the objectives of the study with the
aid of Statistical Package for Social Sciences(SPSS) version 16.0. This study
found that most of the FM services were available in both estates and they were
outsourced under a standard Service Level Agreement. Residents of 1004 were
more pleased with services such as Safety & Security, Lift maintenance and
Water system while Eric Moore Towers residents were more satisfied with Lift
Maintenance, Cleaning of grounds and premises and Safety and Security. The
study recommends improved standardization of services, customized services and
meeting customer’s expectation for improved service delivery.
TABLE OF CONTENTS
Title Page
Certification ii
Dedication iii
Acknowledgement iv
Abstract v
Table of Contents vi
List of Tables viii
CHAPTER ONE: INTRODUCTION
1.1 Background to the Study 1
1.2 Statement of research problem 6
1.3 Aim and objectives of the study 6
1.4 Research questions 7
1.5 Significance of the study 8
1.6 Scope of the research 9
1.7 Definition of term 10
CHAPTER TWO: LITERATURE REVIEW
2.1
Facilities Management 11
2.2
Meaning of FM 13
2.2.1 FM Organisations 14
2.2.2 Fundamental Facilities Managers requirement 15
2.3
Facilities Management Service Delivery 16
2.3.1 Service Charge 17
2.4
High rise apartment buildings 18
2.5
FM Services in High rise Buildings 20
2.6
FM Service Delivery in PrivateHigh rise Buildings 21
2.7
Service and Service Quality 22
2.8 Measurement of Service
Quality 23
CHAPTER THREE: RESEARCH METHODOLOGY
3.0 Introduction 24
3.1 Research Design 24
3.2 Population of the study 25
3.3 Sample Size 25
3.4 Sampling Techniques 25
3.5 Research Instrument 26
3.6 Reliability of Instrument 29
3.7 Procedures for Data Collection 31
3.8 Procedure for Data Analysis 32
CHAPTER FOUR: DATA ANALYSIS, PRESENTATION AND INTERPRETATION
4.1 Introduction 33
4.2 Questionnaire Administration
Report 33
4.3 Profile of Respondents 34
4.4 Facilities management Services
provided in 1004 Estate and Eric Moore Towers 39
4.5 Compare the Perception of the
state of Facilities Management Services
provided in 1004 and Eric Moore Towers 40
4.6
Level of satisfaction derived from the services provided in 1004 and
Eric Moore Towers 42
4.7
Compare the level of satisfaction derived from the services provided in
1004
estate and Eric Moore Towers 44
CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATION
5.0 Introduction 47
5.1 Summary 47
5.2 Conclusion 48
5.3 Recommendations 49
REFERENCES 50
APPENDIX 52
LIST OF TABLE
3.1 Reliability Statistics 30
4.1 Descriptive result of responses
to questionnaire administered 33
4.2 Gender of Respondents 34
4.3 Age 35
4.4 Highest Education Qualification 36
4.5 Marital Status 36
4.6 What is the size of your house
hold 37
4.7 Respondents Home Ownership
Status 38
4.8 How long have you been living in
this building 38
4.9 Compare the Perception of the
state of Facilities Management 41
Services provided in 1004 Estate and Eric
Moore Towers
4.10 Level of Satisfaction Derived
from the Services provided in 1004 43
Estate and Eric Moore Towers
CHAPTER ONE
INTRODUCTION
1.1 Background to the Study
In the advent of increasing
population, technology and limited supply of land for development, the idea of high
rise residential block is being favoured to be able to accommodate a large
number of people within a limited land space(unit) (Olanrele 2013)
Majority of the residential units
are in multi storey developments which demand for provision of some facilities
and services to make the properties functional, such facilities/services
include Lift/elevator, adequate power supply, water provision, cleaning, waste
disposal, horticulture, security, reception, laundry, recreation etc. These
facilities and services need to be efficiently managed and maintained to meet
the expectation of the residents (Olanrele, 2013)
High prices of land in urban centres
make high rise/multi storey residential building inevitable and a more
practical proposition from economic point of view. Population growth coupled
with dwindling land stock make high rise living an alternative (Jamila 1994)
High rise serviced residential
property has its characteristic of multiple owner/occupier and the involvement
of specialist firm (company) for management of the properties and the
accompanying facilities and services (Olanrele, 2013).
The main characteristics of this
form of property are individual ownership of a unit, share ownership of common
property and membership of a body corporation which is responsible for the
management of development (Christudason 2004) therefore the management of
multi-storey /serviced residential apartments will require expert knowledge.
Serviced residential apartments
require provision of more, adequate and efficient facilities and services to
make them liveable and attractive to potential occupiers. Owners of such
apartments usually target the rich and expatriates and because of the social status
of the potential occupiers there must be efficient and effective facilities
services management delivery (Olanrele, 2013)
Facilities management in high-rise
building is unique because the facilities are jointly maintained by all
residents.
Facilities management is a fast growing
profession across the world as it’s a cost cutting initiatives in the 1970s
when outsourcing of service became to be popular(Noor & Pitt 2009)
The main concept of Facility
Management is the reduction of cost while improving quality and minimizing
risk. In other to achieve the above, a good Facility manager is usually hired
who then comes up with a budget on the running cost.
Facility Management can be defined
as a profession that encompasses multiple disciples’ example Real Estate,
Engineering, Quantity Surveying, Mechanical Engineering, Structural
Engineering, Law etc to ensure functionality of the built environment by
integrating people, place, process and technology IFMA 1995.
Facilities Management involves
guiding and managing the operations and maintenance of buildings and community
infrastructure on behalf of the property owners. Facilities Management is an
age – old practice which has existed out of necessity since buildings were first
constructed to support human activities. As an increasing number of multi-unit
residential buildings have been developed over recent decades, the demand for
facilities management has grown accordingly. (Facility Management Association
of Australia 2012).
The Facilities Manager organises,
controls and coordinates the strategic and operational management of buildings
and facilities in order to ensure the proper and efficient operation of all its
physical aspects, creating and sustaining safe and productive environments for
residents.
In residential buildings this is
typically conducted at all times of the day, every day of the year. The Facility Management team could either
consist of a single individual or a team, with services able to be delivered by
dedicated ‘in house professionals’ or ‘out-sourced’ in whole or part to
external providers. An important role of the Facilities Manager is to provide services,
meet varying expectations, support, information, be a good listener, and deal
with conflict to create a community environment residents are willingly to call
home. Their role includes dealing with various contractors and suppliers in
carrying out maintenance and upgrades and providing services such as security,
cleaning and property maintenance. (Facility Management Association of Australia
2012).
IFMA classification of FM roles and
responsibilities include:
Maintenance Operations: Furniture
maintenance, Finishes Maintenance, Preventive Maintenance, Breakdown
maintenance, Exterior maintenance, Custodian Maintenance and Landscape maintenance.
Real Estate: Building leases, Site
selection, Acquisition/disposal, Building purchases, Property appraisals and
subleasing.
Health and Safety: Ergonomics,
Energy Management, Indoor Air quality, Recycling program and emissions.
Facility Planning: Operational
plans, Emergency plans, Strategic plans and Energy planning.
Financial Planning: Operational
budgets, capital budgets and Major financing.
Administrative Services: corporate
artwork, Mail services, Shipping/receiving, Records retention, Security,
Telecommunications and Copy services.
Space Management: \space inventory,
Space policies, Space allocation, trash/solid waste, Hazardous materials,
Furniture/asset inventory and major redesign.
(IFMA 1996).
Within Facilities management, each
type of facility brings its own particular challenges and demands particular
skill sets. In the case of multi-unit serviced residential facilities, the
large volumes of people living in close proximity to one another dramatically
increases the emphasis required on effective communication and relationship
building skills.
Facilities Managers are stewards of
the built environment. The day to day running of a building is fundamental to
facilities professionals. The Facilities Manager needs to be aware of the
market costs and benefits of all aspects of facilities and equipment (Booty
2009)
High rise building facilities
operate on a full-time basis seven days a week and involve multiple individual
user concerns and requirements, many of which are subjective. Consequently
there is a need to respond and adapt to almost constantly changing conditions.
FM services in the past were
confined to building operations only, however today the activities undertaken
by Facilities Managers can extend throughout an entire buildings life cycle.
With the increasing trend toward the development of higher density residential
buildings, Facilities Managers have an important role to play in ensuring the
assets are well managed and the property’s value is maintained. This in turn
requires Facilities Managers to have access to ongoing external training and
support and resources in order to continually enhance their skill set and
knowledge base (Facilities Management Association of Australia, 2012)
Once the properties have been
occupied, facilities must be jointly managed by residents. A maintenance fee,
dues or charge are usually imposed on all residents that is used to maintain
the facilities and it’s usually charged based on the size of the apartment.
Kim et al 2005 and Faloye and
Odusami 2009 suggested that one of the ways to improve the overall performance
of buildings is to explore and understand occupants needs, expectations and
aspirations through regular performance evaluation. Therefore, building
performance evaluation (BPE) is used to constantly examine the extent to which
buildings are effective and efficient in meeting the needs and expectations of
users
Facility Management is now accepted
and recognised by many in Nigeria as a new role required as an urgent need for
a strategy to introduce Nigeria into the world of FM to rescue our facilities
from decay and deterioration and keep her efficient and beautiful.
FM Services was launched into the
organisational structure under a funfair at Muson Centre (IFMA 1995). Moreover,
the growing demand for FM Services in industries cannot be over-emphasised as
most residential apartments are taking the courageous leadership to admit that
the quality of services must be improved. It is within this content that
companies are being set up with the improvement of the quality of services as
the main goal aimed at bringing the International Standard of FM to bear on the
residential environment in Nigeria
Nigeria as a developing country
blessed with different class of intellects and is now at the threshold of globalisation;
therefore development of FM will provide the necessary impetus for the growth.
LSDPC(Lagos State Development and
Property Corporation) which was created out of Edict 1 of 1972 is a actually a
merger of Ikeja Area planning Authority(IAPA), Epe Town Planning
Authority(ETPA) and Lagos Executive Development Board). Their sole purpose is
the eradication of ghettos and slum areas in the state by the creation of
modern building.
In Nigeria, high rise apartment
buildings are not uncommon occurrence. The development of 1004 Estate in
Victoria Island and Eric Moore Towers in Surulere both in Lagos State by The
Federal government of Nigeria through the LSDPC(formerly LEDP,IAPA & ETPA) Edict
1 of 1978. Both estates were borne of
the need one of the major functions of the Government which is the creation
modern buildings to house more people on a particular land.
1.2 Statement of Research Problem
High-rise apartment developments are
small communities, which are dynamic and constantly changing as a result of
internal and external factors. As the facilities management industry has
evolved and adapted over time, there is a need to adopt an adaptive management
approach to the management of high rise apartments.
The world of facilities management
has changed dramatically over the past 20 years. From relatively humble
beginnings, the role of Facilities management now encompasses a wide range of
complex and challenging roles, often across entire estates (Booty 2009)
Olanrele 2013 in his study
Facilities Management Service Delivery in Public and Private High Rise
Residential Buildings in Nigeria, had a case study of Eko Complex and Niger
Towers where It assessed and compared the delivery of Facilities Management
services in public and private high rise residential buildings in Lagos,
Nigeria.
However, this
study will be having another approach to the Facilities Management Service
delivery in High rise Buildings by looking at two private high rise buildings owned
by private companies at different locations which were built at the time by the
same Federal Government Corporation and were sold to private individuals. We
are aware of the services provided in 1004 Estate Victoria Island and Eric
Moore Towers Surulere, and this study will look at Facilities management
service delivery in both Estates and the user satisfaction of occupants in both
estates.
1.3 Aim and Objectives of the Study
The aim of this study is to ascertain
and assess the Facilities Management Service Delivery in Private High Rise Buildings
with a view to improving on the service delivery in the study area
In other to achieve the above stated
aim, the following objectives will be considered:
- To Identify the Facilities
Management services provided in 1004 Estate and Eric Moore Towers.
- To compare the perception of
the state of facilities management services provided in 1004 Estate and
Eric Moore Towers.
- To ascertain the level of
satisfaction derived from the services provided in 1004 Estate and Eric
Moore Towers.
- To compare the level of
satisfaction derived from Facilities Management services provided in 1004
Estate and Eric Moore Towers.
- To make recommendations of
facilities management service delivery in 1004 Estate and Eric Moore
Tower.
1.4 Research Questions
Based on the objective of this
research above, the following research questions will be put into consideration
during the course of this study
- What are the facilities
management services provided in 1004 Estate and Eric Moore Towers.
- Which of the 1004 Estate and
Eric Moore Towers has more provision of Facilities Management services.
- Which level of satisfaction is
derived from the services provided in 1004 Estate and Eric Moore Towers.
- Which of the 1004 Estate and
Eric Moore Towers occupants derive more satisfaction from the facilities
management Services delivery?
- How Facilities Management
services can improved upon in 1004 Estate and Eric Moore Towers.
1.5 Significance of the study
Cotts (1999) stated that Facility
management is a big business. After payroll, facilities are normally the second
largest budget expense. They represent greatest single source of cost savings.
FM handles company’s major asset or facilities found in a residential apartment
so as to ensure far-reaching effects on future profitability.
Facilities
management is an important aspect towards achieving customers satisfaction, the
management of facilities in multi unit building involve different services
management such as cleaning, security, maintenance and safety to achieve
customer’s needs. The effective management of facilities in high rise building
will ensure good working condition for both occupants and visitors. This study
provides guideline on managing facilities management service delivery in high
rise residential building, so as occupants can recognize the importance of
facilities management services and for the Facilities Managers to recognize the
importance of user satisfaction of their services.
Managing the facilities function can
be like running a business in itself, setting and meeting budget targets,
cutting costs and making savings have been challenging tasks for facilities
managers for some time (Booty 2009)
It has become increasingly important
to evaluate customer satisfaction in apartment for various reasons; evaluating
customer satisfaction provides the necessary information required for feed-back
into current housing stock and feed forward into future projects as it provides
the basis for taking decisions about improvements in current housing stock and
about the design and development of future housing. The idea that an evaluation
of the performance of housing may be conducted makes housing managers,
designers and policy makers more accountable and adequate housing is so much an
integral part of the needs of every society that its value for individuals,
families, communities and society at large is ever questioned. Housing
dissatisfaction can have direct impacts on physical and psychological health.
Olanrele in his study Facilities
Management Service Delivery in Public and Private High rise Residential
Buildings in Nigeria(a case study of Eko Court Complex and Niger Towers) based
This study is very significant to FM
practitioners as it will pin-point areas where FM organisations can improve on
their management strategies for total organisational effectiveness. It will
also expose the blue-print for planning effective FM organisations policy that
can be adopted by Facilities Management concern in their operations. The study
is also significant to pin-point areas where FM services can be improved upon.
This study is also very significant
to occupants in the former LSDPC high rise apartments in 1004 Estate Victoria
Island and Eric Moore Towers Surulere as it will show the very positive
contribution of FM services in the overall management and maintenance of
facilities in the apartments.
1.6 Scope of the Research
The scope of
this study is limited to the high rise buildings built by the LSDPC in the
1970s. The delivery of the facilities services in both estates. It should have
been ideal to cover all the High rise buildings built by the LSDPC estate which
have been sold to private corporations or individuals but the study opted to
confine the scope to 1004 Estate and Eric Moore Towers because a study of the
entire high rise buildings built by LSDPC would have made conclusions
unnecessarily wide & incapable of clear interpretations. Finally, this study will look
at how the facilities management service delivery affects user satisfaction and
perception
1.7 Definition of Terms
For the purpose
of this study, the following terms are defined:
FM-Facilities Management is a
profession that encompasses multidisciplinary disciplines like real estate,
quantity surveying, electrical engineering, civil engineering etc
Facility Managers: These are people in
charge of the running and maintenance of the facilities
FM Services: These are those services
which are being rendered in a serviced residential apartment to ensure the
comfort of the occupants. It could be cleaning, waste disposal, lift
maintenance, Generator maintenance etc. Most of the services are usually
outsourced to other service providers.
LCC: Life Cycle Cost is the cost of
buying the equipment/facilities, maintenance and running cost
Occupants: These are the people who are
living in the serviced High rise apartment who are benefitting from the
services.
Perception: Conscious understanding of
something
Service: An act of providing assistance
Service Charge: Service charge is a fee
paid by the users of a facility for the maintenance of such facility.
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