Quantitative analysis of defects in university buildings: user perspective

Purpose - Defect management is an important segment in building maintenance management. Although defect management requires systemic approach, the purpose of this paper is to focus on the measurement of defects in university buildings based on user perspective. Design/methodology/approach - The paper reviews related literature and presents the outcome of a survey of 550 university buildings users, derived from a convenience sample from five universities. Findings - A total of 20 defects were found to be very critical to the building users. Faulty electrical systems, faulty air conditioning system and roof damages were the defects requiring urgent maintenance. Based on the findings, it was concluded that resources be directed towards defects that affect security, safety and comfort. Research limitations/implications - The list of 32 defects may not be exhaustive, but are indicative of defects that affect university building performance. Because the buildings are not prototypes, some of the findings required adaptation. The conclusions were based on data from five universities. Practical implications - This study is useful to maintenance organizations in efforts to increase users' satisfaction, productivity and building performance by guiding resources allocation and at the same time reducing rework, dissatisfaction and waste. The findings would provide feedback and feed forward information and knowledge to the design and construction teams. The study provides a platform to integrate maintenance issues into the design and construction phases of building projects. Originality/value - There is no such conclusive study on the maintenance of university buildings. Both academics and practitioners can apply the findings to their respective maintenance management scenarios.