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 Wilcoxon's 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.Building development, criticality index, needs assessment, performance measurement, satisfaction measurement,

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The result of a preliminary survey of factors affecting construction time is described. The objective of the survey which was conducted in the UK was to prioritize factors which are taken into consideration by accomplished contractors in planning the construction time of buildings. A significant degree of consistency in ranking 'timeinfluencing factors' was found. The most important factors are apparently those which can readily be identified or deduced from project information and whose impact on construction time can generally be assessed explicitly by mathematical and judgemental analyses. IntroductionVarious factors affect the construction time of buildings and to varying degrees. T h e objective of this paper is to prioritize time-influencing factors from the viewpoint of those involved with construction activities on sites, i.e. the contractors. Nkado (1991) has shown that prioritizing time-influencing factors is a useful basis for modelling and predicting construction time.Construction time can be regarded as the elapsed period from the commencement of site works to the completion and handover of a building to the client. The construction time of a building is usually specified prior to the commencement of construction. Construction time can also be deduced from the client's brief or derived by the construction planner from available project information.Construction time, although only a part of the lifecycle duration of buildings, is increasingly important for several reasons. T h e construction period demands the focus of attention of all the key participants in the construction process. I t is during this period that the greatest part of the resources for a scheme is irreversibly committed. Furthermore, construction time is a basis for evaluating the success of a project and the efficiency of the project organization. Indeed, completing projects on time is symbolic of an efficient construction industry (NEDO, 1988). In contrast, severe criticisms of the industry arise when buildings take much longer than planned to erect (Bennett et al., 1979;Flanagan et al., 1986;Southgate, 1988;Mobbs, 1989). Time-influencing factorsThere is no consensus in the literature on the identification of factors which affect stipulated, planned or achieved construction times of buildings. One reason for this is that researchers have largely viewed the subject from diverse perspectives. Such viewpoints include identification of discrete factors which affect productivity on-site and taking a systems view of the construction process and end-product.The factors which have been described as affecting site productivity and, impliedly, construction time include buildability (Ferguson, 1983), management and leadership (Grant, 1984), knowledge of subcontractors work, the nature of relationships between the general contractor, subcontractor and client's agent (Russell and McGowan, 1987) and the degree of coordination in design information and the completeness of project information (Gordon, 1988). Ahuja and Nandakumar (1984) listed othe...

The prevalence of client dissatisfaction in the South African building industry is a consequence of non-achievement of set project objectives due to identifiable constraints. The paper presents the results of investigations into the nature, magnitudes and frequencies of occurrence of these constraints. The descriptive survey method was used with qualitative data gathering through semi-structured interviews, and quantitative data gathering using structured questionnaires. Multi-attribute methods and rank correlation tests were used in the data analyses. A set of consultants' and contractors' acts of omission or commission is shown as the most influential and most frequently occurring factor constraining successful project delivery in the South African building industry. The controllable factors account for 67% of the perceived discrepancies between expected and actual outcomes of project development. An Influence-Frequency matrix was developed and applied as a conceptual framework for establishing the risk levels of the identified project constraints. The application of this framework is recommended as an effective approach to risk analysis and risk response development in project management.Development constraints, Influence-Frequency matrix, project management, project success criteria, risk management,

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The implementation of an effective maintenance management system is vital if the maintenance of assets of any organisation or institution is to be managed effectively. A survey was undertaken among tertiary educational institutions in South Africa to identify a list of best practice criteria and to prioritise these in order of importance. The study evaluated the performance of the existing maintenance management systems used by tertiary educational institutions to determine whether there is a need to improve current maintenance management systems. Results showed that existing performance is far below best practice standards and that the use of computerised maintenance management systems is very limited. This led to the development of a model to assist maintenance managers at tertiary educational institutions to evaluate and improve their existing approaches to maintenance management.Maintenance management, modelling, South Africa, universities,

A competency-based review of professional quantity surveying is important for service excellence and has continuing relevance in the built environment of the 21st century. A survey of quantity surveyors in professional practice in South Africa has provided a new perspective on the relative importance of competencies required for current and future quantity surveying services, and revealed notable gaps between the important competencies and current proficiency levels among practitioners. The survey was based on a structured questionnaire reflecting 23 defined competencies, which were derived from the literature and from in-depth interviews with selected practitioners. The results indicated that technically orientated competencies were rated of highest importance for current services, while management orientated competencies were rated of higher importance for future services. The profession was rated as deploying below average proficiency levels in marketing, advanced financial management, leadership and general management, and project management, although these received high current and future importance ratings. The findings suggest that initial and continuing education and training of professional quantity surveyors should emphasize the development of management-orientated competencies.Competencies, ranking, quantity surveyors, South Africa,

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