Analysing the gaps in the conventional e-complaint method for maintenance management at Malaysian polytechnics

Purpose - Several previous studies have described the use of maintenance management (MM) at polytechnic institutions. However, a major drawback of those studies is that they did not reveal the actual support for MM as practiced using the conventional method. To describe the full situation at polytechnics, the gaps in the conventional method must be determined. Thus, the purpose of this study is to analyse the gaps in the conventional method for actual MM as practiced at Malaysian polytechnics. Design/methodology/approach - The existence of these gaps must be explored further to reach a better understanding of the utilisation of the conventional method for MM. Primary data were gathered through interviews to develop the proposed system. The major conclusion drawn from the interview results is that there is a lack of comprehensive MM systems that integrate the operation and maintenance processes of facilities management and software programming to guide the decision-making processes. The interview results also reveal irregularities within the MM database used by Malaysian polytechnics related to e-complaints, as well as the fact that the database is unsystematic. Findings - The findings show the need for sophisticated MM at polytechnics. Originality/value - The identified gaps will guide future improvements to develop MM systems that meet the solution needs.