Standardizing FM knowledge acquisition when information is inadequate

Abstract

Purpose: Besides designing a comprehensive building maintainability scoring system, this paper aims to develop a standard and reliable method for acquisition of tacit knowledge in facility management (FM) and convert the same into organizational records so that the current dearth of information and poor feedback leading to recurrent defects and arbitrary FM strategies can be eliminated. Design/methodology/approach: Nine major building elements in terms of maintainability were compared by analytic hierarchy process (AHP). Various aspects of consistency checking and group decision making were reviewed to find the best suitable method. During data collection via an AHP questionnaire in face-to-face interviews, logical reasoning employed by experts was noted and later matched with the subjective data. Findings: It was observed that technical viability of services and business profile given by building height and location, respectively, set different priorities for major building elements. HVAC system is the prime element followed by elevator and façade. Such priorities can be derived from consistent judgment which improves steadily with a decision-maker's work experience. A threshold of 10 per cent consistency and aggregating individual priorities (AIP) using geometric mean method of AHP were found most appropriate. Practical implications: Adaptation of this framework will help industry experts to document their tacit knowledge in a structured manner without facing present constraints. By tracking the recorded facts and logical reasoning, neophytes can learn the multi-faceted aspects of FM without trial and error. Originality/value: This research establishes AHP as a standard and reliable method for knowledge acquisition and thus elevates its status from a multi-criteria decision analysis tool to decision enhancement tool. © Emerald Group Publishing Limited.