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FM Help Desk: user complaint system as an FM approach for facilities management services in Universiti Tun Hussein Onn Malaysia (UTHM)

An efficient and effective facilities management contributes to the productivity of an organisation in achieving its core activities. Higher educational institutions (HEIs), with teaching and learning as their core activities, have several physical and non�physical facilities to manage. In reali...

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Main Author: Shafie, Fazira
Format: Thesis
Language:English
English
English
Published: 2013
Subjects:
TS Manufactures
TS155-194 Production management. Operations management
Online Access:http://eprints.uthm.edu.my/1904/1/24p%20FAZIRA%20SHAFIE.pdf
http://eprints.uthm.edu.my/1904/3/FAZIRA%20SHAFIE%20COPYRIGHT%20DECLARATION.pdf
http://eprints.uthm.edu.my/1904/2/FAZIRA%20SHAFIE%20WATERMARK.pdf
http://eprints.uthm.edu.my/1904/
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spelling my.uthm.eprints.19042021-10-12T04:32:55Z http://eprints.uthm.edu.my/1904/ FM Help Desk: user complaint system as an FM approach for facilities management services in Universiti Tun Hussein Onn Malaysia (UTHM) Shafie, Fazira TS Manufactures TS155-194 Production management. Operations management An efficient and effective facilities management contributes to the productivity of an organisation in achieving its core activities. Higher educational institutions (HEIs), with teaching and learning as their core activities, have several physical and non�physical facilities to manage. In reality, this involves with complex challenges in meeting the needs and demands of dynamic and demanding stakeholders. Therefore, a mechanism must be identified and developed to meet their demands. Facility management (FM) help desk has been identified as an online system for the university community to channel any complaints about the university facilities. This system is able to handle the complaints by managing, recording and maintaining them in a systematic and effective manner. Through this system, complaints should be resolved within one day, three days or seven days depending on the degree of urgency of the cases. This research focuses on how the FM help desk system can help the university to manage its facilities and to determine FM satisfaction indicators for facilities management services delivered through the FM help desk system. This research also suggested the improvement of this system based on the FM satisfaction indicators. Mixed method was used in this research. Via quantitative approach, 317 sets of questionnaires were distributed to respondents representing various levels of the university staff. Semi-structured interview technique focusing on the officers who directly involved in the management of university facilities, on the other hand, was carried out to obtain qualitative data. The results showed that the majority of users were satisfied with the implementation of FM help desk system as a user complaint system to improve the efficiency of the university facilities management. Furthermore, it has been suggested that this system can be improved based on the FM satisfaction indicators i.e., people, IT and technology, place and process. Thus, FM help desk system has been identified as an important mechanism in enhancing the management of complaints towards a better implementation of a quality facilities management system in the university. 2013 Thesis NonPeerReviewed text en http://eprints.uthm.edu.my/1904/1/24p%20FAZIRA%20SHAFIE.pdf text en http://eprints.uthm.edu.my/1904/3/FAZIRA%20SHAFIE%20COPYRIGHT%20DECLARATION.pdf text en http://eprints.uthm.edu.my/1904/2/FAZIRA%20SHAFIE%20WATERMARK.pdf Shafie, Fazira (2013) FM Help Desk: user complaint system as an FM approach for facilities management services in Universiti Tun Hussein Onn Malaysia (UTHM). Masters thesis, Universiti Tun Hussein Onn Malaysia.
institution Universiti Tun Hussein Onn Malaysia
building UTHM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Tun Hussein Onn Malaysia
content_source UTHM Institutional Repository
url_provider http://eprints.uthm.edu.my/
language English
English
English
topic TS Manufactures
TS155-194 Production management. Operations management
spellingShingle TS Manufactures
TS155-194 Production management. Operations management
Shafie, Fazira
FM Help Desk: user complaint system as an FM approach for facilities management services in Universiti Tun Hussein Onn Malaysia (UTHM)
description An efficient and effective facilities management contributes to the productivity of an organisation in achieving its core activities. Higher educational institutions (HEIs), with teaching and learning as their core activities, have several physical and non�physical facilities to manage. In reality, this involves with complex challenges in meeting the needs and demands of dynamic and demanding stakeholders. Therefore, a mechanism must be identified and developed to meet their demands. Facility management (FM) help desk has been identified as an online system for the university community to channel any complaints about the university facilities. This system is able to handle the complaints by managing, recording and maintaining them in a systematic and effective manner. Through this system, complaints should be resolved within one day, three days or seven days depending on the degree of urgency of the cases. This research focuses on how the FM help desk system can help the university to manage its facilities and to determine FM satisfaction indicators for facilities management services delivered through the FM help desk system. This research also suggested the improvement of this system based on the FM satisfaction indicators. Mixed method was used in this research. Via quantitative approach, 317 sets of questionnaires were distributed to respondents representing various levels of the university staff. Semi-structured interview technique focusing on the officers who directly involved in the management of university facilities, on the other hand, was carried out to obtain qualitative data. The results showed that the majority of users were satisfied with the implementation of FM help desk system as a user complaint system to improve the efficiency of the university facilities management. Furthermore, it has been suggested that this system can be improved based on the FM satisfaction indicators i.e., people, IT and technology, place and process. Thus, FM help desk system has been identified as an important mechanism in enhancing the management of complaints towards a better implementation of a quality facilities management system in the university.
format Thesis
author Shafie, Fazira
author_facet Shafie, Fazira
author_sort Shafie, Fazira
title FM Help Desk: user complaint system as an FM approach for facilities management services in Universiti Tun Hussein Onn Malaysia (UTHM)
title_short FM Help Desk: user complaint system as an FM approach for facilities management services in Universiti Tun Hussein Onn Malaysia (UTHM)
title_full FM Help Desk: user complaint system as an FM approach for facilities management services in Universiti Tun Hussein Onn Malaysia (UTHM)
title_fullStr FM Help Desk: user complaint system as an FM approach for facilities management services in Universiti Tun Hussein Onn Malaysia (UTHM)
title_full_unstemmed FM Help Desk: user complaint system as an FM approach for facilities management services in Universiti Tun Hussein Onn Malaysia (UTHM)
title_sort fm help desk: user complaint system as an fm approach for facilities management services in universiti tun hussein onn malaysia (uthm)
publishDate 2013
url http://eprints.uthm.edu.my/1904/1/24p%20FAZIRA%20SHAFIE.pdf
http://eprints.uthm.edu.my/1904/3/FAZIRA%20SHAFIE%20COPYRIGHT%20DECLARATION.pdf
http://eprints.uthm.edu.my/1904/2/FAZIRA%20SHAFIE%20WATERMARK.pdf
http://eprints.uthm.edu.my/1904/
_version_ 1738580920929091584
score 13.211869

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