Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.13/35522

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Title
The development of 'soft' strategic indicators for international client satisfaction
Author/Creator
London, Kerry;  Chen, Jessica
Institution
The University of Newcastle. Faculty of Engineering & Built Environment, School of Architecture and Built Environment
Description
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.
Relation
1st Clients Driving Innovation International Conference. Proceedings of Clients Driving Innovation International Conference 2004 (Surfers Paradise, Qld. 25-27 October, 2004)
Relation
http://www.construction-innovation.info/index.php?id=28
Date
2004
Publisher
CRC for Construction Innovation
Keyword(s)
strategic design management;  social, cultural and intellectual capital;  business sustainability;  construction design firms
Resource Type
conference paper
Identifier
http://hdl.handle.net/1959.13/35522
Identifier
ISBN:0975097733
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"The development of 'soft' strategic indicators for international client satisfaction"
 
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