From briefing to client requirements processing

The briefing process in construction, which is used to communicate client objectives for a project, is an evolutionary process where design is used to clarify client requirements. This approach implies that a solution is formulated from a hazy understanding of client requirements, and therefore has the potential of shifting focus from the client to the preferences of the designer(s). However, to ensure that construction is more client-oriented, there should be rigorous processing of client requirements before the start of conceptual design. This should be done through a structured framework which provides for the definition, analysis and translation of client requirements into design specifications that are solution neutral. This paper describes how this can be done through a Client Requirements Processing Model which is based on Quality Function Deployment, a technique used in manufacturing to translate customer requirements into appropriate product features. Client requirements processing enables a better understanding of client requirements, facilitates design innovation, and enhances the success of integrated procurement strategies (e.g. design and build) which require clear and unambiguous briefs as a very early stage. It also provides a necessary first step for ultimate client satisfaction through the effective encapsulation of client requirements in the design and construction process.