A Development Framework to Support the Life Cycle Facility Management Information Services for Residential Complex

摘要

This research investigates the feasibility of web technology as a means of delivering facility information services for better support facility operation and maintenance. Our research proposes a web-based service request and feedback system as a pragmatic solution to the limitations of current facility management (FM) processes with a case study of university residential complex. In practice, work orders and records are often misplaced resulting in lower efficiency and customer satisfaction. Information technology (IT) could be an important tool for reaching efficiency and effectiveness within operation and maintenance, provided that correct and relevant IT is applied. In this study, a model for stating information digitally with a web-based interface and identifying facility services management IT requirements is developed. For customer satisfaction, the end-user point-and-click graphical interface could allow residents to report facility problems using a problem fixture on a floor plan image, trace their work order in progress, view schedules for maintenance, and provide feedback for service online. The benefit for a FM department is that it can receive feedback on performance which would improve the quality of service and build a record of practical experiences. Moreover, this paper enhances the use of a structural practice for the identification of IT requirements which is essential in the pursuit of quality FM services for realization of sustainable buildings in the long run.