Identifying the Inefficiency and Poor Performance of the Delivery of Services

Alfredo Rivera, Dean Kashiwagi, Sicco Santema

Research output: Chapter in Book/Conference proceedings/Edited volumeConference contributionScientificpeer-review


The construction industry has had a history of non-performance in the delivery of services [in terms of on time and on budget]. Other industries such as IT and professional services have also experienced non-performance. The problem seems complex, as there are many participants who are involved in the project non-performance including the owner, the buyer, the vendor, sub vendors, manufacturers, designers, and project managers. An industry structure analysis proposes that the problem is caused by parties managing, directing, and controlling (MDC) another party. This could happen anywhere in the supply chain. This paper proposes that a major source of the non-performance in projects is caused by project managers who are managing the projects from the different construction supply chain participants including the owner, the designer, the vendors, and procurement. This has been identified in numerous project tests where the objective of the test was to minimize the MDC in the projects and the major difficulty was the resistance from project managers. The paper also proposes that the project managers are educated to manage, direct, and control in their education and training, including their professional certifications from the Project Management Institute (PMI) and the International Project Management Association (IPMA).
Original languageEnglish
Title of host publicationProceedings of the CIB World Building Congress 2016
Subtitle of host publicationAdvancing Products and Services
EditorsNebil Achour
Place of PublicationTampere
PublisherTampere University of Technology
Number of pages12
ISBN (Print)978-952-15-3745-5
Publication statusPublished - 2016
EventCIB World Building Congress 2016 - Tampere, Finland
Duration: 30 May 20163 Jun 2016


ConferenceCIB World Building Congress 2016
Abbreviated titleWBC16


  • project management
  • risk management
  • low performance
  • resistance to change
  • delivery of service


Dive into the research topics of 'Identifying the Inefficiency and Poor Performance of the Delivery of Services'. Together they form a unique fingerprint.

Cite this