Business service management Assignment Example | Topics and Well Written Essays - 2000 words

Business service management - Assignment Example On the similar context, ‘Business Service Management’ is considered as a dynamic approach that assists the organisation to support its Information Technology (IT) operations in relation to its business functions (Darmawan & Et. Al., 2004). The paper studies the purpose of Business Service Management with respect to its importance and purposes in the organisations with due consideration to the service concept, customer segmentation and customer expectations and perceptions. Service management can be defined as the management of IT infrastructure including software systems, hardware systems, documentations, communication techniques and facilities, as well as skills which enable the organisation to provide and maintain high quality in their services. Business Service Management can also be considered as the application of service management principles with an intention to enhance the quality of the services provided by the organisation. IT operations are required to maintain proper organisational infrastructure which further supports the systematic functioning of the business as stated in the application of service level agreements (Darmawan & Et. Al., 2004). Business Service Management is dedicated to holistic approach of changing and improving the service function of the organisation with due consideration to service concept, customer segmentation and customer expectations. In addition, Business Service Management helps in measuring and maintaining the service quality provided by the organisation. The main purpose of Business Service Management is to assist in improving operational efficiency in every dimension of the organisation and maintaining the quality of services offered. The major contribution of it can be observed in reducing and controlling the extra incurred expenses by integration and automation procedure (Meyer, 2008). Emergence of IT and its inclusion in the business operation are the smart ways adopted by the organisation to deliver the

Analysis of ethical dilemma that has been addressed by a professional Essay

Analysis of ethical dilemma that has been addressed by a professional journalist - Essay Example Why? c. What was the effect of the decision on the individuals involved and on the community in general? What would have been the effect of a different choice in addressing this ethical decision? d. Are there any relevant laws that influenced the journalist’s decision? If so, what does the law state, and how did it affect the decision? Are there any legal implications to the decision? Ethical Dilemma Addressed by a Professional Journalist Chosen Report The report chosen to be analyzed for this paper is entitled â€Å"The boy with a broker heart: special problems with juveniles are newsmakers† written by Richard Paxson (2011). Case facts revealed the story of a 14 year old boy, Jody Collins, who accidentally caused the death of a schoolmate when punched at the back. Apparently, the schoolmate, named Justin Charlie, was reported to have had a â€Å"plastic valve sewn into his heart a month before to fix a birth defect. When Jody hit Charlie, the blow ripped out stitches holding the valve in the aorta, according to the autopsy report. Charlie’s heart stopped beating† (Paxson, 2011, par. 3). Reporter Nick Lamberto investigated the facts behind the incident by pursuing Jody at his home and interviewing him without seeking prior consent from an adult. Subsequent news reports have identified Jody when he was charged with involuntary manslaughter and assault. Adding insult to injury, Jody, who was previously identified as a victim to a sexual abuse and testified in court during the uncle’s (perpetuator’s) trial, was concurrently reported and sensationalized. a. What is the ethical issue or dilemma? The ethical issue presented in the article encompassed violations of privacy, giving informed consent, competencies of children, environmental and social context, among others. Privacy issues have been clearly defined by the reporter’s lawyers, especially in cases involving juveniles who have allegedly committed some criminal offense but has not been charged as of the date of scheduled report. In addition, there were policies against naming sexual abuse victims to protect the identity and absolve them from social stigma. The ethical issue of getting consent from adults, not from the children, was likewise violated by the reported. The subject of seeking consent proves to be controversial in terms of who the journalists should seek consent from in addition to the children themselves, the subject of competence is more debatable due to the age by which competence in children is agreed on. In this case, despite the apparent intent of Jody to seek the presence and consent from his stepfather, the reported disregarded the ethical obligation to seek consent from the adult and proceeded on interviewing Jody alone. Competence was clearly depicted by Alderson (1995) as having 3 characteristics: understanding, wisdom, and freedom. At the age of 14, Jody is still considered a juvenile and as such, competence is stil l compromised. Ethical issues of the environment and society were eminent through the pressures and actions manifested by neighbors, to wit: â€Å"eggs already had been tossed at his home and at a van he was riding in† (Paxson, 2011, par. 17). Also comments from Jody’s neighbors have supposedly attested to the boy’s violent and aggressive behavior; seemingly rationalizing and justifying the reporter’s intention to publish his identity. What choices did the journalist have when reporting on the issue, and why did he or she decide the way he or she did?

Spirituality and Holistic care Essay Example | Topics and Well Written Essays - 1500 words

Spirituality and Holistic care - Essay Example old among the Australian adults is low (Dick, 2003), it remains a fact that there is a higher probability that individuals who suffer from at least one type of chronic illness may end up becoming partially or totally dependent on other people when performing their own activities of daily living (ADL) such as walking, bathing, dressing, and feeding. The family structures In Australia has significantly changed over the past twenty years. As reported by the Australian Bureau of Statistics (2007), it has been very evident that the number of divorce rates had increased whereas the marriage rates had decreased. Considering the high number of divorce, separation, and never been married cases, the number of elderly including the physically and mentally disabled individuals who continuously seek for a long-term care and treatment from the professional nurses has significantly increased over time. Managing chronic illnesses can be very time-consuming and inconvenient on the part of the patients’ family members. (Sawyer et al., 2003) For this reason, spirituality has considered as a principle of practice when rendering holistic care to the patients (Dyson, Cobb, & Forman, 2007). As part of the study, the student nurse will first discuss about the essential nature of spirituality as a core component of holistic care. Aiming to prove that the student nurse has gained a better understanding with regards to the role of nurses in supporting individuals spiritually when taking care of patients who are chronically ill, disabled, and/or dying; several real-life clinical examples wherein nurses should care for the patient will be provided in the study. Caring for the sick individuals is not limited to the administering of medications, symptom management, and personal care. When providing holistic care to the patients, it is essential for nurses to know that their health care practice should be delivered not only to the patient but also the patient’s family members. This

3 Questions Essay Example | Topics and Well Written Essays - 750 words

3 Questions - Essay Example They were able to reduce their first class fares around 20-50% while regular coach fares were cut down by around 38% because of this innovative pricing strategy. Airline travels usually varies based on the seasons and the global political atmosphere. Business people and tourists were the main passengers of airliners and hence their numbers may vary based on the political and seasonal (climatic) variations in the world. So the airliners are adjusting their prices based on these variations in seasons. Another pricing strategy most of the airliners using are the bonuses for the more air miles travelled by the passenger using the same airline. This strategy will prompt the passengers to select the same airline for their future traveling needs in order to utilize the bonuses. Overbooking, discount fare traveling and carefully structured traffic management help the American airlines to ensure maximum passengers in every flight. The customers will often look for more options if the airliners are not flexible enough to reduce their prices. Moreover in a globalized environment the competition is immense in airline industry and hence only the cheaper prices ensure maximum passengers on flights. In every industry the pricing decisions and strategies must be decided based on the competition in the market. In a monopolized market the service provider has the complete freedom over fixing the prices of their product or services where as in a competitive market the pricing decisions and strategies may depend on other suppliers and external environments as well. Airline industry is a highly competitive industry because of the excessive number of private and public air passenger carriers. Most of the airliners experience shortage of passengers most of the times and hence pricing strategies are important for the existence of airliners. In some seasons the airliners will experience busy seasons and hence

Sam Harris and Free

Sam Harris and Free Will Essay Convince that free will is an illusion Worse than an illusion- a totally incoherent idea Impossible to describe a universe in which it could be true Two Assumptions: Each of us was free to behave differently than we did in the past Example: I could have chosen chocolate ice-cream but I chose vanilla We are the conscious source of our thoughts and actions The experience of wanting to do something is in fact the proximate cause of action Example: I feel that I want to move and then I move Both assumptions are false We live in a world of cause and effect. No way of thinking of cause and effect that allows the affirmation of free wills assumptions Either our wills are determined by a long chain of prior causes And we are not responsible for them Or they are the product of chance And we are not responsible for them Or they are some combination of determinism and chance No combination allows us free will Example: Murderer As sickening as I might find the persons behavior, I have to admit if I were to trade places with him, atom for atom, I would be him. There is no extra part of me that could resist the impulse to victimize innocent people. Nobody picks the life influences which shape the development of their nervous system You are no more responsible for the micro structure of your brain than you are for your height The role of luck appears decisive Imagine the murderer was found to have a tumor in the place of the brain that would explain his impulses We would view him as a victim of biology A brain tumor is a special case of physical events giving rise to thoughts and actions Deeper than cause and effect We have a subjective experience of free will which cannot be mapped onto physical reality The subjective experience is also intangible Thoughts simply appear in consciousness what are you going to think next? Thoughts just emerge in consciousness- we are not their authors That would imply that we think them before we think them Is it willed? Utterly unaware of the neurophysiological events which produce changesin thought Were you free to choose that which did not occur to you to choose? No position to know why you picked what you picked†¦. Though you may ascribe narratives- they are divorced from reality – post hoc- evidenced by psychology Even if you were right, you still can’t explain why the memory occurred or had the effectit did. You as a conscious witness of your inner life Does not depend on philosophical materialism where the mind is dependent on the physical The unconscious operations of a soul grants you no more freedom than the unconscious operations of your neurophysiology The endurance of the philosophical idea that free will exists is borne of our feeling of its existence Emerges from a felt experience divorced from logical and scientific terms Compatibilism To argue that free will is compatible with the truth of determinism A person is free as long as he is free from any outer or inner compulsion that would prevent him from acting on desires or compulsions Misses the point. Where is the freedom in doing what one wants when one’s wants are the product of prior causes which one cannot inspect and therefore could not choose- and one had absolutely no hand in creating Compatibilism- a puppet is free as long as it loves its strings Compatibilist response: Even if our thoughts are the product of unconscious causes, they are still our thoughts and actions. It is something that you have done. The unconscious neurophysiology of your brain is just as much you as your conscious thoughts are. Bait and Switch- Trades a psychological fact, the subjective experience of being a conscious agent, for a conceptual understanding of ourselves as persons The psychological truth is that people feel identical to and in control of a certain channelof information in theirconscious minds- and they are mistaken The fact that we are stardust does not drive our moral intuitions of politics You simply cannot take credit for your unconscious mental life Are you making red blood cells at this moment? Hopefully your body is- but if it decided to stop, you wouldn’t be responsible for that change†¦. You would be a victim of that change A claim which bears no relationship to the actual experience which has made free will a problem for philosophy The truth is we feel or presume an authorship over our own thoughts and actions that is illusory How can we be free as conscious agents if everything we consciously intend was caused by events in our brain which we did not intend and over which we had no control – we can’t Confusion between determinism and fatalism Our choices matter There are clearly paths to making wiser choices How much a conversation could change you? But we cannot choose what we choose in life When it seems we can choose what we choose. We don’t choose to choose what we choose – there is a regress here that ends in darkness We have to take a first step for reasons that are subjectively mysterious You have not built your mind. And in moments when you seem to build it, when you make an effort to learn a new skill or improve yourself, the only tools at your disposal are those inherited from moments past. It is possible to change. In fact, viewing oneself as an open system, open to a myriad of influences makes change even more possible. You are by no means condemned to be who you were yesterday. In fact, you can’t be that person. The self is a process. This is what makes growth possible. The self is not a stable entity. Subjectively speaking, the unfolding of our lives is a mysterious process. None of us know how it is we came to be in this moment. And we don’t know what’s going to happen next really on any level. We don’t know what we are going to think and feel next. To declare my freedom is to say I don’t really know why I did that but I don’t mind that I did You are free to do what you want but where do your wants come from It takes away an egocentric view of life We are part of a system, of history.

The Chrysalids: Character Analysis of David

The Chrysalids: Character Analysis of David Waknuk is a religious community that doesnt believe in individuality. Everything must, basically, be the same. Any differences or deviations are hateful in the sight of god. When faced with adversity, individuals are stretched to the limit and tend to show great achievements!   You must go through obstacles and adversity. Thats what provides endurance for the future. David had numerous challenges for him to overcome. The punishment of being a deviant is clearly stated throughout the chapter like sent to the fringes, a feeling of inhumanity and being discriminated which didnt allow him to express feelings or emotions. Being a deviant and having telepathic abilities has many negative effects like being isolated from your family and sent to the fringes but made David a stronger, succeeding person. Having a difference, you are not considered as humans and are sent away banished to the Fringes. These people are then left there to fend for themselves with no sympathy. The consequences of showing deviations from the wider population result in individuals being moved to the Fringes, on the edge of Waknuk. Due to the contaminated soil, there is a limited amount of food available. With the people of Waknuk being symbolic of God with their strict norms, those not fitting the population are considered outsiders and removed from the group. David, over time, gains many opponents because of his difference. Living in such a controlled community made David feel neglected because he encountered diversity due to his differences from the people of Waknuk. Being confronted by town officials, David struggled to fit in with the people of Waknuk as he faced constant hardships regarding his differences.   Recurring differences left David with no choice but to face his fears on a daily basis. To be any kind of deviant is to be hurt always. (Page 167). Waknuk functions under a set of laws and beliefs that discriminate against anyone or anything that does not look normal, ultimately being sent to the fringes. Those who look different in any way from the Image of God as set by the Definition of Man, are isolated from society, and sterilized so that they cannot produce more Deviations. This relates to the quote as they are afraid of the unknown and their differences. Being isolated from society had a positive effect on Davids identify. David was unfamiliar with the brave people of New Zealand, which made him feel inferior because he had to learn to adapt and overcome the feeling of never being accepted. With self-pride and bravery, there was a rise in strength that allowed David to overcome his obstacles, eventually succeeding. There are numerous challenges along with having a telepathic ability, one of them is having a feeling inhumanity. Inhumanity is characterized by cruelty as well as an unjustified behavior. This inhuman behavior results in catastrophic consequences, perhaps why it is not favored.   But, this is evident in the book. For example, The ways of the world were very puzzling David, (Page 9). There was no love and justice when it came to recognizing an individual unusual from the one kind of majority. Deviating features on an uncommon individual lead to victims of hatred crime. At the end of the day, we could all say that The Chrysalids definition of inhumanity is far beyond the normal standards. Assassination of an innocent being, and presentations of ignorance among family and friends are common in such a community. Waknuk can be a harsh place. For example, Anne had seen this just as well as the rest of us, but now she pretended to ignore it. She began to defy her difference by refu sing to respond to us, though whether she shut her mind off altogether, or continued to listen without taking part we could not tell. David, (Page 42). Not only does it show how people in their society behave but is telling us that something needs to change about us as a whole. This also shows how people fear change, David has a feeling of inhumanity changed the way of thinking and made him more closed minded as he was afraid of the consequences. David goes through these obstacles and events represents the skills David had to overcome this event. David let these events affect his behavior. In the Chrysalids, the people of Waknuk are bias contrary to anyone who does not live up to the true image. They will discriminate against anyone who looks or acts differently than the norm do. For example, there are signs all over Davids house saying things like WATCH FOR THOU MUTANT, (Page 2). On the other hand, Sophie has only one extra toe on each foot and she had to be sent away to the Fringes for being different. Also, Aunt Harriots baby has the smallest little mark on her but she was still labeled as a deviation. In Waknuk society, anyone deviating from the true image of God lead to persistent judgement.   For example, a plant devastation is burned, an animal deviations often slaughtered, and human with deferences or who are not the norm are sterilized so they cannot reproduce and sent out into the Fringes. If you are not the true image of God, you are considered unusual and not normal by society in Waknuk. For example, when Sophie is depicted as a deviant, she appears to elope along with her family to protect herself. David lives in constant fear that others will discover his secret of telepathy. Sophie, a character introduced in the first part of the book had to flee the village because she had an unusual number of toes. Having to hide about Sophies toe was a challenge for David as he couldnt express his emotions or opinions about one another which made him a more closed person keeping everything on the inside and not expressing it. In a time of trouble, the adversities David faced revealed his true character. David was isolated from his family, had a feeling of inhumanity, and being discriminated but all these adversities helped to improve Davids mental health and outlook on life, which contributes to strong character. Each adversity David overcomes, he gained invaluable knowledge while growing stronger. Are People Becoming Too Reliant on Technology? Are People Becoming Too Reliant on Technology? Smart phones, Facebook, Netflix, YouTube†¦. The world is living in an era of constant dynamic technological revolutions. Information Technology has become inextricable from everyday life. Information technology refers to combination of computing technology, such as networking, hardware, software, the Internet, and the people that work with these technologies. The main aim of T is to facilitate the life of each and every one, as Steve Ballmer said (brainyquotes.com). â€Å"The number one benefit of information technology is that it empowers people to do what they want to do. It lets people be creative. It lets people be productive. It lets people learn things they didnt think they could learn before, and so in a sense it is all about potential.† However, IT can be addictive and occupy a huge place in one’s life. IT has brought about a revolution in data processing and storage. Creating a document, editing and storing a document is a task any common individual with basic IT knowledge can achieve. Storing information has become easier and less bulky, for example; a considerable of amount of data, such as a company’s information about its employees can be stored on a computer or in a secondary storage device such as a pen drive, and does not require bulky filing cabinets. This has revolutionized businesses around the world. As Bill Gates said: (brainyquotes.com). â€Å"Information technology and business are becoming inextricably interwoven. I dont think anybody can talk meaningfully about one without the talking about the other.† Businessmen find it easier to check stock, demand, prices, and investment possibilities. There are dependent on this technology but only because it gives them the possibility to render their businesses more productive. Furthermore IT has allowed tremendous progress in the medical field. The research facilities set up have allowed to find the cure to several diseases and better understanding of many others, for example the use of the electron microscope has led to the understanding of the structure of the AIDS virus. Genetic Engineering has allowed to cure birth defects and treat other genetic diseases. â€Å"Im fascinated by the idea that genetics is digital. A gene is a long sequence of coded letters, like computer information. Modern biology is becoming very much a branch of information technology.† Richard Dawkins (brainyquotes.com). Machine assisted surgical operations are conducted all over the world to assist doctors in dangerous procedures and provide greater precision and reduce the risk of human error. Monitoring the heart rate, taking the Blood pressure and the amount of oxygen in the body are all machine assisted. People are dependent on IT but the latter allows many lives to be saved and helps to provide better medical assistance. IT has bestowed upon man a great favor: the internet. Man cannot fathom the kaleidoscope of facilities the internet gives him access to. People can learn whatever they want, ranging from astronomy to advanced linguistics while being comfortably seated at home. Access to education has been greatly facilitated as online courses are available to everyone and online degrees and diplomas can be obtained. In addition IT knowledge is a must as: â€Å"In todays knowledge-based economy, what you earn depends on what you learn. Jobs in the information technology sector, for example, pay 85 percent more than the private sector average.† William J. Clinton (brainyquotes.com). Furthermore, communication in itself has underwent an extraordinary transformation. As Peter Drucker said: (brainyquotes.com). â€Å"The new information technology Internet and e-mail have practically eliminated the physical costs of communications.† Skype and Facetime allow people to transcend barriers and saves them money as international calls are very expensive whereas these applications are free. Communication costs have been further reduce with the invention of Whatsapp and Viber. Teleconferences are held all over the world and the physical cost of travelling becomes inexistent. However, it is undeniable that IT has become a leech in some people’s lives, particularly youngsters. A recent survey proves that mobile users cant leave their phone alone for six minutes and check it up to 150 times a day. People make, receive or avoid 22 phone calls every day and send or receive messages 23 times a day. Dr James Roberts of Baylor’s Hankamer School of Business in Texas conducted research on the matter and said: (brainyquotes.com). â€Å"Mobile phones are a part of our consumer culture. They are not just a consumer tool, but are used as a status symbol. They’re also eroding our personal relationships.† With the advent of social media such as twitter and Facebook, people have been engulfed by IT. Youngsters feel the urge of posting everything they do and that happens to them on the internet. It seems to have caused attention deficit disorder outbreak as their self-esteem rises or falls according to the response they get on their posts. Teens all over the world have instagram, twitter, snap chat, etc. Rather than them focusing on school the only thing they care about is that everything on their social media accounts are perfect. It honestly makes no sense whatsoever. The teens are disregarding their school work and only care about those things, a lot of teens are anti-social. The only way they interact with people is through their phones. A lot of the time the people they are considering theyre friends online they have never even met. Teens do not even like to go places because they think their phones are more satisfying than having to actually go outside and do something with their lives other than going on their cell phones. So, yes we are way too dependent on technology. Health problems have also arisen due to overexposure to computers, for example; back pain, eye problems, joint problems, to name but a few. Online films and series have rendered people addicted to them, as they spend a lot of time glued t their monitor with the usual phrase â€Å"just one more episode†. Information Technology is becoming a crutch for humanity. The world is evolving to incorporate technology into every facet of human life. Because of this new reliance people are losing the ability to take care of themselves in an organic and all natural way, for example GPS systems have changed the way we travel. People cant even read a map anymore. To conclude, IT has become an inherent part of modern life. In most cases its use is vital. It facilitates tasks and allows people  to explore all possibilities and also to attain the paroxysm of his capabilities. However it should not be considered the solutions to all problems and an escape from reality. If ever IT is considered to be an evil, it definitely is a necessary one. WEBOGRAPHY/ REFERENCES http://www.dailymail.co.uk/news/article-2276752/Mobile-users-leave-phone-minutes-check-150-times-day.html http://techterms.com/definition/it Steve Ballmer, SB, [online] available from: Brainyquotes.com. [Accessed: 16.02.2015] Bill Gates, BG, [online] available from: Brainyquotes.com. [Accessed: 16.02.2015] Richard Dawkins, RD, [online] available from: Brainyquotes.com. [Accessed: 16.02.2015] William J. Clinton, WJC, [online] available from: Brainyquotes.com. [Accessed: 16.02.2015] Peter Drucker, PD, [online] available from: Brainyquotes.com. [Accessed: 16.02.2015] Dr James Roberts, JR, [online] available from: Brainyquotes.com. [Accessed: 16.02.2015]

Schedule Repair And Maintenance Construction Essay

Schedule Repair And Maintenance Construction Essay Recently there was a lot of building have build around us, it growth fastly like a mushroom after rain. The owner of the building must take care of their building carefully; lack of maintenance by the owner of building will cause the building to lose their main function. The building is very importance for the body or company, this is because the building can be a symbol to the company, we can see there are a lot of interesting building design was build. The design will present the building aesthetics value and also can present the body strength. For example, the design for the bank building, the building must be looks solid, so the client will feel safe when they doing business with the banks. Besides that, for the commercial building such as, shopping mall and theme park, the design must look very interesting, to attract more people to come to the buildings. The beautiful design of building, and sometimes under our imagination of building design will only be meaningless if the owner of the building does not maintained it. From Dr. Ahmad bin Ramly said, some of the reason that cause the building not appreciate are: The owner itself failed to value and appreciates their building as important asset. Because of the current defect characteristic was slow, so, the repairing works can be delayed. 2.2 DEFINITION According to the statement of office the Legislative Auditor State of Minesota, maintenance management means the regularly schedule repair and maintenance needed to keep up a building component operating at peak efficiency and extent its useful life. It is includes scheduled activities intended to prevent breakdowns, such as periodic inspection, lubrication, calibrations, and replacement of equipment. Proper maintenance schedule must be prepared by maintenance manager to make sure all the defects in the building can be detect and also can solve it quickly. According to British Standard 8210 defined maintenance as the combination of all technical and administrative action intended to retain an item in, or restore it to, state in which it can perform its required function. Another British standard ( BS 8831 : 1964 ) maintenance as the combination of any action will be make to retain the items or restore it to make sure it in acceptable standard , maintenance management typically required both capital and operating expenditure. The maintenance management needs to work hard to make sure the maintenance standard is achieved. According to (Noble, 1984; Lee, 1987).there is no absolute maintenance definition for maintenance, the definition is very subjective, the standard is depends on person, or organization as a client request. The standard of maintenance is base on the objectives of the company or organization that the maintenance company will take care. Every building have their function and the maintenance works need to achieve to make sure the building is function as the client wanted, for example, for the building that function as a business purposed, the maintenance standard is high, such as maintenance for hotel building. According to books (building pathology principles and practice by David S. Watt), building and their services inevitably become obsolete as a result of factor relating to the use of the building (functional, economic, locational, social, statutory or physical) and changes in the needs of building user. BS 3811: 1984 define maintenance as A combination of any action carried out to retain an item in, or restore it to an acceptable condition. From this definition two key components can be identified: Action that will take is not only to the physical execution of maintenance, but it also concerned with its initiation, financing and organization. The notion of an acceptable condition, which implies and understanding or requirement for the effective usage of the building and its parts which in turn compel broader consideration of building performance. The committee on building maintenance recommended the adoption of the following definition work undertaken in order to keep, restore or improve every facilities, i.e. every part of the building, its services and surround to a currently acceptable standard that and to sustain the utilities and value of the facilities. According to Paul Wordsworth ( Lee s Building Maintenance Management, 4th edition ) The Charted Institute of Building offer the following definition work undertaken in order to keep ,restore pr improve every facilities i.e. every part of building services and surround to an agreed standard by the balanced between need and available resource. 2.3 MAINTENANCE OBJECTIVE. Maintenance may be undertaken either in anticipitation of failure (preventive maintenance) or carried out to restore the building to an acceptable standard after failure (corrective maintenance). According to several of reference the successful maintenance program should achieve these goals. Help buildings function as they were intended and operate at peak efficiency, including minimizing energy consumption. (Harvey H. Kaiser, The Facilities Managers Reference (Kingston, MA: R. S. Means Companying., 1989), 81; and American Public Works Association (APWA), Public Works Management Practices (Chicago: APWA, August 1991), 65.). Building maintenance must achieve to make sure the building can functioning as it proposed to be. For example, the design for commercial building must be function to attract people to come; proper maintenance to keep the building in good condition must be program. Prevent failures of building system that would interrupt occupant activities and the delivery of public services. (R. S. Means Company, Inc., Cost Planning Estimating for Facilities Maintenance (Kingston,MA: R. S. Means Company, Inc., 1996), 264.) Building that operate trouble-free allow public employee to do their jobs and serve the public. Because building maintenance includes regular inspection and replacement of equipment crucial to operating a building, maintenance staff reduces the problem that might otherwise lead to a breakdown in operation. Sustain a safe and healthful environment by keeping building and their component in good repairs and structurally sound.( APWA, Public Works Management Practices, 63; and International Code Council, Inc., International Property Maintenance Code 1998 (Country Club Hills, IL: International Code Council, Inc.,1997), 9-10.). Building maintenance must protect every building component in good condition, to create safe and healthful environment to the building occupant. Any serious defect to the building must be take an action because event a small defect it can slowly effect the building structure, and sometimes it also can effect to the occupant health. Provide maintenance in ways that are cost- effective. (Federal Facilities Council, Standing Committee on Operations and Maintenance, Budgeting for Facilities Maintenance and Repair Activities (Washington D.C.: National Academy Press, 1996), 29. Cost-effective denotes both economic efficiency and desirable results.) A main goal of maintenance is to minimize cost without reduce the quality services and building performance. To achieve cost effective a proper building maintenance cost planning must be developed to make the maintenance cost that will be spent for the building is relevant. To protect building owner invest for the building.( Dr. Ahmad Bin Ramly , 2002,Prinsip dan Praktis Pengurusan bangunan) Building owner has been investing a lot of money for the building; every investment must give an income. The increasing operation and maintenance cost of building will cause the owner investment will unrelavant and also not economical for a long term. The impact will be more conspicuous when the building has a lot of problem defect and need a lot of repairing works. Building maintenance classification. In generally, building maintenance can be categories into 2 categories, planned and unplanned maintenance. Planned maintenance is maintenance organized and carried out with forethought, control and the used of record to a predetermined planned. Maintenance works must be program properly, to make sure there no failure will occurred, any defects or problem must be recorded to make the observation works will be easier. Unplanned maintenance is ad hoc maintenance carried out to no predetermined plan. According to the Audit Commission considered a better maintenance to be as follows. Strategic repair and maintenance. This represent work required for a long term preservation of an asset, and includes planned maintenance of the building fabric (decoration and routine replacement), maintenance of engineering services and maintenance repair items such as re-roofing. There are normally item which can be plan of because, for some extent there can be foreseen and budgeted for. Tactical repair and maintenance. These items are related with day to day works of minor nature in response to immediate need. The audit commission point out that tactical maintenance is not necessarily the same as responsive maintenance as some immediate respond item are clearly of strategic nature for example a flat of roof failure. According to BS 3811 and for practical purposed about maintenance classifications are Preventive maintenance this maintenance carried out at pre determined interval, or corresponding to prescribe criteria, and intended to reduce probability of failure or the performance degradation of an item. Corrective maintenance maintenance carried out after failure is occurred, an intended to restore an item to a state in which it can perform it required function. Emergency maintenance maintenance which it is necessary to put in hand immediately to avoid serious consequences. Condition based maintenance preventive maintenance as a result of knowledge of the condition of an item from routine or continuous monitoring. Schedule maintenance preventive maintenance to carried out to a pre-determined interval of time, number of operation mileage etc. Another maintenance classification was made by Noble (1984) that classified maintenance as five different types: a. Routine or cyclic maintenance, it is task carried out at more or less regular intervals without prior inspection, such as cutting grass, lamp changing, cleaning of drains and gutters. b. Planned maintenance; can be determined as selected services, plant and equipment. It is a regular inspection and servicing (lubrication and adjustment) with repairs and replacements made or programmed only when found to be necessary. c. Planned inspection, for selected elements of structure, fabric and finishes. It is a regular inspection but with maintenance work carried out or only when found to be necessary. d. Breakdown or emergency maintenance, an action taken to remedy failure. e. Minimum maintenance, often applied to premises awaiting disposal. No action except to meet mandatory requirements, e.g. for health or safety, to conform to the terms of a lease, or to keep the property wind and waterproof. MAINTENANCE STANDARD In maintenance management there is no specific statement that defines the maintenance standard for building. In generally, maintenance standard is base on the client requirement and the contractor will know the standard base on the owner requirement. According to Dr Ahmad Bin Ramly, maintenance standard is basically same in any building or equivalent with the type of building, however in practically small size building will be easier to maintain and easier in maintenance management. Many of it repairing works can be done as planning. For the building that larger and more complex, with sophisticated design it will need a lot of special service. To fulfill the maintenance need, the building owner needs to provide one maintenance department to take care of the building facility and services. If the owner want to take consultant to maintain their building, they must specify ,what maintenance jobs will be carried out ,then ,all the workers must be supervise properly, to make sure the maintenance work is followed as planned. Besides that, all the maintenance workers must a qualified person to carry out the works, there must be no person can do the maintenance job, except the qualified person or maintenance expert. Milne, 1985, the main idea about maintenance standard is basically the request or maintenance work order from the owner to contractor, which area or defect that should be repair or replace, and this order should be clear as a standard for the contractor to perform the job. The work order should include the sufficient detail in order to enable the workman to take with him the correct quantity and type of material when making the maintenance work. In fact some of 40% of the maintenance standard was directed in site. (Lee, 1987) have mention, in building maintenance management describe building maintenance standard can be divide into two categories. Lower level The need of maintenance due to increasing probability of failure involving not only enhanced repairs costs but also consequential losses where the normal user of the building is interfered with. Upper level Set by a cost of achieving it. Lee also said about building individual element, he divide the maintenance standard into three condition : Physical condition of the elements. Has two related terms, the condition of element that related to the magnitude of defect that calls for remedial action and second is the performance or environment systems. Times criteria. When the repair or replacement will be make. At this method, the maintenance need frequent inspection and its need a little bit knowledge about decoration. The balance between frequently inspection, risk, and consequences of failure is the important part that should be achieve. Financial criteria. This criterion can be taken from the variable sum based on the costs of some primary activity or replacement value, or taken from fixed sum based on historic costs or an analysis of anticipated benefits. In certain time, maintenance works sometimes have a difficulty during do an operation some product that gives unsatisfaction to the owner. However, this problem can be solving if the proper maintenance works can be program, beside give a relevant budget. It can be done smoothly with one good maintenance program. MAINTENANCE NEEDS. According to Dr. Ahmad bin Ramly state that in Principe, the important building maintenance can be seen in four main aspects: Investment value. Building design Building function. heritage stuff 2.5.1 Retaining investment value. There is no person that have been invest for one thing want to lost, they always hope what they have been spent the money will be get a benefit from it. It also same with building owner, they have spent a lot of money for the building; so, they wanted their investment will be worth, and they will get the benefits. There are two type of income that usually investor hopes from their investment. Short term income. It means the owner hope to get profit from their new building. They hope their new building can be sold fastly, especially when the owner used loan to buy the land, then they must sale the building quickly, so they can cut the loan interest quickly. If the sale is slow, the loan interest will be rise, and when the interest is more than profit, the owner will be lost. Long term investment. Long term investment usually consists of calculation about rental rate that will be get and sale price. If the investor find the land market is in the good condition and increase, or any sign that the land market will be a rise, usually the owner will save their property for a longer term, so that, one day, they can sale the land or building with the higher price, or they used tenant as a source to pay the loan. Building Design. With proper building maintenance, the building will be look more interesting and less defects will occur. There have some reason that can cause the building will look not interesting and a lot of defect occurs: Dirt because of user careless. Natural environment effects. Such as, weather, season and air pollution. Insect attack. Fungus and plant attract. A decay that usually attack at some part of building that has dampness. Natural disaster or any unpredictable accident. Building function. All building that build have a reason to build, there have their function. So, proper building maintenance program will help to retain the building function as planned. There have some reason, why the building need maintenance to retain their function : To remain their actual design function and their construction objectives especially for preservation and conservation proposed. To maintain and fulfill building occupant needs or the owner. To remain or followed the statutory requirement or other local authority requirement. To remain building space with other services that have been provide for the buildings. To make sure all the facilities that provide or other services always functioning and can be used all the time Heritage Stuff The awareness and interest of the public and country to heritage item is increase. Now a day, the heritage stuffs not only just a collection to the people that interest with history, but now, it can be main things to make money. The heritage stuff such as old building, fortress, and houses not only have high value from their design, but for some local community it was a main thing to them, to make money. Those structures can attract tourist from out or in the country to come. 2.5.5 The satisfaction of building needs. According to Paul Wordsworth ( Lee building maintenance management ,4th edition ), his said that, in order to put the problem into perspective it is necessary to view maintenance in the context of the overall building process. The building needs community is met by interrelated construction activities of maintaining, modernizing and replacing existing stock of building and by erection of additional new building.( figure 2.0) The recent express view is that the level of expenditure on maintenance is too high. However in order to know the reasonable of expenditure is reasonable or not it is necessary to consider 3 factors: Whether the amount spent is excessive in relation to the work done. The amount that provide for maintenance works need to use carefully, to make sure the works is reasonable with the budget. Whether the work which is done is necessary and unavoidable. There are many reported cases of early maintenance which could have been avoided with better design and the suitable of the material. Whether it would be advantageous to carry out more works. Clearly construction resourced are limited and the goal should be to achieve the optimum allocation of manpower, material and capital between the maintenance and improvement of existing building and the construction of new building. Construction activities New buildings Existing building Replacement (Erection of new building of the same functional type as one demolished- usually on the same site. Maintenance (Work necessary to keep or restore to an acceptable standard including minor associated improvement) Alteration (Works involved in providing improved facilities to make more suitable for existing use.) Additional (Erection of new building- usually on a virgin site) Conversions (Work involved in rearranging internal spaces and/or providing new facilities to make building suitable for a new functional use. Figure 2. 0 Construction Activities within the Overall Building Process. 2.6 MAINTENANCE STRATEGY Maintenance strategy is to adopt the best approach to undertake the maintenance activities, so that maintenance objective is achieved. The strategy should be reflecting to approach the agencies maintenance and support the strategic maintenance plan and maintenance policy establish by the agencies. 2.6.1 Maintenance Strategy Development Techniques. The maintenance strategy needs to plan properly to make sure they achieve their objective with the strategy, these elements will affect maintenance performance, irrespective of which ever strategy pursue. The (fig.3) below show the corresponding to the maturity stage they start to have a maximum relevance: STAGE 1 STAGE 2 STAGE 3 STAGE 4 -PLANNING CONTROL SYSTEM INTEGRATION METRICS FIGURE 3 Stage 1 Planning is the stage progress it does not stop after stage 1, but must be maintain and enhance right thought the stage 4. Stage 2. The proper control can be achieved by definition. This happen when: All relevant variable operation in the specific maintenance environment have been identified. The relationship between the variable are clear to all. Action has been taken to optimized at the desire output, by focusing by the input of each process. Stage 3 Congruency or system integration is the major key to stage 3 progresses. It is impossible to achieve effective congruency, if good planning and control system have not been established and this corporation must be extent beyond the boundaries of the maintenance function. Stage 4 It is difficult to define the metrics due to the fact that is cannot be research to any significant extent. Not all success company wants to share their strategies. Trust, teamwork and corporation seem to be some of its attribute. 2.7 MAINTENANCE PLANNING The maintenance planning is one of the important element in develop the good maintenance works, according to Barrie Charter and Peter Swallow, (1996, The Maintenance Management) state that, the basic principle of the planning should be firmly understood before considering maintenance planning specifically. The planning should be transparent to make sure the workers are understood what is the maintenance planning and their goal to achieve. The maintenance planning should be planned before the construction building , this will make sure to take account the effect of the building design to the maintenance aspect. According to Dr. Ahmad Bin Ramli (2002, Pengurusan Penyelenggaraan Bangunan), the maintenance planning should be done in five stages: The building in still in design stage. The proper maintenance planning should be plan at this stage need to be rigid and nonstop, especially for those building that need to do renovation in the future, the maintenance aspects need to take account to make sure the building long lasting. In the construction stage, the maintenance manager need to know the progress to make sure the construction works is followed as in planned. Before handover to the owner. the planning should be prepare before the building is handover to the new owner, the maintenance manager must know the condition of the building , and the new owner need, from the information, maintenance manager can program the maintenance works for the client need. The change of use to the building. The maintenance manager should have a planned if the building will change to the new function, they must know the relevant of the new function that will be use to the building. The maintenance manager should give advice or inform to the new owner about the impact of the building function to the maintenance. The change of maintenance budget. The change of maintenance budget is not impossible if the client faces the economic problem, the maintenance manager need to plan what should do to use the new budget to the maintenance. Thats mean if the client decides to cut the maintenance budget, the manager should cut down the unimportant works, and only focus on the serious maintenance works. According to Change of manpower. There have a possibilities that the manpower will decrease, this is because with some reason, such as because of high demand that the workers cannot accept the situation, and resign. The because of the economic problem by the owner, maybe a lot of worker will be reject to cut the operation fees. The maintenance manger should reprogram all the planning, and find the other alternative to face the problem. 2.8 PROBLEM IN MAINTENANCE MANAGEMENT. Maintenance management is very important for the building, a good maintenance management will make the building life span is more, and also can reduce maintenance cost for the building. Any small defects at the building must be identify and must be solve it as soon as possible, because the small defects is like a cancer that slowly will become big defects in the future. Big defect means, big problem, and big problem need big cost to solve it. However, why there still have some of the building that have maintenance department, but the defects still occurs? Until sometimes the defects have cause injuries to the people who used the building. There are some general ideas about the problem in maintenance management: The building design. The building design is one of the factors that cause problem in maintenance management. Sometimes, the building designer does not consider about building maintenance during design the building, the design just take serious about building appearance compare to building maintenance. Some maintenance access must have to provide to make maintenance works can be done quickly and safe, beside that to make sure all part of building can be reach, so that any problem to the building can be Identify and solve quickly. Maintenance budget. Budget for maintenance is very important things, with the relevant budget, the maintenance management can manage all the maintenance cost properly. Most of the owner didnt want to spend a lot of budget for maintenance, because for them, the money is more important to use it in their business. For government building, limited budget to maintain will cause the maintenance management could not do their job properly. Because, the maintenance equipment, such as any specials equipment is very expensive, but it is very important tools, to make sure the building test or survey is accurate. Poor maintenance program. Poor maintenance program means the maintenance manager failed do their job to manage the building properly. Good maintenance management can provide the good maintenance program such as, provide maintenance information management, routine maintenance schedule, proper maintenance planning, and manage maintenance budget. Lack of professional skills. Maintenance management is a work that needs a skill to manage it. Less professional workers to manage building maintenance is very important to make maintenance management process can do smoothly. Professional person in maintenance need to know all about maintenance, such as , programming maintenance work, get to know , the suitable material to use for building and also know how to do and analysis test. Some country needs to import the professional worker from oversea to do this works. It is very sad, when government need to spend a lot of money to pay foreign workers. It will be better if the works can be managed by local people. Use unqualified workers Maintenance works need a qualified person to do the work; this is because maintenance work is dangerous which the workers need to handle dangerous equipment such as electrical system. At this stage, maintenance management is responsible to take a qualified person, besides have high skill or experience to do maintenance works. The maintenance workers need have a high knowledge about the works that they will do,they need to know how to reduce the risk and work safety during do the maintenance works.