The development of 'soft' strategic indicators for international client satisfaction

London, Kerry Anne and Chen, Jessica 2004, The development of 'soft' strategic indicators for international client satisfaction, in PICMET 2004: Proceedings of Clients Driving Innovation International Conference 2004, Cooperative Research Centre for Construction Innovation, Brisbane, Qld., pp. 1-17.

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Title The development of 'soft' strategic indicators for international client satisfaction
Author(s) London, Kerry Anne
Chen, Jessica
Conference name Clients Driving Innovation International Conference (2004 : Surfers Paradise, Australia)
Conference location Surfers Paradise, Australia
Conference dates 25-27 October 2004
Title of proceedings PICMET 2004: Proceedings of Clients Driving Innovation International Conference 2004
Editor(s) Hampson, Keith
Publication date 2004
Start page 1
End page 17
Publisher Cooperative Research Centre for Construction Innovation
Place of publication Brisbane, Qld.
Keyword(s) strategic design management
social, cultural and intellectual capital
Summary Despite the increasing significance of the construction industry as an emerging sector of the Australian economy, there is inadequate research performed on construction design firms in terms of theoretical and empirical foundations. Although past research has identified the barriers and success factors for firm market entry, evidence suggests that to date no research has explicitly explored the sustainability of construction design firms in international markets. SMEs and their approach to firm internationalisation differ significantly from large manufacturing firms and a vast majority of construction design firms operate as SMEs. This paper develops a sustainable business model for construction design SMEs, which rely upon the development of clear Client Following (CF) versus Market Seeking (MS) strategies to support internal firm strategic and operational management. The understanding of these strategies is vital as the application of either will shape the design management approach of firms, which would in turn impact on the sustainability of these firms in foreign markets. Long-term sustainability of firms in international markets relies heavily upon client satisfaction. Client and project team participants’ communication during various design processes has often been problematic and the added difficulty of communicating across international boundaries further compounds the problem of capturing and maintaining client’s requirements. Therefore this paper develops a model for business sustainability of Australian construction design firms working in international markets by exploring factors that affect client satisfaction across international boundaries, through the development of business performance indicators. These include not only the critical financial capital but also other ‘softer’ indicators, namely: social, cultural and intellectual capital. These act as a firm’s measure of success and the acquisition of this type of capital will provide significant advantages to firms’ success, hence sustainability in international markets.
ISBN 9780975097731
Language eng
Field of Research 120201 Building Construction Management and Project Planning
Socio Economic Objective 970112 Expanding Knowledge in Built Environment and Design
HERDC Research category E1.1 Full written paper - refereed
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