A study to identify factors impacting complaint response time in Facility Management System

Abstract

Facility Management (FM) is a dynamic discipline that transcends the traditional boundaries of simply maintaining physical spaces. Responding to complaints effectively and in a timely manner is critical for a successful FM. The purpose of this study is to explore and validate the factors impacting the complaint resolution and develop strategies to improve the complaint response time through survey and case study. To achieve this aim, factors identification is carried out through literature review of past papers, and questionnaire survey was carried out to gather relevant data in the study area. Random stratified sampling technique was applied to select the sample and 55 facilities management professionals are finalized for this study. Identified factors are then shortlisted using Delphi technique and 24 factors are used for further study. Responses collected from questionnaire survey are then analyzed using descriptive statistics and principal component (factor) analysis for ranking of factors and grouping of these factors. Findings show the factors like availability of funds, availability of material and timely communication are top ranked factors. The result of the principal component analysis of the variables affecting complaint response time were grouped into 10 factors namely organization team dynamics, strategic governance mechanism, operational excellence, strategic operational preparedness, financial and response strategy, communication and facility integrity, technological adaptability, staffing and occupants’ insight, design complexity and staff development and information flow. Another questionnaire survey is conducted to devise strategies which if implemented will improve the complaint response time in FM system. To ensure these strategies were not only theoretically sound but also practically implementable, a case study was conducted. This case study served as a crossvalidation, examining the real-world applicability and effectiveness of the practices identified from literature. Availability of skilled manpower, effective/ timely communication and availability of stores are the top ranked practices by the FM professionals. This research offers a comprehensive framework for understanding and improving complaint response times in facility management. It is recommended that organizations consider periodic reviews of their practices against the findings of this study to ensure continued efficiency and effectiveness in their facility management system.