Exploring e-complaint method: learning from the Malaysian Polytechnic institutions

Purpose The conventional e-complaint method provides a platform that contains multiple data sources of an infrastructure project, including building facilities, associated asset documentation of the asset. However, the conventional e-complaint method practised by the Development and Facilities Management Unit (UPPF) faces issues due to management deficiencies and negligent staff to handle operations and maintenance processes within facilities management at Malaysian Polytechnic. This paper aims to identify the different maintenance management system (MMS) approaches using information and communication technology that is equipped with decision-making processes. Design/methodology/approach This research presents eight cases of the use of e-complaint in major facilities management platforms in Malaysian Polytechnic, identifying the major problems using the conventional e-complaint method, the current technologies realised, as well as the procedures for learning and improving e-complaint to the Polytechnic institution. The major conclusion drawn from the interview results was that there is a lack of comprehensive MMSs that integrate operations and maintenance processes within facilities management and software programming to provide guidelines for decision-making processes. Findings The findings demonstrate that the conventional e-complaint method cannot be used effectively to support the defect diagnosis process during maintenance assessment and development. The case studies further demonstrated that the conventional e-complaint method will be particularly led to inadequate strategic decision-making to analyse information to improve the maintenance project outcomes for Malaysian Polytechnic’s buildings, thereby, ignoring the accuracy and reliability of information for operations and maintenance. New MMS tools are suggested from the findings and lessons learned as a good practice to reduce defect repetition on the design specifications used and construction methods practised. Originality/value Due to the increasingly complex nature of projects in terms of size and information technology, realising these current technologies would require a learning process for all stakeholders involved in financial and managing assets. This research proposes stepped change and learning opportunity for maintenance value maximisation and delivery, management and operation efficiency using MMS. The new MMS can potentially transform operational and maintenance processes within facilities management into one of the most sophisticated technologies by accommodating data recordings, such as complaints and specific items needed for maintenance through the internet and intranet to facilitate improved execution of Polytechnic’s building activities.