As one of the leading providers of real estate management, operation, and exploitation services in Vietnam, DEMEGO always "brings to residents and partners a comprehensive and outstanding ecosystem of technology and services, enhancing the living experience for a brighter future—building the model of real estate for the new era." Therefore, from the very beginning of setting up and implementing a project, Demego invests in and places great emphasis on the process.
So, what are the steps in Demego's project implementation process? How is it carried out? Let's explore in the following article.
PRE-OPENING PHASE
The pre-opening phase plays a crucial role in ensuring the success and smooth operation of the building. It is the time to finalize the last elements, conduct thorough checks, and ensure that everything is in perfect order before the building is officially opened for use. Therefore, Demego places special importance on the pre-opening phase and follows a well-structured process with the following steps:
Service Management
An efficiently operating building requires the best services inside. Each department and team must be thoroughly trained in professional conduct and expertise to be capable of implementing and operating a real estate project. Each position holds a different role and task, but these departments form an important link in creating an ideal living space for residents in the building. Through a professional and skilled workforce, Demego provides quality management services to ensure the project's efficient implementation.- Security: Management of project entry/exit points, project patrols, central control room, etc.
- Cleaning and Maintenance: Ensuring cleanliness in common areas such as lobbies, hallways, elevators, etc.
- Management of Electrical Systems and Backup Power Stations: Overseeing electrical cabinets and backup generators.
- Coordination with the electricity provider: Notifying and collaborating with the power supply company in case of medium-voltage electrical system failures.
- Construction Site Order Management: Ensuring order and safety at the construction site.
- Greenery and Landscaping: Managing and maintaining the green areas and overall landscape of the project.
- Waste Collection and Disposal: Collecting and transporting waste to designated areas, as well as sorting and processing waste according to regulations.
- Wastewater Management: Overseeing the wastewater collection pits and pumping systems.
- General Technical Systems Operation: Operating general systems, turning on/off lighting, street lights, and CCTV systems.
- Roadway and Internal Traffic Management: Managing internal roadways and traffic areas.
- Project Decoration for Holidays and Events: Decorating the building for various holidays and special occasions.
Building the Financial System
Demego will develop a comprehensive, detailed, and reasonable financial plan to help the investor optimize the budget while ensuring maximum effectiveness. The budget plan that Demego creates for the pre-opening phase of the project will include:- Establishing an estimated budget, including necessary expenses for setting up the building during the pre-opening phase. This involves calculating the preparation costs that the investor must invest with their own funds (e.g., constructing the management office, purchasing maintenance equipment and necessary office tools, personnel costs for the pre-opening phase, etc.)
- Setting up the payment process, including regulations on payment, advances, reimbursements, purchases, etc.
- Preparing standard forms and management reports, including profit reports, project activity reports, etc.
- Reviewing and finalizing the general operating budget necessary for management (creating budgets for all management and operation activities and related expenses).
Receiving Technical System Handover
During this phase, investors and management teams will participate in training sessions on how to operate the equipment in the project. They will directly experience the operation and proceed with the handover process. Specifically:- Reviewing the actual installation versus the initial design to ensure that equipment has been installed according to the design.
- Documenting any discrepancies between the design and the actual installation, and noting any issues that arise during the trial operation.
- Review, detail, and warranty the equipment so that when the building starts operation, staff are fully aware of the value and terms of the contract to avoid warranty violations or overloading.
- Participate in training sessions provided by suppliers to maximize the usage and functionality of equipment.
- Attend training sessions on machine usage and maintenance from suppliers to prevent warranty violations.
- Provide feedback on design modifications or differences from the original plan to the contractor and management unit before the handover process.
- After the investor and third parties sign agreements, the management unit receives handover documents from the main contractor, subcontractors, suppliers, and architects regarding equipment control and operation.
Managing Subcontractors
In a professional real estate management and operation process, managing subcontractors is crucial. In addition to contractors for cleaning, landscaping, and security services directly involved in building management, there are other contractors for construction, repairs, and maintenance related to building operations. To ensure effective management, Demego follows a contractor selection process:- Prepare bid request documents and send them to selected service providers, such as M&E maintenance, security services, pest control, landscaping, common area maintenance, etc.
- Evaluate service proposals and conduct interviews with contractors.
- Present contractor evaluations to the investor.
- Represent the investor in meetings with contractors and negotiate contracts.
Managing Handover and Interior Works
Demego collaborates with the investor to prepare for the handover by establishing all necessary documents. Along with the investor, Demego carries out the handover process as follows:- Meter reading: Checking electricity and water meters, receiving resident information, guiding residents through electricity and water contract procedures, etc.
- Managing construction order: Ensuring order during construction activities.
- Managing commercial areas: Overseeing the order and operations of shophouse areas.
Operation Phase
Building the Human Resource System
For smooth and effective project operation, Demego places particular importance on selecting and training personnel. Specifically:- Deploying a team from the main office to support and prepare all tasks during the pre-opening phase.
- Establishing an organizational chart, job descriptions, salaries, and working hours for project management personnel.
- Planning the recruitment process, searching for candidates, interviewing, hiring, and training staff.
Managing Residents
The core of managing residents is customer service and communication. However, managing residents is not only about providing services but also involves reminding, persuading, and enforcing regulations when necessary. It’s essential for the project to have an appropriate management system. Demego will manage the following aspects:- Service fees/unpaid fees: Determining current fees and payment terms.
- Addressing resident complaints and issues.
- Providing repair and maintenance support (within staffing limits).
- Managing resident move-ins/outs.
- Coordinating subcontractor personnel to perform tasks according to Demego's standards.
- Enforcing project rules.
- Coordinating with the investor and subcontractors or external service providers (if applicable).
Establishing a Collaboration Model
- Setting up a coordination model between Demego's management team, the investor, and the investor’s delegated personnel for Demego to manage, along with external service providers (if any).
- Establishing procedures for collaboration and troubleshooting with relevant units. Receiving information and notifying each specialized unit about issues.
- Monitoring service quality, proposing solutions to external service providers (if any) to ensure the stability of service quality.
Managing Project Equipment
One of the key functions in Demego's management services is maintenance and servicing. The benefit of maintenance is to ensure that the mechanical, electrical systems, and equipment within the building operate smoothly and for a long duration.
Maintenance and Servicing is a proactive and effective approach to reduce the overall maintenance workload. The maintenance work also helps technical teams in using operation manuals, warranties, and contracts. Furthermore, the team responsible for the systems is a crucial part of the inspection and operation process for new projects. Common tasks in equipment management include, but are not limited to:
- Ensuring machines are operated correctly.
- Performing maintenance at the right time, in the right way, and using quality services.
- Predicting equipment wear and tear by conducting regular checks, taking appropriate measures, and adjusting systems when necessary.
- Periodic inspections, such as controlling and analyzing vibrations, monitoring noise levels, and checking water samples.
- Keeping a sufficient stock of replacement parts.
- Replacing equipment periodically to prevent failures that would require later repairs.
- Timely repair of equipment faults.
Routine Maintenance Program
Demego's routine maintenance program includes addressing the following issues:- Inventory and ordering parts that need replacement.
- Creating guidelines and procedures (checklists) for equipment management (e.g., inspection, lubrication, calibration, equipment replacement).
- Establishing the frequency of equipment management.
- Identifying the need for personnel, time, and materials required.
- Creating records and logs providing information about completed maintenance tasks.
- Identifying necessary repairs and creating repair requests.
- Monitoring the established routine maintenance from the initial phase.
- Determining the workforce for maintenance tasks (outsourcing or in-house maintenance staff).
- Adjusting maintenance plans (frequency) if necessary.
- Using computer management systems (if available) to track and analyze maintenance systems.
- Periodically reviewing and updating the maintenance plan and related information.
- Adding necessary tasks to the maintenance program when needed.
Risk Management
One of the biggest responsibilities in management is maintaining a safe working environment and minimizing potential financial losses for the investor in all situations. Risk management involves processes and solutions to address unforeseen situations and preventive measures to control and minimize the negative consequences of incidents. Demego consistently reviews and establishes risk management measures that may arise during the operation phase, including key factors such as:- Identifying potential risks.
- Developing solutions/choosing the best course of action to minimize risks.
- Implementing and controlling the solution.
- Continuously planning and making adjustments as necessary.
- Training staff to handle situations in case risks occur.
Risk Management and Prevention Plan
Demego will prepare a contingency risk management plan in collaboration with the Investor for various scenarios, including:- Fire safety
- Evacuation safety
- Bomb threats
- Floods/Storms
- System failures
- Other threats to the project's operation
- Health threats (such as COVID-19, SARS, avian flu, etc.)
Financial Management
Demego will manage the financial aspects according to the Investor's requirements, including:- Setting an annual operating budget for the project.
- Calculating and collecting service fees and other fees (if applicable).
- Preparing monthly income and expenditure accounts.
- Establishing a project operating budget / equipment investment budget.
- Reporting on budget variances.
- Calculating interest and collecting overdue payments.
- Conducting annual audits.
Reports
Reports are considered the most comprehensive overview, helping the Investor to assess the project’s operational situation, revenue, and effectiveness. Demego will prepare reports based on the Investor's requirements, including:- Detailed actual revenues and expenses - monthly and annually.
- Balance Sheet details.
- Account status and currency movements.
- Accounts Receivable Report, Income Report.
- Notes on events or special occurrences.
- Report on ongoing tasks of all departments.
- Necessary recommendations for upgrades, redecoration, or improvements (if any).