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Transforming the Built Environment through Construction Innovation

Taylor and Francis
Publication Date
  • Economics
  • Engineering
  • Political Science


This is the author’s version of a work that was submitted/accepted for pub- lication in the following source: Shirazi, A & Hampson, Keith D. (1999) Towards more complete satisfac- tion of customers in construction. In 2nd International Conference on Con- struction Process Reengineering, 11-13 July 1999, Sydney. This file was downloaded from: c© Copyright 1999 Please consult authors Notice: Changes introduced as a result of publishing processes such as copy-editing and formatting may not be reflected in this document. For a definitive version of this work, please refer to the published source: 1 TOWARDS MORE COMPLETE SATISFACTION OF CONSTRUCTION CLIENTS A. Shirazi Queensland University of Technology, Brisbane, Australia K. D. Hampson Queensland University of Technology, Brisbane, Australia 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

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