Presentation given by Mr. Sathish Rajendran from Cushman & Wakefield at "Better Apartment Management Conference" organized by ApnaComplex on Nov 15th 2014. Cushman & Wakefield have been using ApnaComplex at several of the Large properties they manage. This presentation contains C&Ws view on the modern demands of the residents living in large apartment complexes and how to approach managing such large properties. ApnaComplex is India's leading online platform for Apartment Communities to collaborate, communicate, manage their society office, manage their facilities, do society accounting, pay dues online through payment gateway, ensure security of their apartments through powerful visitor tracking and resident tracking solutions.

1. NOVEMBER 2014
KEY METRICS / APPROACH
TO MANAGE LARGE
RESIDENTIAL PROPERTIES
Presenter: Sathish Rajendran

2. CUSHMAN
&
WAKEFIELD
1
EVOLUTION OF LIVING STYLES
• Keep warm in winters/cool in summers
• Security at night
• Water supply during the day
• Where do I park my car?
• Emergency lights during power cuts
• Day and night security
• Where do I keep my 3 cars?
• 24/7 power supply & water
• 24/7 security for 4 acres of township
• Garbage disposal
• And so many more!
VILLAGE DWELLING
SINGLE HOME DWELLING
SMALL APARTMENTS
LARGE APARTMENT COMPLEXES
CHALLENGES INCREASED

3. CUSHMAN
&
WAKEFIELD
2
LARGE SOCIETY / TOWNSHIP – EXPECTATIONS TODAY
TOP SAFETY AND
SECURITY
24/7 POWER SUPPLY &
WATER
EFFICIENT RESOURCE &
VALUE ADDITIONS
EFFICIENT GARBAGE
DISPOSAL
0 % BREAKDOWN OF
EQUIPMENTS
GREEN AND CLEAN
LANDSCAPE
EVENTS TO ENGAGE
RESIDENTS
STANDARD POLICIES AND
PROCEDURES
AND MANY MORE…….

4. CUSHMAN
&
WAKEFIELD
3
SERVICES FOR MANAGING LARGE SOCIETIES
ELEVATOR POWER / WTP BUILDING
GENERATOR
EXTERNAL /
FACADE
CLEANING
RENTS & CAM
RECOVERY
PLUMBING & STP
COMMON AREA
HOUSEKEEPING
BUILDING SAFETY
/ SECURITY
LANDSCAPE &
HORTICULTURE

5. CUSHMAN
&
WAKEFIELD
4
BASIC GUIDELINES FOR MANAGEMENT
STEP 1 - Maintain day-to-day operations
• Oversee the day to day operations, such as mail delivery, trash collection, common area
maintenance, security, and fire safety.
STEP 2 – Supervision of staff
• Supervise the maintenance and janitorial staff, as well as other employees working in the building
to make sure everyone is on the same page and functioning as a team.
STEP 3 - Study local laws, regulations and bye-laws
• Learn local fire and safety laws and regulations / society bye-laws to ensure compliance and
create a safe and efficient environment for all residents and staff.
STEP 4 - Communication with residents / MC / service partners
• Communicate effectively with the residents, balancing their wants and needs with costs, as well as
their complaints about other residents.
• Set-up a communal area on the premises to encourage everyone to meet and talk with each other.
STEP 5 – Cost Optimization
• Identify means to help residents get the most out of their investment by optimizing costs while
maintaining their standards of living.

6. CUSHMAN
&
WAKEFIELD
5
WHAT, WHO & HOW?
PEOPLE, PROCESS, TECHNOLOGY, MEASUREMENTS
WHAT? WHO?
Management
Committee
Collaboration
Towards
Common Goal
Supplier /
Service
Partners
Residents
(Owners/
Tenants)
• Supervision techniques
• Knowledge of laws,
regulations & bye-laws
• Communication skills
• Diplomacy / Mediation
• Quality v/s Cost

7. CUSHMAN
&
WAKEFIELD
6
WHAT, WHO & HOW?
PEOPLE, PROCESS, TECHNOLOGY, MEASUREMENTS
PROCESS TECHNOLOGY MEASUREMEN
Standard Operating
Procedures (S.O.P)
• Process and procedures, defined
scope of work and service levels
• Best practises
Guidelines / Dos and
Don’ts
• Resident welcome kit
• Resident Fitouts
• Resident Handbook
Reports and MIS
• Daily / Weekly reports & returns
• Monthly review
• Quarterly budget review
• On-line reporting dashboards
• Resident satisfaction survey
Automation of Process
• Time saver – cut down
physical processes and
increase in virtual
interactions
• Automation of processes
• Instant information
availability –
mobiles/tablets
• Real time Issue resolution
• Enhanced communication
between stakeholders
• Data analysis to evaluate
performance
TS
Key Indicators
• Financial Management
• Operational efficiencies
• Critical Equipment
Uptime
• Health and Safety

8. WHAT IS MISSING
?

9. CUSHMAN
&
WAKEFIELD
8
RESIDENT ENGAGEMENT
Resident Engagement Activities
• · Club House events
• · Coaching Classes- Tennis, Basket Ball, Swimming, Skating etc
• · Sports Competition- Basket Ball, Lawn Tennis, Snooker, Swimming etc
• · Cooking & Baking Classes
• · Painting Competition for Kids
• · Quizzes & Educational games
• · Dance Classes & Competition
• · Festival Celebrations- Holi, Diwali, Onam, id etc
• · Independence day, Republic Day celebrations
• · Food Festivals, Fares & Mela’s
• · Monthly Exhibitions & fares- Paintings, book fares, Street Market etc
• · Go green/ Adopt a plant initiative
• · Blood donation camps

10. CUSHMAN
&
WAKEFIELD
9
PRINCIPLES FOR BETTER COMMUNITY LIVING
TOWARDS A
COMMON GOAL
RESPECT FOR
BYE – LAWS
WHAT IS
IMPORTANT –
QUALITY V/S
COST
LIFESPAN OF
PROPERTY
RESPONSIBILITY
TO
ENVIRONMENT
RESPONSIBILITY
TO SOCIETY/
NEIGHBORS
ADOPTION TO
BEST
PRACTISES
(TECHNOLOGY/P
ROCESSES)

11. CUSHMAN
&
WAKEFIELD
10
THANK YOU
Sathish Rajendran
Associate Director
Cushman & Wakefield
www.cushmanwakefield.co.in