**3. The research method**

The qualitative research method was adopted for the case studies discussed in this chapter. The case research strategy allows the detailed, in-depth and broadbased investigation of situations or phenomena in its context [29, 30]. The approach also enables the researcher to relate to the officials directly involved in the subject matter being investigated. The population and samples used for the research were 'purposively' selected [31] from the maintenance operatives and other relevant stakeholders associated with the operation of the maintenance units. The data were collected using a semi-structured questionnaire used as an interview guide and the detailed review (document analysis) of periodic reports emanating from the maintenance units of the institutions and manufacturing industry were used for the case study [30].

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*Harnessing the Multiple Benefits of a Computerised Maintenance Management System*

able themes discussed in the section for the discussion of findings [32].

In qualitative research, the interview (one-on-one or in groups as in the case of focus group sessions) is one of the methods of obtaining information from research respondents [30]. The one-on-one interview approach was adopted in this study, using a semi-structured (open-ended) questionnaire. A semi-structured questionnaire enables the researcher to ask follow-up questions, allowing respondents to provide additional information to emphasise or add to information provided to the lead questions. The transcribed information collected from each respondent was returned to them for confirmation of accuracy and interpretation [30]. The principle of content analysis was used for analysing the qualitative data, the synthesis of the ideas generated, as answers to the survey questions, lead to the development of suit-

Document analysis allows researchers to examine operational records, reports, archival materials, or statutory information related to the subject of the research in hard or soft copies. These records provide authentic historical information about the research [33]. The documents analysed for this research were the periodic reports on maintenance operations of the academic institutions and the operational record in the CMMS database of the manufacturing company. The analysis of the periodic reports from the academic institutions shows that the reports contain generic information on maintenance operations, which do not serve as a tool of effective communication with their customers. However, the analysis of the operational history in the CMMS database of the manufacturing industry facilitated the identification of areas for improvement and the development of performance

The findings revealed that, while the academic institutions limited their use of the CMMS to maintenance planning, operations and periodic reporting, the manufacturing industry went a step further. They included the detailed analysis of the operational history in the CMMS database. The analysis and benchmarking led to the improvements on the reliability and availability of the machines in its production network. The section on findings and discussion explains how the research

The three case studies used for the discussion on harnessing the potential of CMMSs in maintenance operations involve two academic institutions and a manufacturing industry. In the academic institutions, the CMMS is used for maintenance planning, operations and the development of periodic reports. The maintenance operations at Institution 1 are executed by service contractors, while Institution 2 adopts the combination of using in-house personnel and service contractors. Most of the maintenance operations in these institutions are executed through the breakdown maintenance approach. The customers register their maintenance requests through the call centre that assigns a unique code to the request according to the facility's fabric, component, or services. The maintenance request is sent to the trade supervisor, who raises a work order and assigns the request to the appropriate personnel or service contractor. When the request is addressed (or closed), the completed work order is signed off by the customer, returned to the supervisors

*DOI: http://dx.doi.org/10.5772/intechopen.93732*

**3.1 Interviews**

**3.2 Document analysis**

improvement strategies through benchmarking.

**4. Findings, analysis and discussion**

strategy was executed and presents the resulting outcomes.

*Harnessing the Multiple Benefits of a Computerised Maintenance Management System DOI: http://dx.doi.org/10.5772/intechopen.93732*
