Purpose: In the context of the study, soft skill means identifying efficient and effective approaches for improving operation and maintenance (O&M) processes in facilities management and extending the management of building facilities and infrastructure. Applying the concept of soft skill to the O&M processes of facilities management at polytechnics in Malaysia, the paper aims to identify problems with conventional working practices in this area and to recommend potential solutions. Design/methodology/approach: The paper reviews evidence that conventional working methods generate significant problems related to paper-based forms, improper database management and flawed decision-making processes. Findings: The paper finds that the application of the concept of soft skill reveals the need for more sophisticated management solutions in the O&M processes of facilities management. Originality/value: The concept of soft skill will guide future improvements and developments in maintenance management systems (MMS) to fulfil requirements in this area. © 2021, Emerald Publishing Limited.
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