Identifying and prioritising effective service delivery drivers' in selected civil construction
companies are more than merely satisfying customers' need. By successfully identifying
and prioritising effective service delivery drivers within the selected civil construction
companies, the companies will be able to achieve competitive advantage above their
competitors.
This study, by using a questionnaire as a measurement instrument, established that a
gap currently exist between what civil construction companies, their employees and
their customers regards as effective service delivery drivers within the civil construction
industry. By closing this gap, the civil construction companies will be able to generate or
maximise profits for their shareholders as there will be common understanding of the
level of performance to meet the customer's expectations. The company will also have
engaged employees as they would know what is expected from them on a daily basis.
The study further highlights the benefits of managing these identified service delivery
drivers and elaborate on the factors needed to successfully manage a service level
agreement between a civil construction company and their customers.
Civil construction companies however will have to revisit these drivers on a continuous
basis as client satisfaction is associated with continuous improvement, permanent
assessment of service delivery drivers and the service delivery standards.
In essence, there are still a lot of challenges and opportunities when it comes to quality
service delivery drivers in the civil construction industry. Each company needs to
conduct a SWOT analysis to evaluate their competitiveness within the industry. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2011.
| Identifer | oai:union.ndltd.org:NWUBOLOKA1/oai:dspace.nwu.ac.za:10394/4441 |
| Date | January 2010 |
| Creators | Venter, Ernest Nordin |
| Publisher | North-West University |
| Source Sets | North-West University |
| Detected Language | English |
| Type | Thesis |
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