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Marx, H J (2011) Key performance indicators measuring contractor satisfaction. In: Egbu, C and Lou, E C W (Eds.), Proceedings 27th Annual ARCOM Conference, 5-7 September 2011, Bristol, UK. Association of Researchers in Construction Management, 931–9.

  • Type: Conference Proceedings
  • Keywords: CII; key performance indicators
  • ISBN/ISSN: 978-0-9552390-5-2
  • URL: http://www.arcom.ac.uk/-docs/proceedings/ar2011-0931-0939_Marx.pdf
  • Abstract:
    Annual monitoring of the condition of the South African construction industry is vital to enable government and other role players to evaluate the impact of current interventions for timely and pro-active implementation of revised legislation, strategies and development programs to act as an updated roadmap for the future well-being and growth of the industry. This monitoring of the construction industry is done annually by the Construction Industry Development Board (CIDB) by using key performance indicators. A database with contact particulars of employers, contractors and agents (consultants) involved in more than 2806 projects completed in 2009 was compiled. Three separate survey forms were faxed or e-mailed to them. Their responses were captured in a Microsoft Access database. The scope of this paper is limited to the results received from the contractors. Where possible the results were compared with those obtained from previous similar surveys. It was found that three percent of all projects were completed at a loss to the contractor. Contractors received their certificate payments on time on only 52% of all projects. The national departments and public corporations improved with regard to timeous payment compared to the previous survey. Contractors were least satisfied with National and Provincial Departments and Metropolitan Councils for their ability to manage claims. This paper contributes to the understanding of the construction industry and gives a marked-up roadmap with pitfalls to avoid on the way forward. Government can make use of the results obtained to timely and pro-actively implement revised legislation, strategies and development programs to ensure the well-being and growth of the industry.