ABSTRACT End users’ maintenance requests gathered from computerized maintenance management systems (CMMS) configure a rich source of information to evaluate the occupants’ satisfaction and the building systems. Nevertheless, the non-standardized data gathered from CMMS makes it difficult to carry out analytics. This paper presents a text mining approach to extract information from end users’ maintenance requests and an analysis of 6,830 maintenance requests derived from 46 buildings including offices, academic buildings and laboratories over two and a half years. The research results reveal that the most common maintenance requests during building operation and maintenance are related to problems in electrical and HVAC fixtures. Although the year of construction is not related to the occupants’ maintenance requests, the type of building use and building property do influence them. The implementation of control and preventive strategies based on these results may increase facility managers’ productivity and building systems’ performance.

中文翻译：

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使用文本挖掘方法分析建筑维护请求：建筑服务评估

摘要 从计算机化维护管理系统 (CMMS) 收集的最终用户维护请求配置了丰富的信息源，以评估居住者的满意度和建筑系统。然而，从 CMMS 收集的非标准化数据使得进行分析变得困难。本文介绍了一种文本挖掘方法，用于从最终用户的维护请求中提取信息，并对来自 46 座建筑物（包括办公室、学术建筑和实验室）超过两年半的 6,830 项维护请求进行分析。研究结果表明，建筑运营和维护过程中最常见的维护请求与电气和暖通空调装置的问题有关。虽然建造年份与居住者的维修要求无关，建筑用途和建筑财产的类型确实会影响它们。基于这些结果的控制和预防策略的实施可以提高设施管理人员的生产力和建筑系统的性能。