FACULTY OF ARCHITECTURE PLANNING AND SURVEYING

BUILDING MAINTENANCE I
BSR257
INDIVIDUAL ASSIGNMENT

PREPARED BY: AMIRAH BATRISYIA BINTI IMRAN

STUDENT ID: 2020606432
GROUP: AP119 3E

PREPARED FOR: SIR MOHD NURFAISAL BAHARUDDIN

ACKNOWLEDGEMENT
First and foremost, praise be to Allah swt the all mighty for giving strength to finish this
assignment. I would like to express my special thanks of gratitude to my lecturer Sir Mohd
Nurfaisal Baharuddin who gave me guidance and knowledge to complete this individual
assignment. Completing this assignment helped me in doing a lot of researches and I came to
know about so many new things. I am overwhelmed in all humbleness and gratefulness to
acknowledge my depth to all those who have help me to put these ideas. Last but not least, I
would like to thank my parents and classmates for being my backbone and supporting me
throughout is journey of learning.
CONTENTS
Chapter 1: Introduction & An Overview of Building Maintenance
1.1 Definition of Building Maintenance
1.2 Classification of Building Maintenance
1.3 Maintenance Management VS Facilities Management

Chapter 2: Literature Review

2.1 Define Customer Feedback
2.2 Define Work Order
2.3 Define Defect Report Form / Request Form
2.4 An Example of defect Report Form based on LR
2.5 Key criteria of Defect Report Form
2.6 Advantages & Disadvantages

Chapter 3: Case Study

3.1 Introduction to Case Study
3.2 Defect Form at Selected Case Study
3.3 SWOT Analysis of defect form based on LR vs CS
Chapter 4: Recommendation and Conclusion
REFERENCES
CHAPTER 1
INTRODUCTION AND AN OVERVIEW OF BUILDING MAINTENANCE
1.1 DEFINITION OF BUILDING MAINTENANCE

Maintenance is described as work done to bring every facility, that is, every part of the site
or structure, back to an appropriate state (BSI, 1964).

According to Seeley (1976), maintenance is defined as "work undertaken to keep, restore,

or improve every part of a building, its services, and its environs to a currently acceptable
standard, and to sustain the utility and value of the building; maintenance is defined as the
combination of all technical and administrative actions, including supervision actions,
intended to retain an item in, or restore it to a state in which it can perform a required
function; maintenance is defined as the combination of all technical and administrative
actions, including supervision actions.

Maintenance is the process of keeping buildings and other assets in good shape and
operating at peak efficiency. Inadequate maintenance can lead to decay, degradation, and
diminished performance, as well as affecting the health and safety of users, tenants, and
others in the area. Buildings decay at varying speeds and require varied levels of
maintenance depending on their design, quality of materials and craftsmanship, function,
and location. Although no building is maintenance-free, the quality of the design and
construction will reduce the amount required.

Maintenance should be organised through a rotating maintenance schedule for the optimum
results. This starts with daily routines and progresses to weekly, monthly, semi-annual,
annual, quinquennial, and then annual, quinquennial, and quinquennial routines. Architects,
engineers, and surveyors may be called in for the quinquennial purpose and on the outskirts
to inspect for structural and other major faults (especially in ancient buildings), and the
semi-permanent maintenance plan may be altered and updated.
1.2 CLASSIFICATION OF BUIDLING MAINTENANCE

The classifications of building maintenance are as follow:

• Condition based maintenance
- Condition-based maintenance (CBM) is a maintenance technique that assesses
an asset's current state to determine what repair is required. According to CBM,
maintenance should only be done when specific indicators indicate that
performance is deteriorating or that breakdown is imminent.

• Corrective maintenance
- Corrective maintenance is the process of identifying, isolating, and repairing a
fault in order to get equipment, a machine, or a system back into working order
so it can perform its intended function. Troubleshooting, disassembly,
adjustment, repair, replacement, and realignment are all examples of corrective
maintenance, which is frequently connected with breakdowns or reactive
maintenance.

• Planned maintenance
- Planned maintenance is a proactive maintenance method that focuses on
reducing downtime and expenses associated with failures. The process begins
with identifying a maintenance issue that has to be addressed, such as reducing
downtime or extending the life of your assets and equipment.

• Predictive maintenance
- Predictive maintenance is a method of detecting anomalies in your operation
and potential problems in equipment and processes using data analysis tools and
methodologies, so you can remedy them before they fail.

• Preventive maintenance
- Predictive maintenance is a method of detecting anomalies in your operation
and potential problems in equipment and processes using data analysis tools and
methodologies, so you can remedy them before they fail.

• Proactive maintenance
- Proactive maintenance is a preventative maintenance method that addresses the
underlying causes of equipment failure. Proactive maintenance aims to decrease
unplanned downtime, equipment failure, and the dangers that come with
operating damaged equipment.
• Reliability Centered Maintenance
- This is a method of ensuring that maintenance chores are completed in a timely,
cost-effective, reliable, and safe way. Maintenance chores might be proactive,
predictive, or entail non-destructive examinations to detect and track defects.

• Value driven maintenance

- Value‐driven maintenance (VDM) is a maintenance management methodology
developed about four value drivers in maintenance.
1.3 MAINTENANCE MANAGEMENT VS FACILITIES MANAGEMENT

Maintenance management

Maintenance management is the process of keeping your assets and resources in good
working order. The major goal is to reduce the costs, time, and resources connected with
your maintenance procedures while maintaining the intended flow.

Maintenance management is critical to the long-term success of your maintenance

programme because it ensures quality assurance, operational efficiency, and asset readiness.
Assets and resources that are well-maintained keep your production running smoothly and
reduce the chances of unplanned downtime.

Facilities management

Facilities management can be defined as the tools and services that support the
functionality, safety, and sustainability of buildings, grounds, infrastructure, and real estate.
Facilities managements are responsible for the security, maintenance and services of work
facilities to ensure that they meet the needs of the organisation and its employees. Facilities
managements essentially look after all of the services that helps a business or other
organisation do its work.
CHAPTER 2
LITERATURE REVIEW
2.1 CUSTOMERS FEEDBACK
Customer feedback is information about a product or service that is offered by customers. Its
goal is to show their degree of happiness and to assist product, customer success, and marketing
teams in identifying areas for development. Customers' feedback can be proactively collected
by polling and surveying them, interviewing them, or asking for reviews. Teams can also
collect feedback passively by giving customers a location within the product to leave comments,
concerns, or compliments.
Customer feedback is very crucial because it contains a lot of valuable information that can
help drive business or service growth. Making modifications based on customer feedback
allows you to build facilities and services that fulfil your customers' needs, and consistently
and over time monitoring customer feedback allows you to maintain your finger on the pulse
of your customers.

2.2 WORK ORDER

Work orders authorise the completion of maintenance, repair, or operations work. Work orders
can be generated manually by a staff person, client, or renter submitting a work request, or
automatically by a work order management software or a Preventive Maintenance (PM)
programme. Work Orders can also be created as a result of inspection or audit follow-ups. The
purpose of a work order is to initiate a task, clarify what is to be done, specify completion dates,
and give special instructions as when needed.
The purpose of a work order is to initiate a task, clarify what is to be done, specify completion
dates, and give special instructions. work order helps the organizations manage and maintain
data on projects and services.

2.3 DEFECT REPORT FORM

A defect report form is a document that has concise details about what defects are identified,
what action steps make the defects show up, and what are the expected results instead of the
application showing defects while taking particular step by step actions.
2.4 EXAMPLE OF DEFECT REPORT FORM
2.5 KEY CRITERIA OF DEFECT REPORT FORM
The key criteria of a good defect report form are as follow:
• Visibility
- Information about how and where to complain is well publicised to customers,
staff and other interested parties.

• Occupant focused
- The organisation is committed to effective complaint handling and values
feedback through complaints.

• Accessibility
- Complainants can easily access and understand the procedure of filing a
complaint and having it investigated.

• Responsiveness
- Complaints are quickly acknowledged, treated in a timely and orderly way, and
the complainant is kept informed throughout the process.

• Objectivity and fairness

- Complaints are handled fairly, objectively, and without prejudice. This will
make the complaint resolution procedure fairer and more reasonable. It is not
permitted for unreasonable complaining behaviour to become a burden.

• Remedy
- The organisation gives a remedy if a complaint is upheld.

• Review
- Internal and external review and/or appeal of the organization's reaction to the
complaint are available, and complainants are notified of these options.

• Informational
- In the defect report, include any information that will assist the developer in
understanding and resolving the issue.
2.6 ADVANTAGES & DISADVANTAGES
Customers and their opinions, as we all know, are quite important. However, not everyone
knows why they're crucial or how they might ruin a company. Knowing the advantages and
disadvantages of consumer feedback will turn it into a potent instrument rather than a cannon
fodder. The table below shows the pros and cons of defect report form:

Advantages
Improvise customers communication
• These defect report forms can
point out information that is
lacking out.
Recognition of mistakes
• These defect report forms help to
acknowledge mistake and defect
that hasn’t been known before.
This also helps to improve
service, maintenance and
management.
Disadvantages
Wastage
• It can be a waste of money and
time trying to gather and
distribute these forms because
sometimes customers or clients
doesn’t bother to report any
defects.
Dissatisfactory from customers
• When you start taking complaint,
some customers will assume you
will act on every word and
misunderstanding may occur.
CHAPTER 3
CASE STUDY
3.1 INTRODUCTION TO CASE STUDY
For this case study I have chosen a public primary school named “Sekolah Kebangsaan Desa
Pinggiran Putra”. This school is located at desa pinggiran putra which is in Kajang, Selangor.
This school was open during the year of 2014.
3.2 DEFECT FORM OF CASE STUDY
3.3 ANALYSIS OF DEFECT REPORT FORM

Strength of defect report form of case study

• Easy to use and straight forward
- The defect report from the case study is very easy to use as it has many spaces to jot
down all the defects found in the building.
• Good visibility
- It is easy to read the form.

Weakness of defect report form of case study

• Lack of information
- The user did not fill in enough information in the form.
• Lack of priority check
- Priority check is a must. This helps the management informed whether the
defects need major and quick repairing.

Strength of defect report form of LR

• Efficient amount of information
- The defect form has good information and all the defects are written in
detailed.
• Good amount of personal details
- The defect report form has enough personal detailed so it will be easy for the
management to do any communications.

Weakness of defect report form of LR

• Not so visible
- The space for writing in the form is too small. This will make customers have
difficulty when writing and the management will have difficulty of reading.
CHAPTER 4
Recommendations
As recommendation of improvement to the defect form, it should consist of more details from
the customers. This way it will be easier for the management to communicate with the
customer.

Conclusion
In conclusion, structures must be kept free of decay, vandalism, debris, and other issues.
Many techniques must be taken in order to ensure that building maintenance practises are
efficient. The importance of maintaining the building is that it can raise the property's value,
reduce inconvenience, and assure the tenants' safety. As a result, building maintenance
management should send defect or complaint forms to occupants in order to keep the building
safe because they know what problems the inhabitants are having and how to remedy them.
REFERENCES
1. Seeley, I. H. (2003). Building maintenance (2nd ed.). Britain: Palgrave
2. https://www.getmaintainx.com/learning-center/building-
maintenance/#:~:text=Building%20maintenance%20refers%20to%20activities,for%2
0tenants%20at%20all%20ti
3. https://www.twi-global.com/technical-knowledge/faqs/what-is-corrective-
maintenance
4. Lateef, O. A. (2009). Building maintenance management in Malaysia. Journal of
Building Appraisal, 4(3), 207–214.