Challenges and gaps with user-led decision-making for prioritizing maintenance work orders

Ensafi, Mahnaz; Thabet, Walid; Afsari, Kereshmeh; Yang, Eunhwa

doi:10.1016/j.jobe.2023.105840

Cited by 9 publications

(20 citation statements)

References 46 publications

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“…Thus, scientific and empirical evidence of maintenance priority areas and digitalisation steps are needed to support decision-making in the early stages of BIM and IoT-aided FM implementation (Codinhoto et al, 2021;Ensafi et al, 2023;Lewis, 2012). Therefore, the following research question was formulated to address this gap in practice and scientific knowledge:…”

Section: Introductionmentioning

confidence: 99%

“…Reporting involves the communication of the fault or issue by an end-user or staff member to the FM sector. The work request (WR) is the physical or digital document used to describe the work required, thus identifying, for instance, the Statistical critical reactive maintenance faulty item, the job number, the work requested and the priority level (Ensafi et al, 2023;Gober, 2008;Gunay et al, 2018;M arquez, 2007). Once FM staff approves the request, the service is scheduled and allocated to the maintenance staff.…”

Section: Introductionmentioning

confidence: 99%

“…A second challenge is prioritising RM services, ensuring that the most important problems will be promptly solved (Barrett and Finch, 2014;Chanter and Swallow, 2007;Ensafi et al, 2023;Jaspers and Teicholz, 2012;M arquez, 2007). Generally, a first prioritisation is informed in the WR by the fault reporter (Gober, 2008) or defined by the FM sector after receiving it (Ensafi et al, 2023). This classification is based on a predefined priority code, usually developed by the FM department/division as part of a service level agreement (Chanter and Swallow, 2007).…”

Section: Introductionmentioning

confidence: 99%

“…Despite their relevance, RM processes are characterised by delays and waste and difficulties in the identification of root causes of failures (Akcamete et al , 2010; Perera et al , 2016; Salleh et al , 2016) and service prioritisation (Ensafi et al , 2023; Gober, 2008; Jaspers and Teicholz, 2012; Olanrewaju and Abdul-Aziz, 2015), impacting on the attendance of critical problems. Among the several aspects that contribute to this scenario are unsatisfactory performance of craftsmen, unexpected variances in work coordination, and unavailability of supplies (Higgins and Mobley, 2001).…”

Section: Introductionmentioning

confidence: 99%

“…Also important are the level of accessibility to the faulty item (Dabbs, 2008) and the impact on the organisation’s activities. As Ensafi et al (2023) and Gober (2008) have discussed, the lack of a systematic approach to support prioritisation leads to subjective judgement, thus impacting the delivery of critical problems.…”

Section: Introductionmentioning

confidence: 99%

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Statistical critical reactive maintenance characterisation for digital twin implementation in universities

Campos Fialho,

Codinhoto,

Minto Fabricio

2023

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Purpose Facilities management (FM) plays a key role in the performance of businesses to ensure the comfort of users and the sustainable use of natural resources over operation and maintenance. Nevertheless, reactive maintenance (RM) services are characterised by delays, waste and difficulties in prioritising services and identifying the root causes of failures; this is mostly caused by inefficient asset information and communication management. While linking building information modelling and the Internet of Things through a digital twin has demonstrated potential for improving FM practices, there is a lack of evidence regarding the process requirements involved in their implementation. This paper aims to address this challenge, as it is the first to statistically characterise RM services and processes to identify the most critical RM problems and scenarios for digital twin implementation. The statistical data analytics approach also constitutes a novel practical approach for a holistic analysis of RM occurrences. Design/methodology/approach The research strategy was based on multiple case studies, which adopted university campuses as objects for investigation. A detailed literature review of work to date and documental analysis assisted in generating data on the FM sector and RM services, where qualitative and statistical analyses were applied to approximately 300,000 individual work requests. Findings The work provides substantial evidence of a series of patterns across both cases that were not evidenced prior to this study: a concentration of requests within main campuses; a balanced distribution of requests per building, mechanical and electrical service categories; a predominance of low priority level services; a low rate of compliance in attending priority services; a cumulative impact on the overall picture of five problem subcategories (i.e. Building-Door, Mechanical-Plumbing, Electrical-Lighting, Mechanical-Heat/Cool/Ventilation and Electrical-Power); a predominance of problems in student accommodation facilities, circulations and offices; and a concentration of requests related to unlisted buildings. These new patterns form the basis for business cases where maintenance services and FM sectors can benefit from digital twins. It also provides a new methodological approach for assessing the impact of RM on businesses. Practical implications The findings provide new insights for owners and FM staff in determining the criticality of RM services, justifying investments and planning the digital transformation of services for a smarter provision. Originality/value This study represents a unique approach to FM and provides detailed evidence to identify novel RM patterns of critical service provision and activities within organisations for efficient digitalised data management over a building’s lifecycle.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%