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

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.