Interorganizational communication and ICT in construction projects: a review using metatriangulation

Adriaanse, Adriaan Maria; Voordijk, Hans

doi:10.1108/14714170510815230

Cited by 29 publications

(16 citation statements)

References 48 publications

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“…The value is very important as construction projects involve a large flow of construction documentary information linking project participants during both design and construction phases (Peansupap and Walker (2005). This study leads to a conclusive decision that the rapid evolution of ICT offers opportunities to enhance communication between participants in construction projects and to enable more effective and efficient communication, (Egbu et al, (2001) in Adriaanse and Voordijk (2005), pp. 2).…”

Section: Resultsmentioning

confidence: 99%

“…The word Information, communication and technology can be understood from different perspectives as well as towards an ICT view, as a whole new meaning of its own. Adriaanse and Voordijk (2005) give explanation from the functionalist (positivistic, 'scientific') perspective that "ICT is a neutral provider of input for decision making". In this point of view communication is no more than distribution of information.…”

Section: What Is Ict?mentioning

confidence: 99%

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Information and communication technology in the construction industry

Onyegiri¹,

Nwachukwu²

2011

AJSIR

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Although communication is an essential value in construction projects, the construction industry is confronted with the importance and use of information and communication technology (ICT). As most firms in developed countries have increased and will increase further their investment in ICT, this has raised productivity within their construction industry and resulted in an increase in the quality and speed of work, financial controls, communications, and access to common data. Firms in the third world countries are yet to understand this essential value and its importance to the development of their construction sector. However, the benefits of ICT come at a cost since the complexity of work, the administrative needs, the costs of doing business, the continual demand for upgrading and the greater knowhow required. In this study, the objective is to document and analyse ICT, its importance, obstacles and preconditions for an effective use by focusing on literatures and journals concerning communication in construction projects. The two most important areas of future research are the implementation of computer-integrated design and construction, and the development of new tools to support concurrent practice and to assist construction project managers in the conceptual stages.

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Section: Resultsmentioning

confidence: 99%

Section: What Is Ict?mentioning

confidence: 99%

Information and communication technology in the construction industry

Onyegiri¹,

Nwachukwu²

2011

AJSIR

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“…In addition, Hewden Construction Company, UK adopted Strengths, Weaknesses, Opportunities and Threats (SWOT) analysis to increase its competitiveness and innovation in a difficult market, enabling the company to fulfil its customers' needs (The Times 100 Business Case Studies, 2013d). Moreover, improving communication amongst participants of the project network (Adriaanse & Voordijk 2005) and continuous examination of quality systems to ensure their response to ever-changing customer requirements and expectations (Goetsch et al 2000) enables organizations to gain customer satisfaction through flexible and prompt handling of customer queries and complaints (Ahmed & Kangari 1995;Chittenden et al 1998;Roy & Cochrane 1999) as well as resolving conflicts (Leung et al 2002). For example, Connaught Partnership Ltd., which provides a range of asset management and compliance services in the UK, improved communication with its customers through using the latest technology, a web-based system that controls the way maintenance work is allocated and delivered, measures residents' satisfaction and presents a complete audit trail visible to involved parties (Construction Excellence 2013a).…”

Section: Identification Validation and Classification Of Customer Samentioning

confidence: 99%

An international index for customer satisfaction in the construction industry

Othman

2015

International Journal of Construction Management

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In a competitive business environment, like construction, achieving customer satisfaction has been identified as a key measure for the success of construction projects and an effective tool for sustaining competitive advantage. This perspective emerges from the crucial role played by customers as the core of the construction industry and a driving force for improvement. Traditionally, customers are excluded from the design and construction process and decisions are made on their behalf. Organizations which fail to take account of their customers' needs and satisfaction encounter the risk of losing their customers. In spite of the contribution of the national customer satisfaction barometers and indices that have been developed worldwide, these have their own limitations and shortcomings that hinder their adoption and application globally. Hence, this paper aims to develop an international index of customer satisfaction in the construction industry. To achieve this aim, a research methodology consisting of a literature review, case studies and a survey questionnaire was designed to accomplish four objectives. Firstly, the literature review is used to investigate the concept of customer satisfaction and identify the drivers that lead to customer satisfaction in the construction industry. Secondly, 30 case studies are collected and analysed to validate the drivers identified in literature review and add new insights. Thirdly, the identified drivers are classified into two categories based on the different phases of the project life cycle and the construction industry's contribution as product-related and/or service-related drivers. Finally, an international survey questionnaire is conducted with a sample of members of the Co-operative Network for Building Researchers (CNBR) to quantify the identified drivers and define the most important ones. The International Index for Customer Satisfaction in Construction (IICSiC), developed from this research, represents a synthesis that is novel and creative in thought and adds value to the knowledge in a manner that has not previously been found in construction literature.

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“…pation, partnership, commitment, lean management and anti-briber y) [29], [68], [69], [78], [79]. amongst participants or project n etwork [84].…”

Section: Management Related Driversmentioning

confidence: 99%

“…Another example, Hewden construction company, UK adopted the SWOT analysis to increase its competitiveness and Vol.4, No.4 / Dec 2014 innovation in a difficult market which enabled the company to fulfill its customers' needs [83]. Moreover, Improving communication transfer amongst participants or project network [84] and continuous examination of qu ality system to ensure its response to ever-changing custo mer requirement and expectation [5] helps organizations t o gain customer satisfaction through flexible and prompt handling of customer queries and complaints [26], [29], [75] as well as resolving conflicts [79]. For example, Connaught Partnership ltd. which provides a range of asset management and compliance services in the UK, improved the communication with its customers through using the latest technology, a WEB based system that controls the way maintenance work is allocated and delivered, measures residents satisfaction and presents a complete audit trail visible to involved parties [85].…”

Section: ) Rationale Of Organizational and Managementmentioning

confidence: 99%

An International Index for Customer Satisfaction in the Construction Industry

Othman

2014

Journal of Construction Engineering and Project Management

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In a competitive business environment, like construction, achieving customer satisfaction has been identified as an important element for measuring project's success and sustaining competitive advantage. Traditionally, customers were expelled from the product development process. Little effort was done, in the past to identify the factors that lead to customer satisfaction and hence, use them for product improvement. Organizations that adopted that approach, encountered the risk of losing their customers. In construction, end-users of governmental housing projects were excluded from the design decision making process and accordingly, their requirements were not reflected in design. Although a number national customer satisfaction indices and barometers have been developed worldwide, they have their own limitations and shortcomings. This paper aims to develop an international index for customer satisfaction in the construction Industry. For the first time in construction literature, this research identified, validated and classified 45 drivers for achieving customer satisfaction in the construction industry.

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Interorganizational communication and ICT in construction projects: a review using metatriangulation

Cited by 29 publications

References 48 publications

Information and communication technology in the construction industry

Information and communication technology in the construction industry

An international index for customer satisfaction in the construction industry

An International Index for Customer Satisfaction in the Construction Industry

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