Strategic selection of computerized maintenance management systems for institutional built assets using quality function deployment

Purpose – The selection of a computerized maintenance management system (CMMS) is a strategic asset management (AM) decision for any organization that owns and operates built assets. In the context of institutional built assets (IBA), these decisions are becoming increasingly critical due to the complex nature of these systems, the significant budget allocation to maintenance and the importance of maximizing the service life of these assets. This study aims to propose a structured approach to guide built asset owners in selecting a system that aligns with their strategic plans for operations and maintenance of their built assets. Design/methodology/approach – A mixed-methods approach is used that combines participant observations with qualitative methods, including interviews, workshops, document analysis and focus groups for data validation. A case study of an educational IBA in Canada is carried out, and the quality function deployment (QFD) method is used to identify the most suitable CMMS tool. Findings – The results show that the QFD method enables the identification of an overall set of requirements for IBAs by harmonizing AM and facility management (FM) needs with available CMMS capabilities in the market, providing a comprehensive roadmap for future system selection processes in IBA management. Originality – The originality of this study lies in the development of systematic method that aids IBA owners in making informed system selection decisions while guiding CMMS vendors in aligning their products with AM and FM requirements.