Mirzaee, A.M.; Edwards, D.; Thwala, W.D. Developing a Reference Framework for Claim Management Office: A Multi-Method Approach of an International Construction Firm. Buildings2023, 13, 1692.
Mirzaee, A.M.; Edwards, D.; Thwala, W.D. Developing a Reference Framework for Claim Management Office: A Multi-Method Approach of an International Construction Firm. Buildings 2023, 13, 1692.
Mirzaee, A.M.; Edwards, D.; Thwala, W.D. Developing a Reference Framework for Claim Management Office: A Multi-Method Approach of an International Construction Firm. Buildings2023, 13, 1692.
Mirzaee, A.M.; Edwards, D.; Thwala, W.D. Developing a Reference Framework for Claim Management Office: A Multi-Method Approach of an International Construction Firm. Buildings 2023, 13, 1692.
Abstract
A claim management office (CMO) is a new intra-organisation fit based on an organisational project management (OPM) approach and deals specifically with improving claim performance. However, CMO is either misunderstood or often overlooked in construction companies, mainly due to ignorance of the OPM context but further exacerbated by a lack of real case study research on how to adopt CMO in these organisations. This study addresses this prevailing knowledge gap by investigating the nature of the construction industry from the CMO viewpoint and developing an extensive framework through which to improve organisational claims performance. Organisational ambidexterity theory integrated with X-inefficiency theory is adopted for claims performance outcomes, due to organisation intra-firm irrational decisions when managing such claims. Data was obtained and analysed from a international large construction company (which used CMOs) and its internal focus group discussion (as a multi-method approach). The reference framework provides new perspectives on how construction-related companies can adopt a CMO structure, which enables them to improve claims performance by planning in three interrelated activities viz. function-, process- and performance-based-. Furthermore, findings contribute to researchers and practitioners by providing a true understanding of the CMO-related mechanism and plausible roadmap for future work.
Keywords
Claim management office (CMO); organisational project management (OPM); built environment; project-based organization (PBO); construction claim
Subject
Business, Economics and Management, Human Resources and Organizations
Copyright:
This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
