**3.1 Interviews**

*Operations Management - Emerging Trend in the Digital Era*

([26], p. 41):

and by how much.

with a peer group.

the industry [28].

**3. The research method**

should be a continuous process.

data and commitment to their analysis [26].

chosen field from anywhere in the world.

results from benchmarking requires commitment and investment from both senior management and operations personnel of the maintenance unit. The requirements of a successful benchmarking exercise include, but are not limited to the following

• A clear understanding of organisational goals, knowing what needs improving

• An authentic and dynamic database for computation, analysis and comparison

• A constant reminder that since 'the best does not stand still', improvement

• The selection of peer group members, which is critical to the success of the exercise. The peer group must have identical features and be the best in the

• The selection of appropriate parameters for the benchmarking exercise.

Specifically, in the manufacturing industry, the effective analysis of a CMMS database and benchmarking provide information for effective maintenance operatives. The information is used to monitor the impact of the frequency of machine breakdowns, the length of time between repairs and the duration of downtime on the availability and reliability of machines in the production network. This in turn enhances the productivity and profitability of

Literature is awash with the vast potential inherent in a typical CMMS tool. It can be used for asset management, work order management, preventive maintenance management, inventory control, report management, service management, contract management, materials management and procurement management. The benefits gained are influenced by the number of modules activated, the human

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

capacity and training provided to the operators of the system.

It is worth noting that benchmarking is not a 'quick-fix' solution but an exercise that requires commitment to succeed [27]. The success is influenced by the level of competence, capacity and capabilities of the operating personnel, quality of the

**60**

case study [30].

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

#### **3.2 Document analysis**

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 improvement strategies through benchmarking.

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 strategy was executed and presents the resulting outcomes.
