Service quality factors in the construction sector: A literature review :

o New Factors: Quality Aesthetic(Aesthetic, workmanship) ; Design(Flexibility,

Adaptability) ; Care in execution of work( Social responsibility ); Inovation(Sustainability,
Social responsibility)
o Traditional:
 Reliability(quality of work output., Reputation and experience, Delivery times)
 Responsiveness(Professionals skills, Workers behaviour, Technological tools, Incidents
resolution, Work disruptions)
 Assurance (Competence, Credibility, Confidentiality)
 Empathy(Access, Courtesy Communication, Understanding the customer, Interaction with
customers)
 Tangibles( Technological tools)

Barriers to applying the design-build procurement method in Hong Kong:

Contract: restriction on design flexibility
Barriers from the Client: Demand, attitude
Barriers from the Contractor: Cost of unsucceful tender, Extra risk on contractor, Lack of
experience in DB
Barriers Consultant: consultant may dis agree with contractor

QUALITY FUNCTION DEPLOYMENT IN DESIGN/BUILD PROJECTS:

CLIENT’S INFLUENCE: time, cost,quality
CONTRACTOR’S INFLUENCE: effectiveness, quality of design, attitude of contractor
OTHER INFLUENCES: local government, amount of elements and activities of the project, Cost review, Unrealistic
time frame given for tender period

Key drivers for adopting design build: A comparative study between project stakeholders:
Drivers for D-B adoption: Maximize the use of resources between project team members, Share expertise with project team members ,Greater responsibility for contractors to
communicate with other team members,Dispute prevention during the construction stage ,Interest in the design-build approach, Greater allocation of risks to ,High success rate ,
Reduce works variations, Improve the tendering procedures ,Better track record, Better project pricing, Create a win-win situation between project stakeholders , Early contractors
involvement in the design stage, Capable to provide clients with a guaranteed cost, Capable to provide clients with a guaranteed fixed schedule, organized project team structure.

Key D-B drivers between project stakeholders: Client financial capability, Adequate cash flow by the D-B contractor, High interest in construction management and design
knowledge ,Good teamwork ,Systematic tendering process ,Economic impact , Greater allocation of risks to contractors

CONTRACTOR SELECTION FOR DESIGN/BUILD PROJECTS:

Project nature: design/build contractor’s and client’s time management requirements, project Size, project scope,
estimated project cost, cost control/ demands/constraints, design aspects, construction aspects, site specific
Constraints, quality aspects,considerations of exceeding client’s expectations .
Best Value, Best and final offer, bidder comentancy and status of resources, finance, human
resources, organization and management, project-specific requirements, past experience, past performance,
technology, quality system, health and safety system, equipment.