Knowledge Capture and Utilisation in Facilities Management Context: A Case Study

Abstract

Knowledge is an important resource for organisations, especially for facilities management

practitioners. Knowledge about the facilities holds the key for an optimum FM service delivery. This paper

explores the concept of knowledge capture and its utilisation in FM discipline while positioning it with regards

to the organisational strategy. The paper also investigates the knowledge capture techniques in CAFM

environment and identifies how data mining from building management system is utilised in a condition-based

maintenance of the assets of the facility.

The concept of knowledge capture and sharing in FM discipline and its application in a live organization was

explored. Case studies were undertaken in an FM service provider environment to identify and enumerate

knowledge capture methods to form a knowledge base while positioning FM in a changing strategic

perspective. The experience and knowledge of employees in organisations were analysed for appropriate

positioning of FM. CAFM tool was utilised to find out the knowledge capture methods used in the service

delivery. BMS is another tool which is investigated for knowledge base generation for use in maintenance

purposes, in addition to the role of the system as a building asset monitor and control system.

The main findings from the case study are that knowledge capture and its utilisation is a continuous process

even in the absence of formal knowledge management system or active support from senior management, when

service delivery is critical. The knowledge on facilities in terms of its services, assets and its operational

uniqueness is captured from the experience of personnel at all levels of management and they are shared and

used while making decisions. The CAFM system is the media by which the knowledge is generated and

disseminated with the active help of facilities manager providing the role of knowledge developer. The

information from building management system is manipulated to maintain the assets using condition base

maintenance against the routine periodic maintenance practices.

Case study has provided insight to the methods of knowledge capture and how they are used to deliver services

when it is critical due to the nature of the client and the unique cultural environment. The study was conducted

in a non-profit organisation and hence the impact of knowledge capture and its use is not certain in normal

business environment where FM adds value to the business.