Straub, A D (2010) Competences of maintenance service suppliers servicing end-customers. Construction Management and Economics, 28(11), pp. 1187-1195. ISSN 1466433X
Abstract
Service-led construction projects imply major changes in methods and work processes for contractors and a need to reorganize the contracting company. A major change within a performance-based approach is that contractors act as maintenance-engineering consultants to clients and as service providers to end-customers. Offering new services demands additional resources, skills and competences of contractors. In performancebased maintenance partnerships contractors have the responsibility for the agreed performance of building components and clients' and end-customers' satisfaction during the entire contract period by handling planned and reactive maintenance. End-customers are particularly concerned with reactive or daily maintenance. Satisfaction is affected by the result of maintenance and especially the maintenance service delivery process. Maintenance contractors need knowledge about concepts such as whole-life costing, key performance indicators and service levels, and need communication and empathy skills, especially in dealing with endcustomers.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | competences; end-customers; maintenance; performance-based projects; service delivery |
| Index terms: | engineering consultant, partnership, key performance indicator, service delivery, satisfaction, performance-based, building component, whole-life costing, servicing, competence, construction project, maintenance contractor |
| Subjects: | personnel development, production management, service delivery, maintenance engineering, architectural elements, performance measurement, occupational health, professional, partnership management, practitioner, project delivery |
| Topics: | Stakeholder Management, Roles and Professions, Project Management, Health and Safety, Business Strategy, Human Resources, Quality Management, Design Practice |
| Descriptive scope: | 2 PC |
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