Abstract
Planned maintenance, preventive, predictive, or reliability-based, are assumed to minimize costs and ensure facility sustainment and provide for high customer satisfaction. Good facility management supports sustainability and occupant satisfaction. Planned maintenance is the most efficient means to serve a facility while unplanned maintenance, reactive response to service failures and interruptions, is costly. Customer survey results can be used to measure the effectiveness of preventive maintenance and identify alternative approaches. This research looks at maintenance records from several North American universities, focusing on planned and unplanned maintenance activities and occupant surveys. The ultimate goal is to find the appropriate mix of planning and unplanned maintenance and achieve occupant satisfaction.
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