The End-Customer Value Loss in a Construction Project

Tuuli Jylhä, Seppo Junnila

Research output: Contribution to journalArticlepeer-review

1 Citation (Scopus)


Question: How the value of work environment is managed in a construction project?

Purpose: Lean construction papers have shown a great deal of interest in project
management and delivery. The end-customer/end-user perspective has not yet had similar attention in the lean construction literature. This paper focuses on end customer value creation of a work environment construction project. The purpose of the paper is to assess how the end-customer value is managed in such a project.

Research Method: The value flow and its management are analyzed through value stream mapping in a descriptive case study. A generic map of value creation with the case specific investment management process is constructed from semi-structured interview data, case documents supplemented by value workshops.

Findings: The value stream analysis showed that a work environment project can
potentially produce significant additional value for the end-customer, but inadequate value management during the investment process can waste that potential. The work environment service was added to the investment management process solely as a separate sub-process and the optimization of the whole value creation was not attended to. Therefore, the studied process was found not to support value management. Instead, it focused on optimizing the delivery and managing the investment costs of sub-processes.

Limitations/Implications: Because there was only one case study, more research is required to generalize the conclusions.

Value for practitioners: The paper makes it contribution by presenting a new approach to assess how the value in the built environment is created.
Original languageEnglish
JournalLean Construction Journal
Publication statusPublished - 2011
Externally publishedYes


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