An Integrated Model for Efficient Defect Management and Improved Service Delivery: A Preliminary Study at Malaysian Polytechnics

This study examines the factors that contribute to inefficiency in managing academic building defects and their impact on maintenance costs and the quality of service delivery. Through in-depth interviews with five heads of maintenance units from five ageing polytechnics in Malaysia, this study has identified vital themes such as staff awareness and understanding, allocation and resource constraints, management and implementation of repairs, recurring damage issues, and communication and collaboration. The findings show that the maintenance of gutters, water supply systems, internal sanitation, and various other types of maintenance is the highest scope of work performed. The Integrated Building Defect Management Model (IBDMM) is proposed as a comprehensive framework to address these challenges. This model emphasises the importance of provision support, staff training, and improved communication between all parties involved. This study contributes to facility management area by providing in-depth insight into practical strategies for managing building defects in academic institutions, particularly at polytechnics. By applying this model, the management of building defects can be improved, further providing a better and safer learning environment for the occupants, especially at ageing educational institutions.