Marx, H J (2011) Key performance indicators measuring contractor satisfaction. In: Egbu, C and Lou, E C W (eds.) Proceedings of 27th Annual ARCOM Conference, 5-7 September 2011, Bristol, UK.
Abstract
Annual monitoring of the condition of the South African construction industry is vital to enable government and other role players to evaluate the impact of current interventions for timely and pro-active implementation of revised legislation, strategies and development programs to act as an updated roadmap for the future well-being and growth of the industry. This monitoring of the construction industry is done annually by the Construction Industry Development Board (CIDB) by using key performance indicators. A database with contact particulars of employers, contractors and agents (consultants) involved in more than 2806 projects completed in 2009 was compiled. Three separate survey forms were faxed or e-mailed to them. Their responses were captured in a Microsoft Access database. The scope of this paper is limited to the results received from the contractors. Where possible the results were compared with those obtained from previous similar surveys. It was found that three percent of all projects were completed at a loss to the contractor. Contractors received their certificate payments on time on only 52% of all projects. The national departments and public corporations improved with regard to timeous payment compared to the previous survey. Contractors were least satisfied with National and Provincial Departments and Metropolitan Councils for their ability to manage claims. This paper contributes to the understanding of the construction industry and gives a marked-up roadmap with pitfalls to avoid on the way forward. Government can make use of the results obtained to timely and pro-actively implement revised legislation, strategies and development programs to ensure the well-being and growth of the industry.
| Item Type: | Conference Paper (Paper) |
|---|---|
| Uncontrolled Keywords: | cii; key performance indicators |
| Index terms: | program, monitoring, well-being, agent, construction industry, implementation, legislation, satisfaction, key performance indicator, strategy, construction industry development, database, survey |
| Subjects: | contractual arrangements, legal systems, project delivery, practitioner, control systems, data collection methods, mental health and wellbeing, industry analysis, data management, development economics, management, software systems |
| Topics: | Site Management, International Construction, Digital Applications, Legal Issues, Procurement, Roles and Professions, Research Practice, Project Management, Health and Safety, Business Strategy |
| Descriptive scope: | 5 PCTEA |
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