POLITECNICO DI MILANO SCHOOL OF ARCHITECTURE URBAN PLANNING CONSTRUCTION ENGINEERING Management of Built Environment Facility Management in Iran, a New Approach Towards Customer Service Academic Year 2017/18 Supervisor: Professor: Prof. Andrea Ciaramella Co-supervisor: PhD Candidate Alberto Celani Thesis of: Mehdi Poorfarsi 840761 Contents FIGURE INDEX ............................................................................................................................................. 4 TABLE INDEX ............................................................................................................................................... 7 Abstract ...................................................................................................................................................... 9 CHAPTER ONE ........................................................................................................................................... 11 Definitions ................................................................................................................................................ 11 1.1) Map of Thesis .................................................................................................................................... 12 1.2) Maintenance ..................................................................................................................................... 12 1.2.1) Maintenance types ....................................................................................................................... 14 1.2.1.1) Reactive Maintenance ........................................................................................................... 14 1.2.1.2) Preventive Maintenance ........................................................................................................ 15 1.2.1.3) Predictive Maintenance ......................................................................................................... 16 1.2.1.4) Reliability Centered Maintenance ......................................................................................... 18 1.3) Facility Management ......................................................................................................................... 19 1.3.1) The Scope of Facility Management............................................................................................... 20 1.3.2) The Goals of Facility Management ............................................................................................... 20 1.4) Outsourcing ....................................................................................................................................... 21 1.4.1) Reasons for outsourcing ............................................................................................................... 21 1.5) Maintenance, Facility Management and Outsourcing Relation ...................................................... 21 1.6) Global Service .................................................................................................................................... 22 1.7) Other Terms and Definitions ............................................................................................................. 23 1.7.2) Service Level Agreement .............................................................................................................. 23 1.7.2.1) Purpose .................................................................................................................................. 24 1.7.2.2) Maintenance Core Responsibilities ....................................................................................... 24 1.7.2.3) What should be included in an SLA ....................................................................................... 24 1.7.2.4) The main elements of a good SLA ......................................................................................... 25 CHAPTER TWO .......................................................................................................................................... 28 Startup and Valuation Methods ............................................................................................................... 28 2.1) Startup a Facility Management Company ......................................................................................... 29 2.1.1) What Is a Startup .......................................................................................................................... 29 1 2.1.2) What Are Startup Valuation Methods .......................................................................................... 29 2.1.3) Why are Startup Valuation Methods Important .......................................................................... 30 2.1.4) What determines a startup value ................................................................................................. 30 2.1.5) Things to Consider When Choosing a Startup Valuation Method ................................................ 32 2.1.6) Brief Introduction of the Most Famous Startup Valuation methods ........................................... 32 2.1.6.1) Venture Capital Method ........................................................................................................ 32 2.1.6.2) Berkus Method ...................................................................................................................... 33 2.1.6.3) Scorecard Valuation Method ................................................................................................. 33 2.1.6.4) Risk Factor Summation Method ............................................................................................ 34 2.1.6.5) Cost-to-Duplicate Method ..................................................................................................... 34 2.1.6.6) Discounted Cash Flow (DCF) Method .................................................................................... 35 2.1.6.7) Valuation by Stage ................................................................................................................. 35 2.1.6.8) Comparable Method .............................................................................................................. 35 2.1.6.9) The Book Value Method ........................................................................................................ 36 2.1.6.10) First Chicago Method ........................................................................................................... 36 2.2) Startup Goal ...................................................................................................................................... 36 2.3) Determine a Startup Value Factors ................................................................................................... 37 2.4) Examining the Startup with the Valuation methods ......................................................................... 38 2.4.1) Risk Factor Summation Method ................................................................................................... 39 2.4.1.1) Calculation: ............................................................................................................................ 40 2.4.1.2) Numbers Allocation Reasoning: ............................................................................................. 40 2.4.2) First Chicago Method .................................................................................................................... 43 2.4.2.1) Applying First Chicago Method on The Case ......................................................................... 47 CHAPTER THREE ....................................................................................................................................... 52 Case Study Presentation........................................................................................................................... 52 3.1) Case Studies Introduction ................................................................................................................. 53 3.1.1) Artelia Group Introduction ........................................................................................................... 53 3.1.2) Artelia Italia ................................................................................................................................... 53 3.1.3) Milan Office Introduction ............................................................................................................. 54 3.2) Elahiyeh Project Detailed Description ............................................................................................... 54 3.2.1) Location ........................................................................................................................................ 55 3.2.2) Road Connection ........................................................................................................................... 56 3.2.3) Elevations and Mass Design .......................................................................................................... 58 3.2.4) View and Exterior Design .............................................................................................................. 59 3.2.5) Interior Design and Civil Works .................................................................................................... 61 3.2.5.1) Civil Works Cost Estimation ..................................................................................................