Investigating the factors impacting Defect Reporting in the UAE’s Facilities Maintenance Contracts

Abstract

Purpose – In order to achieve value for money, it is pivotal to assess maintenance projects at the handover and operational stages and to create a good defect report. This study highlights the importance of managing defect report to achieve better management control during the awarding of contracts for the operation and maintenance phase of buildings. The lack of best practices for defect reporting of the management of contractors results in unnecessary costs, leading to a lack of trust in the contractual relationship between parties. Design/methodology/approach – The authors conducted a literature review to uncover the factors that impact defect report management during maintenance outsourcing. Quantitative, qualitative, and mixed approaches were used to compare the current and best practices of defect report management and to suggest improvements and ensure better awareness of both clients and service providers. Findings – Study reports importance of involving facilities management in early stages of construction projects to reduce operation and maintenance defects and there are several factors are responsible for the quality of defect reporting: involving facilities management in the early stages of construction, controlling and pre-evaluating the contract type, payment mechanisms, contract duration, acting in mutual trust, negotiating service level agreements during mobilisation, and the adequacy of the mobilisation period. These add value to facilities management contracts and reduce operational and contractual disputes. Originality/value – This study addresses the current method and practices of defect report management, discusses its impacts on the outsourcing of maintenance activities, and turns the client’s focus towards managing the fair mobilisation and demobilisation of service providers.