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A web-based service request and feedback system will bring a pragmatic solution to the limitations of current Facility Management (FM) processes in residential complex, and also bring a better service for supporting operation and maintenance of a building.
In a recent paper by Dr. Jin Su Jeong, the newest approach about web-based service request and feedback system has been introduced for the area of FM targeting on university residential complex and investigating the feasibility of web technology as a means of delivering FM services for better support facility operation and maintenance.
"In civil, construction and environmental engineering research, computer and information, especially World Wide Web (WWW), are getting increasing attentions along with other research areas. Considering current situations, a web system can solve be an important tool for reaching efficiency and effectiveness within operation and maintenance, provided that correct and relevant IT is applied", the author Dr. Jeong said.
In the paper, the author presented a model for stating information digitally with a web-based interface and identifying facility services management IT requirements developed. Particularly, he said, 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. Thus,"the user interface plays a crucial role in the correct and productive use of the information system: accessible design uses color, image, and graphics to guide users, as well as understandable and navigable content"the author said.
The author Dr. Jeong said the greatest benefit of this research will be the resulting effective facility information transaction by prototyping web-based application. The obvious benefactors of this information will be end-users, residents and facilities managers. In practice, work orders and records are often misplaced resulting in lower efficiency and customer satisfaction. This may be overcome by a system that states information digitally. Through GUI report system, the residents will feel comfortable more to use than calling in or walking in. It will reduce the volume of calls or visits to a customer desk and save time to put request manually into system.
Dr. Jin Su Jeong, School of Engineering and Industrial Design, Technical University of Madrid, Madrid, Spain.
A paper about the study appeared recently in Journal of Civil, Construction and Environmental Engineering.