Developing a Reference Framework for Claim Management Office: A Multi-Method Approach of an International Construction Firm
A claim management office (CMO) is a new intra-organisation fit based on an organisational project management (OPM) approach and deals specifically with improving claim performance. However, CMOs are either misunderstood or often overlooked in construction companies, mainly due to ignorance of the O...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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MDPI AG
2023-06-01
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| Series: | Buildings |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2075-5309/13/7/1692 |
| _version_ | 1827733602254716928 |
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| author | Ali Mohammad Mirzaee David Edwards Wellington Didibhuku Thwala |
| author_facet | Ali Mohammad Mirzaee David Edwards Wellington Didibhuku Thwala |
| author_sort | Ali Mohammad Mirzaee |
| collection | DOAJ |
| description | A claim management office (CMO) is a new intra-organisation fit based on an organisational project management (OPM) approach and deals specifically with improving claim performance. However, CMOs are either misunderstood or often overlooked in construction companies, mainly due to ignorance of the OPM context but further exacerbated by a lack of real case study research on how to adopt CMOs in these organisations. To address this knowledge gap, this present study integrates organisational ambidexterity with X-inefficiency theory (due to organisation intra-firm irrational decisions when managing such claims) to generate a reference framework for the CMO by probing its implementation within an international construction firm. A multi-method approach, including a single case study (a firm which adopted a CMO) and internal and external expert panels, was used for sampling, data collection, analysis and validation of the framework. The reference framework provides new perspectives on how construction-related companies and practitioners can adopt a CMO structure, which enables them to improve claims performance by planning in three interrelated activities, viz. function-, process- and performance-based. Theoretically, findings also contribute to the X-inefficiency and organisational ambidexterity theories, specifically, how different influences among the reference framework’s elements lead to better organisational claim performance as a plausible roadmap for future work. |
| first_indexed | 2024-03-11T01:14:32Z |
| format | Article |
| id | doaj.art-57829035d9534aa09b6acfba4c51f033 |
| institution | Directory Open Access Journal |
| issn | 2075-5309 |
| language | English |
| last_indexed | 2024-03-11T01:14:32Z |
| publishDate | 2023-06-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Buildings |
| spelling | doaj.art-57829035d9534aa09b6acfba4c51f0332023-11-18T18:37:29ZengMDPI AGBuildings2075-53092023-06-01137169210.3390/buildings13071692Developing a Reference Framework for Claim Management Office: A Multi-Method Approach of an International Construction FirmAli Mohammad Mirzaee0David Edwards1Wellington Didibhuku Thwala2Department of Civil Engineering, Faculty of Civil and Earth Resources Engineering, Central Tehran Branch, Islamic Azad University, Tehran 1469669191, IranDepartment of the Built Environment, Millennium Point, City Centre Campus, Birmingham City University, Birmingham B4 7XG, UKDepartment of Civil Engineering, College of Science Engineering and Technology, University of South Africa, Pretoria 0002, South AfricaA claim management office (CMO) is a new intra-organisation fit based on an organisational project management (OPM) approach and deals specifically with improving claim performance. However, CMOs are either misunderstood or often overlooked in construction companies, mainly due to ignorance of the OPM context but further exacerbated by a lack of real case study research on how to adopt CMOs in these organisations. To address this knowledge gap, this present study integrates organisational ambidexterity with X-inefficiency theory (due to organisation intra-firm irrational decisions when managing such claims) to generate a reference framework for the CMO by probing its implementation within an international construction firm. A multi-method approach, including a single case study (a firm which adopted a CMO) and internal and external expert panels, was used for sampling, data collection, analysis and validation of the framework. The reference framework provides new perspectives on how construction-related companies and practitioners can adopt a CMO structure, which enables them to improve claims performance by planning in three interrelated activities, viz. function-, process- and performance-based. Theoretically, findings also contribute to the X-inefficiency and organisational ambidexterity theories, specifically, how different influences among the reference framework’s elements lead to better organisational claim performance as a plausible roadmap for future work.https://www.mdpi.com/2075-5309/13/7/1692claim management office (CMO)organisational project management (OPM)built environmentproject-based organisation (PBO)construction claim |
| spellingShingle | Ali Mohammad Mirzaee David Edwards Wellington Didibhuku Thwala Developing a Reference Framework for Claim Management Office: A Multi-Method Approach of an International Construction Firm Buildings claim management office (CMO) organisational project management (OPM) built environment project-based organisation (PBO) construction claim |
| title | Developing a Reference Framework for Claim Management Office: A Multi-Method Approach of an International Construction Firm |
| title_full | Developing a Reference Framework for Claim Management Office: A Multi-Method Approach of an International Construction Firm |
| title_fullStr | Developing a Reference Framework for Claim Management Office: A Multi-Method Approach of an International Construction Firm |
| title_full_unstemmed | Developing a Reference Framework for Claim Management Office: A Multi-Method Approach of an International Construction Firm |
| title_short | Developing a Reference Framework for Claim Management Office: A Multi-Method Approach of an International Construction Firm |
| title_sort | developing a reference framework for claim management office a multi method approach of an international construction firm |
| topic | claim management office (CMO) organisational project management (OPM) built environment project-based organisation (PBO) construction claim |
| url | https://www.mdpi.com/2075-5309/13/7/1692 |
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