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The copyright © of this thesis belongs to its rightful author and/or other copyright owner. Copies can be accessed and downloaded for non-commercial or learning purposes without any charge and permission. The thesis cannot be reproduced or quoted as a whole without the permission from its rightful owner. No alteration or changes in format is allowed without permission from its rightful owner. HIGHWAY MAINTENANCE MANAGEMENT: A STUDY OF LEBUHRAYA DAMANSARA-PUCHONG (LDP) ARIF BIN GHANI DOCTOR OF MANAGEMENT UNIVERSITI UTARA MALAYSIA October 2018 HIGHWAY MAINTENANCE MANAGEMENT: A STUDY OF LEBUHRAYA DAMANSARA-PUCHONG (LDP) By ARIF BIN GHANI Thesis Submitted to Othman Yeop Abdullah Graduate School of Business, University Utara Malaysia, in Fulfillment of the Requirement for the Degree of Doctor of Management Kolej Perniagaan (College of Business) Universiti Utara Malaysia PERAKUAN KERJA TESIS / DISERTASI (Certification of thesis I dissertation) Kami , yang bertandatangan, memperakukan bahawa (We, the undersigned, certify that) ARIF BIN GHANI calon untuk ljazah DOCTOR OF MANAGEMENT (candidate for the degree oO telah mengemukakan tesis / disertasi yang bertajuk: (has presented his/her thesis I dissertation of the following title): HIGHWAY MAINTENANCE MANAGEMENT: A STUDY OF LEBUHRAYA DAMANSARA PUCHONG (LOP) seperti yang tercatat di muka surat tajuk dan kulit tesis / disertasi. (as ft appears on the tftle page and front cover of the thesis I dissertation). Bahawa tesis/disertasi tersebut boleh diterima dari segi bentuk serta kandungan dan meliputi bidang ilmu dengan memuaskan, sebagaimana yang ditunjukkan oleh calon dalam ujian lisan yang diadakan pada: 4 April 2018. (That the said thesis/dissertation is acceptable in form and content and displays a satisfactory knowledge of the field of study as demonstrated by th e candidate through an oral examination held on: 4 April 2018) . Pengerusi Viva Tandatangan ~ Jr. Iv (Chairm an for Viva) _P_r_o_f. _D_r._M_o_h_d_Z_a_in_i _A_bd_ K_ar_im_ _ ____ 1s;gnalure) v= Pemeriksa Luar Tandatanganj2/{~ (External Examiner) Professor Emeritus Dato' Ir. Dr. Zainai Bin (Signature) Mohamed - - -------------- Pemeriksa Dalam Tandatanga~ ~ --.. (Internal Examiner) _D_r_. _M_o_h_am_e_d_N_a_ji_b_S_a_lle_h_ _____ __ (Signature) ~----- - Ta ri kh: 4 April 2018 (Date) Nama Pelajar Arif Bin Ghani (Name of Student) Highway Maintenance Management: A Study Of Lebuhraya Damansara Tajuk Tesis / Disertasi Puchong (LDP) (Title of the Thesis I Dissertation) Program Pengajian Doctor of Management (Programme of Study) Nama Penyelia/Penyelia-penyelia Prof. Madya Dr. Halim Mad Lazim (Name of Supervisor/Supervisors) ~ Nama Penyelia/Penyelia-penyelia Dr. Hendrik Lamsali (Name of Supervisor/Supervisors) Tandatangan PERMISSION TO USE In presenting this thesis in fulfillment of the requirements for a Post Graduate degree from Universiti Utara Malaysia (UUM), I agree that the Library of this university may makes it freely available for inspection. I further agree that permission for copying this thesis in any manner, in whole or in part, for scholarly purpose may be granted by my supervisor(s) or in their absence, by the Dean of Othman Yeop Abdullah Graduate School of Business where I did my thesis. It is understood that any copying or publication or use of this thesis or parts of it for financial gain shall not be allowed without my written permission. It is also understood that due recognition shall be given to me and to the UUM in any scholarly use which may be made of any material in my thesis. Request for permission to copy or make other use of materials in this thesis in whole or in part should be addressed to: Dean of Othman Yeop Abdullah Graduate School of Business Universiti Utara Malaysia 06010 UUM Sintok Kedah Darul Aman iv ABSTRACT Practical and effective highways have been known to enhance the movement of people as well as products to boost the economy of a country. Without a proper maintenance system, highways can rapidly tumble into depreciation which in the end will affect the highways patron in terms of vehicle operation, time, reliability, and safety. The purpose of the present research was to evaluate the effectiveness of the highway maintenance management system of Lebuhraya Damansara-Puchong (LDP). The selection of LDP was related to some issues such as the high number of accidents, road congestion, flash floods and noise problem indicate that LDP has major concern to be addressed in relation to its practices in terms of the effectiveness of the maintenance management system. The study also attempted to propose improvements in policies and regulations of highway maintenance management system for LDP and the flow of communication in the Highway Maintenance Department. The study applied the qualitative case study approach in which the research explained the effectiveness of maintenance management system practices at LDP to overcome problems in maintenance work and improve the information management process which is critical in preparing a high quality work report. The study revealed the problems of effectiveness in the LDP highway maintenance system, the importance of the policies and regulations for work execution, observation and surveillance, and the significance of the flow of communication in the application of highway maintenance management system particularly in the preparation of high quality work report. Recommendations for future study are offered to provide opportunities for future researchers to continue this research, focusing specifically on the highway environment. Keywords: maintenance management system, highway, observation, record management, communication v ABSTRAK Lebuh raya yang praktikal dan berkesan didapati mampu untuk meningkatkan pergerakan individu serta barangan bagi meningkatkan ekonomi negara. Tanpa sistem penyelenggaraan yang sewajarnya, lebuh raya akan rosak dengan cepat dan ini akan memberi kesan terhadap pengguna lebuh raya dari segi penggunaan kenderaan, masa, kebolehpercayaan, dan keselamatan. Oleh itu, kajian ini bertujuan untuk menilai keberkesanan sistem pengurusan penyelenggaraan lebuh raya di Lebuhraya Damansara-Puchong (LDP). Pemilihan LDP adalah berkaitan dengan beberapa isu yang dihadapi dan perlu diberikan perhatian oleh LDP seperti jumlah kemalangan yang tinggi, kesesakan jalan raya, masalah banjir kilat dan masalah ganguan bunyi bising. Isu-isu ini telah dikenalpasti mempunyai hubungan dengan amalan pengurusan penyelengaraan yang dipraktikkan di LDP dan kajian ini akan memberi fokus dari segi keberkesanan sistem pengurusan penyelenggaraan di LDP. Selain itu, kajian ini juga bertujuan untuk memberikan cadangan penambahbaikan terhadap dasar dan peraturan sistem pengurusan penyelenggaraan lebuh raya untuk LDP dan aliran komunikasi di Jabatan Penyelenggaraan Lebuhraya. Kajian ini menggunakan pendekatan kajian kes kualitatif untuk meneliti keberkesanan amalan sistem pengurusan penyelenggaraan di LDP demi mengatasi masalah dalam kerja-kerja penyelenggaraan dan menambah baik proses pengurusan maklumat yang penting dalam menyediakan laporan kerja yang berkualiti. Kajian ini mendedahkan masalah keberkesanan sistem penyelenggaraan lebuh raya di LDP, kepentingan dasar dan peraturan untuk pelaksanaan kerja, pemerhatian dan pengawasan serta kepentingan aliran komunikasi dalam sistem pengurusan penyelenggaraan lebuh raya terutama dalam penyediaan laporan kerja yang berkualiti. Cadangan untuk kajian pada masa hadapan turut diutarakan bagi memberi peluang kepada penyelidik lain untuk meneruskan kajian ini dengan memberikan tumpuan khusus kepada persekitaran lebuh raya. Kata kunci: sistem pengurusan penyelenggaraan, lebuh raya, pemerhatian, pengurusan rekod, komunikasi vi ACKNOWLEDGEMENTS All praises are to Allah, the Almighty, on whom ultimately we depend for sustenance and guidance. Salawat and Salam to our Prophet Muhammad s.a.w, his family members, companions and followers. In completing this research, I would like to acknowledge the intellectual sharing of many great individuals. My sincere appreciation goes to my supervisor, Associate Professor Dr. Halim Mad Lazim, whose guidance and constructive comments was valuable. I am also deeply indebted to my second supervisor Associate Professor Dr. Hendrik Lamsali for his invaluable advice. I would also like to extend my appreciation to other academicians in UUM for their expertise and precious times in my journey for this industrial PhD. Undoubtedly, this thesis would almost be impossible to complete without the assistance of many highway maintenance personnel of the Lebuhraya Damansara-Puchong.; thank you so much for your help, particularly during data collection. To all my family members, thank you so much for your support and prayers. I am also indebted to others, the kind and brilliant people, for their help and support in all stages of this study. vii TABLE OF CONTENTS TITLE PAGE i CERTIFICATION OF THESIS WORK ii PERMISSION TO USE iv ABSTRACT v ABSTRAK vi ACKNOWLEDGEMENT vii TABLE OF CONTENTS viii LIST OF TABLES xi LIST OF FIGURES xii LIST OF ABBREVIATIONS xiii CHAPTER ONE: INTRODUCTION 1.1 Background of the Study 1 1.2 The Lebuhraya Damansara-Puchong 7 1.3 Problem Statement 15 1.4 Research Questions 18 1.5 Research Objectives 19 1.6 Significance of the Study 20 1.7 Limitation of the Study 21 1.8 Organization of the Study 22 CHAPTER TWO: LITERATURE REVIEW 2.1 Introduction 24 2.2 Evolution of maintenance management system 25 2.3 Definition of maintenance 28 2.4 Maintenance management 34 2.5 Maintenance strategy - Selection