The construction industry forms an important part of national economies from the United States and the United Kingdom to Australia and Singapore. The industry is a large employer and is described as being traditional, fragmented, adverse in culture and poor in quality. It has a specific problem of two types of production, namely design and actual construction. Human resource issues are neglected as the industry operates by project management, which does not allow for systematic and long term organisational development. These factors, in short, have caused the industry to remain disintegrated. / The purpose of this research was to investigate how a process of integrating internal and external customers and technology could be developed and implemented in the building components industry. The research problem revolved around the customer orientation concept, which other industries claim to have implemented successfully. The research problem was conceptualised as lack of internal and external customer orientation. / The research was carried out in a company called Eastern Pretech Pty. Ltd in Singapore, and more particularly in its precast concrete division, which is a unit of analysis employing some 80 staff members and 300 workers. The sequential order of work-design, production, delivery and installation- had created disintegration in the approach to external customers. The products of the division included design, manufacturing and delivery/installation of structural frames of buildings, including columns, beams, slabs and walls. / For the purpose of undertaking the investigation the researcher developed an exploratory case study strategy, which was justified as being an inquiry into unknown phenomena where no similar studies had been made in the precast concrete industry or in the construction industry in general. Because of the exploratory nature of the inquiry there were no hypotheses to be tested, but rather research questions to be answered. / The researcher justified the use of participant action research for the purpose of the investigation. The research design was divided into conceptual and action research method stages. The conceptual stage included the past experience and interest of the researcher and well as the literature review, and the action research method stage included the case study analysis and thesis writing. The researcher was a participant observer when carrying out the case research. / In conclusion, the exploratory case study strategy resulted in rich data, which showed evidence of change occurring and integration happening. The action research case study was concluded in a real life situation, where the uncertainty of outcomes and almost impossibility of forecasting results allowed the researcher to use imagination in constructing new concepts and theories using the participant action research method. The results included the development of an ICO model which can form the basis for further investigations. The research made contributions to marketing and other aspects of management- in particular to customer orientation, total quality management and the organisational development literature in the area of construction. The research also fulfilled the dual goals of action research by contributing to knowledge and practice. / Thesis (PhD)--University of South Australia, 2002.

Thesis (M.B.A.)--University of Hong Kong, 1993. / Includes bibliographical references (leaves 46-47).

The purpose of this research was to investigate how a process of integrating internal and external customers and technology could be developed and implemented in the building components industry. The research problem revolved around the customer orientation concept, which other industries claim to have implemented successfully. The research problem was conceptualised as lack of internal and external customer orientation.

by Ng Cho-yin, Tony, Ha Woon-chun, Mary. / Bibliography : leaf 70 / Thesis (M.B.A.)--Chinese University of Hong Kong, 1982

A research report submitted to the Faculty of Management, University of the Witwatersrand, Johannesburg, in partial fulfilment of the requirements for the degree of Master of Management. September 1995 / The aim of this research Was to investigate the management principles, key philosophies and culture of CASHBUILD LTD (Cashbulld). The Cashbuild Group is a leading wholesale and retail supplier of building materials in Southern Africa. The unique management style of Cashbuild has been widely popularized over the past fifteen years. As demonstrated by largest ever recorded sales of a South African business book, "The Corporate crusaders", by Koopman, Nasser and Nel, a publication which popularized the Cashbuild story. Opinion amongst many South African academics in the management field, has held that Cashbuild is unique management approach can provide an Afrocentric archotype for all South African organisations currently attempting to adapt to fundamental environmental shifts. The methodology takes the form of a qualitative case study. The "Four World" Business Sphere Model of Ronnie Lessem was used as an analysis tool. In the spirit of an Afrocentric style this paper does not only focus on the tangible and observable systems and structures of the organisation, but explores the values of key individuals and the very spirit of that company. The chosen data sources include direct observation,relevant

Thesis (Ph. D.)--Open University. BLDSC no. DX204584.

The construction industry forms an important part of national economies from the United States and the United Kingdom to Australia and Singapore. The industry is a large employer and is described as being traditional, fragmented, adverse in culture and poor in quality. It has a specific problem of two types of production, namely design and actual construction. Human resource issues are neglected as the industry operates by project management, which does not allow for systematic and long term organisational development. These factors, in short, have caused the industry to remain disintegrated. / The purpose of this research was to investigate how a process of integrating internal and external customers and technology could be developed and implemented in the building components industry. The research problem revolved around the customer orientation concept, which other industries claim to have implemented successfully. The research problem was conceptualised as lack of internal and external customer orientation. / The research was carried out in a company called Eastern Pretech Pty. Ltd in Singapore, and more particularly in its precast concrete division, which is a unit of analysis employing some 80 staff members and 300 workers. The sequential order of work-design, production, delivery and installation- had created disintegration in the approach to external customers. The products of the division included design, manufacturing and delivery/installation of structural frames of buildings, including columns, beams, slabs and walls. / For the purpose of undertaking the investigation the researcher developed an exploratory case study strategy, which was justified as being an inquiry into unknown phenomena where no similar studies had been made in the precast concrete industry or in the construction industry in general. Because of the exploratory nature of the inquiry there were no hypotheses to be tested, but rather research questions to be answered. / The researcher justified the use of participant action research for the purpose of the investigation. The research design was divided into conceptual and action research method stages. The conceptual stage included the past experience and interest of the researcher and well as the literature review, and the action research method stage included the case study analysis and thesis writing. The researcher was a participant observer when carrying out the case research. / In conclusion, the exploratory case study strategy resulted in rich data, which showed evidence of change occurring and integration happening. The action research case study was concluded in a real life situation, where the uncertainty of outcomes and almost impossibility of forecasting results allowed the researcher to use imagination in constructing new concepts and theories using the participant action research method. The results included the development of an ICO model which can form the basis for further investigations. The research made contributions to marketing and other aspects of management- in particular to customer orientation, total quality management and the organisational development literature in the area of construction. The research also fulfilled the dual goals of action research by contributing to knowledge and practice. / Thesis (PhDManagement)--University of South Australia, 2002.

In recent years distribution has undergone dramatic changes. Some industries have experienced revolutionary changes, others minor, but in all industries distribution has become an extremely vital area. One of the reasons for the recent prominence of distribution is the increasingly competitive environment experienced by many industries. As competition increases within an industry, manufacturers often find it necessary to improve their efficiency, and distribution is an area with vast potential. The wholesaler is one of the most important institutions in a distribution system. He has also been confronted with more competition than many other institutions. The wholesaler will be the focus of attention in this study of the British Columbia Building Materials Industry. It is the objective of the thesis to study the competitive environment of the independent wholesaler in British Columbia, and to determine whether or not he will continue to perform a function in future years. To accomplish the objective, it is necessary to determine the nature of competition with which the wholesaler is confronted, why it exists, and whether or not it is unique to this industry. It is also necessary to determine distribution trends in other industries and whether there exist patterns that are common to this industry. The analysis of changing patterns of distribution focused on United States industries, with particular attention devoted to the Building Materials Industry. The conclusion was that certain trends pre-dominate distribution patterns, including integration, franchising, direct selling and the formation of buying groups for direct buying. Many of these trends are common to the B.C. building materials industry. There are two main types of competition that all wholesalers, (including the building materials wholesaler) are confronted with. The first is the tendency for manufacturers to sell direct to retailers and final users. The second is the desire of retailers to form buying groups and through bulk purchasing establish direct contacts with manufacturers, thereby circumventing the wholesaler. Aside from these two types of competition there are other pressures the building materials wholesaler faces that appear to be unique to this industry, one of these being an allowable margin of operation that is more historical than relevant to costs of operation. There are two primary reasons why the building materials wholesaler is confronted with this competition. The first reason is the wholesalers failure to give manufacturers and retailers the service they require and desire. The second reason is the feeling of manufacturers and retailers that they can perform the functions of distribution more efficiently than the wholesaler, and in the case of manufacturers, they can also attain more control of the marketing of their products. It has been proven to wholesalers that they are dispensable, and this has brought forth a self assessment of their functions in many industries. Those that realize they must be flexible to the changing environment have attained a new and prominent position in the distribution system, by offering the services their customers desire. Those that have remained static have been phased out. This study concludes that the Building Materials Industry will always have need of the wholesaler. However, to have a successful operation the wholesaler must be flexible to the dynamic environment, and offer the service manufacturers and retailers desire. This must also be accomplished at a reasonable level of cost. It is argued that this can best be attained through implementation of the physical distribution concept, (offering efficiency in operating methods) and a sound merchandising program. / Business, Sauder School of / Graduate

by Sitt Wing-leung William. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1995. / Includes bibliographical references (leaves 64-65). / ABSTRACT --- p.iii / TABLE OF CONTENTS --- p.v / LIST OF FIGURES --- p.vii / LIST OF TABLES --- p.viii / ACKNOWLEDGEMENTS --- p.ix / Chapter / Chapter I. --- INTRODUCTION / The Development of Quality --- p.1 / Rise of International Quality Standard --- p.2 / ISO 9000 Quality Standard --- p.3 / Significance of ISO 9000 --- p.5 / Maintenance Management --- p.7 / Project Objective --- p.8 / Chapter II. --- RESEARCH METHODOLOGY / Case Study Approach --- p.10 / Settings and Timeframe --- p.10 / Data Collection --- p.11 / Literature Review --- p.12 / Chapter III. --- MAINTENANCE MANAGEMENT / Company Profile --- p.13 / Maintenance Department --- p.14 / Repair and Maintenance --- p.16 / Problems Encountered --- p.18 / Improved Operating System --- p.21 / Benefits of the New System --- p.28 / Limitations of the New System --- p.29 / Chapter IV. --- APPLICATION OF ISO 9000 QUALITY SYSTEM / 14Elements Applied to Maintenance Department --- p.31 / Implementation Process --- p.41 / Difficulties Encountered --- p.45 / Hints to Successful Implementation --- p.47 / Benefits and Drawbacks --- p.50 / Chapter V. --- CONCLUSION / Summary --- p.53 / Recommendations for Further Study --- p.55 / APPENDIX --- p.57 / BIBLIOGRAPHY --- p.63

published_or_final_version / Business Administration / Master / Master of Business Administration