MECSC workshop highlights customer expectations

This was stated by Duncan Waddell, Managing Director, FM Intelligence Pty Ltd, Australia, during the three-day workshop on Operations and Facilities Management at the Burjuman Rotana Suites.

Organised by the Middle East Council of Shopping Centres (MECSC), the workshop demonstrated the need to integrate principles of safety and environmental responsibility into all aspects of planning and operations in shopping centres.

"Although an already common practice in Western countries, this is a fairly new field of thinking and I must say, a very positive one," Mr. Waddell said. "As the market place becomes more sophisticated, so do customer expectations. This leads to a fairly good relationship with retailers, centre managers and the customers. Also, don't forget that the government takes note of this positive progress because sooner or later, the government will start enforcing it as law."

The advanced workshop was offered under license from the Property Council of Australia, and was targeted towards facilities, operations and asset managers to enhance their skill sets and thereby embellish the burgeoning retail real estate property industry.

Mr Waddell also said he is glad to note there has been an incremental change in the way workshop attendees conduct business at their place of work. "I've seen a good amount of change in the way attendees have conducted themselves. This advanced workshop allowed them to think more strategically so that they create value for the shopping centre and thus, for the customers," Mr. Waddell added.

Attendees agreed that the workshop has further sharpened their operations and facilities management skills. While Waleed K. Al Shurian, CEO, Mabanee Group, Kuwait said the ideas on environment, safety and sustainability were eye-openers, Khalique Siddiqui, Operations and Facilities Manager, City Centre Muscat said he is happy to have enhanced his skills in the finance and budgeting areas.

Majid Salem, Retail Business Manager, Deira City Centre said he will ensure full utilization of infrastructure, ambience & traffic management resources to accentuate shopping centre experience for his customers.

Kim Redman, Regional Director, MECSC said:

"The Ops-FM advanced workshop provided an overview of the present issues facing facility managers with a view to establishing best practice systems at work. I strongly believe the attendees have greatly benefited from this workshop and Waddell's vast experience in international management."

This advanced course outlined an understanding of building services and maintenance, occupational health and safety, environmental aspects associated with property, emergency response planning and other areas of interest to facility managers. It also discussed current issues like ecological sustainable development that recognises greenhouse, water and waste management issues impacting on property.