Qatar Intercare: Serving with Integrity - Clean Middle Eastcleanmiddleeast.ae/QATAR SUPPLEMET.pdf · Technical Supplies & Services Co. W.L.L P.O Box : 24770, Tel : +97444439898,

SpecialSupplement

QATAR

MAY 2015

The Region’s Leading Cleaning Industry Magazine

Qatar Intercare:Serving with Integrity

Zabeel Hall 1,2,3 Dubai International Exhibition & Convention Centre

w w w . m e c t w . c o m

2 - 4 NOVEMBER 2015

WITNESS THE MEGA EVENT IN THE CLEANING INDUSTRY

ORGANISERS CONTACT rd

Taher PatrawalaMob: +971 55 1091443Email: [email protected]

Arvah Bohra Mob: +971 55 1053443 Email: [email protected]

Sunu.S.NairMob: +971 55 8232157Email: [email protected]

Zabeel Hall 1,2,3 Dubai International Exhibition & Convention Centre

w w w . m e c t w . c o m

2 - 4 NOVEMBER 2015

WITNESS THE MEGA EVENT IN THE CLEANING INDUSTRY

ORGANISERS CONTACT rd

Taher PatrawalaMob: +971 55 1091443Email: [email protected]

Arvah Bohra Mob: +971 55 1053443 Email: [email protected]

Sunu.S.NairMob: +971 55 8232157Email: [email protected]

Editor’s Column

General ManagementPublisherMedia Fusion LLC, P.O. Box: 80260DUBAI, UAE.Tel : +9714 2970512, Fax : +9714 2970513Website : www.cleanmiddleeast.aeRegisterd with:Licence No: RAKIA 92 - MFZ 04 08 1070.Media Fusion FZE

CEODr. Kayyum Ali BohraE-mail: [email protected]

Head of Sales & MarketingTaher Patrawala, mobile: +971 55 1091443E-mail: [email protected]

Manager Sales and MarketingArvah Bohra, mobile: +971 55 1053 443E-mail: [email protected]

Sales & Marketing ExecutiveSunu S. Nair, mobile: +971 55 8232 157 E-mail: [email protected]

EditorialEditorShanti PetiwalaE-mail: [email protected]

Design & Production Art DirectorMohd.Toufique Mohd. Ebrahim SulaimaniE-mail: [email protected]

AccountsSankesh Pandey, E-mail: [email protected]

Web DesignerFaraz Siraj, E-mail: [email protected]

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SPECIAL SUPPLEMENT FOR QATAR MAY 2015

Welcome to the third edition of the Clean Qatar Supplement. In the last two years of us bringing out the supplement, we have been witness to the rapid changes and growth that the country is experiencing in view of the World Cup 2022 and Vision 2030. This time, we decided to go there and check it out for ourselves. Clean Middle East and FM today collaborated to organise our first-ever Roundtable Discussion with some of the leading FM and cleaning companies in Qatar. We had service providers, cleaning companies and even the end consumers attend and participate in the event. The closed-room discussion not only brought to the table market insights but also gave us a glimpse of the workings of this industry in Qatar. Check out the entire feature in the following pages.

This time, in the cover story, we feature Qatar Intercare – known for its rich legacy and visionaries. The article traces the company’s growth over the years and what it has brought to the Qatar industry in the past few decades – innovation, customer awareness and education and quality service.

With the industry in the Middle East looking up and Qatar poised to meet international standards to host the World Cup 2022, the cleaning industry seems to be going up a notch or two every year, and that is a direct result of the booming construction industry. In fact, Qatar Economic Outlook stated in 2014 that the country’s GDP is set to grow 7.8 per cent this year from 6.3 per cent last year. Moreover, the country is slated to set up 21 new hotels. With the Qatar government planning on making green construction compulsory by 2020, the pressure is on facility management and cleaning companies to adhere to that in terms of their services and products – which means investments in automation, training and even skilled manpower.

How the industry will shape up in the next five years is yet to be seen; in the meanwhile, the cleaning industry seems to be taking positive strides towards their goals.

Shanti PetiwalaEditor

4 CLEAN MIDDLE EAST - QATAR SUPPLEMENT | MAY 2015 www.cleanmiddleeast.ae

Contents

06

08

14

18

22

News

Cover Story

RoundtableDiscussion

Advertorial

Product Diary

Golden Cleaning Company W.L.LP.O Box:30007, Doha,Qatar

Ph: +974 44411170, Fax:+974 44411180e-mail: [email protected]

Providing Housekeeping Staff

Providing Stewarding Staff

Providing pool Cleaning Staff

Providing Laundry Assistants

Undertaking Long term contracts for Housekeeping and General Cleaning of Hotels, Schools and Commercial Buildings

Providing Cleaning Staff for Long Term Projects.

FOR HOTELS:

SUPERIOR CLEANING SERVICES

14

18 21

08

News

Technical Supplies & Services Co. W.L.LP.O Box : 24770, Tel : +97444439898, Fax : 44437676 Email : [email protected], [email protected]

Authorised Distributor

Sales & Service Center forItalian Cleaning Equipments

High Pressure cleaners, Wet & Dry vacuumsCarpet Cleaners, Steam cleanersScrubber Driers, Sweepers & Janitorials etc.

Asia Pacific feminine hygiene prod-ucts market expected to reach USD 20,414.2 million by 2020

Over 200 Total E & P staff participate in island clean-up in Halul island, Qatar

According to Transparency Market Research’s latest market report, the feminine hygiene products market in Asia Pacific is valued at USD 12,733.7 million in 2014 and is anticipated to reach USD 20,414.2 million in 2020, expanding at a CAGR of 8.2 per cent from 2014 to 2020.

China is expected to become the most lucrative market by 2020. Changing lifestyles and preferences for maintaining personal hygiene are expected to boost the demand

for feminine hygiene products in next six years in China.

Due to the increasing number of working women, they seek sanitary protection products that suit their needs. Despite being smaller, the Indian market is expected to experience robust growth during the forecast period.Countries such as South Korea, Australia, Hong Kong, Philippines and Thailand are amongst the fastest growing markets for feminine hygiene products.

Oil and Gas company Total E & P recently held a beach clean-up in the southern coast of Halul Island, situated 80 km north-east of Doha in Qatar. Over 200 Total employees and contractors participated in the clean-up of the island, which contains facilities processing the production of several neighbouring oil and gas fields, in particular Al Khalij field operated by Total.

The team collected over one tonne of waste in the one-day

event as part of the company’s advocacy of promoting sustainability and environmental responsibility. “The protection of our environment is an important part of our corporate social responsibility,” said Guillaume Chalmin, Managing Director, Total E&P Qatar and Group Representative.

“It is necessary that we keep our environment clean and preserve the natural resources of our host country Qatar,” he added.

DTZ enhances its valuation and research operations in Qatar

The sixth team member of DTZ Doha – a global real-estate company - has been awarded membership to the Royal Institution of Chartered Surveyors (RICS) after successfully passing the Assessment of Professional Competence. DTZ is a long established global real-estate advisory firm with a permanent office in Qatar since 2005. “As a full-service real-estate entity, we are focused on bringing international best practices to the Qatari property market. The DTZ team has a ten-year track record in Doha that enables us to combine our global

expertise with excellent local market knowledge and insight for the benefit of our clients. The Qatari market is evolving rapidly and we are conscious that this evolution needs to be met with credible, accurate and current insight. With the addition of Richard Rayner as an RICS member, we now have six team members with this distinction in our office - the highest proportion of any real estate agency in this market,” commented Edd Brookes, General Manager, of DTZ Qatar.

The Royal Institution of Chartered Surveyors is the most highly

respected global organisation for professionals in the property, land, and construction industries.

RICS establishes and regulates the highest

professional standards for the benefit of business, industry and the community. Most financial institutions require valuation reports that uphold the International Valuation Standards best practice.

Reports with this standard are likely to be insisted upon within the market within the near future, as Qatar’s Real Estate sector becomes fully established and looks to attract international investors. This could play a role in decreasing market volatility, a hot topic as Qatar gears up to the 2022 World Cup.

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Qatar Intercare is a market leader in the business of innovative and professional hygiene solutions. The company traces its history back to humble beginnings when the Al Shamlans and Nandas – now partners in the business - started their careers. Having started with small projects, today both families are market leaders and visionaries in their respective streams.

Behind the scenesBehind every successful company is a visionary – and in the case of Qatar Intercare – there are two sets of partners – the Al Shamlans and the Nandas.

Mohamed Marzook Al Shamlan is the Managing Director and Tariq Marzook Al Shamlan is the Deputy Managing Director of Qatar Intercare Technical Services (QITS). The Al Shamlans have made quality their trademark since the beginning in all their companies in Qatar. In fact, the family is highly regarded in the country for their high standards and the strong sense of business knowhow that they bring to the table. They also represent the local integrity of the Qatari culture and infuse this in their company values

and activities across industries.

Qatar Intercare Technical Services (QITS) was conceived in 1999 with just 2 employees and has now grown phenomenally to a 100 employees. The company prides itself on providing solutions – ‘Service with Integrity’ is its core value. The Al Shamlans along with Garish Nanda founded Qatar Intercare Technical Company under Al Shamlan International. Nanda is the General Manager of QITS and Founder of Intercare Trading in Kuwait. QITS started providing floor restoration solutions such as marble grinding and polishing and has since ventured into consulting of cleaning and hygiene products. Nanda has spent his entire career in the cleaning business with vast experience in the Middle East, beginning with refuse collection and handling and janitorial services in 1978. In the late 90s, Nanda moved onto specialising in washroom hygiene solutions and formed a successful partnership with numerous principals. Over the years, he has strived towards bringing innovative cleaning and hygiene solutions to the market. The approach has been to become

a ‘trend-setter’ and not to follow what the competition is doing. This passion has passed down from father to son and is reflected in the company’s values.

In 2009, Dhruv Nanda, Ex-KPMG (U.S.) and Garish Nanda’s son, joined the family business and has since worked on successful key accounts with emphasis on kitchen hygiene and cleaning solutions. He is currently the Deputy General Manager of QITS. The Nanda family mantra has been emphasis on personalised service and to work as a ‘solution provider’ and not a mere supplier of high quality cleaning and hygiene solutions.

Industry specificsThe cleaning industry in Qatar is in its flowering stage. The country and its residents have just grasped the concept of a professional cleaning service, and experts are hard to come by. When QTIS started off, the cleaning industry was non-existent in Qatar. Cleaning merely meant the basics – just a regular chore. Having started with floor restoration, QTIS took up its first marble restoration project.

Cover Story

Qatar Intercare – Treading the Path of InnovationWith more than a decade of providing the Qatar market with innovative solutions and technical knowhow, Qatar Intercare is certainly blazing a trail of excellence.

MAY 2015 | CLEAN MIDDLE EAST - QATAR SUPPLEMENT 9www.cleanmiddleeast.ae

Over the years, with innovation, exposure and technology, the industry has come a long way. Cleaning is no longer a mundane job. It is more about maintaining assets. However, it has still not reached the standards in terms of maintaining records and following systems, etc. That is where QITS comes in – in educating the market and its clients.

One of the biggest challenges that the company faces is the price war where it has to combat competitors who sell products of low quality, with no innovative solutions whatsoever. QITS believes that there is a system that must be followed when it comes to maintaining assets. Most companies invest heavily in new products and services and want the best of everything but fail in maintaining those assets with the right system and approach. Qatar is currently investing and growing in terms of infrastructure and building mega structures and maintaining them should be the first priority. The country has passed the phase of looks and beauty and is now seriously concentrating on getting quality right. As a result, education, training and knowledge sharing is key. Cleaning an asset or property requires systems methodology, procedures. Buying a product, which is all about the price, is not going to solve the problem in the long run. The ideology of QITS is to give the right product to provide a solution. Through training and education, QITS aims to educate and make companies aware of the importance of maintaining assets. The sales team has less salespersons and more consultants.

Innovative solutionsIn line with its philosophy of bringing innovative solutions into the market, QITS has been working on relevant solutions for the hygiene market. The Sense

Management System is one such solution. Currently, washroom paper towel dispensers incorporate one roll that empties over time. And, by the time 25 per cent of the paper roll is left, the housekeeping staff tend to dispose it off and refill the dispenser to ensure continuous service. However, QITS has been one of the first companies to introduced the dispenser in the market that takes up to two rolls of paper towels. Hagleitner’s intelligent dispensers will be equipped in the future with an integrated radio frequency system, which counts soap, disinfection and towel release. Important information like dispenser fill level, battery status and the number of disposals is sent to a web-based central site and available to the facility managers.

At the same time, the ‘counter’ (a sensor) counts the number of entrances into the washroom and sends the information to the Web. With the collected data one can analyse the user behaviour in the washroom. The supervisor knows exactly which dispenser in which room needs to be filled or maintained. The status of every dispenser can be checked with any web-enabled device like computer, tablet or smartphone – anywhere and at all times.

Companies can forecast their demand with the help of Hagleitner senseManagement. Based on the real-time information of the state of the dispensers,

individualised cleaning schedules and routes for cleaning staff can be arranged. Just-in-time deliveries are possible as the system allows predictive planning thus reducing inventory. Hospitals and other healthcare facilities can use the information to analyse and improve compliance with hand disinfection regulations. Hotels, public institutions, sports stadiums and airports are just a few examples, where senseManagement can be used to schedule cleaning staff, plan orders and forecast demand before large events. Hagleitner senseManagement provides knowledge that makes work easier and more efficient.

Highlights• Real time information on the status of the dispensers• Inventory is reduced through improved planning• Possibility of different accounting systems like ‘pay per use’ or ‘pay per entry’• Information can be implemented in any ERP system like SAP or Navision• Maintenance and personnel can be scheduled individually depending on demand

As is evident, Qatar Intercare and the whole team and its staff are committed to bringing the right systems to the market. The company’s trained and passionate workforce strives everyday to impart the latest innovations to the market.


Wimtec – Intelligence Hygiene Another path-breaking innovation from QITS is its concept of intelligent hygiene in association with Wimtec. With Qatar taking the limelight in the Middle East and taking the World Cup 2022 initiative very strongly, one of the biggest challenges is also the water hygiene. WimTec is making continuous efforts to work

out the comparative differences within the competition and in association with experts of water and water hygiene and scientists based on those activities that can be carried out better than the competitors. With electronic and automatic measuring, controlling and managing of water supply in fitting, WimTec brings intelligence into fittings. The problem Water on its way from origin or spring to buildings is treated - mostly under the responsibility of public companies – until it reaches the in-building piping system or water meter consumption measurement. From there, its hygiene is under the responsibility

of the owner/operator, etc. Stagnant water in pipes and around fitting parts is unevitable in case of non-use of water. Under certain temperatures, cold water becomes warm if it stagnates and this becomes an ideal environment for the formation and growth of bacteria, which can cause almost fatal diseases (e.g. pneumonia caused by bacteria legionella).

WimTec and Qatar Intercare’s responsibility is to combat formation of bacteria in the best possible way in all risk areas inside fittings. The solution • Almost all WimTec fittings dispose of the function ‘flexible, automatic hygiene flush’ if the fitting is not used, which can be adjusted individually and custom tailored on the electronic module in accordance with the specific requirements for the fitting. This function is one that only WimTec can offer within the competition.• In addition to this, almost all WimTec fittings offer a ‘HYPLUS function’. This additional function offers also the possibility

of a complete and regular replacement of the total water volume within 72 hours to provide clearance of pipes, tubes, hoses and components from bacteria films in case of non-use of a fitting.• All the components used for WimTec fittings comply with the strict European guidelines for drinking water hygiene.

Who benefitsUsers using fittings in the below-mentioned buildings where continuous use and regular replacement of the water volume is not given benefit from this.

• Health facilities – special risk areas for elderly people• Schools, universities – no use during holiday, special risks for young people• Hotels and tourist facilities – no continuous use guaranteed, special risk at shower areas• Sport facilities – no use during off-season, special risk at shower areas

Cover Story


Travelator and Escalator Cleaning MachinesTRAVEL 600 - Travelator/Escalator cleaning machineQatar Intercare, in association with Juma, brings to Qatar the Original Escalator amd Travelator Machine. The machine is impressive and the cleaning and repair cycles can be reduced significantly saving maintenance and personnel costs. And, the safety of the escalator user as well as peace of mind for the operators of public buildings are ensured for longer in terms of fire safety guidelines.

The compact machine cleans automatic travelators quickly, thoroughly and close to the edge when the travelator is in operation – naturally without having to operate the travelator control. An optimum cleaning result is achieved thanks to the special counter-rotating brushes combined with the patented extractor unit. The TRAVEL 600 cleans close to the edge and can therefore also clean the normally difficult to clean edges of travelators by all well-known manufacturers.

Advantages• Fast cleaning of all conventional travelators• Close to the edge cleaning when the travelator is in operation• Excellent cleaning results• Dissolves the most stubborn dirt• Powerful extraction• High efficiency• Excellent cost-benefit ratio• Counter-rotating special brushes• Simple transport• Compact construction

STEP 100 – Always one step ahead

Using the STEP 100, treads and risers are cleaned reliably, visibly, and thoroughly in one step without leaving any residue. Compact and with a built-in water tank, the transport of the STEP 100 to the site as well as the cleaning of the escalator can be carried out perfectly by one person. It does not require that the STEP 100 interfere with the escalator controller. To clean a staircase, the steps may remain installed, of course. Immediately after cleaning – thanks to the integrated suction – the staircase is accessible again.Three cleaning cycles, suitable for many different degrees of soiling, are already programmed in. These can be chosen using a selector switch. The usage of water and cleaning chemicals can be dosed sparingly, making environmentally friendly and sustainable cleaning possible.

The travelator and escalator cleaning machines by Juma significantly reduce cleaning and repair cycles, saving maintenance and personnel costs, and allow for safe use and operations.

Mattress Cleaning System - Hygienic Non-Chemical Anti-Mite SolutionAn average person loses around 1.5 grams of dry skin each night, which in turn settles deep inside the mattress. Dust mites feed on these flakes, and as a result produce a corresponding amount of excrement. Scientific evidence suggests that this excrement is a major cause for allergies such as asthma, respiratory problems and eye infections, to name a few.

To treat this, QTIS provides the best non-chemical and truly safe hygiene solution – UV-C electromagnetic radiation technology that uses dry cleaning methods. This technology is designed to penetrate deep into the mattresses where mites thrive and effectively exterminate up to 99.9 per cent of dust mite population, with just the one cleaning application!

The high frequency vibrations of an electronically-controlled vacuum machine and UV-C light systematically destroys the genetic structure of micro organisms, making them losing their ability to further reproduce, while simultaneously disinfecting the mattress surface, leaving it fresh and smelling clean. Apart from this, Clean It Bed

and Fresh is a ready-to use solution, which neutralises allergens produced by dust mites in mattresses, pillows and bedding.

Specialised Floor Maintenance and RestorationCaring for expensive marble floor is not a one-time activity. It requires persistent care and maintenance to render a consistent lustrous sheen long after the first installation or restoration.Qatar Intercare has developed a system formulated specifically for marble floors combining restoration with regular maintenance to give floors their lost lustre.

Using diamond tools and other hi-tech equipment, the marble restoration programme helps create a durable high-gloss and slip-resistant surface that resists scuffs and marks. It eliminates the mess of potentials hazard posed by other conventional system. The programmeestablishes a regular schedule of maintenance and helps retain the shine of the surface post-restoration and protects marble against further damage.

A comprehensive range of product and treatment programmes have been developed by Qatar Intercare. Stone impregnation is carried out using water-based materials that are ecologically safe and water-repellent with special anti-stain properties. This is an in-depth process, which leads to the formation of a surface barrier against watery and greasy dirt. It is specially suited to natural stone, marble, granite, slate, travertine, synthetic or cement agglomerates, gres, baked tiles or terracotta floor laid indoors or outdoors.

Cover Story


14 CLEAN MIDDLE EAST - QATAR SUPPLEMENT | MAY 2015

Roundtable Discussion

www.cleanmiddleeast.ae

A Keen View of the Qatar Market

J ust a few days ago, Qatar – the country that won the bid to host FIFA World Cup

2022 against USA – revealed its stunning design for the stadium in which the matches leading to the finale would be played. With the deconstruction of the old Al Rayyan Stadium having just been completed in March 2015, work on the new stadium, inspired by sand dunes, is in full swing!

Over the years, post Qatar winning the bid, the proliferation of real-estate development in the form of residential complexes, malls and even hotels has been noteworthy. In fact, just last year the Qatar Economic Outlook stated that the country’s GDP is set to grow 7.8 per

cent this year from 6.3 per cent in 2014. And, the key to this growth is the construction industry, a direct impact of which is seen on the facilities management (FM) and cleaning industry. Clean Middle East and FM today magazines organised the first-ever cleaning and FM roundtable in Doha last month to bring to the table how this industry is addressing the demand for FM and cleaning, the challenges, and the market as a result of the increasing development.

MEETING THE DEMANDSWith the growing industry, FM and cleaning companies across Doha seem to be aware of the increasing demand for their services at least for the next few years. But, how many of them are ready to meet these

demands? According to Gil Flororita, Head of Property and Facilities Management, DTZ, Qatar, “Steady development of both commercial and residential properties in Qatar, especially the master planned areas, relates to the enormous business growth potential for the FM industry. Iconic developments of both The Pearl and Lusail together with all the various 2022 projects mandates the lucrative market for the industry. We believe that in the next three to five years, there will be an imminent upward trend for quality Facilities Management service delivery requirement compared to a flat trend in same period in the past.”

Joseph Mcmullan, Head of Operations, OCS, on the other

With FIFA World Cup 2022 and Vision Qatar 2030 in the pipeline, the FM and cleaning industries in the country are gearing up to deal with the massive infrastruc-tural changes and the local challenges associated with the industry in the country.

(From left) Jayendra Tripathi, Project Manager, Zon Healthcare Consulting; Duncan Hopkins, Senior Manager - Passenger Terminal, Hamad International Airport; Gil Flororita, Head of Property and FM - Qatar, DTZ; Barry Clarke, GM Macro Qatar and Macro Saudi; Joseph Mcmullan, Head of Operations, OCS; Alan Mac-Millan, GM, MMG Qatar; Brian Prystupa, Division Manager, Reza Health Tec; Natalie Clark, Country Manager, Reza Hygiene; and Adnan Haider, Housekeeping Manager, Grand Hyatt Doha.

By Shanti Petiwala and Megha S. Anthony


hand, said, “I think the FM industry is ready for the growth, but I don’t believe that these companies will be incorporated very well. One of the biggest challenges to this is that we get very short-term contracts of one or two years, which limits our ability to maximise our investment. That’s how the industry is.” He goes on to mention that clients prefer to change their FM contractors consistently instead of sticking to long-term contracts. In fact, they do not look at FM companies as partners who can benefit them. As a result, the degradation of their assets is huge. Mcmullan added, “Knowledge of the industry has to be used well. And while we all are confident of the growth, we need to remember that we have over 150 supposed FM companies across Doha.

Barry Clarke, General Manager, Macro Qatar & Macro Saudi Arabia, concurred, “There don’t seem to be any Total Facilities Management (TFM) companies; there are a few Integrated Facilities Management (IFM) companies in Qatar and hundreds of single service companies, the quality of which vary.” However, he too believes that there is going to be a massive growth of projects in the market and is ready for it. “But,” says Clarke, “We will reach a saturation point capacity wise. More forward-thinking companies will grab the cream of the crop just by being first, and the less informed companies will be found wanting.”

QUALITY SERVICES AND STAFFThe panel felt that there has been a cultural change in Qatar over the years. In fact, 20-25 years ago, FM was not recognised as an industry, and people in the industry have worked hard to get a position equivalent to that of an external contractor. The panel felt that this is the acceptance that Qatar needs to

make before they begin to address the lack of TFM or IFM suppliers and the massive glut of single-service providers with busloads of staff. Barry revealed that apart from the scattered FM companies, far too much of the business in the Qatar market is pocket-to-pocket – in the sense that an investor of a development will use his own design firm, construction firm, real-estate firm, etc. He said, “In fact, 50-60 per cent of the contracts work on this model. This is a cycle that ensures that quality doesn’t improve because there is no real impetus to do so, and doing so will mean investing in the quality of products, training and staff. But, this will come

through closer to the World Cup.”The flood of unskilled and cheap labour seems to be one of the biggest challenges in the cleaning and FM industry in Qatar. Several companies hire busloads of staff; but despite their large numbers, the roundtable panelists concurred that the quality of cleaning and maintenance continues to deteriorate in Qatar. “Quality starts with the quality of staff and management and the resistance to change,” informed Natalie Clark, Country Manager, Reza Hygiene. She added, “We can train the staff in chemicals and innovative techniques that save time; we can

give demonstrations and show figures on paper, but in the end they still don’t get it. They don’t understand quality services or the need for them!” Adnan Haider, Housekeeping Manager, Grand Hyatt Qatar, agreed, “We also depend on outsourced staff, which is very cost-effective, but when it comes to providing authentic hospitality, they are not even close. Especially when it comes to dealing with our guests, I would give our in-house staff the opportunity. Although we treat them in the same way, provide quality training, we pay more to rectify their damages to hotel products like floor, carpeting, etc.”

Alan MacMillan, General Manager, MMG FM Qatar, said, “We train all our staff in customer-service related topics and a comprehensive range of technical subjects. With an important focus on English language development, MMG has found that the staff can absorb more information, which has a positive impact on enhancing and developing our staff’s skill sets. It also allows the business to measure clearly the positive impact this has and the return on the investment made by MMG.” Brian Prystupa, Division Manager, Reza Health Tec, relating his experiences, said, “We’ve found that many customers have staff with limited skills and experience, requiring us to go the extra mile to implement new cleaning and FM programmes. In fact, most customers seem to expect that extra effort.” He added, “It was only when a significant challenge or costly problem emerged that customers sat up and took notice of us. Those moments, when an expert service provider and quick response was really needed, were when we were able to prove our value to the facility management. As time passed,

New players must understand that the Qatar market is different from any other market in the Middle East.

Barry Clarke, General Manager Macro Qatar and Macro Saudi


Roundtable Discussion

and a wide variety of challenges were met, and problems solved, our relationship grew and trust was established. You should know that many of these ‘challenges and problems’ were not the type that would normally be considered ‘our responsibility’ as cleaning and FM service providers.”

Prystupa also confided that the company was often expected to go well beyond its comfort zone in integrating with customer operations and management. Whether hospitals or airports, supermarkets or food manufacturers, the company was often asked the same question, “If you don’t fix it, then who will?” With that challenge, a true partnership was formed, based on trust, hard work, and mutual respect – know that these are lasting partnerships. Prystupa concluded that over time, the many challenges and problems pushed the company to grow, to become skilled and knowledgeable beyond its own expectations. And, the customers have shaped, developed, and made the company the reliable partners it always wanted to be.

CONTRACTS, PROCUREMENT AND PAYMENT However, the panel felt short-term contracts don’t offer incentive to set up a training school or centre of excellence and drive quality standards because such contracts don’t offer much bandwidth for companies to invest in this. Taking over from where he left off with short-term contracts, Mcmullan said that while it may have taken Dubai 25 years to reach where it is in terms of a quality market with strict regulations, Qatar doesn’t necessarily need to follow suit in terms of the time it will take to reach Dubai standards. He said, “We have advanced machinery, and short-term contracts do not ensure that these have a good ROI. Moreover, the number of payment terms, half of which are not met, is a handicap as well. While the culture needs to change, it can only be done if we can bypass the mediocre middlemen and get to the client who is the actual decision maker. We need clients to realise that their building is an asset and if not looked after properly will degrade and become a cost rather than a benefit to them.”

Natalie added, “Qatar is a huge market with massive potential, and I haven’t even scratched the surface here. Here, from our experience, if you provide good quality services you don’t have to be the cheapest. And if you have the right connections and you deliver what you said you will deliver, it becomes a win-win situation. Slowly, people will start to hear about you and appreciate the quality and service you offer, and they don’t mind paying a little extra if they know what they are going to get in return.”

The laws for recruitment are also limiting – Barry finds that hiring staff from certain countries is banned in Qatar. Moreover, staff doesn’t receive NOCs from the sponsors, preventing from working anywhere else in Qatar. However, he agreed that abolishing the lack of NOCs might work in part, but not for the entire industry since there are too many other limiting facets. For instance, procurement – the panel felt that there are a few global brands that are tied up with just certain distributors. Jayendra Tripathi, Project Manager, Zon Healthcare Consulting, who


consults for American Hospital Qatar, agreed. He said, “In healthcare, sourcing equipment has been a huge challenge. The market is monopolistic where one company takes the shots. It is upon us to then reach the owners and convince them to take the right decision. Moreover, here we have to depend on one supplier/distributor and suffer a lag period of six to eight months for the most for the most basic equipment – whether medical or FM related.

THE WORLD CUP IMPACTSo, what about the impact of the World Cup on the industry? The global event has certainly created a lot of buzz across the country. In fact, almost 35,000 rooms are expected to be built for the event. However, the outlook seems more bleak than bright. Haider from Grand Hyatt said that the hotel industry is gearing up for the event – with several new projects in the pipeline. “But, the sentiment of the table continues in our market as well; what is going to happen after the World Cup? Hotels as such will not be affected so much as they will have their own staff to run the operation but the most worrying

aspect is about what will happen to the extra number of rooms that are being built for the event?” he enquired. Mcmullan agreed, “The World Cup will be held in a four-week period. And, we have massive infrastructure changes just for this short period. With the level of cleaning and FM services, these buildings won’t be in a fit state to host people post the event. The 2030 vision for Qatar has a longer term outlook for the country, but the infrastructure and lack of commitment to use professional FM companies will see a progressive degradation of buildings. This will only limit the focus on sustainability and being environmentally friendly. Knocking buildings down and rebuilding them is not the answer - building proper and fit environments with the right materials and then looking after them (FM steps up to the mark here) long term is a far better choice for the country.”

Despite the several challenges, there is immense hope for the growth of the FM and cleaning industry in Qatar. As Flororita from

DTZ said, “When we talk about the market in Qatar, the sheer volume of the number of people as well as upcoming supply of new stock comes into my mind. Having said that, I feel there is definitely space for ‘credible’ new players in the market especially in the facilities management industry.”

Barry added, “New players must understand that the Qatar market is different from any other market in the Middle East. In fact, when we entered in 2010, it took us a good three and half years to be accepted at the wider market price, and now people are willing to work with us. The reality is that most Qataris are fed up with companies that come to make a quick profit and leave. They now want to see stability, so they wait for two or three years – within that time, the new companies will either wait and see it through or feel the heat and leave. Flororita concluded by saying that the growth in the FM industry is going to be based on timing of delivery of all assets to be maintained. “At this point, everyone is gearing up for pre 2022 FIFA and 2030 Qatar Vision preparations, respectively, he said.

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Golden Cleaning Company: Where Technology and Quality MeetWith strong customer-oriented ethics and services, Golden Cleaning Company is poised to service the Qatari market and its demands.

G olden Cleaning Company (GCC) started its operations in Qatar

in 2007 with an ambition to provide quality cleaning services to corporate clients across the country. GCC’s journey began with its pilot project at Doha British School, where we have been providing an exemplary professional cleaning services ever since. That triggered many other opportunities in different verticals such as hotels, schools, banks, retails and real estate, etc. The Qatar market We can see strong changes in the cleaning services model in Qatar as eco-friendly and biodegradable products are more preferred now. As environment friendliness has vital importance, we have adopted a strategy to be eco-friendly in our cleaning services approach, which has had a paradigm shift in our services. We use ‘green’ chemicals for our cleaning services adherent to the safety standards. We are experiencing very positive feedback from our customers on this approach, which is encouraging us to do more for the benefit of the environment and the society.

Quality servicesGCC has a strong commitment in the quality delivery of our services. Our staff is professionally trained on the ethics on their services delivery starting from the uniform up to the equipment operations, responsibilities and timely response. We use quality equipment and materials to ensure that our customers always avail the best services. As a value-added service, each of our clients gets a real-time reporting on KPIs and assistance from a dedicated quality assurance manager so that we ensure that pre-established standards are being met. Qatar is going through a revolutionary change in the

cleaning services industry, as state-of-the-art equipment and technology such as RFID, electric and electronic cleaning systems, chemical dispensing mechanism, ergonomically designed tools and machineries, etc,. are entering the market. GCC is proud to be able to provide such services in the Qatari market.

In light of FIFA 2020, we are well equipped to provide world-class services to Qatar and its visitors. As a responsible company, we are strongly committed to the market and are constantly improving our service standards to cater to the FIFA 2020 standards and thus to provide first-class professional cleaning services to the nation.

Salim Kainikkara, General Manager, Golden Cleaning Company

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Technical Supplies & Services Co.: A Strong Vision Having had a good run in the Qatar market, Technical Services and Supplies Co. is positive about the future of the market.

Technical Supplies and Services Co. (TSS) Qatar recently upgraded its

operations with a new showroom at Barwa Commercial in Doha. Moreover, it is launching a new division for Tools & Equipment to handle cleaning equipment and other construction equipment with better focus. This will help the company render its services more efficiently. The company has also been engaged in stocking and supplying material to the oil and gas and construction industries in Qatar. Being in the limelight of the world because of FIFA 2022 and Qatar Vision 2030, these are the key prospects for Qatar to be in the next level. TSS has also been ISO certified since 2010 and has recently undergone recertification.

Being up to dateSince 2013, the company has been having good business in terms of the new projects and business activities coming up in the country. It has achieved this by maintaining up-to-date stock, competitive prices and supplying quality materials to its customers with prompt and

timely delivery. But it’s not an easy task, the competition is getting fierce and new entrants are increasing the competition. This has been a major challenge for the company. In order to combat it and achieve goals, TSS is continuously working on the skills of its employees with periodical training and providing them with sound knowledge of products, after-sales services and other certification requirements.

Products and servicesApart from supply of materials such as cleaning and construction equipments,

hand tools, scaffolding items, structural steel, etc., the company also provides service-oriented jobs through associate divisions like hydraulic and industrial hose assembly, providing on-site delivery and support, manufacturing, testing and certification of wire rope slings, chain slings and all rigging products.

The futureHigh hopes are riding on Qatar, and the company wants to make the best of the situation. For TSS, quality comes above everything and that’s what gets them repeated projects and allows them to sustain in the market in the long run. With majority of demand from oil and gas, industrial and infrastructure segments and the expected boom over the years, the company is anticipating fresh projects, more business activities and progressive growth. The future looks strong for TSS. It continues to aim to cater to the market requirements by upgrading facilities and manpower to make it more professional and customer friendly.

John Philip, Manager, Technical Supplies and Services Co.


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Assiyana Facility Services

Assiyana was established in Lebanon in 1969 and has had more

than 40 years of experience in the cleaning and facilities management business both in Lebanon and Qatar. The aname Assiyana, which stands for the Arabic word for maintenance, provides, as the name indicates, maintenance and operation schemes. After a through market study and planning, Assiyana decided to establish its operations in 2005 in Qatar, which possessed great potential as a result of HH Hamad bin Khalifa Althani’s vision to elevate the state to a multinational business hub for the Middle East. Within no time, Assiyana started acquiring big projects.

ServicesAssiyana specialize in turnkey fully-integrated facilities management and services. The key success of its operations lies in its ability to provide and manage all services ranging from electro-mechanical maintenance to soft services like cleaning, pest control and laundry services.

Assiyana deals with its clients on the level of providing quality service with efficient time management in the field of maintenance. The company’s facilities management division was established in 1974. It provides a

one-stop-solution to reliable and safe management of systems. It also offers management of both in-house maintenance staff and specialist contractors. Moreover, it uses remote management tools like BMS and CAFM. Assiyana also has a waste management programme in place to be executed according to specifications in accordance with the ASTM Waste Management Standards Methods and Techniques.

Certifications and affiliationsAssiyana is the first company in (Qatar & Lebanon) to become a member of the Cleaning Management Institute, assuring its clients of its continuous support and dedication to the cleaning industry. The company has also received certification

from Bureau Veritas (ISO 9001), which offers assurance of quality services that conforms to the highest standards. With its levels of standards and audits, this certification pushes Assiyana to continue aspiring to reach its standards and keep the company’s clientele satisfied.

Qatar cleaning marketWith the economic boom, the Qatari services market has evolved exponentially. From the establishment of five-star hotels and international chains, to luxurious property development, which in turn has encouraged many international service providers to penetrate the Qatari market, all of this is leading to a more professional service delivery agenda.

With Qatar being awarded the 2022 World Cup, it is expected that competition will be at its best, driving companies to introduce special services and cleaning techniques to various facilities, ranging from stadiums, to hotels, cruise ships, transportation facilities, recreational areas and many more. This will push service providers to deliver all the required services and train their staff to be able to provide a state-of-the-art World Cup in servicing to create an exceptional event, which the State of Qatar is promising to deliver.

With a rich legacy, Assiyana’s Qatar division is all braced to service the rapidly growing industry.


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Eco Fresh Hygiene: Where Hygiene Means Perfection With innovative hygiene solutions, Eco Fresh Hygiene is focusing on being one of the leading hygiene service companies in the region.

Eco Fresh Hygiene has been playing a leading role in the hygiene industry since its

inception, by offering high quality products and excellent services to our customers. In fact, we were able to associate with the world’s renowned manufacturers mainly from Europe for distributing their hygiene products in the Middle East. Due to our unmatched service, quality of products and professional approach, now Eco Fresh has become a synonym for hygiene products in Qatar. As a result, we are now part of some of the major and prestigious projects in Qatar both in the Public and in Private sectors. Also, we have added few more products to our basket to provide our clients with complete solutions in the hygiene sector. Moreover, as a team, Eco Fresh consistently strives hard to provide the best to our customers.

Product and servicesEco Fresh Hygiene has collaborated with leading manufacturers globally mainly from Europe and America. We offer our customers a complete range of quality products to ensure the customer satisfaction and care. We offer a wide range of products and

services like washroom hygiene products, janitorial products, non-woven and microfibers, floor matting, bins/waste receptacles, cleaning chemicals, etc. Customer care and quality service are the core principles of our programme.

Qatar market and company future Considering the much awaiting FIFA 2022 World Cup, we expect more players to come into the hygiene industry for serving in the market. Therefore, each and every firm serving the hygiene sector is striving to meet its customers’ expectations and to improve the standards. Now, the cleaning sector has become one of the most focused businesses in Qatar.

Qatar is expected to increase its present hotel rooms capacity to nearly double by 2022 to accommodate the world-wide fans of soccer. Eco Fresh Hygiene is planning and aiming to be fully equipped to support the customers’ increased demand by keeping adequate stock and also by leveraging quality service. Our vision is to be the most reliable and trusted professional hygiene distributors in the region. When it comes to hygiene, we mean perfection.

Facilities Services

P.O.Box: 22371, Doha, QatarTel: +974 44322088, Fax: +974 44322025, Mob: +974 77846466E-mail: [email protected] - Web: www.assiyana.com

Cleaning & Refinishing • Handyman SolutionsLawn & Landscape • Pests & Termites

Product Diary

Air Purifier from LGLG Electronics recently launched its newest air purifier. The effective Montblanc model employs state-of-the-art air filtration technologies to rid spaces of invisible air pollutants. Sand dust, formaldehyde, particulate matter 2.5 (PM2.5), pollen, dust mites and other harmful airborne contaminants such as sulfur dioxide (SO2) and nitrogen dioxide (NO2) are no match for LG’s comprehensive air purifying solution. The winner of a 2014 Red Dot Design Award and an International Design Excellence Award (IDEA), the air purifier boasts a unique circular shape that blends in seamlessly into any environment.

The LG Montblanc air purifier utilises an array of advanced filters – the dual protection filter, which removes large dust particles, hair, pet fur and even bacteria from the environment; the Allergy HEPA filter powered by 3M Tech combats particulate matter 2.5 (PM2.5), sand dust, allergens, pollen and mould; the Triple Care filter then rids the space of formaldehyde (92 percent, 2 hours) within only one hour of operation. It also removes smog-causing pollutants and reduces the presence of nasty smells. Finally, the Plasmaster Ionizer sends out over two million ions to sterilise the air; protecting users against potentially harmful contaminants.

The circular design of the air purifier has an LED smart indicator that makes it possible for users to check pollution levels at a glance. Moreover, the device automatically adjusts fan speed and comes equipped with the One Touch Color filter system. Finally, it has a Low Power Standby mode, which minimises electricity consumption.

• Washroom Hygiene Products • Janitorials • Non-Woven and Micro Fibers • Floor Matting

• Cleaning Machinery • Bins & Waste Receptacles • Cleaning Chemicals •General Products

INTERNATIONAL PARTNERS

P.O. Box : 39109, Doha - Qatar. Tel: +974 44719841 / 44719842, Fax: +974 44719839. E Mail: [email protected] - www.ecofreshhygiene.com

ECO FRESH HYGIENE W.L.L.

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P.O. Box 10111, Doha - Qatar. Tel. +974 4466 5590/4466 5591/4466 5592Fax +974 4466 5593. [email protected] www.rafaleqatar.com

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Documents

Qatar Intercare: Serving with Integrity - Clean Middle Eastcleanmiddleeast.ae/QATAR SUPPLEMET.pdf · Technical Supplies & Services Co. W.L.L P.O Box : 24770, Tel : +97444439898,