Jasper Mbachu

Conceptual framework for assessment of client needs and satisfaction in the building development process

A conceptual framework is developed for assessment of client needs, and the measurement and monitoring of client satisfaction levels in the building development process. Data were obtained from qualitative and quantitative surveys of a target population of clients of commercial buildings in South Africa. Satisfaction levels based on multi‐attribute measures were compared with those based on single evaluative responses, using Wilcoxons matched‐pair test. Results showed no significant differences in pairwise comparisons. A strong positive correlation also existed between both equivalent measures of client satisfaction levels. These results validate the conceptual framework. Results of evaluation of client satisfaction levels showed that clients perceived average levels of satisfaction in the building development process. Areas for improvement in the services of contractors and consultants were identified through ‘Criticality Index’ analyses. Empirical models were developed for proactive measurements of client satisfaction levels at distinct stages of the development process. A dynamic approach to satisfaction measurement is recommended. This contrasts with post‐purchase and static views adopted in the consumer services segment and enables consultants to monitor and improve satisfaction levels proactively, as the development process evolves.

Sources of contractor's payment risks and cash flow problems in the New Zealand construction industry: Project team's perceptions of the risks and mitigation measures

Little research is focused on payment risks which constitute the biggest obstacle to adequate cash flow and the contractor’s ability to successfully complete a project and maintain a viable business. To minimize risks and improve net cash flow in a project, the various ways in which the key stakeholders could contribute to the contractor’s payment risks and cash flow problems (the ‘problems’) were investigated along with the mitigation measures. Using a two-stage descriptive survey method, pilot interviews were conducted with contractors, subcontractors, project managers, designers and quantity surveyors (the ‘group’). A questionnaire was designed based on the constructs generated during unstructured pilot interviews and used to obtain feedback from 120 members of the ‘group’ through structured interviews. The feedback was analysed for risks using the multi-factor analytical technique. Results showed that employers were the most risky sources contributing 24% of the contractor’s ‘problems’ in a project. The contractors and subcontractors were evaluated as being ‘high’ risk sources contributing 19% and 17%, respectively. The consultants and suppliers were evaluated as ‘moderate’ and ‘very low’ risk sources, respectively, with overall 37% contribution. Ensuring valid payment and variation claims that are supported with well-documented evidence was a key mitigation measure suggested for addressing the critical risk factors attributed to the ‘group’. The findings could guide the project team’s risk management efforts, especially on how to efficiently allocate the available resources to address the risk factors with a view to achieving more satisfactory outcomes and profitability in a project.

Challenges faced by facilities managers in the Australasian universities

Purpose – The purpose of this paper is to: identify the current and future challenges faced by university facilities managers; analyse their associated risk levels; and establish practical ways to address the identified key challenges.Design/methodology/approach – Personal interviews were conducted with 25 members of the Australasian university facilities managers (UFMs). The constructs generated at the pilot interviews were used to design a structured but open‐ended questionnaire with which the Tertiary Education Facilities Managers Association (TEFMA) members were surveyed. The multi‐attribute method was used in the data analysis.Findings – Results showed that the critical challenges currently facing the UFMs comprised issues relating to the following (in diminishing order of significance): inadequate funding, emergency management and business continuity planning, statutory compliance, sustainability and environmental stewardship, keeping up with rapid changes in technology, operational efficiency, iden...

Key constraints to labour productivity in residential building projects: Evidence from Cambodia

ABSTRACT Foreign investment accounts for the largest proportion of project finance in the Cambodias construction industry, where service providers are increasingly being tasked to be more productive. Low labour productivity has been identified as a major challenge of the countrys construction industry. Addressing the constraints to labour productivity in the residential projects is crucial for improving the productivity of the sector. This study aimed to investigate the key constraints to labour productivity in residential projects which are specific to the socio-cultural and operational context of the Cambodias residential sector. SPSS-based results showed four principal components extracted from 36 labour productivity inhibiting factors: Site management, external, workforce and resource factors. They accounted for 40 per cent, 26 per cent, 16 per cent and 10 per cent, respectively, of the variance that characterized poor labour productivity output in the sector. Forefront players who play active role in the project delivery process could ensure successful completion of projects to time, cost and quality targets by focusing efforts and resources on addressing issues relating to the most influential constraints identified under the four principal components as follows: providing good project leadership, ensuring better management of change orders, eliminating or minimizing defective work and ensuring adequate cash flow.

Diagnosing the strategic health of an organization from SWOT analysis results: case study of the Australasian cost management profession

To achieve strategic goals and success in the long term, every organization needs to be in a good state of health. It is argued that the strategic health of an organization depends on how the key strengths are leveraged to exploit prime opportunities, while at the same time, minimize exposure of the critical weaknesses to the serious threats in the external environment. Based on a SWOT analysis (strengths, weaknesses, opportunities and threats), the Strategic Health Index (SHI) was developed as a conceptual tool for diagnosing the strategic health of an organization. Application of the developed model was demonstrated in the assessment of the strategic health status of the Australasian cost management profession using analysed feedback from a convenience sample of 15 senior cost managers in Australia and New Zealand. Results show that expertise in procurement and cost consultancy was the key strength most leveraged to exploit identified opportunities, while lack of flexibility and versatility of service was the key weakness exposing the profession the most to the identified threats. Based on the SHI values, the overall strategic health of the cost management profession was diagnosed to be positive, in spite of its key weaknesses and threats. While these results specifically relate to cost managers, application of the model is highly recommended for use by business managers and others interested in assessing the long‐term health and survival of their organizations.

Critical success factors, opportunities and threats of the cost management profession: the case of Australasian quantity surveying firms

The quantity surveying profession faces a number of exceptional challenges that threaten its existence, growth and success. The aim of this paper is to identify the critical success factors (CSFs) for growth and survival as well as the threats and opportunities in the external landscape. Knowledge of these factors would enable the profession to achieve sustained growth and competitiveness. Using the exploratory survey method, in-depth interviews were conducted with key senior leaders from industry and professional and academic institutes throughout New Zealand and Australia. Results showed that the CSFs of the profession are underpinned by process, practice management, service performance, market positioning, people, firm profile and professional attributes. Four themes underlie the threats and opportunities of the profession, namely: market/competition, capability/capacity, recognition/relevance, and information/communication/technology. Identified opportunities stem mainly from involvement in newly identified or emerging markets, and expansion in or penetration of existing markets.

Prefabrication as an onsite productivity enhancer: analysis of impact levels of the underlying constraints and improvement measures in New Zealand construction industry

Prefabrication of building components could be leveraged to improve the reported low productivity trend in the New Zealand (NZ) construction industry. Despite the numerous known benefits of prefabrication, the uptake of the technology in the industry has been discouragingly low. This paper aims to identify the key constraints to the industry-wide uptake of prefabrication and the improvement measures. Through a nation-wide survey of consultants, contractors, employers and manufacturers, feedback was received and analysed using the multi-attribute analytical technique. Results showed that, out of the identified seven broad categories of constraints to the uptake of prefabrication in New Zealand, industry and market culture, skills and knowledge, and logistics and site operations were the most serious constraints, contributing more than half of the problem. The major and sub-components of the constraint categories and their relative levels of impact on the uptake of the technology were reported, along with the mitigation measures.

Influence of key role players on productivity outcomes in the residential building lifecycle

Purpose This study aims to answer the ‘what’ and ‘how’ questions about the key role players’ influence on the overall productivity outcomes in the lifecycle of residential buildings procured through the traditional route. Design/methodology/approach A mix of exploratory and descriptive research methods was used to obtain feedback from 179 role-players involved in various phases of the residential building lifecycle (RBLC) in New Zealand. Empirical data were analysed using content analysis, multi-attribute method and Friedman’s two-way analysis of variance. Findings Results showed that designers, building owners, main contractors and project managers were the greatest influencers of the productivity outcomes in the RBLC. The priority drivers of these key role-players’ influences on the RBLC productivity outcomes comprised poor brief interpretation, inclination to lowest tender, inadequate prior risk analysis and miscommunication of owner’s requirements and preferences to service providers, respectively. By taking proactive steps to redress their productivity inhibiting acts/omissions as identified in this study, the various role-players could contribute to significant improvement of productivity outcomes in the building lifecycle. Research limitations/implications It was not possible to interview all participants that made up the representative random samples from each role-player group due largely to workload related excuses. As a result, the findings and the conclusions may not be generalised beyond the study scope. However, the study achieved its purpose, as the main intent was to provide hypothetical constructs that could guide further confirmatory/experimental studies for residential buildings as well as for other building types. Practical implications A succinct and easy-to-follow model was developed as implementation pathway for operationalising the key findings of the study in the industry. The model highlights the Owner-Architect-Contractor Influence Triangle (OACIT) as the 20 per cent of the solutions that could deliver 80 per cent of the productivity improvement in the RBLC. Originality/value This study re-examines productivity issues not only from a life-cycle perspective but also from the perspectives of the majority of the key role-players. In addition, the OACIT concept offers a novel productivity improvement tool; it stresses that productivity in the traditionally procured building lifecycle could be optimised if the architect could focus greater attention on brief articulation and the issuance and review of design and specification information. Also, the owner should adopt productivity-enhancing procurement and contract strategies and emphasise more on value-addition and less on lowest tender price.

A preliminary investigation on use of construction apps in New Zealand

The construction sector is a key driver of economic growth in New Zealand; however its productivity is low. Prior research has suggested that ICT (information and communication technologies) can help enhance efficiency and productivity. Currently there are a large number of smartphone apps developed for the construction industry. In this study we have conducted a preliminary investigation on the use of construction related apps and to obtain a general view on uptake of smartphone apps in the small and medium enterprise construction sector within New Zealand. Empirical data has been obtained through interviews conducted with 14 members of the New Zealands registered master builders. Data analysis reveals that majority construction workers use smartphones (iPhone and Android) and generally have a positive attitude towards adoption of smartphone apps. However, more needs to be done to improve the visibility of apps to construction personnel. Suggestions to help the uptake of mobile apps in the New Zealand construction industry comprise conducting trainings, workshops, promotions, changing from top-down approach and providing some scenarios or examples to indicate that productivity can be improved with apps. This study provides a snapshot view of the pervasiveness of smartphone apps in the construction sector and leads to insights for conducting further research on a larger scale regarding use of construction apps.