THE MAINTENANCE SYSTEM OF THE COMMERCIAL PROPERTIES DEPARTMENT (CPD), HOUSING AND DEVELOPMENT BOARD (HDB)

Abstract

With increasing affluence of the population and better education, customers have higher expectations on the quality of service rendered to them such as the standard of maintenance of property. The public will judge HDB not only by the type of maintenance services delivered but also the quality of such services rendered to them. Therefore a good maintenance management system is crucial to the Housing and Development Board (HDB)'s Commercial Properties Department (CPD). As maintenance is one of the major functions in CPD, it may be appropriate that the existing maintenance system will need to be re-evaluated to ascertain its ability to meet the current and future standards demanded from customers and re-align the system accordingly should the evaluation revealed otherwise. This dissertation will attempt to understand and improve the existing operations of CPD's maintenance system based on the various feedbacks and requests received from the customers. The aim of this study is to evaluate whether the current existing maintenance system is able to cope with the expectations of users. The number of cases, the types of defects received, type of premises and the duration required for various types of defect have been identified as the main factors that will be studied to determine whether there are any effects on the maintenance system. From the studies conducted, certain areas in the existing maintenance system require improvements. However, the studies also show that there are certain areas that the office has performed credibly