Construction management process reengineering performance measurements

Abstract

This study develops a construction management process reengineering performance measurement (CMPRPM) model based on an application of business process reengineering philosophy. Process operation time and customer satisfaction are used as efficiency and effectiveness evaluation indices. The CMPRPM model applies queuing theory to calculate process operation time in order to strike an optimal balance between process execution demand and manpower service capacity. In order to achieve customer satisfaction, customer demands are identified and a target attainability index is used to calculate process effectiveness. After integrating efficiency and effectiveness evaluation results, indices of process value (PV) and value improvement (VI) are proposed to allow performance prior to and after reengineering to be measured and compared. The proposed CMPRPM model addresses the performance of initial ("As-Is") and significantly reengineered ("To-Be") processes to facilitate successful BPR design. Results show that the construction industry stands to benefit significantly in terms of a successful BPR design by adopting the model proposed in this paper. Crown Copyright © 2008.