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Towards more complete satisfaction of customers in construction

Shirazi, A & Hampson, Keith D. (1999) Towards more complete satisfaction of customers in construction. In 2nd International Conference on Construction Process Reengineering, 11-13 July 1999, Sydney.

Abstract

In an environment where economic, political and technological change is the rule, a fundamental business strategy should be the defence of traditional markets and thoughtful entry into new markets, with an aim to increase market penetration and stimulate profit. The success of such a strategy will depend on the success of firms to do more and better for customers than their competitors. In other words, the firm’s primary competitive advantage will come from changes they implement to please their customers.

In the construction industry, complexity of technical knowledge and construction processes have traditionally encouraged clients to play a largely passive role in the management of their project. However, today’s clients not only want to know about internal efficiency of their projects but also need to know how they and their contractors compare and compete against their competitors. Given the vulnerability of construction activities in the face of regional financial crisis, constructors need to be proactive in the search to improve their internal firm and project processes to ensure profitability and market responsiveness. In this context, reengineering is a radical design that emphasises customer satisfaction rather than cost reduction

This paper discusses the crucial role of the client-project interface and how project networks could facilitate and improve information dissemination and sharing, collaborative efforts, decision-making and improved project climate. An intra-project network model is presented, and project managers’ roles and competencies in forming and coordinating project workgroups is discussed.

Impact and interest:

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ID Code: 41103
Item Type: Conference Paper
Keywords: customer satisfaction, network, integrator, collaboration, construction
Subjects: Australian and New Zealand Standard Research Classification > BUILT ENVIRONMENT AND DESIGN (120000) > DESIGN PRACTICE AND MANAGEMENT (120300)
Divisions: Current > Research Centres > Sustainable Built Environment National Research Centre
Copyright Owner: Copyright 1999 Please consult authors
Deposited On: 08 Apr 2011 10:40
Last Modified: 10 Apr 2011 01:53

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