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Article
Publication date: 4 December 2018

Hedley Smyth, Meri Duryan and Illona Kusuma

Project execution is dependent upon management support from the firm. The purpose of this paper is to examine the extent to which main contractors and supply chain members…

Abstract

Purpose

Project execution is dependent upon management support from the firm. The purpose of this paper is to examine the extent to which main contractors and supply chain members design their service provision in order to enhance the service experience. Marketing and service design (SD), theorized in terms of business development management, are examined to assess their effect upon service experience during project execution.

Design/methodology/approach

An interpretative methodology was used to identify patterns and significant factors perceived through the lens of business development managers in ten main contractors.

Findings

Main contractors provide a systems integration service, yet service provision was found to be limited and was frequently stated as “off the radar.” Clients are realizing sub-optimal value in service experience, and users and other societal stakeholders are realizing sub-optimal value in context during use.

Research limitations/implications

There is a need to address marketing and SD research to offer prescriptive guidance to practitioners, in particular using knowledge management as lever for improvement.

Social implications

Society is in receipt of sub-optimal facilities and therefore both socially falls short of meeting well-being and policy goals, and economically under-performs.

Originality/value

Contributions are made to the marketing and management theory on project markets where selling occurs ahead of provision. Scant support for construction marketing; a lack of the guidance on managing interactions in co-creating value; and the absence of SD among leading main contractors to deliver value had been reported.

Details

Built Environment Project and Asset Management, vol. 9 no. 1
Type: Research Article
ISSN: 2044-124X

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Article
Publication date: 6 February 2017

Hedley Smyth, Aaron M. Anvuur and Illona Kusuma

Examine the extent of integration in delivering value from design and construction (DC) activities for total asset management (TAM) and operations post-completion. DC and…

Abstract

Purpose

Examine the extent of integration in delivering value from design and construction (DC) activities for total asset management (TAM) and operations post-completion. DC and operations and management (OM) are both addressed. The problem owners are those in roles and organisations responsible for integrating DC with OM. The purpose of this paper is to show the extent of integration between actors along the project lifecycle. Relationally integrated value networks (RIVANS) provide the conceptual lens for the analysis.

Design/methodology/approach

A mixed method approach was used. A questionnaire survey and semi-structured interviews were employed.

Findings

There is a lack of engagement between DC and OM. The trend is moving counter to integration. BIM is not found to be a technical solution.

Research limitations/implications

The mixed method helps extend the RIVANS perspective. Further research to understand and support integration is needed, especially qualitative research to provide greater granular understanding.

Practical implications

The identified trend away from integration poses management challenges in delivery and for sustainability in use. Supply chains engage specialists, yet internal and inter-organisational collaboration require management attention to value creation. This includes the DC-OM interface. Both sides can benefit from increased engagement.

Social implications

Infrastructure and property provision will continue to fall short of user and environmental functionality without improved integration.

Originality/value

A contribution to the project and asset management interface is made, showing low integration, disengaged asset management. BIM is unable to plug the gaps. The RIVANS analytical lens provides a perspective for improvement.

Details

Built Environment Project and Asset Management, vol. 7 no. 1
Type: Research Article
ISSN: 2044-124X

Keywords

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Article
Publication date: 6 February 2017

Mohan Kumaraswamy

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Abstract

Details

Built Environment Project and Asset Management, vol. 7 no. 1
Type: Research Article
ISSN: 2044-124X

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