Bazzan, J; Echeveste, M; Formoso, C T and Kowalski, J D S (2024) A data-driven customer complaint management model for residential building companies. Architectural Engineering and Design Management, 20(6), pp. 1381-1402. ISSN 1745-2007
Abstract
Many companies in charge of the development and construction of residential building projects do not appropriately manage customer complaint records, especially regarding providing feedback about quality. Data collection and procedures for data analysis are often ineffective, which limits the generation of knowledge. Previous studies on customer complaints have been mostly focused on the analysis of large databases but do not propose overall solutions for managing this type of information, including data collection and analysis. This investigation aims to devise a data-driven customer complaint management model for providing feedback to the design and production phases of residential building projects. This model has a set of protocols for: (i) data collection that can be used for developing digital applications; and (ii) analyzing defect cause–effect relationships, considering the experts’ perspective, by using Directed Acyclic Graph and Bayesian Network. This investigation was conducted in collaboration with a Brazilian residential building company, using Design Science Research as methodological approach. The main outcome of this investigation is a set of data collection and analysis protocols that support the migration from the traditional approach of simply providing repair services during the defect liability period to a data-driven customer complaint management approach that provides feedback to quality management systems. HIGHLIGHTS A customer complaint management model must consider several perspectives; Digital applications must be used to support the implementation of data collection on defects; A complaint management model must deal with the complexity of defect formation.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Bayesian network; causes; complaints; defects; residential building |
| Index terms: | design science research, data analysis, liability, complaint, collaboration, complexity, repair, customer complaint, residential building, bayesian network, database, migration, investigation, quality management system, implementation |
| Subjects: | maintenance engineering, demography, liability law, construction type, contractual arrangements, management, design practice, probabilistic model, data management, conflict resolution, systems engineering, data collection methods, project delivery, data analysis and analytics |
| Topics: | Design Practice, Urban Studies, Digital Applications, Organizational Design, Business Strategy, Research Practice, Stakeholder Management, Construction Technology, Legal Issues, Quality Management, Engineering Principles, Procurement |
| Descriptive scope: | 4 PCTA |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here