Caring for Customers Embracing Change by liaoqinmei

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									                                   Change”
 “Caring for Customers : Embracing Change”
            Project Management –
Experience of the Hong Kong Housing Authority


                           12 May, 2006
                   Ms. Ada Y.S. Fung
   Deputy Director (Development and Construction)
           Hong Kong Housing Authority




     Project Management – The Hong Kong Housing Authority’s Experience
                                                Authority’




     Caring for Customers :
      Embracing Change
 Introduction
 Refocusing Our Future Direction
 The Roadmap of Project Management
 Master Layout to Detailed Design
 Tender
 Construction
 Completion and Beyond
 Key Success Factors
      Project Management – The Hong Kong Housing Authority’s Experience
                                                 Authority’




                                                                          1
                       Introduction




          Project Management – The Hong Kong Housing Authority’s Experience
                                                     Authority’




Our Vision
  To help all families in need gain access to adequate
  and affordable housing

Mission
  To provide affordable quality housing, management,
  maintenance and other housing related services to
  meet the needs of our customers in a proactive and
  caring manner
            cost-
  To ensure cost-effective and rational use of public
  resources in service delivery and allocation of
  housing assistance in an open and equitable
  manner
  To maintain a competent, dedicated and
  performance-
  performance-oriented team
             Project Management – The Hong Kong Housing Authority’s Experience
                                                        Authority’




                                                                                 2
 Refocusing Our Future Direction
Exploring ways to strictly control the construction
and management costs
Striving to improve its work processes
Streamlining the departmental structure
Undertaking a review of its Domestic Rent Policy
                                      car-
Taking steps to divest its retail and car-parking
facilities




      Project Management – The Hong Kong Housing Authority’s Experience
                                                 Authority’




      Roadmap of Project Management
      Development and Construction Division

            the Project Manager of
            Capital Works projects
            lead, plan, organize and exercise
            budgetary, time and quality
            management
            risk management
            value management
            change management

       Project Management – The Hong Kong Housing Authority’s Experience
                                                  Authority’




                                                                           3
                         Feasibility Studies &
                          Conceptual Layout


                              Who is our client ?
                       Who is our customer ?



                     Project Management – The Hong Kong Housing Authority’s Experience
                                                                Authority’




    Feasibility Studies & Conceptual Layout
     Partnership through Teamwork and Community Involvement

     Core values :
                 Customer-
         Caring, Customer-focused, Creative and Committed


                                                 Work flow
2
               2.1                     2.2                      2.3                      2.4
                                                               Prepare           Obtain PDRC’s &
            Carry out               Formulate            conceptual layout,      SPC’s approval on
           inception &             development            estimate, prog. &       layout, estimate,
        feasibility studies         parameters            financial viability     prog. & financial
                                                             assessment         viability assessment

                                                                                                       3

                Project Management – The Hong Kong Housing Authority’s Experience
                                                           Authority’




                                                                                                           4
           Master Layout To Detailed Design

               Share experience
               Build smarter
               Quality
               Sustainable development
               Cost-
               Cost-effectiveness

                                              Work flow
    3
                3.1             3.2             3.3              3.4              3.5           3.6
          Prepareoutline   DesignForum     Project team       PD C(2)
                                                                R              O /C A
                                                                              S M HM            BC
              design       1- Experience   collaboration            ent
                                                           endorsem for              ent
                                                                            endorsem for      Approval
             proposal         Sharing                         O /C A
                                                             S M HM           C
                                                                             B subm  ission
                                                             subm ission
                                                                                                         4
                      Project Management – The Hong Kong Housing Authority’s Experience
                                                                 Authority’




                  Sustainable Design

          Promote healthy living, green
          environment
                  energy-
          Explore energy-efficient design
          Adopting Life Cycle Assessment and
          Costing


     Reduce

Recycle     Reuse



                       Project Management – The Hong Kong Housing Authority’s Experience
                                                                  Authority’




                                                                                                             5
Functional and Cost Effective Design

 To utilise shared and surplus resources in the vicinity

 To review development densities and catchment
 areas for community facilities

    re-
 To re-examine standards and building provisions to
 optimize design, construction practices and choice of
 materials




      Project Management – The Hong Kong Housing Authority’s Experience
                                                 Authority’




     Buildability
      Flat modules
      Mechanized construction
      Large panel formwork
      Pre-casting
      Prefabrication




          Project Management – The Hong Kong Housing Authority’s Experience
                                                     Authority’




                                                                              6
Serving Special Needs in the Community
      Enhance accessibility
      Provision of facility
      Flexibility of internal layout
      Universal Design




        Project Management – The Hong Kong Housing Authority’s Experience
                                                   Authority’




 Response to Heritage and Neighbourhood
         in Community Housing
  Revitalize the old
  neighbourhood and improve
  quality of living

  Enhance community
  involvement in the planning
  process and participation of
  local resident organizations
  in heritage conservation and
  community art design

  Provide quality and
  affordable public housing for
  the target population
        Project Management – The Hong Kong Housing Authority’s Experience
                                                   Authority’




                                                                            7
                       Specification
                     Technical contents enriched
                            User friendly
                          web-
                        A web-based system




               Regulatory Submissions
                        Regulatory compliance
                         Standards / practices

       Project Management – The Hong Kong Housing Authority’s Experience
                                                  Authority’




                           TENDER
            Translating design into reality
                     Drawing production
                     Tender documentation
                     Invite tenders
                     Tender evaluation
                     Tender acceptance

                          Work flow
5
         5.1              5.2                 5.3           5.4
                                       Evaluate tenders
    Prepare tender        Invite       and submit tender   Accept
      documents          tender       paper to TC / HDTB   tender
                                         for approval
                                                                           6   7

       Project Management – The Hong Kong Housing Authority’s Experience
                                                  Authority’




                                                                                   8
       Procurement Principles
Safeguard the open and fair                          Procurement
competition in the market place                      Strategy and
                                                     Listing
Partner in a fair, reasonable and
ethical manner
                                                                                           Tendering
Provide effective administration                                                           and
which is accountable and                                                                   Approval
                             Contract
transparent                  Review and
                                        Migration
Obtain value for money
Incorporate risk management on
a holistic basis
                                                                        Contract Implementation
Maintain continuous                                                     and Performance
improvement                                                             Monitoring




             Project Management – The Hong Kong Housing Authority’s Experience
                                                        Authority’




Sustain Quality Performance and
     Service Improvements
   Performance Assessment Scoring System

   Preferential Tender Award System

   Strategic Partnering schemes

   Specify value objectives



            Project Management – The Hong Kong Housing Authority’s Experience
                                                       Authority’




                                                                                                       9
       Performance Monitoring

        A “Family of
           Systems”
               PASS
               BSPASS
               MASS
               PSAPAS



             Project Management – The Hong Kong Housing Authority’s Experience
                                                        Authority’




Preferential Tender Award System (PTAS)

 Outstanding performers have a better chance of winning
 the contracts
 Performance as well as price become significant in the
 consideration of tenders
 The system is firmly based on PASS score and league
 positions of companies is equitable and also objective
 The system is further enhanced with corporate score
 component
 Contractors strive hard to achieve good Performance
 Scores


           Project Management – The Hong Kong Housing Authority’s Experience
                                                      Authority’




                                                                                 10
            Strategic Partners
Premier League Scheme
 motivates contractors who adopt sound
 management systems and practices

 provides incentive to upgrade their
 professional and competency, and to
 invest in new technologies

 encourages development of a culture of
 continuous improvement by recognizing
 and rewarding consistently good
 performance and contribution



          Project Management – The Hong Kong Housing Authority’s Experience
                                                     Authority’




 Alternative Procurement Mode
     Modified Guaranteed Maximum Price /
         Open Book Contracting model

                           contractor’
     enable integration of contractor’s expertise
     and innovation

     provide cost saving incentives

     support better control of subcontracting



           Project Management – The Hong Kong Housing Authority’s Experience
                                                      Authority’




                                                                               11
         Counterparty Management
        Information System - COMIS
                                           1
                                                         Contract                           Committee
                                    Performance                              Tender


                                    Application Counterparty                 Listing       Reporting &
                                     Vetting                                               Query tools


                                                          System                         E-mail and PC
                                                                          Workflow,
                                       Security          interface                          utilities
                                                                           DMS




                         Total Business Relationship Management

                         Support to Procurement

                         Knowledge Management
                         Project Management – The Hong Kong Housing Authority’s Experience
                                                                    Authority’




                                             CONSTRUCTION
Work flow of foundation construction
                                                                                                                                           6.7
                                              6.2                                                                                Action on Maintenance
                                          Construction                                                                           Period & Final Account
    6                                     Management                        6.5
                   6.1                                                  Prepare for                  6.6                                 6.8
                                               6.3                      Substantial                                                 Conduct Post
                Prepare for             Manege & control                Completion               Arrange Final                   Construction Review,
              Commencement             expenditure / budget               & Issue                Inspection &                       Feedback &
                 of Work                                                Completion               Handing Over                    Experience Sharing
                                              6.4                          Cert.
                                       Report contractor’s
                                         performance                                                                        7



Work flow of building construction
                                      7.2
                                                                                           7.6                       7.8                     7.9
                               Contract Progress /
                                Quality / Safety
                                                                                       Maintenance               Final Account           Handling of
7                                Management
                                                                                         Period                                         Latent Defects
             7.1                                                  7.5
                                       7.3
          Prepare for         Contract Expenditure /           Substantial
        Commencement          Budget Management               Completion &
                                                              Handing Over                 7.7
           of Work
                                     7.4                                               Post Contract
                               Assessment of                                             Review
                          Contract / Sub-contractor
                                Performance




                         Project Management – The Hong Kong Housing Authority’s Experience
                                                                    Authority’




                                                                                                                                                          12
Coming together is a beginning.
  Keeping together is progress.
  Working together is success.
   Partnership
   - A common sense of purpose
   - Commitment to quality
   - Common goal

   Dispute Resolution Advisor System

       Project Management – The Hong Kong Housing Authority’s Experience
                                                  Authority’




Driving Improvements through
   Continuous Assessment
Comprehensive performance assessment

Assessed on a regular basis

Driving throughout the entire project life cycle




        Project Management – The Hong Kong Housing Authority’s Experience
                                                   Authority’




                                                                            13
         Site Safety Strategy
       Accident analyses
       Tenders and Contracts
       Sanctions and Incentives
       Site Related Safety Culture and Safety
       Systems
       Organisations’
       Organisations’ Safety Culture and Safety
       Systems




            Project Management – The Hong Kong Housing Authority’s Experience
                                                       Authority’




                        Site Safety
Green Card/ Silver Card
and Trade Tests for
                                                                          Accident Rate per 1000 workers
workers since 1994 and
1995                                                        400


                                                            350
                                                                   374
                                                                          353
                                                                                364




                                                                                      302
                                                                                             295


Safety Plan and
                                                            300                                      275
                                                                                                                              248         HK
                                                                                                            236
                                                            250                                                         227
                                                                                                                  220
                                                                                221

Independent Safety Audit
                                                 A/C rate




                                                                    206   206                                                       198
                                                                                       195
                                                            200


                                                                                               160                                         150


since 1996                                                  150                                            HD
                                                                                                                              129
                                                                                                                                                    115
                                                                                                                                     109
                                                            100                                       88           90                                        85
                                                                                                             82                                86
                                                                                                                        77                                           68.1     60.3
                                                                                                                                                                                       59.9
                                                                                                                                                      55.8


Pay for Safety Scheme
                                                            50                                                                                                37.8     32.8     29.2
                                                                                                                                                                                         21

                                                             0



since 2000                                                        1989 1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005




Pay for Safety,
Environment and
Hygiene Scheme in 2003
      Project Management – The Hong Kong Housing Authority’s Experience
                                                 Authority’




                                                                                                                                                                                              14
                        Housing Construction Management
                           Enterprise System - HOMES
                               Dat a Management
                                                                                                                                  Housing
                                                                                                                                                              Contractors
                                                                                                                                 Department


                                                                           a ite
                                                                         D ilyS




                                                                                     Filtering and Summarization
                                                                          np c n
                                                                         I s e tio
Re-use of Information




                        Site                                         o th
                                                                   M n ly
                                                                    ro re s
                                                                   P g s                                              Other
                                                                                                                   Government                                               Subcontractors
                                                                     eo
                                                                    R p rt                                         Departments
                                                                    o tra ts
                                                                  (C n c )
                               CM
                                                                  ro re s
                                                                P g s
                                                                  a mn
                                                                Py e t                                                                         Project Bank
                                                                e a n
                                                               C rtific tio
                                    QS
                                                         ro re s
                                                        P g s
                                                          eo
                                                        R p rt
                                                                                                                    Utilities
                                                         ro c )
                                                       (P je ts                                                                                                               Suppliers
                                         PM
                                                                                                                   Companies


                                                     ro re s
                                                    P g s
                                                     u m ry
                                                    Sm a
                                                      HP
                                                    (P C )
                                           MP
                                          S /M
                                                                                                                                                               Property
                                                                                                                                 Consultants
                                                                                                                                                              Management




                                                 Project Management – The Hong Kong Housing Authority’s Experience
                                                                                            Authority’




                                                 Completion and Beyond
                                              Customer-oriented Process

                                              Creating Caring Community

                                              Service-oriented Management and
                                              Maintenance

                                              Fostering Green Living concept

                                              Promoting Clean Living Culture

                                                   Project Management – The Hong Kong Housing Authority’s Experience
                                                                                              Authority’




                                                                                                                                                                                             15
                                                                                   Completion

                                                                     Mass Intake of
                                                                      Residents


                                  Technical Improvement               Media /Public             Residents Survey
                                        Unit (TIU)                     Complaints


                                                         Analyse data and prepare a framework
Feedback




                                                                 for the Joint Site Visit

                                                                     Joint Site Visit



                                                                      Post
                                                                Completion Review



                                                             Debriefing and Experience Sharing
Knowledge Dissemination




                          Reviews Model Client Brief            Review feedback and feed forward
                                                                                                        Feedback on contract management
                          Reviews Design Guides                 process
                                                                                                        to process owners
                                                                Proposed maintenance strategies



                                Approval
                                                               A Customer-oriented Process:
                            Revised Model Client Brief
                            and Design Guide
                                                               Post Completion Reviews

                                        Project Management – The Hong Kong Housing Authority’s Experience
                                                                                   Authority’




                            Creating Caring
                             Communities
Estate Management Advisory
Committee

        A platform for tenants’
        participation in estate
        management




                                        Project Management – The Hong Kong Housing Authority’s Experience
                                                                                   Authority’




                                                                                                                                          16
Services-oriented Management
        and Maintenance
  Publicity and Tenant Education Plan

  Total Maintenance Scheme

  In-
  In-flat Ambassadors

  Estate Improvement Programmes

  Maintenance Hotline

  Customer service coordinators

  Monitoring property service agents and
  maintenance contractors

       Project Management – The Hong Kong Housing Authority’s Experience
                                                  Authority’




Fostering Green Living Concept




         Project Management – The Hong Kong Housing Authority’s Experience
                                                    Authority’




                                                                             17
Promoting Clean Living Culture




      Project Management – The Hong Kong Housing Authority’s Experience
                                                 Authority’




    KEY SUCCESS FACTORS
     Partnering through teamwork

     Creating better value in service delivery
     Focusing on sustainability
     Providing incentives to sustain continuous
     improvements
     Improving quality performance
     Promoting community involvement
     Training and education
     Applying the use of Information Technology


       Project Management – The Hong Kong Housing Authority’s Experience
                                                  Authority’




                                                                           18
Thank You

Project Management – The Hong Kong Housing Authority’s Experience
                                           Authority’




                                                                    19

								
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