Bortolini, R and Forcada, N (2020) Analysis of building maintenance requests using a text mining approach: Building services evaluation. Building Research & Information, 48(2), pp. 207-217. ISSN 0961-3218
Abstract
End users' maintenance requests gathered from computerized maintenance management systems (CMMS) configure a rich source of information to evaluate the occupants' satisfaction and the building systems. Nevertheless, the non-standardized data gathered from CMMS makes it difficult to carry out analytics. This paper presents a text mining approach to extract information from end users' maintenance requests and an analysis of 6,830 maintenance requests derived from 46 buildings including offices, academic buildings and laboratories over two and a half years. The research results reveal that the most common maintenance requests during building operation and maintenance are related to problems in electrical and HVAC fixtures. Although the year of construction is not related to the occupants' maintenance requests, the type of building use and building property do influence them. The implementation of control and preventive strategies based on these results may increase facility managers' productivity and building systems' performance.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | building operation; building services; facility management; maintenance request; text mining |
| Index terms: | laboratory, building maintenance, building service, building operation, satisfaction, manager, strategy, implementation, building system, productivity, end user, mining, maintenance management system |
| Subjects: | contractual arrangements, management, geotechnical engineering, project delivery, research management, construction type, practitioner, engineering systems, stakeholder |
| Topics: | Construction Technology, Engineering Principles, Procurement, Project Management, Research Practice, Business Strategy, Roles and Professions |
| Descriptive scope: | 2 PC |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here