Journal of the Architectural Institute of Korea (대한건축학회논문집)

Architectural Institute of Korea (대한건축학회)
권호 표지
DOI QR코드

DOI QR Code

Improvement of Response to Building Maintenance Users' Claim using Mobile Messenger Platform

모바일 메신저 플랫폼 활용 건물유지관리 사용자클레임 대응 개선

  • 곽노열 (한남대학교 토목.건축공학부) ;
  • 권한솔 (에스원 BE 컨설팅그룹) ;
  • 김현창 (신세계 I&C 전기차충전사업팀, 건국대 부동산학과)
  • Received : 2022.06.30
  • Accepted : 2022.09.01
  • Published : 2022.09.30
⟨ Previous Next ⟩

Abstract

The purpose of this study is to suggest KPI service result level as quantitative index of users' claims in order to analyze level of maintenance management of building services. And, the actual buildings were analyzed by applying the mobile messenger platform to helpdesk service of building maintenance. The efficiency of the building maintenance system was evaluated by analyzing response time of users' claim and evaluating effect on maintenance characteristics of buildings. As a result of this study, the level of KPI service results for users' claim work was presented, and the effect of handling users' claims with the mobile messenger platform on action time of claim was analyzed. And, through this, it is possible to present a system that can grasp the action time of the maintenance organization in real time for user claims.

Keywords

Acknowledgement

이 연구는 산업통상자원부(MOTIE)와 한국에너지기술평가원(KETEP)의 지원을 받아 수행한 연구과제입니다.[No. 20202000000010]

References

  1. Building and Equipment Life Cycle Association. (2008). Guidelines for the Introduction of SLA in Building Equipment Management.
  2. Kwak, R. Y., & Yim, D. S. (2007). Effectiveness analysis for maintenance management system of users' claims in office building, Journal of the Architectural Institute of Korea, Planning and Design Section, 23(4), 193-200.
  3. Kwak, R. Y. (2009). Critical success factor(CSF) and KPI level of users' claim of maintenance management service in office buildings, Journal of the Architectural Institute of Korea, Planning and Design Section, 25(7), 337-344.
  4. Sudo, M. (2004). Building Maintenance Using SLA/KPI, Annual technical report, 29, Sogo Setsubi Consulting Co.,Ltd.
  5. Sudo, M., & Takakusagi, A. (2017). Maintenance priority at university hospitals and academic facilities based on maintenance records, Journal of Architecture and Planning(Trans actions of AIJ), 82(740), 2683-2692.
  6. Takakusagi, A., Sudo, M., & Kwak, R. Y. (2016). Effect on business of maintenance work on mean term to restoration of faults & defects in large-scale hospital, Journal of Architecture and Planning(Trans actions of AIJ), 81(720), 415-425.