Purpose: The construction sector has for many years been criticized for being ineffective, non-competitive and being expensive. Swedish construction firms needs to work with their experience feedback systems. But unfortunately it lacks tradition and experiences with this kind of work with experience feedback. Work in the construction sector usually is defined as craftmanship. Which means that errors are corrected as quickly as possible without understanding and analyzing the underlying causes of the errors and thus be able to control their production processes. The purpose of this study is to bring foward a theoretical model over information flows that could increase the efficiency of the experience feedback between construction projects. Method: The study’s approach was through a qualitative case study. Qualitative case study was chosen due to the need of a thorough analysis of the problem. The report’s theoretical framework is produced from a literature study which focused on experience feedback, knowledge management, incentives and motivation. The empirical accumulation consisted of six interviews conducted by the type of semi-structured and a document analysis. Findings: In the current situation oral feedback is the most common experience feedback from the construction site. Systems regarding experience feedback is not used due to lack of knowledge of the systems and information about how the work with experience feedback should be done is non-existent. Work with experience feedback does not take place continuously during the project and does not have any shall batch. There is no structure, responsibilities and guidelines regarding how the work with experience feedback should be done. This leads to uncertainty among service men concerning the definition of experience feedback. Due to that no information has been released to service men about how the systems works or what’s in the systems motivation to work with the experience feedback systems are failing. Implications: The conclusions of this report is that a knowledge bank should be made available to all service men within the company, from the knowledge bank experiences are reported in and out. During the project continuosly work should be done regarding experience feedback through meetings and at each construction site a responsible person should handle the reporting of experiences. There should be clear structures and guidelines of what the work with experience feedback includes. A responsible person should be handling the knowledge bank and ensure that only relevant information stores in the knowledge bank. Limitations: The report concerns incentive and motivation which is applicable in any organization, this promotes a generally valid result for the case study. The report delimitates from all database structures which are considered as positive due to the time it takes to analyze and make these structures. This would have indirectly been taking time from the analysis of the experience feedback systems and would make the study’s result less credible. / Syfte: Byggsektorn har under många år fått utstå kritik för att vara ineffektiv, konkurrensfattig samt ha en hög prissättning. Svenska byggentreprenader behöver därför jobba med sina erfarenhetssystem men tyvärr saknas traditionen och även erfarenheten med att arbeta med detta. Arbetet inom byggbranschen brukar kallas hantverkskunnande. Vilket innebär att fel rättas till så snabbt som möjligt utan att förstå och analysera de bakomliggande orsakerna till felen och på så sätt kunna styra sina produktionsprocesser. Målet med studien är att framställa en teoretisk modell över informationsflöden som skulle kunna effektivisera erfarenhetsåterföringen mellan byggprojekt. Metod: Studiens angreppssätt var genom en kvalitativ fallstudie. Kvalitativ fallstudie valdes på grund av att studien kräver en fördjupad analys av problemet. Rapportens teoretiska ramverk är framtaget från en litteraturstudie där fokus ligger vid erfarenhetsåterföring, knowledge management, incitament och motivation. Empiriinsamlingen bestod av sex stycken intervjuer som genomfördes av typen semistrukturerade och en dokumentanalys. Resultat: I dagsläget används mest muntlig erfarenhetsåterföring från produktionen. Systemen för erfarenhetsåterföring används inte då kännedomen om systemen är bristfällig och information om hur arbetet med erfarenhetsåterföring ska ske är obefintlig. Arbetet med erfarenhetsåterföring sker inte kontinuerligt under projektets gång och har ingen egen skallsats. Det saknas struktur, ansvar och riktlinjer om hur arbetet med erfarenhetsåterföring ska gå till vilket leder till en ovisshet bland tjänstemännen om vad arbetet med erfarenhetsåterföring innebär. Då ingen information har kommit ut till tjänstemännen om hur erfarenhetsåterföringssystemen fungerar eller vad som finns i systemen leder detta till att motivationen med att arbeta med erfarenhetsåterföringssystemen blir sviktande. Konsekvenser: Slutsatserna för denna rapport är att en kunskapsbank ska göras tillgänglig för alla tjänstemän inom företag där erfarenheter rapporteras in och ut. Under projektets gång ska det arbetas kontinuerligt med erfarenhetsåterföring genom möten och det ska finnas en ansvarsfördelning över in- och utrapportering av erfarenheter inom produktionen. Det ska finnas en tydlig struktur och tydliga riktlinjer ute i produktionen om vad som ska ingå i arbetet med erfarenhetsåterföring. En ansvarig person ska finnas för erfarenhetsåterföringen som ansvarar för kunskapsbanken och ser till att relevant information kommer in i systemet. Begränsningar: Rapporten berör incitament och motivation som är applicerbart i alla organisationer vilket främjar ett generellt giltigt resultat. Rapporten avgränsades från eventuella databasstrukturer vilket anses som positivt då mycket tid hade behövts för att skapa mappstrukturer och ordning i modellens kunskapsbank. Detta hade indirekt tagit tid från fördjupandet

Abstract Purpose: Contractors usage of inspection data for the purpose of experience feedback in order to improve the production processes is unusual. The usual procedure with the usage of inspection protocols is to use them as a tool for correcting building errors discovered at the time of the inspection. This report highlights the opportunities and challenges regarding a computer aided inspection process by studying what different people in the industry think about these issues. The aim of the study is to present a proposal on the structure of a program that handles inspection data in the purpose of experience feedback and statistics. The structure shows an example on how the information from inspection statements can be sorted. Method: The authors conducted a case study of a company that works with offsite construction. The data collection was performed through semi structured interviews at the company the study focuses on and also on another company in the same industry. To be able to conduct the interviews in a satisfying way the authors conducted a document analysis of previous inspection protocols as well as a literature study through which the authors became acquainted with the current research frontier. Findings: The data collection with following analysis, among other findings, resulted in that a digital inspection process would make the categorization of errors standardised which in turn would lead to better usage of the information provided from inspections. It was also found that companies within the industry wants to use a digital tool for experience feedback. Especially for, but not limited to, the ability to get statistics over what areas in the business that need improvement. The result most closely related to the aim of the study is the points the authors believe should be included in a specification for a digital tool, for managing inspection protocols and using them for experience feedback. These points are: minimal changes by hand, easy to navigate, the ability to keep statistics over inspection findings and the possibility to adapt the structure of the digital to the specific company or inspector. Implications: The core of the problem that the report intends to investigate is the weaknesses in how industrial contractors use the information from inspections. The result indicate that a digital tool may be part of the solution. With such a tool developed, with above mentioned points in mind, many of the reoccurring errors found through inspections would be made visible through the easy access of statistics. In this way companies that uses a tool like this would have an easier time to introduce changes in their operations to minimize errors. Limitations: The report is limited by the fact that it only targets companies that is working with offsite construction in an industrialized fashion and therefore only is privileged by their views of the issues. The inspectors, whom also would be affected by such a tool, is not included in this study. Keywords: ICT, experience feedback, offsite construction, inspection process, requirements engineering. Content is described in Swedish below. / Sammanfattning Syfte: Att industriella byggföretag använder sig av besiktningsprotokoll för erfarenhetsåterföring med syfte att förbättra produktionsprocessen är ovanligt. Det vanliga förfarandet handlar närmast om att använda protokollen enbart som åtgärdslistor för de fel som uppdagas vid besiktningstillfället. Denna rapport belyser möjligheter och utmaningar med en datorstödd besiktningsprocess genom att utreda vad olika personer i den industriella modulbyggbranschen tycker i dessa frågor. Arbetets mål är att presentera ett förslag på struktur för ett program som hanterar besiktningsanmärkningar för erfarenhetsåterföring. Strukturen ska visa hur informationen från besiktningsutlåtandena kan sorteras. Metod: Rapportförfattarna har utfört en fallstudie på ett företag inom industriellt modulbyggande. Datainsamlingen skedde genom semi-strukturerade intervjuer på företaget fallstudien fokuserar på och på ett annat företag i samma bransch. För att genomföra intervjuerna på ett bra sätt genomfördes en dokumentanalys av slut-besiktningsprotokoll från tidigare färdigställda projekt och det gjordes en litteratur-studie där rapportförfattarna bekantade sig med den nuvarande forskningsfronten i ämnet. Resultat: Sammantaget resulterade datainsamlingen, och analysen av denna, bland annat i att en digitaliserad besiktningsprocess hade kunnat göra kategoriseringen av fel standardiserad och att man då i högre grad kan utnyttja informationen i besiktnings-protokollen. Det visar sig också att de industriella byggföretagen i branschen vill använda sig av ett digitalt verktyg för erfarenhetsåterföring, framförallt men inte enbart för att få statistik över vilka områden i verksamheten som behöver förbättras. Det resultat som närmast svarar mot målet är de punkter som rapportförfattarna anser bör ingå i en kravspecifikation för ett digitalt verktyg för hantering av besiktningsprotokoll och erfarenhetsåterföring från dessa. Punkterna som rapportförfattarna kommer fram till är: minimal handpåläggning, lättnavigerat, möjlighet att föra statistik över besiktningsanmärkningar samt möjlighet att anpassa strukturen av det digitala verktyget utefter krav hos det specifika företaget eller besiktningsmannen. Konsekvenser: Kärnan i problemet som rapporten ämnar utreda är brister i hur industriella byggföretag i dagsläget använder sig av informationen i slut-besiktningsprotokoll. Rapportens resultat indikerar att ett digitalt verktyg kan vara en del i lösningen på problemet. Med ett sådant verktyg utvecklat efter ovan nämnda punkter som grund skulle många återkommande fel som idag upptäcks på slutbesiktningar synliggöras genom lättillgänglig statistik. På så sätt kan företag som använder ett sådant verktyg lättare införa förändringar i verksamheten för att minimera fel. Begränsningar: Rapporten begränsas i den mening att den endast riktar sig mot företag inom industriellt modulbyggande och då enbart deras åsikter i frågorna. Besiktningsmännen som också skulle påverkas av ett sådant verktyg ingår ej i studien. Nyckelord: ICT, erfarenhetsåterföring, industriellt byggande, besiktningsprocessen, requirements engineering.

Experience feedback from accidents is important for preventive work in companies, authorities and other organisations. This thesis focused on experience feedback from accidents that take place in everyday life, in our neighbourhoods, in our workplaces, in our schools, in traffic and transportation. Essay I is an overview of the literature on learning from accidents and incidents. The focus in this essay is on literature that evaluates the effectiveness and usefulness of different methods in accident investigations. Conclusions drawn from this literature review are that the dissemination of results and knowledge from accident investigations must be improved, and experience feedback systems should be integrated into overall systems of risk management. Essay II is based on an evaluation of the investigation board for workplace accidents (HAKO) that was carried out on commission of the Swedish Work Environment Authority. It was concluded that the accident reports published by HAKO had a high qualitative level but the dissemination of results from the investigations was weak. Essay III investigates twenty-eight supervision cases from eleven Swedish local Environment and Health Administrations. The overall goal of the study was to find out how, and to what extent, experience feedback occurs in Swedish municipalities. Two major problems relevant for the experience feedback have been found; namely that the inspectors do not have enough guidance on how to interpret the law and that they would like more information on what happens to legal cases that they have handed over to the public prosecutors and the police. Essay IV is a document study of incident reports from two municipal fire and rescue services. The overall purpose of this study was to investigate if information from the rescue services could be used to improve experience feedback in sectors where it is weak or non-existent. In the 1120 incident reports that were studied, we found 217 proposals for improvement but these proposals were not used for experience feedback. It is concluded that the reports contain valuable information but this information is not used to prevent future accidents. Essay V investigates experience feedback in Swedish authorities working with accident prevention. The essay is based on two interview studies. In the first study, 21 Swedish authorities participated, and several of these authorities seem to have a functioning experience feedback despite the lack of systematic routines and methods. Yet, only four of the 21 authorities actually handle the whole experience feedback process. These four have at least one common denominator; they have an experience feedback that is turning more inwards than outwards. The second study was a follow-up study of some of the results from the first study, concerning the dissemination of results from experience feedback. / QC 20101209

<p>The subject of this licentiate thesis is experience feedback from accidents and incidents. The thesis aims to contribute to an understanding of how the learning processes within organizations, companies and authorities could be improved.</p><p><i>Essay I </i>(written together with Sven Ove Hansson) reports on an evaluation carried out in 2004 by the Swedish Work Environment Authority’s Accident Investigation Board, called HAKO (Haverikommissionen). An important outcome of this evaluation shows that HAKO have not been able to manage the dissemination of their written reports, which is unfortunate, since the reports are thoroughly written.</p><p><i>Essay II</i> (written with Sven Ove Hansson and Carl Rollenhagen) is an overview of the literature on learning from accidents and incidents. The focus in this essay is on literature that evaluates the effectiveness and usefulness of different methods in accident investigations. The conclusions drawn from this literature review are that the dissemination of results and knowledge from accident investigations must be improved, and experience feedback systems should be integrated into overall systems of risk management.</p><p>The starting point for<i> Essay III </i>was an empirical study conducted in 2005/2006. Twenty-eight supervision cases from eleven local Environment and Health Administrations in Sweden were examined. The overall goal of the study was to find out how, and to what extent, experience feedback occurs between different municipal authorities. Two major problems affecting experience feedback have been found; namely, that the inspectors do not have enough guidance on how to interpret the law, and that they would like more information on what happens to legal cases they have reported to public prosecutors and police.</p>

Detta examensarbete har utförts i samarbete med företaget Erfator Projektledning AB och syftar till att belysa och undersöka hur erfarenhetsåterföringen mellan olika aktörer fungerar inom byggbranschen idag. Arbetet bygger främst på ett dussintal kvalitativa intervjuer och faktainsamling som har inhämtats via facklitteratur i form av böcker och från internet. Respondenterna har representerat sju olika arbetsroller för att författarna ska få en god informationsgrund. Arbetet har visat att många företag har tydliga och fungerande system för den interna erfarenhetsåterföringen. Men att den externa erfarenhetsåterföringen är bristfällig och det är något som saknas av de flesta aktörerna inom byggbranschen. Att belysa hur erfarenhetsåterföringen fungerar idag har varit i förgrunden och lösningar till problemet har legat i bakgrunden av arbetet med denna rapport.  Som avslutning i rapporten har författarna rekommenderat olika förslag på hur man skulle kunna arbeta för en förbättring på problemet. / The degree project report has been carried out in cooperation with the company Erfator and aims to highlight and examine how the experience feedback between the different actors working in the construction industry looks today. The degree project is mainly based on dozen qualitative interviews. Other facts have been obtained through the literature in the form of books and from the Internet. To get a good information base the respondents represented six different job roles. The studies have showed that many companies have clear and effective system of internal experience feedback. But the external experience feedback is deficient and is lacking from a lot of actors in the construction industry. To illustrate how the experience feedback work today has been the main focus of the report. In conclusion, the report authors recommended a number of different suggestions how to work for the improvement of the problem.

Då litteraturen och forskningen är begränsad inom ämnet kundnytta i partneringprojekt, väcktes intresset att genomföra en empirisk studie om ämnet. Det har inte visat sig vara lämpligt att genomföra detta mot en specifik fråga eller ett problem då den befintliga informationen behandlar teori och tillämpningar av partnering, inte kundnytta. Med hänsyn till ovanstående problematik syftar denna uppsats till att beskriva hur olika parter, kopplade till partneringverksamhet i Sverige, upplever vilka arbetssätt och faktorer som maximerar kundnyttan i ett partneringprojekt. En kvalitativ metod där sex personer intervjuades, kopplade till partneringverksamhet i Sverige. Intervjuerna är semistrukturerade och anpassade till varje enskilt intervjuobjekt. De viktigaste slutsatserna som besvarar syftet är:  Förstå kundens affär  Välj ersättningsform baserat på grundlagt tillit och projekttyp  Alla parters samlade kunskaper ger rätt förutsättningar för beställaren att fatta rätt beslut  Avsaknad av gemensamma välutvecklade digitala hjälpmedel  Ta beslut i rätt tid  Referensytor och egenslutkontroller istället för besiktningsman / The literature and research is limited in the subject costumer value in partnering projects. This contributed to the interest to perform an empirical study on the topic. It has not been shown to be appropriate to implement this on a specific issue or problem, when the available information deals with the theory and applications of partnering, not customer value. Given the above problem this papers purpose is to describe how the various contractors and clients, associated with partnering activities in Sweden, experiencing the work and factors that maximize customer value in a partnering project. A qualitative method where six people were interviewed, related to partnering activities in Sweden. The interviews are semi-structured and adapted to each interviewee. The most important conclusions that answer the purpose are:  Understand the customers business  Choose a form of compensation based on founded trust and project type  All parties combined knowledge provides the right conditions for the customer to make the right decision  Lack of common well-developed digital tools  Make decisions at the right time  Reference Surfaces and own final checks instead third party inspector

This examination has been made in cooperation with Jernhusen which is an estate company owned by the government, with estates along the railways in Sweden. This assignment is to help Jernhusens business area Projektfastigheter with their experience feedback, which is to-day almost absent. Business area Projektfastigheter has the task of supporting Jernhusens three other business areas with skills and resources for the estate projects that Jernhusen runs. Jernhusen must become stronger with the collecting of experiences and as a business because of the liberalization of the railways, which leads to a more competitive market. A tool for this is successful experience feedback.The concept of experience feedback is to gain experience across a variety of cases, where individuals and/or groups can chose situations with relevant similarities and differences with current case. Systematically work with experience feedback in the construction business is neglected, and the companies that have successful experience feedback have been working with the collection of experiences since the company was founded. The employees sees the experience feedback as something obvious in their daily work, and agrees that the collecting of experience gains time, produces less errors, gives better quality and a better product. The reference companies have clearly shown that emotional rewards, such as appreciation or con-sideration, gives better results than economic rewards.There are procedures and templates for the exchange of experience feedback on Jernhusen, however, there are not known in the company. Another problem is that Jernhusens employees do not have time to work with experience feedback, due to lack of time, and that the manage-ment is not asking for this, which leads to that the subject is not a priority. This causes unne-cessary repeat of Jernhusens errors. To hear about co-workers experiences, however, is seen as something appreciated and fun, but above all very useful in their own work.Jernhusens first common basic project management is Jernboken. Jernboken includes a first version of templates, checklists, job classification, job tracking, project codes and internal time system. Jernboken describes the different phases of the project and the decisions to be taken in each phase. Jernboken is perceived as something positive by the people at Jernhusen, therefore Jernhusen should exploit Jernboken for creating a successful experience feedback by adding templates and procedures to it.The recommendations to Jernhusen, is therefore that it is important they get the templates for the experience feedback in to Jernboken, to capture a so-called fire soul and assign a specific person to be responsible for the experience feedback-system. Management must show clearly that experience feedback is something that is considered of the utmost importance and make sure that the employees sees the benefits of successful experience feedback. Experience feed-back should also be included in Jernhusens job descriptions, as a point on the minutes of meetings, as well as a requirement for project to be completed. Because of the employees pos-itive attitude to experience feedback is the assessment that they can become successful.

Examensarbetet har utforskat erfarenhetsåterföringen roll i ett av Sveriges största byggföretag som valt att vara anonyma. Studiens fokus riktades främst på hanteringen av erfarenhet för att förbättra projekteringsprocessen och organisationens prestanda. Målet var att identifiera och analysera befintliga metoder, utmaningar och förbättringspotentialer, utifrån både litteraturstudier och intervjuer med fallföretag. Undersökningen grundades på en litteraturundersökning, som lyfte fram vikten av att lära av tidigare projekt som ett sätt att förbättra framtida projekt. Teorin betonade att erfarenhetsåterföringen är avgörande för att korrigera fel och förbättra åtgärder genom kunskap. Examensarbetet undersöker också de metoderna i ett effektivt erfarenhetsåterföringssystem, inklusive identifiering, dokumentation, analys, lagring och återanvändning av erfarenheter. För att öka förståelsen genomfördes intervjuerna inom fallföretaget  för att klargöra tillämpningen av erfarenhetsåterföring inom projekteringsprocessen. Studien avslöjade att även om det finns processer på plats för att fånga och använda erfarenhet, kvarstår utmaningarna. Specifikt kämpar företaget med den begränsade effektiviteten i vissa delar av erfarenhetsåterföringen. Vidare fanns även hinder för det optimala utnyttjandet av systemet för erfarenhetsåterföring. Anledningen var systemets upplevda komplexitet och bristande utbildning inom fallföretaget. Företaget visar också bra metoder, såsom användningen av ett förbättringsprogram och tekniska konsultationer efter varje avslutat projekt. Baserat på dessa resultat föreslogs en förbättrad återföringsmetodik som inkluderar teorins femstegsmetod och tar itu med de utmaningar som upptäckts. Detta inkluderar att utforma ett mer användarvänligt erfarenhetsåterföringssystem, erbjuda lämplig utbildning till anställda om hur man använder dessa system och att förbättra smidigheten  av systemet.  Dessutom öppnar denna studie vägar för framtida forskning. Framtida studier skulle kunna fördjupa sig i effekten av föreslagna arbetssätt och utvärdera sätt att ytterligare förbättra erfarenhetsåterföringen. Studien visar potentialen hos effektivt hanterad erfarenhetsåterföring för att förbättra byggbranschens prestanda. Genom att ta emot nuvarande svårigheter och utnyttja de fördelarna med erfarenhet, kan byggföretag främja en kultur av kontinuerligt lärande och förbättringar, vilket leder till förbättrade projektresultat och kundnöjdhet / The thesis has explored the role of experience feedback in one of Sweden's largest construction companies, which has chosen to remain anonymous. The study's focus was primarily on the management of experience to improve planning phase and organizational performance. The goal was to identify and analyze existing methods, challenges and potential for improvement, based on both literature studies and interviews with case companies. The survey was based on a literature survey, which highlighted the importance of learning from previous projects as a way to improve future projects. The theory emphasized that the feedback of experience is crucial for correcting errors and improving actions through knowledge. The thesis also examines the methods of an effective experience feedback system, including identification, documentation, analysis, storage and reuse of experiences. To increase understanding, the interviews were conducted within the case company to clarify the application of experience feedback. The study revealed that while there are processes in place to capture and use experience, challenges remain. Specifically, the company struggles with the limited effectiveness of some parts of the experience feedback. Furthermore, there were also obstacles to the optimal utilization of the experience feedback system. The reason was the perceived complexity of the system and lack of training within the case company. The company also demonstrates good practices, such as the use of an improvement program and technical consultations after each completed project. Based on these results, an improved feedback methodology was proposed that incorporates the theory's five-step approach and addresses the challenges identified. This includes designing a more user-friendly experience feedback system, providing appropriate training to employees on how to use these systems, and improving the agility of the system. The study demonstrates the potential of effectively managed feedback to improve construction industry performance. By embracing current challenges and leveraging the benefits of systematic experience, construction companies can foster a culture of continuous learning and improvement, leading to improved project outcomes and customer satisfaction.

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The subject of this licentiate thesis is experience feedback from accidents and incidents. The thesis aims to contribute to an understanding of how the learning processes within organizations, companies and authorities could be improved. Essay I (written together with Sven Ove Hansson) reports on an evaluation carried out in 2004 by the Swedish Work Environment Authority’s Accident Investigation Board, called HAKO (Haverikommissionen). An important outcome of this evaluation shows that HAKO have not been able to manage the dissemination of their written reports, which is unfortunate, since the reports are thoroughly written. Essay II (written with Sven Ove Hansson and Carl Rollenhagen) is an overview of the literature on learning from accidents and incidents. The focus in this essay is on literature that evaluates the effectiveness and usefulness of different methods in accident investigations. The conclusions drawn from this literature review are that the dissemination of results and knowledge from accident investigations must be improved, and experience feedback systems should be integrated into overall systems of risk management. The starting point for Essay III was an empirical study conducted in 2005/2006. Twenty-eight supervision cases from eleven local Environment and Health Administrations in Sweden were examined. The overall goal of the study was to find out how, and to what extent, experience feedback occurs between different municipal authorities. Two major problems affecting experience feedback have been found; namely, that the inspectors do not have enough guidance on how to interpret the law, and that they would like more information on what happens to legal cases they have reported to public prosecutors and police. / QC 20101118