Introduction to Facility Management
As defined by ISO and accepted by IFMA definition of Facility Management is “Facility Management is an organizational function which integrates people, place and process within the built environment with the purpose of improving the quality of life of people and the productivity of the core business.”
As Facility Management is our area of expertise and our core business. For us: “Facility Management is a set of planned steps, protocols, and procedures necessary to ensure well being of people and property in our care.”
IFM means that all facility management services are provided by one partner, with one contract, one bill and one point of contact.
The benefits are less coordination, clear accountability, consistent quality and easier cost control.
If not well maintained, the value of the property drops over time, both as a financial asset and in its usefulness. Facility Management makes sure that does not happen.
The goal of Facility Management is to preserve property value, by offsetting the risk of its maintenance, or potentially even increasing it, while maintaining and improving the Real Estate for its occupants and the owner.
If your company owns (or leases) large Commercial Real Estate like office, retail, logistics, or any sort of space where you do business, it is advantageous to you to reduce the risk and the cost of its operations.
We are experts at caring for property and the safety of individuals who occupy it. By outsourcing Facility Management of your property to us you can focus on what matters most, your business, while knowing your property and its occupants are well cared for.
Facility Management takes care of the physical operation of the building and the services within it.
Property Management manages the commercial relationships: tenants, leasing and collections.
Asset Management manages the property as an investment, focusing on value and return.
In practice, these areas complement each other and are often contracted together.
Hard FM covers technical services related to the building itself: heating, cooling and ventilation (HVAC), electrical and plumbing installations, lifts and fire protection systems.
Soft FM covers services for the people using the space: cleaning, security, reception, landscaping and waste management.
Services Offered
ASURA Group integrates a full spectrum of Facility Management services
This is a non exhaustive list:
Inspection and Consulting - If you are an investor looking to invest into a new or old Commercial Property and you need an expert opinion on the state of the property, its potential and future cost to maintain we can help. This may include an official appraisal by an authorized national representative.
Technical Facility Management - provides continuous care for your building fundamentals: building foundation, basement, walls, ceilings, and roof, along with all mechanical, electric, plumbing or HVAC components that are inside or outside of your building by regularly performing Preventive and Corrective Facility Maintenance. We provide continuous support for your property with an on-site Facility Manager and Technicians. We quickly respond to all emergencies.
Infrastructure Facility Management - Care for the reputation of your property and its surrounding, health of its inhabitants and visitors, by keeping it clean and tidy. To that extent we offer Cleaning services (continuous or emergency, simple or mechanical), Landscaping, Winter service, Pest Control and Waste Management. We have contingencies in place in case of emergencies.
Private Security/Firemen - We help protect your Commercial Property, the lives of your employees/tenants/visitors and goods/assets on your property from violence, theft and fire through both Technical Protection (cameras, access control, alarms, video systems) and Physical Security (24/7 presence, patrols, and incident management with real time tracking through advanced software solutions). For International Companies we offer the highest degree of service with multilingual language support. Based on your property type (logistic or industrial) we provide private firemen on duty 24/7 based on national fire regulations.
Project Management - We will help you with anything from a minor kitchen fit-out to a gas tank displacement on your property. Indoor or outdoor we have qualified and certified Engineers in multiple countries to help you with your needs.
Catering - We will organize a company restaurant on your premises to the highest of standards.
Administrative support - for International Companies we can provide temporary employment, and help with staffing (back office) and procurement.
All of our services are fully customizable. With over 20 years of experience, we offer both flexibility and size to meet any of your needs.
We primarily serve investors and service Commercial Real Estate. In the case of Residential Properties, we serve gated communities or large apartment complexes. For these types of Investors,
we integrate complex and advanced people and IT solutions.
We are a B2B business and do not serve individuals. You can learn more about
how we serve residential areas here.
ASURA Group operates in Croatia, Slovenia, Serbia, North Macedonia, Montenegro, Bosnia and Herzegovina and Hungary, and is currently expanding to Greece.
Local teams work in all markets with uniform service standards.
Maintenance
Preventive maintenance is carried out according to a predefined plan to prevent breakdowns. Corrective maintenance is the repair carried out after a breakdown has occurred.
Well-planned preventive maintenance reduces the number of emergency interventions, extends equipment life and lowers overall costs.
Predictive maintenance is based on monitoring the actual condition of equipment using sensors, measurements and data from the building management system (BMS).
Interventions are planned before a breakdown occurs, but only when they are really needed.
Faults are reported to our Helpdesk. Every report opens a work order in our CMMS system, so the status, response time and resolution are always visible and measurable.
CMMS/CAFM is software for managing maintenance and facilities. It holds work orders, the preventive maintenance plan, the equipment register and reports, giving the owner full transparency.
Contracts and Service Quality
An SLA (Service Level Agreement) defines what is included, the expected quality, and the deadlines within which the provider must respond to and resolve a request.
It is the basis for objectively measuring service quality.
Through pre-agreed key performance indicators (KPIs), such as response time, the share of planned maintenance completed, the number of repeat faults and user satisfaction. Results are reported to the owner regularly.
The most common are:
- a fixed monthly fee for an agreed scope of services,
- billing based on actual costs,
- a combined model: a fixed fee for regular services and separate quotes for additional work.
The contract can also include a bonus/malus mechanism linked to KPIs.
Costs
OPEX are operating costs such as maintenance, energy and services. CAPEX are capital investments such as equipment replacement, refurbishment or modernisation.
A good facility management partner helps plan both, so you avoid unexpected large expenses.
These are the costs of a building's common areas and shared services, such as corridor cleaning, security, lift maintenance and lighting. They are allocated to tenants according to an agreed key, most often by floor area or actual consumption.
Energy and Sustainability
Through regular maintenance of building systems, optimising heating, cooling and lighting via the BMS, tracking consumption with sub-meters, and proposing energy efficiency investments.
ESG stands for environmental, social and governance criteria. Investors, banks and tenants increasingly require them, and facility management directly affects the environmental part: energy and water consumption and waste management.
Safety and Property Takeover
The building owner is responsible, but the facility management partner keeps the inspection calendar (lifts, electrical installations, fire protection systems and more), organises the inspections and keeps the documentation. This keeps the building compliant at all times.
The takeover (mobilisation) includes a site walk-through and technical inspection, an equipment inventory, handover of documentation, setting up the maintenance plan and onboarding staff. The goal is a transition without any interruption of service.
It is an expert assessment of a property's technical condition before purchase or takeover. It establishes the condition of installations and structure, required investments and risks, helping the buyer or investor decide and negotiate the price.
