Managing end user requirements in construction projects

Sofia Pemsel, Kristian Widén, Ingrid Svetoft, Bengt Hansson

    Research output: Chapter in Book/Report/Conference proceedingPaper in conference proceedingpeer-review


    The research presented is the initial part of a project with the aim of increasing the use of end-user requirement through out the construction process. This initial part maps how Swedish real estate companies manage end-user requirements and evaluate the outcome.

    Methodological approach
    The focus of the study was on methods for capturing and managing end-user requirements and for measuring their satisfaction with the outcome. The study was conducted as a desktop study using literature databases and through interviews with key personnel from 12 different companies; from housing, office and school real estate management to health care facilities management.

    The literature review showed that there are a number of different methods that could be used for parts, but that there exist no method that cover the whole process. There are different ways to combine methods for achieving an end-user focus throughout the project.
    The Swedish real estate companies did, in most cases, measure end-user satisfaction; not in relation to construction projects, but on a general level. Feeding back the knowledge, gained from the evaluations, into construction projects were found difficult and thereby not done. The companies were all interested in new ways of working and thought that it would improve there business.

    The paper is based on work made in the spring of 2008 this initial part of the study is almost finished and will be completely finished by the time of full paper submission.

    The work identifies the problems of keeping an end-user approach through the whole building cycle; from briefing to evaluating the building in use. The paper gives a collection of different methods and indicators and how these could be combined to create greater value for the end-users as well as the state of the art of work methods in practice in Sweden.
    Original languageEnglish
    Title of host publicationProceedings of 5th Nordic Conference on Construction Economics and Organisation
    Number of pages12
    Publication statusPublished - 2009

    Publication series


    Subject classification (UKÄ)

    • Construction Management

    Free keywords

    • capturing needs
    • end-user
    • methods
    • project process
    • indicators


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