FM Insights 5 - The Topics

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More Appreciation from Citi – Excellence - Made Ardi Arta

Made Ardi Arta, our supervisor in Bali, is a great example of excellence. Last year, Ardi received Citi’s “On The Spot Recognition” and has now received two more acknowledgements from Citi, namely as a star in the Citi Bali newsletter in June 2009 and another “On The Spot Recognition”, also in June.

Ardi was featured in the Citi Bali newsletter because he is always available to help with any Facility Management-related issues at any of Citi’s premises in Bali. The newsletter also specifically mentioned Ardi’s proactive approach of asking for input from Citi staff with regard to their premises, which Ardi then follows up promptly. Moreover, the newsletter mentioned Ardi’s initiative in saving money for the branch on the utility bills, which was recognized by Citi’s CRS with a special award.

The “On The Spot Recognition” award in June recognized that Ardi is always available 24 hours a day, seven days a week whenever there is a call for his service, ensuring that there is no interruption to business, as well as Ardi’ dedication to always following up and monitoring progress on any issue.

This is a true story of excellence recognized by a client.

Problem Solving in Manila – Persistence - Christina Ng

Our Deutsche Bank’s facility management project in Manila is very big. It occupies three buildings and has a very large footprint. It also requires a large pool of dedicated resources.

The setting up process is led by our Colliers FM team from Jakarta, working closely with our Colliers International office in Manila. We started the project in December 2008 under a very tight time frame for the transition/setting up. We practically took over the project from the incumbent party in only two weeks. Some people call that suicidal, but we call it a success.

Christina Ng, our Associate Director played a very important role in training all the new and existing staff assigned to the project. She is also involved in monitoring the progress of the project during and after the setting up process.

There are still some loose ends in the project as we observed. The project requires a senior person to examine the problems and the possible solutions. We then decided to send Christina back to Manila to handle this problem-solving.

Christina spent about two months in Manila. It sounds simple, but it was really not. She had to leave everything behind in Jakarta for this and was practically alone overseas. Yet she had a huge task to do.

Christina was equipped with Colliers FM Root Cause Analysis, a method innovated in Jakarta to systematically identify a problem, its root cause, the potential strategy to solve it and a way to track the follow-up. She diligently implemented the method. This, of course, was not as easy as it seems. There were challenges and a certain level of difficulty facing her, bearing in mind that this is a very large project and involved so many stakeholders. It required a lot of persistence. She also needed to ‘manage’ senior level management from Colliers International’s own management, as well as the client.

At the end, Christina successfully completed this task. The Asia Pacific Corporate Real Estates and Services of Deutsche Bank AG was impressed with Christina.

Challenging Job in Bangkok – Diligence – Cinthya Kusumadewi

Cinthya Kusumadewi is the first Indonesian Facility Manager to be sent overseas as an expat to lead a local facility management team. Her task was to lead the setting up process of Deutsche Bank project in Bangkok, Thailand.

Leading a setting up process is a challenging job, taking over a project from a competitor, taking over the premises from the project manager - as the project is a new premises located at a brand new office building in downtown Bangkok, the Athenee Tower. As Cinthya had to lead an entirely new team, the job was even more challenging. She needed to lead the recruitment/selection, training and the actual handover from the incumbent party and the setting up of hundreds of tasks of the Facility Management service. There was, of course, a team behind Cinthya; the whole process was under the leadership of Christina Ng, our Associate Director, who spent about two weeks in Bangkok to lead the training program to new staff as well as coordinating the handover process from the incumbent party to Colliers FM. Colliers FM also sent Deyla Novera and Arif Dharmawan during the setting up process to assist Cinthya in the areas of Facility Administration, Business Support Services, Helpdesk and IT. They worked closely together with the Colliers International Thailand’s team.

For Cinthya, what was more challenging was that she had to leave everything behind in Jakarta and do all of these tasks in Bangkok within a defined time frame. The schedule was very tight and the workload huge. Yet there were challenges that she faced daily: cultural differences, language barriers and the high expectations of the client.

Almost daily, Cinthya had to work until late at night and also during the weekend, both Saturdays and Sundays. Definitely, Bangkok was not a holiday destination for her, despite the promotion of the Thailand’s government.

At the end, all of this hard work paid off. Cheyenne Tan, Deutsche Bank’s Head of Facilities Solutions, South East Asia said, “I am impressed by how Cinthya managed to keep her cool in many of the difficult situations she faced when working in Bangkok.” Johnson Tan, Deutsche Bank’s Head of Engineering Operation Asia Pacific said, “Cinthya is very mature in the work and is professional in handling client feedback and requests”.

The Excel Project: Energy Conservation Project Excellently Done – Initiative – Dyah Ita

Colliers FM has been implementing a large scale Energy Conservation initiative for our clients. We have managed to bring Citi Indonesia to #2 rank in Asia Pacific in their Energy Conservation initiative in 2007 (The Candlelight Project) ahead of Australia, Japan, New Zealand, Singapore, etc. We also brought another project of ours, Graha Pangeran to win the ASEAN Energy Award back in 2002.

We wanted to take our Energy Conservation initiative to a new level. Dyah Ita was assigned to lead this initiative back in Feb ’09. It all started with a blank paper and a lot of ambition. How do we take what we have done to a new level of play?

Dyah started by gathering accurate data of our client’s energy profile at each facility. This effort alone takes quite an effort, because Dyah needs to gather, validate and analyze data from hundreds of properties. From the energy profile Dyah managed to identify potential areas of improvement, as well as best practices across the facilities in the portfolio.

It is very interesting to see all ingenious best practices implemented by our Supervisors in 12 cities in Indonesia and how those can be shared and implemented in other cities. Dyah led the sharing of initiatives.

All of these are done whilst continuously validating and analyzing all energy data daily, so that any discrepancy with the targeted energy consumption can be tackled quickly before it creates a big impact on the energy bill. This is done by Yuliani Novel, Deyla Novera, Relawaty, Dera Herawaty.

One of the initiatives is to upgrade the electrical installation in Citi’s branches using the latest technology in MCB. This initiative needs a certain investment and requires solid financial analysis, as the client is a bank. The installation of this is under the co-ordination of our Engineer, Adhe Dandy Yulianto, who did a great job.

This initiative has resulted in a very significant saving to Citi, and has been acknowledged by Citi’s CRS Regional Management in Asia Pacific. At the end of August 09, Citi has adopted this initiative as a regional initiative to be implemented in 13 countries across Asia Pacific. Another great result based on good character and initiative.

CRS Added Value

For Budget and Expenses at Citi, Colliers was able to assist in tracking the expenses for Non Contracted Services in Citi Project. This initiative was compiled by our IT Officer, Gembit Soultan, where he was able to make a Microsoft Access System that enabled our team to keep track of all of the expenses that is used for CRS FM Team. This data is constantly inputted and uploaded by our CRS Service Desk on a monthly basis, and it is continuously monitored to keep track of our expenses so that we are still in the boundaries of the budget. Icuk, our Service Desk has highly assisted by utilizing the Microsoft Access System compiled by Gembit by inputting all of the quotations processed so that we will be able to keep track of what works have been invoiced and what has not. Because of this initiative, benchmarked with the conditions in 2007, CRS is able to determine the exact amount of budget that needs to be accrued at the end of the year 2008. This means that CRS has been able to keep within the budget that has been announced by CRS Regional.

Other than that, Colliers has been able to launch a Paper Recycling Program that was initiated by CRS Regional. This program was launched for the Major Office Building since the past year. Also, CRS was able to assist Citibank GCG in conducting their first ever Clean Day, where all of the staff members were to take a half day on a Friday to clean up their work area. This program was launched for Indonesia, and there was a significant amount of paper that was able to be recycled. The money received from CRS Recycling Program and GCG Clean Day was then contributed to a local children's charity fund "Yayasan Bintang Pancasila".

Citi Awarded Colliers FM's Staff

(Left to Right) Yusuf Rahmad Basuki, Aris Susnanto,
Dyah Ita, Handoko Hartanto (Citi's Asset Manager),
Made Ardi Arta, and Parjono (Alex)

Handoko Hartanto, Citi's Asset Manager, on behalf of Michael S. Tanuhendrata, Citi's CRS Indonesia Country Head awarded six Colliers FM's staff with PRIDE Award and Extra Mile Achievement Appreciation. The PRIDE Award is a Regional (Asia Pacific) award, and the Extra Mile Achievement Appreciation is a national (Indonesia) award. Handoko presented the awards at Colliers FM Monthly Gathering on Friday 25 July 2008 in Jakarta. The recipients of the awards are Adhe Dandy Yulianto and Dyah Ita Susetyaningtyas receive the PRIDE Award, Parjono, Yusuf Rahmad Basuki, Aris Susnanto and Made Ardi Arta receive the Extra Mile Achievement Appreciation.

Adhe is awarded the PRIDE Award for his major effort and personal sacrifices in coordinating M&E work in three major branches refurbishment and infrastructure improvement at Citi Tower. Dyah is awarded for the effort and personal sacrifices for the Kebon Jeruk branch refurbishment and the Jamsostek major electrical work.

Parjono, Yusuf, Aris and Ardi receive the Extra Mile Achievement Appreciation for their excellent initiatives and dedication as proven many times within the Citi CRS operation.

Colliers FM is proud that once again our client recognizes our staff great characters.

Citi Wins 2008 Mystery Shopper's Survey - Colliers FM Receives Appreciation

Citi recently won a Mystery Shopper's Survey conducted by Infobank magazine and MRI (Market Research Indonesia), and was recognized with a 2008 Banking Service Excellence Award. The results were based on Mystery Shopper Surveys of 19 leading banks in Jakarta, Surabaya, and Makasar. The banks were rated on customer service, branch design, ATM facilities, and quality of electronic/mobile banking services. The results were published in Infobank magazine's May 2008 issue.

With branch design and ATM facilities part of the survey, it is obvious that facility management services was one of the support functions that helped Citi to win this award and Citi's Asset Manager, Handoko Hartanto appreciates Colliers FM’s role in this.

Citi Appreciates Colliers’ FM Staff’s Dedication

Citi's Indonesia Asset Manager, Handoko Hartanto appreciated the dedication of three Colliers FM staff: Alex (Parjono), Didik Maryanto and Adhe Dandy Yulianto. They all worked overtime even during weekends to solve problems at Citi's facilities and critical environment.

Parjono, or Alex as we call him, once again showed his reliability by sacrificing his weekend for work. During a training session on Saturday, 21 June 08, our Helpdesk received a service request from Citi's branch at Wisma Prima Tendean, Jakarta related to problems whereby some computer monitors in certain area of the building were flickering simultaneously. Alex found that the problem was caused by electromagnetic fields generated by a large outdoor unit located nearby. In doing so, Alex had to spend his entire Saturday to solve the problem.

At the same time, Alex also assisted our staff in Surabaya, Eko Romadhoni, to solve a problem in Surabaya remotely. Citi's Basuki Rachmat branch in Surabaya had a power outage. Eko in Surabaya coordinated with Alex and within less than one hour together they managed to solve the problem.

Didik Maryanto and Adhe Dandy Yulianto worked until 12.00 midnight on Friday, 20 June 08 to supervise a vendor to solve aircon problem in one of Citi's critical environments at its headquarters in Jakarta. Even though Adhe worked until 12.00 midnight on Friday, Adhe started working at 09.00 the next morning on Saturday 21 June 08 to monitor the results of the work.

During the weekend of 22 June 08, Didik also helped solving a power outage at Citi's Sunter branch in Jakarta, whereby Didik managed to solve the problem without any effect to Citi's operation.

We are proud of the character of our staff. Colliers’ FM appreciated each of them with Character recognition in June 2008.

UPS Problem Fixed the Same Night - Availability - Alex

On Thursday, 8 May 08 at 19:38 our Colliers FM Helpdesk received a call informing them that the Uninterrupted Power Supply (UPS) at Citi's Pondok Indah Branch was unexpectedly off. Our Helpdesk called Parjono (or Alex, as we call him), our Officer/Building Champion assigned for Citi. Alex, who was already at home having his dinner, went to Pondok Indah Branch right away.

Alex went through the electrical panels and the UPS and found that an old UPS unit had been turning on and off simultaneously. At that time our Colliers FM’s Facility Manager assigned for Citi, Fariz Rinosky was still in the office and even our client, Handoko Hartanto, Citi's Asset Manager was also still there, so coordination, support and quick decisions were made easily. Adhe Dandy Yulianto - our Senior Officer assisted Fariz and Alex remotely by teleconference call.

Once assured that the old UPS unit was the problem, Alex bypassed the unit. It sounds simple but in reality it was not, as being an important part of Citi's sensitive equipment, the system was locked.

Our team contacted a UPS maintenance vendor and they sent a Technician on-site who arrived at 20:15. The UPS vendor confirmed that since the unit was an old product, it would be difficult to get the spare parts, meaning that the whole unit had to be replaced. Based on this fact, our client, Handoko Hartanto used his influence to allow the UPS vendor to supply a replacement right away. It happened, and a while later a replacement UPS arrived and the whole work was completed at 04:00AM. Alex was there during the entire process.

Citi's Asset Manager, Handoko Hartanto sent us a compliment about Alex and the team for the extra mile taken to ensure a minimum disruption to Citi's operation.

Client Took Time To Appreciate - Dependability - Didik & Fariz

Early in April 2008, Fariz Rinosky (Fariz), Didik Maryanto (Didik) and our client, Handoko Hartanto, Citi's Asset Manager, met with Citi's CMB SCOO, Mr. Umang Moondra, at his office. He requested that the carpet in his office be replaced as it is still dirty despite the regular cleaning performed. Our team handled this service request quickly under Handoko's guidance. The budget was checked, the funds were available, and Handoko gave us the go-ahead.

Didik coordinated a carpet vendor and, over the weekend (5 April 08), the work was done and completed. Didik took full charge of the coordination including supervising the work during the weekend himself.

On Tuesday, 8 April 08, Fariz and Didik did some measurement work on the corridor close to Mr. Moondra's office. He was in a meeting at the time. To the team's surprise, he came out from the meeting to thank Fariz and Didik for the carpet work and to say 'a job well done'. Noone has ever intentionally come out from a meeting to express their appreciation for our work.

Didik’s and the team's quick response and dependability were the reason for this client's satisfaction.

Client’s First – Availability – Saepul Perdanaputra

Saepul Perdanaputra, or Ipul as we call him, is our Supervisor at DBS. His assignment is to focus on DBS Indonesia Headquarters at Permata Plaza. He is the one coordinating and supervising vendors’ work, and for high response work, performs the work as needed himself. Ipul is highly skilled, has a long experience in Colliers FM, and has been working for a number of clients before his assignment at DBS.

At DBS, we have just started in Jan 08, Ipul is facing a big challenge, with a high client's expectation. With Colliers FM staff on-site, everyone at DBS wants their enquiry to be completed in no time, regardless of the urgency of the work. Basically everything is urgent regardless of the type of work as agreed in the agreement. Ipul understands that it takes time and customer satisfaction is the priority.

Ipul attended to every enquiry promptly, even if the enquiry is not urgent according to the agreement. Often he works late, and he often comes on Saturday or Sunday to work to follow up enquiries which actually can be treated as not urgent, and thus, according to our Service Level Agreement, can wait. Once, Ipul had a fever but he still reported to work to complete some outstanding issues.

We have received many compliments from DBS on Ipul's quick response, great character and his attitude. In March 08, Ipul was awarded Colliers FM Employee of the Month.

Jakarta Flood 2008 - Thoroughness - Saepul, Sukron, Parnyo, Irfan, Amron & Achmad

It was Friday, 1st Feb 08, we have all Supervisors from all over Indonesia at our Prapanca office for a two-day training. It was raining since early in the morning, non-stop, and it happened, Jakarta was flooded. We had just been appointed by DBS to manage all their premises in Indonesia, and we were still trying to put it all together.

DBS Kelapa Gading branch and DBS Muara Karang branch were flooded, Amron K. Wahyudi our Account Manager and Achmad Chotib, our Chief Engineer quickly decided that we have to get our Supervisors on-site to minimize the impact to the branches. We need to have sand bags and extra fuel for the genset the soonest possible. Saepul Perdanaputra, our Supervisor assisted by Parnyo, our driver were sent to DBS Muara Karang branch. Sukron, another Supervisor and Irfan, our Helper were sent to Kelapa Gading, Kota and Muara Karang to deliver extra fuel for the gensets.

Saepul and Parnyo left our Prapanca office at 14:00 with the objective to coordinate vendors to deliver the sandbags and help DBS Muara Karang branch to minimize the flood impact. Traffic was totally jammed, they arrived 6 hours later at 20:00. All of the vendors gave up. Saepul and Parnyo didn't.

Sukron and Irfan left our Prapanca office at 18:00 with fuel to deliver to three DBS branches. They arrived at DBS Kelapa Gading at 21:00, DBS Kota branch at 24:00 and DBS Muara Karang at 02:00 in the morning! They got back to the office at 03:30 in the morning after completing their tasks.

Each of them can give up at anytime with solid excuses. They did not. They showed their great responsibility, persistence and thoroughness. Colliers FM gave Amron, Achmad, Saepul, Sukron, Irfan and Parnyo Character Recognition Certificates in Feb 08.

Jakarta Electricity Shutdown - Alertness - Aris Susnanto

It was in February 2008. The state Electricity Company (PLN) was facing a challenge in maintaining electricity supply in Java-Bali, the bad weather has caused their supply of coal and fuel to their power station to be late to arrive at their scheduled time.

PLN announced that starting from 21 Feb 08 they had to switch off electricity in different areas in Jakarta in different times. With our help, Citi had been well prepared for power outage, in 2007, there were a lot of improvement measures that were done. The thing was the announcement was made the night before the actual shutdown plan, we received the news at 21 Feb 08 at around 20:00. SMS are quickly sent to our team including Aris Susnanto. Aris is one of our Supervisor assigned for the Citi project. He is responsible for Branches in South Jakarta.

The next morning, at 06:00AM Aris was already at the branches under his coordination. He checked all the electrical infrastructure and run the available genset for a test run. He ensured that everything was ready for the PLN shutdown. This was out of Aris' own initiative, the instruction given was to be alert only. Without detailed instruction Aris had shown his responsibility and took steps to minimize interruption to Citi's operation.

The electricity shutdown happened, all genset run smoothly, Handoko Hartanto, Citi CRS Indonesia Asset Manager was very happy with the result and recognized Aris' initiative. Colliers FM had also recognized Aris' Alertness character and presented him a Character Recognition Certificate in Feb 08.

Keeping The Clients Updated - Dilligence - Icuk Sukartini

Icuk Sukartini is our Helpdesk/Service Desk Officer at our Citi's project. She receives phone calls and emails from all Citi's branches all over Indonesia and dispatch the inquiry to the relevant member of Colliers FM team.

Part of a Helpdesk/Service Desk routine is to email the inquirer progress of the work. For work outside Citi's, this is done automatically by our CFM System, where the system generates the update, capturing what happened as updated by our Supervisor on-site. The CFM System generates the email, our Helpdesk Officer then dispatch the email to the inquirer by just clicking a button.

In Citi, we have to work within their intranet, therefore the automated system does not apply. Icuk has to manually type the update on Outlook and send the email to the inquirer. This means many emails have to be written every afternoon, requiring and a lot of dilligence. This is where Icuk shows all the characters required. On a daily basis, she checks the progress to the Supervisor or Vendor related, typed the updates in the database and type them once more on the emails to be sent to the inquirers. One by one, day by day, whilst she is also receiving inquiries by phone and email.

We receive many e-mails from the inquirers thanking Icuk for the updates. They also highlight her great characters. We receive them in the form of a simple "Thank you!" to "Very much thank you for your kind help & support... ".

At the end, problem solving does not only happen on-site, but also in the mind of our clients. Here at Colliers FM, we facilitate our clients' life.

Citi's 'On The Spot Recognition' - Made Ardi Arta

Made Ardi Arta or Ardi as we call him is a Colliers FM staff assigned to manage our portfolio in Bali, in particular, Citi's premises. Ardi is known for his pleasant personality and his service attitude. Ardi always take a proactive role by asking people, what they need from Ardi in regards to the facility under his coordination, rather than waiting for request to come to him.

In implementing Colliers FM Energy Conservation Program, Ardi was given the instruction to monitor the branch's Energy Consumption. Ardi found that somehow the electricity from another shophouse in the same complex as Citi's Bali branch was hooked up to Citi's electricity meter, which has caused Citi's to pay for more than it consumed. The other shophouse has its own meter, but it was not directly connected to the PLN supply but to Citi's meter. No one knew why this happened but surely it was something intolerable.

Ardi reported this to PLN (State Owned Power Company) and they rectify the installation. PLN reimbursed all the unjustified bill to Citi which was about IDR 12,000,000 (approx. USD 1,276), a significant amount for the size of Citi's Bali branch.

With this initiative along with his pleasant attitude and great characters, Ardi was recognized by Citi's management. In July 2007, Citi awarded Ardi with 'On The Spot Recognition' which was given personally by Shariq Mukhtar, Citi's Indonesia Country Business Manager who flew from Jakarta to Bali for this.

Idul Fitri Big Holiday - A Big Working Day - Tri Yuliantoro

It was Idul Fitri in 2005, the annual celebration day for Moslem after the fasting month. It is a big holiday for Indonesia, a day when everyone get together with their families. At the same day, there was a trouble at Citi's Semarang Branch, the city where Tri Yuliantoro is responsible for. There was a power failure at the branch.

Upon receiving the report, Tri went to the branch and found that the Automatic Transfer Switch fails. This equipment is suppose to automatically supply the electricity from the available generator set to the branch in the case of power failure from the PLN (State Owned Power Company). It happened that in that very day, the Idul Fitri, the ATS failed, thus there is no electricity at all to the branch.

Tri quickly coordinated the specialist vendor and technicians from PLN to come to the site to do whatever possible. This was surely not easy considering it was a big holiday. Luckily Tri managed to persuade them to come on-site and to do the work. They did what they can and it took them the whole day to provide a temporary solution whereby the electricity is on again at the second day. They still continued the work until the ATS is completely repaired and completed all the work necessary in the 4th day, which was still a holiday.

Tri Yuliantoro practically left his family during the time where he was supposed to be in a holiday with. The bank was closed but the ATM needs to be in a full function. Tri managed to minimize the business interuption so Citi can continue their service to their clients.

Citi appreciated Tri Yuliantoro's effort in this along with his good character which he shows on a daily basis in providing his service as part of Colliers FM. In mid 2006, Citi's Semarang Branch nominated Tri Yuliantoro in Citi' STAR Award representing Citi Semarang Branch. Tri is certainly not Citi's employee, whereby this Award is for. It showed the appreciation from Citi, as the client to a Colliers FM's staff.

We are all proud of it.

Jakarta Flood 2007 – Half Swimming To Work - Fariz Rinosky & Parjono

It was in Feb 2007, the time when Jakarta was flooded. Being in a team assigned by Colliers FM to manage Citi (Citibank) properties, Fariz Rinosky and Parjono – or Alex, as we call him – did all that they can to provide our support to Citi. One of Citi's branch is located in Kelapa Gading area, which is one of the worst area hit by the flood. Fariz and Alex were instructed to go to Citi's Kelapa Gading branch to do all they can to minimize the flood impact and to allow business continuity to the maximum extent.

Fariz and Alex took the order and went there with Citi's pool car. The car can only go as far as Pulomas area which is still a few kilometers away from Citi's Kelapa Gading branch. The flood caused heavy traffic jam and no water had reached 1.2m high.

They both got off the car and continue the journey by walking, and took a ride on a truck that was helping evacuation in the area. To a certain degree, they had to walk through the water which has reached 1.2m in the area.

They both managed to get to Citi Kelapa Gading, all soaking wet. They quickly organized the cleaners who managed to get to work before water went up, to do all they can to reduce the flood impact.

Citi decided to close the branch that day, like any other banks in that area, but with Fariz's and Alex's presence, a lot of things were done thus allowing the branch to re-open in less than a week's time.

Flood is a force majeure, Fariz, Alex and our entire Citi team can just gave up and can easily find an excuse, but they didn't. We don't just provide Facility Management service, we facilitate our clients' life.

No Electricity - Not Our Scope, We Solved The Problem Anyway - Bertha M. Gani

Most of our work is in Commercial Facility Management, but we also do Residential Facility Management services, for most of our clients, we also manage and pay their utility bills including electricity, water, waster removal, pool maintenance etc. Hess, one of our client opt to do this internally, meaning that for Hess, it is not within our scope of work.

Somehow, electricity payment for one of the house which is occupied by the Shucart was late for two months. In October 2005, PLN, the state owned power company cut of the electricity. The husband was on a business trip, the wife was in USA and their daughter was at home with domestic staff.

We were called to help, Bertha M. Gani, our Account Manager stepped in. She could easily say that it was not Colliers FM's scope of work and we got nothing to do with the cause of the problem, but she didn't. She arranged for a hotel accommodation for the daughter and Colliers FM's Technicians ensured that the available genset could be operated continuously for some part of the house whilst Bertha was trying to solve the problem with PLN.

The husband came back and decided to stay in the house with the daughter even with the limited electricity.

The next month, the same problem came again. Payment was late, PLN sent its officer to cut of the electricity, it all happened during a weekend. This time Bertha negotiated with the PLN officer to delay the electricity cut off until Monday for her to solve the problem. They agreed.

In the Customer Service Satisfaction form we did in Jan 2006, the Shucart wrote, "Bertha was very helpful on a problem I had when I was out of town. She should be recognized for this extra effort she exhibited".

It was easy for Bertha just to say no, afterall it was not within our scope of work, but we are here not just to make business, we are here to facilitate your life.

Water Problem - Between the Landlord and the Tenant - Amron K. Wahyudi

In Facility Management, we also do Residential Facility Management, we manage the repair & maintenance of houses of our clients, typically multinational corporations. One of the clients we have is Hess, an oil company. They have a number houses occupied by their expats in Jakarta.

One of the tenant was the Fell family. The house is located in Cipete Area, South Jakarta and the lease was just been renewed. The house had been having problem with the water pressure, which was not stabil. It surely was not convenient for anyone taking a shower or doing kitchen work.

As the lease was being renewed, the tenant, who is an Engineer by profession, asked the landlord to add a booster pump in the water reticulation system to solve the problem. The landlord agreed and he installed the booster pump.

Apparently the water pressure was still not stabil after the booster pump was installed. As Colliers FM manages the house, the tenant asked for our help at 7th August 2007. With the given condition, Amron K. Wahyudi, our Account Manager and Achmad Chotib, our Chief Engineer analyzed the problem, and come up with a solution to install a pressure tank. The tenant wasn't convinced that it would solve the problem, insisting that the booster pump should be the answer and it should had been working.

Even worse, the lease agreement said that capital expenditures like installing a pressure tank should be borne by the landlord. The landlord, had already spent a lot with the booster pump, didn't agree with our proposal at all.

Amron didn't give up, he continuously tried to talk to the landlord and the tenant explaining the reason behind our proposal and what we have experienced before in other houses that we managed. It was a difficult task as from a layman's point of view, our is not something can can easily be understood. Meanwhile, the water pressure instability was still creating a lot of problem for the tenant.

With his finesse in dealing with people, Amron managed to convince both the landlord and the tenant. The pressure tank was installed at 10th Sept 07, fully paid by the landlord.

Guess what? Problem solved.

In her e-mail, Mrs. Fell wrote: "Thank you so much for fixing our water problems. It is great to be able to take a warm shower now. We also can use 2 showers at the same time and have enough water. It has helped with our time schedule especially in the morning. Thanks so much".

We are in Facility Management service. We facilitate our clients' life.

Jakarta 2007 Flood - Business As Usual - Christina Ng

Thursday, 1 Feb 2007, Jakarta was hit by a flood. Citibank, our client who has branches all over Jakarta was of course much affected. The branch in Kelapa Gading is right in the middle of a flood prone area. Colliers FM dedicated team assigned for Citibank put their best efforts to handle the situation well. Under the direction of Christina Ng and Andradi Maliki, the team closely work together to provide all the support functions to allow business continuity of the branches.

Christine had been able to maintain the coordination, putting her best efforts to arrange for transport of sand bags, coordinating security guards, and certainly, managing the Facility Management team to ensure the business continuity to the maximum extent including backup power, emergency communication line, handling of inquiries coming in to our Helpdesk, and lots and lots of things, after all this is a force majeure.

The only thing was, Christine's home was also flooded. Since early morning 1 Feb 2007 her home in Karet area, in the center of the Jakarta CBD was flooded. She could just excuse herself and focus on her own needs, but she didn't. Although she can not get to the office, she was still willingly receiving calls for help from different branch managers and she maintained to keep all coordinations as needed going. There was no electricity at her home because of the flood and water was getting higher and higher. She was relying on her handphone which battery lasted only up to almost midday. Then, she borrowed her friend's handphone and use the available battery to continue coordinating the team.

By noon, water was about 1.5m high, Christine decided to leave her home to her friend's which was safer, yet, coordination kept going strong. None of the people on the other end of the phone knows the condition she was facing herself, just business as usual.

In the end, we got a big thank you note from Citibank's Corporate Real Estate Services in Jakarta and the Regional Office in Hongkong. Mr. Handoko Hartanto, Citibank CRS Asset Manager in Indonesia specifically wrote, "I would like to thank you for your support to the bank during the Jakarta flooding disaster period. Christine: although her house was flooded, still kept to manage the team".

This is a true story.