Modelling strategic processes for a secondary experienced client in the service contract environment

Purpose: Construction client research states there are distinct types of clients from inexperienced to experienced but this existing research is from the construction industries perspective. From a secondary experienced construction client’s viewpoint, i.e., a client who needs infrastructure for their business needs, the infrastructure element is only part of their overall project. There are numerous processes developed by leading construction institutions and bodies across the globe for a client to develop infrastructure, but these are developed for the construction industry. This research is focused on a secondary experienced client developing the total project requirement for their business needs in a service contract environment. These projects are not just about construction but have interfaces with many different aspects from, the service contract requirements; specialist equipment requirements; and the built environment requirements. This research analysed the client’s projects within this serviced contract environment to understand the concerns, problems and risks from the client perception and then developed a client project process through a disruptive innovation approach to reduce the risks for the client when developing their solution to the service contract requirement.

Design / Methodology/ Approach: This research adopted the worldview of Pragmatic Constructivism which is primarily designed to research businesses and business processes. This worldview allows the researcher to become part of the research, which in this case, this researcher formed part of the management team overviewing the projects. Being action research, the research utilised a Soft Systems Methodology framework incorporating the Reality Construct Theory. The research was designed around a bounded single qualitative case study approach applicable to this worldview. Data collection was conducted with:

• Questionnaires with the client project staff team and the project supply chain.
• Project document data.
• Observational data collected by the researcher.

The data was analysed through a structured tabular thematic analysis which guided the development of the overall project client process programme. This programme development employed the iDef0 business functional method which provided a step-by-step solution. The overall research was conducted over five years with projects across Europe and the UK.

Findings: The output from the detailed analysis identified that these secondary experienced clients had gaps within the total project process that included IT systems, Knowledge, Procurement Processes and Project Processes. The client did rely on the professional bodies to guide them, but these professional bodies tended not to understand the full project requirement just their specific areas.

The recommendations from the detailed analysis called for a dedicated client-based processes for the overall project. This process provides a framework for client project teams to coordinate the multiple disciplines involved in delivering complex projects whilst guiding the client on critical decisions to be made at each stage. The solution can be utilised to reduce risk, improve quality, control budgets, and control the overall project.

Originality / Value: From the research it was found that there is currently no dedicated client project process for developing the client needs in the service contract situation. When researched, these types of projects account for circa 48% of all construction projects globally, because it could be argued that governmental infrastructure projects would fall into this category. This client project process is an overarching programme that incorporates the relevant information both internally and externally, giving the client staff autonomy to deliver the project in a decreased risk environment.