Further to our article on Improving Operation & Maintenance for High Rises: Guidance for Facility Managers, we would like to share additional information and guideline related to item 4 - Establish Clear Communication Channels:
?Establish a Robust CAFM System and User Training
- ?Ensure a proven Computer-Aided Facility Management (CAFM) system is in place to track maintenance requests. This system should be user-friendly and accessible to building residents/tenants. QR codes are very helpful immediate access to the system in this era of smart phones.
- Provide thorough training and familiarization to building residents/tenants on how to effectively use the CAFM system to report maintenance issues. This will ensure clear and accurate requests are submitted.
- Establish a comprehensive building induction program to ensure all building residents/users are familiar with the facilities, services, equipment like water dispensers, and other amenities. This helps reduce misuse or abuse of the equipment and reduces the maintenance required.
?Empower Maintenance Staff with Feedback Protocols
- ?Train maintenance staff to provide timely feedback to requesters once a job is completed. If a job is delayed due to parts or material unavailability, staff should communicate the expected completion timeline to the requester.
- Encourage maintenance staff to clarify any unclear requests with the requester. This open communication can help resolve issues more efficiently and cost-effectively. For instance, a request was received to install a shade outside a surau to protect shoes from sun and rain. Upon discussing with the requester, the maintenance staff realized that creating an internal shoe storage area would be a more practical and cost-effective solution, and provide savings in thousands.
Promote a Culture of Transparent Communication
- ?Establish clear protocols for addressing maintenance issues in a timely manner, and communicate these to both building management and residents/tenants.
- Foster a culture of open and transparent communication, where residents/tenants feel empowered to report issues promptly, and maintenance staff are responsive and proactive in their feedback. Development of such culture must be backed by agile leadership.
- By implementing these measures, one can ensure that clear communication channels are established and maintained, leading to more efficient and effective facility management.
-?????? MCfm Editorial Team
