IJOPM
`13,3
`
`38
`
`Received July 1992
`Revised October 1992
`
`Evaluating a Computerized
`Maintenance Management
`System
`A. Raouf, Zulfiqar Ali and S.O. Duffuaa
`King Fahd University of Petroleum and Minerals, Saudi Arabia
`
`Introduction
`The objective of a maintenance organization is to minimize both the cost of
`maintenance labour and material and production losses. Maintenance management
`is a complex and multifaceted task performed in parallel with production operations.
`The maintenance management work is often facilitated by the use of an automated
`maintenance management system. A large variety of computer software is available
`on the market for this purpose. A crucial problem is to select for the intended
`use an appropriate maintenance management system from those available. It is
`observed that the acquired systems often do not work satisfactorily because the
`software designers do not have sufficient experience of maintenance management[1].
`Such maintenance management systems periodically need modifications and
`require a periodic evaluation[2,3]. A major problem is to decide if the required
`maintenance management system should be developed by the management or
`purchased from those commercially available. This article describes the major
`functions of the maintenance management system to facilitate in developing a
`computerized system, and gives an instrument to select a suitable system from
`those commercially available. An example is given to illustrate the suggested
`methodology.
`
`Functions of Maintenance Management
`The computerized maintenance management systems adopted or developed by
`different organizations are often inoperative or ineffective[1]. These systems are
`frequently modified but still do not work properly. One of the common reasons
`for these failures is that the designer of the computer system had no experience
`of managing a maintenance department[1]. To design a proper and effective
`computerized maintenance management system, the designer should have an
`adequate understanding of the maintenance functions and their purpose in a
`maintenance organization. This section describes the major goals and objectives
`of the maintenance organization. Maintenance management is traditionally divided
`into three categories: maintenance functions, maintenance policy, and maintenance
`work and cost reporting[4]. It has been proven that the concepts of quality
`
`International Journal of Operations
`& Production Management, Vol 13
`No 3,1993, pp 38-48©MCB
`Unnersity Press, 0111-3577
`
`The authors would like to acknowledge the support provided by the King Fahd University of
`Petroleum and Minerals for conducting this research.
`
`Downloaded by Michelle Callaghan At 07:50 22 November 2016 (PT)
`
`CiM Ex. 1041 Page 1
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`

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`management can also be applied to improve and make the maintenance operation
`more cost effective. Modern maintenance management goes beyond repairing
`and servicing equipment and must be broadened to the long-range performance
`aspects of the customer service system. The viability of the whole organization
`is dependent on effective maintenance policies, plans and operations. Therefore,
`the implementation of the quality control programmes by the maintenance
`management can lead to the improvement in the maintenance productivity and
`reduction in costs. The four functions of maintenance management including the
`management of the quality control programme are shown in Figure 1.
`
`Computerized
`Maintenance
`Management
`
`39
`
`Maintenance Quality Control Programmes
`A modern maintenance management must establish an effective quality control
`programme. This quality control plan aims at efficient and economical operations
`which include: improvement in equipment reliability, improvement in maintenance
`productivity, and reduction in quality costs. Quality information on these three
`distinct performance aspects is obtained from user feedback and maintenance
`feedback. A quality-controlled procedure needs to be developed which should
`aim at identifying rework of maintenance jobs and the workers responsible for
`such reworks. This improves maintenance productivity.
`
`Maintenance Functions
`Maintenance of Existing Equipment
`Maintenance management is responsible for repairing the existing equipment
`as quickly and economically as possible. They are supposed to anticipate repairs
`
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`

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`IJOPM
`13,3
`
`40
`
`based on their experience and should use cost-effective preventive maintenance
`programmes.
`
`Equipment Inspections and Service
`The maintenance management must ensure that the equipment is serviced
`promptly and is in a safe operating condition. It should determine the proper
`lubricant, its amount, and the intervals of operations.
`
`Equipment Installation
`Every new equipment installation becomes the responsibility of maintenance
`management who need to ensure that the equipment installation meets the exact
`specifications.
`
`Maintenance Store Keeping
`A maintenance stores programme is needed to receive and distribute the spares
`needed for the equipment. The management needs to decide what to stock, how
`much to order and when to order. In order to keep low the capital investment in
`spares, it is also important to maintain the stores inventory levels at an optimal
`level.
`
`Craft Administration
`Effective utilization of the maintenance manpower is one of the important and
`prime functions of maintenance management. The optimal size of the workforce
`required needs to be developed. Manpower is the most variable and most difficult
`to control element of maintenance resources.
`
`Maintenance Policy
`Maintenance Scheduling
`Maintenance scheduling is one of the most important tools used by management
`to achieve high labour productivity by arranging the sequence in which the tasks
`will be performed. Maintenance problems are known as combinational optimization
`problems. The responsibilities of the maintenance management pertaining to
`scheduling are: allocation of manpower, management of fluctuations in the
`workload, scheduling of work, management of the manpower pool, control of
`backlogs, and monitoring the flow of work orders.
`
`Work Requests
`Maintenance management needs to establish a policy for work order initiation
`and follow-up. The work orders need to have specific routeing for approval and
`priority rating.
`Selection of Workforce
`Maintenance management has to decide upon the type of workforce to employ.
`This can be done in two ways: either to use internal or outside contract employees.
`
`CiM Ex. 1041 Page 3
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`

`
`Controls
`For smooth and effective operation of the organization, maintenance management
`needs to establish policies for the control of the flow of paperwork and cost.
`
`Computerized
`Maintenance
`Management
`
`Maintenance Work and Cost Reporting
`Maintenance management needs to monitor closely all financial transactions and
`charges. Reports are needed to set properly the policies of maintenance management.
`Among other areas of cost monitoring are the costs of labour and material.
`
`41
`
`Type of Work
`In order to balance the maintenance workload effectively, the analysis of the work
`being performed can be made by examining the actual hours spent on different
`types of work. Important areas are: repair work, service work, preventive work,
`emergency or breakdown work. Scheduling workloads and determining efficiencies
`can be done by monitoring the time spent on each of these activities.
`
`Equipment Reports
`Equipment reports which provide two kinds of data: maintenance repair costs
`and history repair records, need to be prepared.
`
`Backlog Reports
`Backlog reports are important to establish manpower levels and reduce unnecessary
`overheads.
`
`Preventive Maintenance
`The concept of preventive maintenance is dynamic[5]. Plant management views
`the preventive maintenance in the content of days (or hours) out of service. If the
`maintenance management desires equipment to be operative a larger percentage
`of time, the amount of preventive maintenance applied to that equipment might
`be increased assuming that the maintenance personnel are capable of diagnosing
`the faults that cause the equipment to fail.
`
`Maintenance Stores Controls
`Optimal store inventory is important for cost-effective maintenance.
`Budgets
`The maintenance expenses need to be categorized for any system. It not only
`helps in bookkeeping but also provides the production department with the
`information necessary for internal control and performance evaluation.
`
`Computerized Maintenance Management System
`Computerized maintenance management systems are common in today's industries.
`Their use has brought a large number of benefits which include increased
`
`CiM Ex. 1041 Page 4
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`

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`IJOPM
`13,3
`
`42
`
`productivity, reduced costs, and effective utilization of the labour force[6]. These
`computerized maintenance management systems were initially used on mainframe
`computers but this was shifted later to micro-computers[7]. A large variety of
`such systems is now commercially available. A survey conducted in 1985 reported
`a list of 60 such softwares[8], and this list has grown very rapidly during the last
`few years. These systems are installed mainly to improve the management of
`maintenance work. Figure 2 shows the basic functions of a computerized
`maintenance management system.
`
`Commercially Available Information Systems
`Computerized maintenance management systems have become economically
`attractive and no maintenance function can ignore their advantages. The maintenance
`managers should have access to the computerized maintenance management
`systems to assist them in better planning and efficiently controlling the operating
`costs. They can now purchase on-line computerized maintenance management
`systems that can provide all the required services for a maintenance operation.
`The availability of computerized maintenance management systems is increasing
`at a significantly high rate. Surveying several of such systems shows they are
`basically information systems adopted to serve the maintenance problems. They
`
`CiM Ex. 1041 Page 5
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`

`
`Computerized
`Maintenance
`Management
`
`43
`
`are designed for different operating systems and have varying system descriptions
`and functions to perform.
`
`Evaluation Problem
`As mentioned earlier, a large variety of "off the shelf" computerized maintenance
`management systems is available on the market. When purchasing a system,
`one that suits the specific needs and objectives of the company's maintenance
`operations should be preferred. A general instrument which can easily be applied
`for comparative evaluation of the available maintenance management systems
`is provided.
`Let i=1,..., n be the specific requirements or functions desired from a maintenance
`management system for its intended utilizations. These functions can be, for
`example, work order management, preventive maintenance management, craftsmen
`management, inventory management, maintenance management reports, vendor
`evaluation, quality management, and general considerations. Let w1 w2,..., wn
`be the respective weights or relative importance of these functions according to
`their intended use. For each of these n functions, let; = 1,..., m be the major
`characteristics which the system should offer for its effective use. The availability
`or effectiveness of these characteristics may vary from one commercial software
`to another. These characteristics of a function are not equally important for every
`user. Let b1 b2,..., bm be the relative weights of these m characteristics. In order
`to compare or select an appropriate software from those available, assign a score
`out of ten to each of the characteristics based upon its availability through
`perfectness. Let Sij be the out of ten score for each of the major characteristics
`of a function. Then, the total score for a function can be calculated as
`
`The composite score for a software is
`
`The composite score (CS) can be calculated for all the available maintenance
`management softwares and that with the highest CS can be preferred over others.
`We now illustrate the above method using a hypothetical example.
`
`Example
`Suppose two maintenance management softwares are available. The first step
`is to assign weights to the functions of these softwares. The weights can be
`determined using an appropriate technique, for example the Delphi method[9].
`Suppose the following weights are worked out to be suitable for the desired use
`of these softwares:
`
`CiM Ex. 1041 Page 6
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`

`
`IJOPM
`13,3
`
`44
`
`Weight out of 100 (Wt)
`Function
`25
`Work order management
`15
`Preventive maintenance management
`15
`Inventory system
`15
`Quality control management
`10
`Maintenance management reports
`10
`Vendor evaluation
`10
`General considerations
`Let us assume that bj =1 for for all the functions and; = l,...,m.
`Work Order Management
`(See Tables I to VII.)
`Aggregate score for software no. 1 = 6,975
`Aggregate score for software no. 2 = 6,240
`Therefore, the overall performance of software no. 1 is better than software no.
`2.
`
`No.
`
`Characteristics of the system
`
`Software no.
`2
`1
`
`1.
`2.
`3.
`4.
`5.
`6.
`7.
`8.
`9.
`10.
`11.
`12.
`
`13.
`
`Corrective work orders can be produced
`Preventive maintenance work orders can be produced
`Tracks labour costs automatically
`Tracks material costs automatically
`The work order uses priority codes
`The work order uses status codes
`Sorts backlog by craft and priority
`Produces a list of active work orders
`Maintains an active equipment history
`Allows for manual entry of work order cost estimates
`Produces a list of work orders ready for scheduling
`Provides net capacity calculations to compensate for
`work interruptions
`Allows for complex planning such as crafts, materials tools, etc.
`
`7
`5
`9
`10
`8
`6
`10
`10
`7
`8
`4
`
`6
`10
`
`8
`4
`9
`10
`0
`4
`10
`10
`6
`8
`5
`
`4
`8
`
`Total
`= 100
`2,500
`A1 =
`
`86
`2,150
`
`Table I.
`Work Order
`Management
`
`CiM Ex. 1041 Page 7
`
`

`
`No.
`
`Characteristics of the system
`
`Software no.
`1
`2
`
`1.
`2.
`3.
`4.
`5.
`6.
`7.
`8.
`9.
`10.
`
`The system will schedule PM by calendar date
`Allows for more than one PM order per piece of equipment
`Prints individual PM work orders
`Provides a detailed description of the PM tasks to be performed
`Prints a PM workload forecast for any given week or weeks
`Allows for lead or lag time for scheduling the PM work order
`Allows for a detailed listing of the PM tasks to be performed
`Produces a report of overdue PM work orders
`Projects the impact of the PM workload on the weekly schedule
`Produces a report of the PM inspection results
`
`10
`8
`10
`0
`5
`8
`7
`0
`9
`0
`
`7
`5
`10
`7
`5
`8
`6
`0
`7
`0
`
`Computerized
`Maintenance
`Management
`
`45
`
`= 57
`Total
`A2 =
`= 855
`
`55
`825
`
`Table II.
`Preventive Maintenance
`Management (PM)
`
`No.
`
`Characteristics of the system
`
`Software no.
`1
`2
`
`1.
`2.
`3.
`4.
`5.
`6.
`7.
`8.
`9.
`10.
`11.
`12.
`
`Produces an inventory reorder report
`8
`8
`Maintains unit price information for all spares
`Identifies bin location of all spares
`9
`Produces a report for all work orders waiting for material
`8
`Attaches all material costs to the work order
`7
`Keeps a history record on all stores items use
`9
`Keeps the economic order quantity for stock reorder
`8
`Keeps the max-min stock quantities on record
`9
`Produces a cost of inventory-on-hand report
`6
`Produces a complete store stock catalogue
`5
`Provides on-line parts inventory information
`4
`Allows for entering unused materials back into the stores inventory 8
`
`5
`8
`6
`0
`5
`10
`7
`6
`7
`9
`6
`5
`
`Total = 89
`A3 = 1,335
`
`74
`1,110
`
`Table III.
`Stores Inventory
`System
`
`CiM Ex. 1041 Page 8
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`

`
`IJOPM
`13,3
`
`46
`
`Table IV.
`Maintenance
`Management Reports
`
`Table V.
`General Considerations
`
`No.
`
`Characteristics of the system
`
`1.
`2.
`3.
`4.
`5.
`6.
`7.
`8.
`9.
`10.
`
`Produces daily control reports
`Produces equipment history reports
`Produces management reports on a monthly basis
`Can produce management reports on demand
`Produces reports tracking the system's backlog by craft
`Produces failure analysis reports
`Produces craft usage reports
`Produces budget overrun reports
`Reports on all incomplete work orders by priority
`Capable of performing statistical and trend analysis
`
`No.
`
`Characteristics of the system
`
`1.
`2.
`3.
`4.
`5.
`
`6.
`7.
`8.
`
`The system is user friendly
`The system is menu-driven
`The system is on-line and integrated
`The system has an ongoing support program
`The system keeps historical records until they
`are deleted from the system
`The system has security password or code protection
`The system runs on hardware already on-site
`The system requires the purchase of special hardware
`
`Software no.
`1
`2
`
`6
`7
`0
`7
`9
`0
`7
`5
`8
`9
`
`6
`9
`10
`5
`9
`5
`7
`9
`7
`9
`
`Total = 58
`A4 = 580
`
`76
`760
`
`Software no.
`1
`2
`
`7
`9
`10
`0
`
`6
`8
`5
`0
`
`9
`9
`6
`7
`
`6
`8
`0
`10
`
`Total = 45
`A5 = 450
`
`55
`550
`
`CiM Ex. 1041 Page 9
`
`

`
`No.
`
`Characteristics of the system
`
`Software no.
`1
`2
`
`1.
`2.
`3.
`4.
`5.
`
`6.
`
`7.
`8.
`9.
`
`The vendor can supply installation support
`The vendor has a documented installation programme
`The vendor will provide a list of installation references
`The vendor will provide guidance during the data input
`The vendor has a maintenance consultant on staff to provide
`assistance in formatting data for entry into the system
`The vendor provides documentation for installation, user
`manuals, and training manuals
`The software can be self-installed
`The vendor can provide training on-site or at their facilities
`The vendor offers a planned enhancement and support program
`for existing and future software
`
`5
`0
`8
`8
`
`6
`
`10
`6
`7
`
`5
`
`6
`7
`4
`8
`
`6
`
`7
`4
`5
`
`0
`
`No.
`
`Characteristics of the system
`
`1.
`2.
`3.
`4.
`5.
`6.
`
`Statistical techniques used are available
`System keeps quality training records
`System keeps the quality records
`System keeps customer complaints record
`Quality failure data available for analysis
`Capable of tracing back data pertaining to quality
`
`47
`Total = 55
`A6 = 550 470
`
`Software no.
`1
`2
`
`10
`8
`6
`8
`7
`8
`
`5
`7
`4
`5
`4
`0
`
`Total = 47
`A7 = 705
`
`25
`375
`
`Computerized
`Maintenance
`Management
`
`47
`
`Table VI.
`Vendor and Service
`Evaluation System
`
`Table VII.
`Quality Control
`Management
`
`CiM Ex. 1041 Page 10
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`

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`IJOPM
`13,3
`
`48
`
`Conclusion
`The enormous amount of data pertaining to maintenance management coupled
`with the need for its analysis and reporting has necessitated the use of computer
`softwares. A large variety of computerized maintenance management systems
`is available commercially. An instrument is given to evaluate the given softwares
`and select the most appropriate one for a specific use.
`
`References
`1. Herbaty, F., Handbook of Maintenance Management, Noyes Publications, NJ, 1990, p. 306.
`2. Duffuaa, S.O., Shuaib, A.N., Raouf, A. and Budair, M.O., "Evaluation of Maintenance
`Management Systems", King Saud Journal of Engineering Science, Vol. 4, 1992, pp. 2943.
`3. Duffuaa, S.O., Shuaib, A.N., Raouf, A. and Budair, M.O., "A Framework for Evaluation of
`Maintenance Management System", Proceedings of the Symposium on Maintenance Planning
`and Operations, King Saud University, Riyad, Saudi Arabia, March 1990, pp. 576-84.
`4. Wireman, T., Computerized Management Systems, Industrial Press, New York, NY, 1986.
`5. Mann, L.J., Maintenance Management, Lexington Books, D.C. Heath and Company, Toronto,
`p. 135.
`6. Bagadia, K., Microcomputer-aided Maintenance Management, Marcel Dekker, Inc., New
`York, NY, 1987.
`7. Allman, G.W. and Bottom, J.H., "Scheduling Maintenance Projects with Ease - Using a Micro(cid:173)
`computer Applications Software", Plant Engineering, June 1985.
`8. Ketzel, J., "Microcomputer Applications Softwares", Plant Engineering, June 1985.
`9. Dalkey, N., Helmers, A., "Experimental Application of the Delphi Method to the Use of the
`Experts", Management Science, Vol. 9 No. 3, 1963, pp. 458-67.
`
`CiM Ex. 1041 Page 11
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`

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