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Knowledge Capture and Utilisation in Facilities Management Context: A Case Study |
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PP: 13-32 |
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Author(s) |
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Assem Al hajj,
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Abstract |
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| Knowledge is an important resource for organisations, especially for facilities management practitioners. Knowledge about the facilities holds the key for an optimum FM service delivery. This paper explores the concept of knowledge capture and its utilisation in FM discipline while positioning it with regards to the organisational strategy. The paper also investigates the knowledge capture techniques in CAFM environment and identifies how data mining from building management system is utilised in a condition-based maintenance of the assets of the facility.
The concept of knowledge capture and sharing in FM discipline and its application in a live organization was explored. Case studies were undertaken in an FM service provider environment to identify and enumerate knowledge capture methods to form a knowledge base while positioning FM in a changing strategic perspective. The experience and knowledge of employees in organisations were analysed for appropriate positioning of FM. CAFM tool was utilised to find out the knowledge capture methods used in the service delivery. BMS is another tool which is investigated for knowledge base generation for use in maintenance purposes, in addition to the role of the system as a building asset monitor and control system.
The main findings from the case study are that knowledge capture and its utilisation is a continuous process even in the absence of formal knowledge management system or active support from senior management, when service delivery is critical. The knowledge on facilities in terms of its services, assets and its operational uniqueness is captured from the experience of personnel at all levels of management and they are shared and used while making decisions. The CAFM system is the media by which the knowledge is generated and disseminated with the active help of facilities manager providing the role of knowledge developer. The information from building management system is manipulated to maintain the assets using condition base maintenance against the routine periodic maintenance practices.
Case study has provided insight to the methods of knowledge capture and how they are used to deliver services when it is critical due to the nature of the client and the unique cultural environment. The study was conducted in a non-profit organisation and hence the impact of knowledge capture and its use is not certain in normal business environment where FM adds value to the business.
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