Maturity model for evaluating building maintenance practice: A fuzzy-DEMATEL approach

Abstract

The purpose of this study is to develop a performance measurement model based on maturity dimensions or criteria and KPIs identified through an extensive literature review. Using the Decision-Making Trial and Evaluation Laboratory (DEMATEL) method, a maturity model is developed by analyzing 12 criteria/dimensions and 51 KPIs. The importance of each criterion and KPI is analysed through focus group discussions with experts. A fuzzy method is used to resolve the fuzziness and uncertainty of the expert judgments. The fuzzy DEMATEL method is used to analyse the data, and the values of R+C and R-C are computed. In order to visualize the complex relationships, identify the most important criteria of building maintenance and analyse their mutual influence, a cause-effect diagram is created by mapping all sets of coordinates. Accordingly, C8 (culture and leadership), C1 (maintenance policy and strategy), C6 (design life), and C5 (maintenance information management) are assigned to the cause group. These four criteria are identified as the most critical criteria because they can influence the remaining criteria categorized in the effect group. For negative values of (R-C), C2, C3, C4, C7, C9, C10, C11, and C12 are categorized in the effect group. A five-level hierarchical model was developed to measure maturity performance based on the weighted average of the criteria and KPIs of the fuzzy DEMATE outcomes. The current model covers multiple measurement dimensions/perspectives as a measurement criterion for building maintenance maturity. The model is important for decision makers to identify weaknesses and strengths and incrementally improve the weaknesses in a continuous improvement approach. The new model can help decision makers determine the current state of maintenance maturity and plan actions to improve efficiency and effectiveness to create sustainable and productive building assets.