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This journal includes all of the exercises and learning

activities for this course. This course is designed to be a


practical learning experience. As a result, the exercises
and learning activities will ask you to use a shopping
center as a real life example for your work.

Your learning will benefit from consistency when


completing these exercises. For the best results, choose
a shopping center you can use for the entirety of this
program.

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MODUE 1
Review Exercise: Concept 1 - Maintenance Goals and Process
State the 7 basic goals of an effective maintenance program and describe how
accomplishing each goal relates to either improving the physical plant or
enhancing the value of the center.
Resource: ICSC Brief Notes: Shopping Center Management Maintenance

Review Exercise: CORE CONCEPT 2-Maintenance Obligations of Landlord, Tenants and


Anchors
First, list at least 7 areas or systems in a center that are most likely to be the
responsibility of the landlord under a standard lease document. Second,
summarize how a lease establishes responsibility for maintenance.
Resource: ICSC Brief Notes: Shopping Center Management - Maintenance
Review Exercise: CORE CONCEPT 3 - Standard Operating Procedures Manual
Define a Standard Operating Procedures Manual and explain precisely how it sets the
standards for maintenance.
Resource: ICSC Brief Notes: Shopping Center Management Maintenance

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Review Exercise: CORE CONCEPT 4 - Basic Steps in Maintenance Process


Provide an example of each of the 7 steps that generally constitute an
overall maintenance process.
Resource: ICSC Brief Notes: Shopping Center Management Maintenance
Review Exercise: CORE CONCEPT 5 - Tenant Communication
Explain 5 procedures that help ensure a cordial relationship pertaining to
maintenance. For each procedure describe an example you encountered in
your center.
Resource: ICSC Brief Notes: Shopping Center Management Maintenance
Review Exercise: CORE CONCEPT 6 - Tenant Handbook and Crisis Management
Manual
Delineate what information is contained in a tenant handbook and crisis
management manual and the application as it relates to maintenance
issues.
Resource: CSC Brief Notes: Shopping Center Management Maintenance

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MODULE 1: Learning Activity


Financial Statements & Monitoring Value
The purpose of this Learning Activity is to discover the documents your center
management currently uses to highlight the policies and procedures followed
regarding maintenance and emergency situations. You will learn about the
documents your center uses and what they do not currently use. As the culmination
of this learning activity you will outline a table of contents appropriate for a tenant
manual and list of emergency situations that should be addressed for your shopping
center.
Complete this Learning Activity by following the instructions below:
1. Review the information found in a Standard Operating Procedures Manual, a
Tenant Handbook (or manual), and a Crisis Management Manual found in
Brief Notes: Shopping Center Management Maintenance.
2. Arrange for an interview with the appropriate staff at your center to discuss
the content of these items.
3. Prior to the interview, if possible, arrange to see and read similar documents,
manuals or handbooks previously developed for your center. Review your
answers to the review exercises and your text readings.
4. Based on the documents used in your center, be prepared to discuss one or
all three of the documents during the interview.
5. Following the interview, record your findings in narrative form here.
6. Finally, based on your findings, develop a table of contents for a tenant
manual and a list of emergency situations that specifically addresses your
shopping center. If you prefer, you may use another shopping center other
than your own center in preparing this activity.

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MODULE 2
Review Exercise: CORE CONCEPT 1 - Scheduling and Conducting
Inspections
Cite at least 5 examples of inspections that should be regularly scheduled.
For each describe how the inspection is done at your shopping center.
Including an example of a follow-up action if a deficiency is noted.
Resource: ICSC Brief Notes: Shopping Center Management - Maintenance
Review Exercise: CORE CONCEPT 2 - Property Inspection
List and describe the steps necessary to prepare for a property inspection.
Include all relevant background information about a center that is
necessary for a property inspection.
Resource: ICSC Brief Notes: Shopping Center Management - Maintenance

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MODULE 2: Learning Activity


Value Affected by Time and Other Factors
The purpose of this Learning Activity is to learn how to conduct a inspections by constructing a schedule
of the daily inspections required for your center.
Complete this Learning Activity by following the instructions below:
1. Review the text ICSC Brief Notes: Shopping Center Management - Maintenance
2. Arrange for various interviews with appropriate staff at your center and record the interview
appointment. If you already know how your center schedules the various inspections, answer the
following questions:
-

Who does them?


What inspection forms do they use?
What is the frequency of inspections?

3. During the interviews, ask specifically the types of inspections performed daily, weekly, or
periodically in your center and what is their procedure to make sure that items noted as deficient
get corrected with expediency. From your interview, list the types of inspections performed and
summarize what you learned from working through this activity.
4. Using the Daily Maintenance Checklist" you downloaded from the attachments, personally walk
the interior of the center (if applicable) and drive the exterior of the center. Carefully note any
deficiencies and actions to be taken directly on the form. Consider this as a daily inspection.

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Review Exercise: CORE CONCEPT 1 - Reorganizing a Maintenance Department


State at least 5 criteria for evaluating in-house costs. Summarize why
each specific criterion is important to consider.
Resource: ICSC Brief Notes: Shopping Center Management Maintenance
Review Exercise: CORE CONCEPT 2 - Using Contracted Service
State at least 5 variables as noted in the above section that would cause a
manager to consider using contractors for maintenance and explain why
each is important in making decisions regarding staffing.
Resource: ICSC Brief Notes: Shopping Center Management - Maintenance
State some of the advantages of using in-house staff personnel and
contracted workers.
Resource: ICSC Brief Notes: Shopping Center Management - Maintenance

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MODULE 3: Learning Activity


Three Approaches to Determining Value
The purpose of this Learning Activity is to learn more about establishing a maintenance department by
discovering how maintenance at your center is staffed, and the criteria involved in arriving at the decision
for personnel needs.
Complete this Learning Activity by following the instructions below:
1. Arrange for an interview with appropriate staff at your center. If you already know how your center
is staffed for maintenance, you can proceed with this Learning Activity based on your own
knowledge of maintenance staffing in your center.
2. Prior to the interview, work up a sample maintenance plan for your center based on your current
knowledge.
3. During the interview, be prepared to discuss maintenance staffing at your center. Ask specifically
about the number of in-house staff and their responsibilities and/or the number of contracted staff,
how the contracts were determined, and their responsibilities. Inquire how your center staffs for
routine cleaning and maintenance, for special projects, and for staffing arrangements during
emergencies.
4. Download the two attachments for this exercise:

o
o

Daily Maintenance Assignments


Daily Maintenance Time Report

5. Complete the Daily Maintenance Assignments form. The purpose is to identify 10 basic
assignments in the shopping center that would routinely be performed daily. Also note what
equipment and material would be needed. For example, one assignment might be to sweep the
parking lot. You would need a street sweeper for five hours to perform that function, some
cleaning fluids, and one-quarter tank of gasoline.
6. Next complete the Daily Maintenance Time Report. For each assignment show a fictitious (or
real) name of an employee of the center (or contractor) and how many hours that employee is

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working on the assignment. As an example, John Doe might work 5 hours on parking lot
sweeping and 3 hours picking up trash from service courts.
7. Compare your findings from the interview with the sample staff maintenance plan you developed
using the forms below. Identify any gaps.
8. Based on your findings in this exercise, determine what inspections are needed for your center
and whether it is most efficient to have in-house or contracted labor

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MODULE 4
Review Exercise: MODULE 4 - CORE CONCEPT 1 General Maintenance,
Replacement, and Budgeting
Write at least 3 examples of monthly maintenance items that need to be
checked for repair or replacement.
Resource: ICSC Brief Notes: Shopping Center Management Maintenance

Review Exercise: CORE CONCEPT 2 - Equipment Replacement

Describe how the decision is made whether to buy or lease


maintenance equipment.
State 2 typical reasons to repair equipment, rather than replace
equipment owned by the center.
State 2 typical reasons to replace equipment rather than repair
equipment.

Resource: ICSC Brief Notes: Shopping Center Management Maintenance

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Review Exercise: CORE CONCEPT 3 - Impact of Budgets on Maintenance


List 5 items that might be considered as special project for maintenance
budgets.
Resource: ICSC Brief Notes: Shopping Center Management Maintenance

Review Exercise: CORE CONCEPT 4 - Capital Expenses

Cite 2 examples of a capital expense.


Cite at least 2 examples of CAM recoverable charges.

Resource: ICSC Brief Notes: Shopping Center Management - Maintenance

Review Exercise: CORE CONCEPT 5 - Recovering Maintenance Costs


Summarize in a paragraph the formula used by many shopping centers to
compute monthly Common Area Maintenance charges.

Review Exercise: CORE CONCEPT 6 - Food Courts and CAM Reimbursements


Name at least 3 expenses included in the charges for the maintenance of
the food court.
Resource: ICSC's Shopping Center Dictionary of Terms

Review Exercise: CORE CONCEPT 7 - Administrative Fees and CAM


Complete the following 4 sentences in relation to these administrative
fees:

Administrative fees are calculated in many centers by...


The difference between administrative fees and management fees
is...
Management fees are calculated in many centers by...
Administrative fees that apply to my center are calculated by...

Resource: ICSC Brief Notes: Shopping Center Management - Maintenance

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MODULE 4: Learning Activity


The Retail Lease and Its Provisions
The purpose of this Learning Activity is to learn about specific billing of maintenance costs to tenants.

Complete this Learning Activity by following the instructions below:


1. Arrange for a conversation or an interview with appropriate center staff and with the
accounting staff to discuss guidelines and methods for how to budget allocated and cost
recoveries and the billing of CAM to tenants. You can choose to focus on Common Area or
Food Court maintenance.
2. Create a worksheet that details the CAM billing to include the CAM costs or food court CAM
costs and decide on a formula to use for billing such costs. This can be billed as a pro rata
of gross leasable area, gross leased area, or even as a percentage of sales. You decide the
method. The objective is to analyze the process. You must understand the components of a
CAM billing, which include:

the costs to be billed


the lease agreed upon method for computing such costs
how anchors are considered
whether an administrative fee is applicable.

3. Summarize your findings in either a narrative or on a spreadsheet.

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MODULE 5
Review Exercise: CORE CONCEPT 1 - MAINTENANCE AND UPKEEP OF SPECIFIC
AREASRoofs, Parking Areas and Surfaces, Snow Removal, Landscaping
Name at least 3 types of roofs used in shopping centers.
Resource: ICSC Brief Notes: Shopping Center Management - Maintenance

Describe each of the components of a built-up roof and describe how


the roof functions.
Resource: ICSC Brief Notes: Shopping Center Management - Maintenance

Name and explain 4 of the most common types of roof failure


attributed
Resource: ICSC Brief Notes: Shopping Center Management - Maintenance
Review Exercise: CORE CONCEPT 2 - Parking Lots, Decks, and Surfaces

List 4 suggestions for parking lot repairs.

Resource: ICSC Brief Notes: Shopping Center Management - Maintenance

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Review Exercise: CORE CONCEPT 3 - Snow Removal


Describe typical equipment and supplies used in the plowing of snow and
safety measures used to avoid customer accidents.
Review Exercise: CORE CONCEPT 4 - Exterior Landscape Maintenance
Suggest possible steps to take to ensure appeal of exterior landscaping.

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MODULE 5: Learning Activity


Projecting Value Developing the Pro Forma and Forecast
The purpose of this Learning Activity is to become acquainted with basic maintenance tools associated
with roofing construction and maintenance.
Complete this Learning Activity by following the instructions below:

1. Using the Inspection of Roof Areas Form you downloaded, research the
roof in your shopping center and determine the relative health of the roof
or the need for certain repairs. Complete the inspection and draft a
summary for discussion later with your staff and cluster members.

2. Ask to arrange a tour of the roof areas with center staff for more
complete explanations of roof terms and maintenance. Identify your
maintenance staff's understanding of these areas relating to roof
maintenance. If possible, have a representative of your roofing contractor
accompany you and your staff during the actual roof inspection.

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MODULE 6

Review Exercise: CORE CONCEPT 1 - MAINTENANCE AND UPKEEP OF SPECIFIC


AREASHeating, Ventilation, and Air-Conditioning Systems, Lighting, Electrical
Systems, Emergency Generators, Elevators, and Escalators
Identify the basic types of Heating, Ventilation, and Air Conditioning
(HVAC) systems classified according to how they are powered.
Resource: ICSC Brief Notes: Shopping Center Management Maintenance

Review Exercise: CORE CONCEPT 2 - Optimizing Your HVAC Equipment Exercise 1


Summarize the significance of tonnage and describe the factors to be
taken into consideration to determine the tonnage of a Heating,
Ventilation, and Air Conditioning system.
Resource: ICSC Brief Notes: Shopping Center Management - Maintenance

Review Exercise: CORE CONCEPT 2 - Optimizing Your HVAC Equipment Exercise 2


Describe in a paragraph how an effective Heating, Ventilation and Air
Conditioning system maintenance program contributes to the overall
value of a center.

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Review Exercise: CORE CONCEPT 3 - Exterior Lighting


Name the types of light sources and explain why these light sources are
often selected for center parking areas.
Resource: ICSC Brief Notes: Shopping Center Management - Maintenance
Describe how lighting differs in use for exterior center lighting and
interior center lighting.
Resource: ICSC Brief Notes: Shopping Center Management Maintenance

Review Exercise: CORE CONCEPT 4 - Electrical Systems and Emergency Generators


Specify safeguards in maintenance to ensure uninterrupted power is
available as needed in critical areas.
Resource: ICSC Brief Notes: Shopping Center Management - Maintenance

Review Exercise: CORE CONCEPT 5 - Elevators and Escalators


State the criteria for selecting outside service companies.

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MODULE 6: Learning Activity


Center Refinancing and REITs
The purpose of this Learning Activity is to understand how heating, ventilation and air conditioning
systems function and how the quality of the environment, which your customers and tenants experience,
depends on the quality of an HVAC maintenance program.
Complete this Learning Activity by following the instructions below:
1. For purposes of this Learning Activity, review again all material on this subject on
Maintenance from ICSC Brief Notes: Shopping Center Management
2. Review the HVAC Service Log you downloaded.
3. Arrange for a conversation with the more experienced maintenance staff or head of the
department for a full explanation of how your center's HVAC system functions. Be prepared
to discuss any problems associated with this system in your center and how those problems
were resolved. Question the terminology associated with HVAC systems and make sure you
fully understand all terms necessary. Ask to see a copy of the centers HVAC Service Log to
see what type of service has been performed
4. Based on this conversation, describe in detail the type of equipment in your shopping center
(or choose another building for an example) and the specific maintenance requirements
associated with HVAC

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MODULE 7
Review Exercise: CORE CONCEPT 1 - MAINTENANCE AND UPKEEP OF SPECIFIC
AREASFood Courts, Floors, Utilities, Plumbing, Information Technology
List several of the cleaning issues particular to a food court area.
Resource: ICSC Brief Notes: Shopping Center Management Maintenance
Review Exercise: CORE CONCEPT 2 Floors
Summarize a schedule of daily, weekly and other periodic maintenance for
the care of center floors. Include recommended procedures for late night
or early morning cleaning staffs.
Review Exercise: CORE CONCEPT 3 - Utilities
From your own experience or by speaking with a colleague, state in a
sentence how utilities easement agreements are crafted. Second, explain
why these utility easement agreements should be narrowly crafted to limit
the utility company's rights in the center property.
Review Exercise: CORE CONCEPT 4 - Plumbing
Indicate at least 5 additional preventive plumbing maintenance steps to
put into place at a shopping center.

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Review Exercise: CORE CONCEPT 5 - Information Technology


Describe some of the elements of the maintenance process that can be
maximized by the effective use of specific software programs.
Review Exercise: CORE CONCEPT 6 Sustainability
What are some of the Green or Sustainability initiatives your shopping
center has implemented? Describe the program and result. Are there
future initiatives planned for your center, and if so, what are the expected
results?

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MODULE 7: Learning Activity

Maintenance and Upkeep of Specific Areas - Food Courts / Floors /Utilities /


Plumbing / Information Technology
The purpose of this Learning Activity is to learn how to prepare a budget to handle
the maintenance of a food court.
Complete this Learning Activity by following the instructions below:
1. For purposes of this Learning Activity, you will work from your own
notes and observations. To begin this process, arrange for a
conversation with appropriate maintenance staff at your center.
Describe the Learning Activity and ask to review at least one sample
schedule of functions to be done at a food court. If you do not have a
food court at your center, contact another shopping center manager
familiar with food courts to determine the specifications.
2. In advance of this conversation, take a walk through your center or a
center that has a food court. Observe the work being done.
3. In your budget, determine how many hours per week and what
material would be required for maintaining a food court. Divide your
specifications into five areas as follows:
a.
Food court supervision
b.
Food court floor care
c.
Food court fixtures and accessories
d.
Food court trash removal
e.
Food court supplies and uniforms
Multiply this weekly expense by 52 to determine an annual budget.
4. Summarize your findings and the details on the food court budget.
Include what you learned about food court maintenance.

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MODULE 8
Review Exercise: CORE CONCEPT 1 - MAINTENANCE AND UPKEEP OF SPECIFIC
AREASWaste Management, Recycling, Hazardous Wastes
State the advantages and disadvantages of the two systems; tenants
responsible for removing their own trash and landlord doing this service
for the tenants.
Resource: ICSC Brief Notes: Shopping Center Management Maintenance
Review Exercise: CORE CONCEPT 2 - Recycling and Hazardous Wastes
The property manager should be aware of 5 components of a recycling
program's success. Name these 5 components and then summarize why
each is important as a component of a recycling program.
Resource: ICSC Brief Notes: Shopping Center Management - Maintenance
Identify at least 2 materials classified as hazardous substances and then
indicate if the substances named are identified as such in a particular law.
Resource: Research the Internet

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MODULE 8: Learning Activity


Maintenance and Upkeep of Specific AreasWaste Management,
Recycling, Hazardous Wastes
The purpose of this Learning Activity is to discover more about waste management, recycling, and
handling of hazardous wastes by identifying how your center handles all of these areas.
Complete this Learning Activity by following the instructions below:
1. Research these three areas at your center or another center in your company for this Learning
Activity.

2. The center may have a written policy regarding one or more of these areas. If so, review the
policy or review it with appropriate staff and summarize your findings in narrative or outline.

3. Describe each procedure of waste management, recycling, and handling of hazardous wastes in
outline form as handled by your property in an outline. Summarize each area and include any
recommended changes.

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Maintenance Course Final Activity: Performing an Inspection of Common Areas


and Building Exteriors.
This Final Activity will serve as a first-hand summary of portions of your learning
from this course, particularly your work from the Learning Activities. It will also
serve as a useful evaluation of your center's current maintenance practices.
You will be working from the form "Inspection of Common Areas and Building
Exteriors" which you downloaded. You will use the inspection as an opportunity to
focus on an evaluation of all common areas and building exteriors for repair,
maintenance, upgrades, or replacements. This form is incorporated into two
Progress Reviews to reinforce the relationship between maintenance, insurance, and
risk management.
Final Activity Steps
1. Begin by organizing all materials needed for completing this Progress Review.
Arrange for interviews with any staff as required. Write your own goal for
what you expect to learn from this review activity. This will better target your
work and will offer additional experience writing goals.
2. Review all exercises and activities from this course pertaining to
maintenance, janitorial, and operations. This activity builds on the collective
knowledge gained as a result of performing the various Review Exercises and
Learning Activities and the routine inspections you performed within the
course.
3. Review the "Inspection of Common Areas and Building Exteriors" form
you downloaded. Work directly from this form to complete this activity. Adapt
this form as necessary for your center.
4. After completing the inspection, draft a narrative summary of your findings
addressing the following questions:
What improvements could be made to maintain your center?
What suggestions did you come up with after completing this module
for improving cost efficiencies?

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What are the five most important goals you set for your center based
on your learning from this course?
Note: Portions of your work on this Final Activity could be used to create a business
plan. One component of the business plan is a property management and
operations plan. Another part is a plan for capital expenditures.

Maintenance Course: Final Reflection


Reflect the following points and questions and write a summary of the points below
in this journal.

Did you complete the Maintenance Course Final Activity?


Re-read your goal for learning on this final activity. Was your goal
accomplished?
List possible applications of this final activity in your center maintenance
management.
The purpose of this reflection is to provide you with an evaluation of your
center's current maintenance practices. List the improvements and areas of
maintenance you noted in your narrative summary that need further review.
Module 2, Learning Activity 2 asked you to list the types of maintenance
inspections normally conducted at your center. Refer to this activity and
assessment. Compare your Progress Review with this activity and
assessment. Based on this comparison, rate your current schedule of
inspections:
o Needs Improvement
o Adequate
o More than Adequate
If you indicated your inspections need to be improved upon, describe how
you can improve the types of inspections and the scheduling of inspections.

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