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A pilot study of client complexity, emergent requirements and stakeholder perceptions of project success

机译：对客户复杂性，紧急需求和利益相关者对项目成功的看法进行的初步研究

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摘要

Construction industry reliance on performance metrics fixed at the project outset is being superseded by increasing use of emergent client judgments to characterize success. Clients may still consider a project that fails to meet formalized time, cost and performance goals successful if it satisfies emergent requirements not understood during initial briefing. Construction practitioners do not routinely recognize that client awareness of requirements improves as projects progress. Internal conflict among the client stakeholders and their reflections on the emerging project solution help client stakeholders to better understand their needs. Dissatisfaction results when these emergent requirements are not acknowledged. The need for practitioners to recognize and respond to these issues is explored by a paradigmatic case study of an office relocation and refurbishment project. The role of the 'project sponsor' as a synthesizer of client requirements and reflections on the emerging solution was observed to be subverted by stakeholders in a client body who found their emergent requirements were not acknowledged by construction practitioners. By characterizing the harmful effect of pluralistic client complexity and emergent requirements on perceptions of project success, the rationale for a revised project sponsor role to better address these influences on perceptions of project success is contributed.
机译：建筑行业对项目一开始就确定的绩效指标的依赖已被越来越多的使用紧急客户判断来表征成功的方式所取代。如果客户满足初始简报中未理解的紧急要求，则客户仍可能认为该项目未能成功满足正式的时间，成本和绩效目标。施工从业人员通常不会认识到客户对需求的了解会随着项目的进展而提高。客户利益相关者之间的内部冲突以及他们对新兴项目解决方案的反思有助于客户利益相关者更好地了解他们的需求。当这些紧急要求没有得到认可时，就会产生不满。通过办公室搬迁和翻新项目的案例研究，探索了从业人员认识并响应这些问题的需求。观察到“项目发起人”作为客户需求的综合者以及对新兴解决方案的思考的作用被客户机构中的利益相关者所颠覆，他们发现他们的紧急需求并未得到建筑从业者的认可。通过描述多元化的客户复杂性和紧急需求对项目成功的看法的有害影响，提出了修改项目发起人角色以更好地解决这些对项目成功的看法的影响的理由。

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