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the contractors’ tasks for each sub-process and (Active 2.93, Passive 2.68)
the party (the contractor and the employer) who
Remark: * Defensive Notification of Change Efficiency Neglected
files the claim: (1) recognition and
identification of the contractors’ change,
Fig.2 Contractor Claim Management
(2) notification of the contractors’ change,
Efficiency
(3) performing systematic and accurate
documentation of the contractors’ change,
(4) performing analysis of time and price the The efficiency of the contractors in
contractors’ change, (5) negotiation the performing defensive notification of the change
contractors’ claim, (6) recognition and tasks can not be assessed and was neglected
identification of the employers’ change (against because there is nothing the contractors have to
the contractors), (7) performing systematic perform in being notified the changes by the
and accurate documentation of the employers.
employers’ change (against the contractors), From Fig.2, the active tasks that the
(8) performing analysis of time and price the contractors, in average, can perform well
employers’ change (against the contractors), (better than the overall efficiency index)
(9) negotiation the employers’ claim (against comprise the (1) recognition and identification
the contractors). of the change, (2) systematic and accurate
After preparing the questionnaires, the documentation of the change, (3) analysis of
300 claim management staffs from contractor time and cost impacts of the change, while the
companies were then selected by using the defensive ones are the systematic and accurate
stratified sampling technique [18], taking documentation of change, and analysis of time
account of their company locations (Bangkok, and cost impacts of the change.
Vicinity, Central Part, Northern Part, North On the other hand, the activities that the
Eastern Part, and Southern Part). The criterion contractor can not perform well (worse than
used in classifying the locations was adopted their average) and should be improved are:
from that of the National Statistical Office, (1) active notification of the change, (2) active
which groups the Eastern Part and the Western negotiation of the claim of change, and
Part with the Central Part [21]. (3) defensive recognition and identification of
The Efficiency Indexes, which help the change.
presenting the efficiency of the contractor When comparing between the active
population, can be calculated by averaging all and the defensive efficiencies, it was found that
the 32 respondents’ five-leveled Likert Scale the contractors seem to be able to perform
answer [19], for each question. The better in claiming against the employers than
contractors’ Efficiency Indexes of every task of defending themselves from being claimed. The
contractors’ claim management sub-processes probable reason of this finding is that the
and of the overall efficiency are shown in contractors become aware of the active claims
Fig.2. sooner and easier to access the data required in
managing these claims. However, the
respondents rated their abilities to negotiate the [5] K. Bu-Bshait and I. Manzanera, “Claim
employers’ claims against them better than Management”, Project Management, Vol.8,
those against the employers. No.4, 1990, pp. 222-228.
[6] J. T. Callahan, “Managing Transit
5. Conclusion Construction Contract Claims”, Synthesis
This research work presented the of Transit Practice 28, National Academic
impacts of construction claims on the project Press, Washington, 1998.
success and the importance of having efficient [7] D. Chappell, Contractor’s Claim: An
claim management within the contractors’ Architect’s Guide, The Architectural Press,
organizations. London, 1984.
Thai contractors, in average, should [8] R. K. Cox, “Managing Change Orders and
improve their inefficient claim management Claims”. Journal of Management in
sub-processes - active notification of the Engineering, January/ February, 1997, pp.
change, active negotiation of the claim of 24-29.
change, and defensive recognition and [9] H. Elnagar and J. K. Yates, “Construction
identification of the change - while maintaining Documentation Used as Indicators of
their efficient ones (active recognition and Delays”, Cost Engineering, Vol.39, No.8,
identification of the change, systematic and 1997, pp.31-37.
accurate documentation of the change, and
[10] Federation Ingenieurs-
Internationale des
analysis of time and cost impacts of the Conseils, “Conditions of Contract for
change) Construction”, First Edition, FIDIC,
Globalization forces every organization Lausanne, 1999.
to improve itself in order to be viable in [11] A. S. Hornby, “Oxford Advanced
international competition. The result from this Learner’s Dictionary of Current English”,
research can help the contractors improve their Fifth Edition. Oxford University Press,
viabilities. In the authors’ opinions, this is the New York, 1995.
time for contractors to improve their [12] G. A. Hughes and J. N. Barber, “Building
organizational potentials not only in their claim and Civil Engineering Claims in
management, but also in entirety of their Perspective”, Longman Scientific &
business processes. Technical, London, 1992.
[13] G. F. Jergeas and F. T. Hartman,
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