| Title |
Time Series Evaluation of KPI Service Result Level of User Claim Response Helpdesk Service in Office Buildings |
| DOI |
https://doi.org/10.5659/JAIK.2025.41.4.229 |
| Keywords |
Helpdesk service; User's claim; KPI; Service result level; User impact |
| Abstract |
This study evaluated the time-series characteristics of user claims and maintenance performance in office buildings by analyzing trends in service result levels. The KPI service result levels over three years were assessed for the target buildings. The analysis confirmed the impact of COVID-19 on user reduction, highlighting changes in maintenance by building and year. Additionally, monthly user claims occur in 2.9% of the building's users, potentially leading to discomfort and decreased productivity for users due to claims. As fluctuations in the number of building users lead to a reduction in the frequency of user claims, the maintenance organization must closely monitor the various environmental changes in buildings and seek practical and continuous response measures. Through this, the study proposes a method for quantitatively evaluating the maintenance service quality characteristics of each building by selecting user claims as a KPI component for office buildings and presenting the KPI service outcome levels. |