Decision Support System for Analyzing Key Performance Indicators in Construction Projects Management

Document Type : Original Article


1 Department of Civil Engineering, Imam Khomeini International University, Qazvin, Iran

2 Department of Industrial Engineering, Payame Noor University, Tehran, Iran


Many factors play a role in the life cycle of construction industry projects, focusing on human resources and relationships as the main axis of business development. Thus, the conflict of interests between the stakeholders in the construction industry projects is a clear and challenging problem. The increased number of stakeholders in the project complicates human relationships and, consequently, increases the possible conflicts. The conflicts may result in claims if not resolved. The success of construction projects and their cost and time management can be affected by the poor management of claims. Therefore, this research aims to take a significant step to improve the efficiency of projects by identifying and ranking the causes of claims and analyzing their effects on key efficiency indicators. Firstly, causes of claim are collected according to experts’ opinions and literature and classified based on key efficiency indicators using the integrated analytic hierarchy process-technique for order preference by similarity to ideal solution (AHP-TOPSIS) technique. According to findings, delays with a proximity coefficient of 0.728 are the most significant factors in making claims with a great effect on the key efficiency indicators of the construction project. The changes in most construction projects are ranked in second place, followed by acceleration command, extra work, changing workshop conditions, and contractual ambiguities. The present study results may reduce the challenges in managing the construction industry claims and ensure the successful completion of projects.


Main Subjects

  1. Hadikusumo, B.H. and Tobgay, S., "Construction claim types and causes for a large-scale hydropower project in bhutan", Journal of Construction in Developing Countries, Vol. 20, No. 1, (2015), 49, doi.
  2. Semple, C., Hartman, F.T. and Jergeas, G., "Construction claims and disputes: Causes and cost/time overruns", Journal of Construction Engineering Management, Vol. 120, No. 4, (1994), 785-795,
  3. Jergeas, G.F. and Hartman, F.T., "Contractors' construction-claims avoidance", Journal of Construction Engineering Management, Vol. 120, No. 3, (1994), 553-560, doi.
  4. Perrigot, R., López-Fernández, B. and Basset, G., "Conflict management capabilities in franchising", Journal of Retailing Consumer Services, Vol. 63, (2021), 102694,
  5. Kumaraswamy, M.M., "Conflicts, claims and disputes in construction", Engineering Construction Architectural Management, Vol. 4, No. 2, (1997), 95-111,
  6. Vidogah, W. and Ndekugri, I., "Improving management of claims: Contractors' perspective", Journal of Management in Engineering, Vol. 13, No. 5, (1997), 37-44,
  7. Ho, S.P. and Liu, L.Y., "Analytical model for analyzing construction claims and opportunistic bidding", Journal of Construction Engineering Management, Vol. 130, No. 1, (2004), 94-104,
  8. Kululanga, G., Kuotcha, W., McCaffer, R. and Edum-Fotwe, F., "Construction contractors' claim process framework", Journal of Construction Engineering Management, Vol. 127, No. 4, (2001), 309-314,
  9. Hashem M. Mehany, M.S. and Grigg, N., "Causes of road and bridge construction claims: Analysis of colorado department of transportation projects", Journal of Legal Affairs Dispute Resolution in Engineering Construction, Vol. 7, No. 2, (2015), 04514006,
  10. Callahan, J.T., "Managing transit construction contract claims, Transportation Research Board, (1998).
  11. Khanchitvorakul, S., "Development of construction claim supporting system", Master of Engineering King Mongkut University of Technology Thonburi, (2000).
  12. Suryawanshi, C., Analysis of claims based on provisions in 4th edition of fidic contracts. 2010, Retrieved from the NBMCW website: https://www. nbmcw. com/project-mgmt ….
  13. Shahhosseini, V. and Hajarolasvadi, H., "A conceptual framework for developing a bim-enabled claim management system", International Journal of Construction Management, Vol. 21, No. 2, (2021), 208-222, doi.
  14. Riad, N., Arditi, D. and Mohammadi, "A conceptual model for claim management in construction: An ai approach", Computers Structures, Vol. 40, No. 1, (1991), 67-74,
  15. Shahhossein, V., Afshar, M.R. and Amiri, O., "The root causes of construction project failure", Scientia Iranica, Vol. 25, No. 1, (2018), 93-108,
  16. Enshassi, A., Choudhry, R.M. and El-Ghandour, S., "Contractors’ perception towards causes of claims in construction projects", International Journal of Construction Management, Vol. 9, No. 1, (2009), 79-92,
  17. Richbell, D., "Mediation of construction disputes, John Wiley & Sons, (2009).
  18. Leon, H., Osman, H., Georgy, M. and Elsaid, M., "System dynamics approach for forecasting performance of construction projects", Journal of Management in Engineering, Vol. 34, No. 1, (2018), 04017049,
  19. Korde, T., Li, M. and Russell, A.D., "State-of-the-art review of construction performance models and factors", in Construction Research Congress 2005: Broadening Perspectives. (2005), 1-14.
  20. Fung, H.P. and Siow, H., "Relationship between team satisfaction and project performance as perceived by project managers in malaysia–a mixed methods study", Open Journal of Social Science Research OJSSR, Vol. 1, No. 9, (2013), 238-249,
  21. Parfitt, M.K. and Sanvido, V., "Checklist of critical success factors for building projects", Journal of Management in Engineering, Vol. 9, No. 3, (1993), 243-249,
  22. Freeman, M. and Beale, P., "Measuring project success, Project Management Institute. (1992).
  23. Alvanchi, A., Shiri, N. and Alikhani, H., "In-depth investigation of project planning and control software package application in the construction industry of iran", International Journal of Engineering, Vol. 33, No. 10, (2020), 1817-1825,
  24. Pmi, A., "Guide to the project management body of knowledge", in Project Management Institute. Vol. 130, (2008).
  25. Reid, A. and Ellis, R.C., "Common sense applied to the definition of a dispute", Structural Survey, (2007),
  26. Ndekugri, I. and Russell, V., "Disputing the existence of a dispute as a strategy for avoiding construction adjudication", Engineering, Construction Architectural Management, Vol., No., (2006), doi.
  27. Le-Hoai, L., Dang, C.N., Lee, S.B. and Lee, Y.D., "Benchmarking claim causes against contractors in emerging markets: Empirical case study", International Journal of Construction Management, Vol. 19, No. 4, (2019), 307-316,
  28. Sibanyama, G., Muya, M. and Kaliba, C., "An overview of construction claims: A case study of the zambian construction industry", International Journal of Construction Management, Vol. 12, No. 1, (2012), 65-81,
  29. Stamatiou, D.R.I., Kirytopoulos, K.A., Ponis, S.T., Gayialis, S. and Tatsiopoulos, I., "A process reference model for claims management in construction supply chains: The contractors’ perspective", International Journal of Construction Management, Vol. 19, No. 5, (2019), 382-400,
  30. Revay, S., "Can construction claims be avoided? Building owners and engineers frequently occurring claims identified", Building Research and Information, Vol. 21, No. 1, (1993), 56-58, doi.
  31. Zaneldin, E.K., "Construction claims in united arab emirates: Types, causes, and frequency", International Journal of Project Management, Vol. 24, No. 5, (2006), 453-459,
  32. Hayati, K., Latief, Y. and Rarasati, A.D., "Causes and problem identification in construction claim management", in IOP Conference Series: Materials Science and Engineering, IOP Publishing. Vol. 469, No. 1, (2019), 012082.
  33. Bakhary, N.A., Adnan, H. and Ibrahim, A., "A study of construction claim management problems in malaysia", Procedia Economics Finance, Vol. 23, (2015), 63-70,
  34. Yusuwan, N.M. and Adnan, H., "Issues associated with extension of time (eot) claim in malaysian construction industry", Procedia Technology, Vol. 9, (2013), 740-749,
  35. Tabassi, A.A., Abdullah, A. and Bryde, D.J., "Conflict management, team coordination, and performance within multicultural temporary projects: Evidence from the construction industry", Project Management Journal, Vol. 50, No. 1, (2019), 101-114,
  36. Mukilan, K., Rameshbabu, C. and Velumani, P., "A modified particle swarm optimization for risk assessment and claim management in engineering procurement construction projects", Materials Today: Proceedings, Vol. 42, (2021), 786-794,
  37. Neely, A., Mills, J., Platts, K., Richards, H., Gregory, M., Bourne, M. and Kennerley, M., "Performance measurement system design: Developing and testing a process‐based approach", International Journal of Operations Production Management, (2000),
  38. Leong, T.K., Zakuan, N., Mat Saman, M.Z., Ariff, M., Md, S. and Tan, C.S., "Using project performance to measure effectiveness of quality management system maintenance and practices in construction industry", The Scientific World Journal, Vol. 2014, (2014),
  39. Asgari, M., Kheyroddin, A. and Naderpour, H., "Evaluation of project critical success factors for key construction players and objectives", International Journal of Engineering, Transactions B: Applications, Vol. 31, No. 2, (2018), 228-240,
  40. Hwang, B.-G., Thomas, S.R., Haas, C.T. and Caldas, C.H., "Measuring the impact of rework on construction cost performance", Journal of Construction Engineering and Management, Vol. 135, No. 3, (2009), 187-198.
  41. Omar, M.N. and Fayek, A.R., "Modeling and evaluating construction project competencies and their relationship to project performance", Automation in Construction, Vol. 69, (2016), 115-130,
  42. Wibowo, M.A., Astana, I.N.Y. and Rusdi, H., "Dynamic modelling of the relation between bidding strategy and construction project performance", Procedia Engineering, Vol. 171, (2017), 341-347,
  43. Bourne, M., Franco-Santos, M., Micheli, P. and Pavlov, A., "Performance measurement and management: A system of systems perspective", International Journal of Production Research, Vol. 56, No. 8, (2018), 2788-2799,
  44. Lop, N., Ismail, K., Isa, H.M. and Khalil, N., "An effective approach of performance measurement systems (pms) for adoption in construction projects", Journal of Engineering Science and Technology, Vol. 13, No. 12, (2018), 3951-3963.
  45. Marzouk, M.M. and Gaid, E.F., "Assessing egyptian construction projects performance using principal component analysis", International Journal of Productivity and Performance Management, Vol. 67, No. 9, (2018), 1727-1744.
  46. Sulieman, H. and Alfaraidy, F., "Influences of project management capabilities on the organizational performance of the saudi construction industry", Engineering, Technology & Applied Science Research, Vol. 9, No. 3, (2019), 4144-4147.
  47. Sun, M. and Meng, X., "Taxonomy for change causes and effects in construction projects", International Journal of Project Management, Vol. 27, No. 6, (2009), 560-572.
  48. Patil, Y., Bhatt, D. and Kambekar, A., "Anatomy of construction claims", AR, Anatomy of Construction Claims (February 22, 2019), (2019).
  49. Callahan, M.T., "Construction delay claims, Aspen publishers, (2010).
  50. Sanders, D. and Eagles, W., "Delay, disruption and acceleration claims", Borden Ladner Gervais LLP, Vol. 3, (2001).
  51. Saaty, T.L., "The analytic hierarchy process for decision in a complex world", Pittsburgh: RWS Publications, (1980).
  52. Zavadskas, E.K., Vilutiene, T., Turskis, Z. and Tamosaitiene, J., "Contractor selection for construction works by applying saw‐g and topsis grey techniques", Journal of Business Economics Management, Vol. 11, No. 1, (2010), 34-55.
  53. Banihashemi, S.A., Khalilzadeh, M., Antucheviciene, J. and Šaparauskas, J., "Trading off time–cost–quality in construction project scheduling problems with fuzzy swara–topsis approach", Buildings, Vol. 11, No. 9, (2021), 387,
  54. Siswaningsih, W., Firman, H. and Khoirunnisa, A., "Development of two-tier diagnostic test pictorial-based for identifying high school students misconceptions on the mole concept", in Journal of Physics: Conference Series, IOP Publishing. Vol. 812, No. 1, (2017), 012117.