A framework for managing maintenance using performance measurement systems

The role of maintenance in modern manufacturing is becoming ever more important, with companies adopting maintenance as a profit-generating business element. As a result, traditional terms used to describe maintenance such as necessary evil seem to be obsolete. It would appear that the aim of the maintenance function is to contribute towards an organisation's profit, clearly bringing the need for maintenance operations to be in harmony with corporate business objectives. As the measurement activity provides the link between the actual output and the desired results, performance measurement systems are crucial to those who have a stake in maintenance, to ensure that they are not in conflict with the overall business needs. This paper looks at the role of performance measurement systems (PMS) in maintenance, with particular reference to developing a new PMS using the quality function deployment (QFD) technique. First, a literature review on performance measurement is presented, in which the key factors for an effective PMS are identified. Second, common PMSs for maintenance are examined. Then, based on the principles of an effective PMS a discussion on PMSs is presented, when applied to the maintenance function. Next, a framework is developed to embrace these key facets, which is followed by a discussion of its practical implications, in the light of its application within a SME.