Customer Information Usage: Improving Supply Chain Performance and Advancing Logistics Services in Construction Projects

Paper in proceeding, 2019

This study investigates how continuous improvement of logistics services in a project- based context such as construction can be enhanced by a “priority matrix for service improvements”. Construction services in general, and logistic services in specific, have great impact on efficiency and sustainability (environmental as well as social). Solutions and experience from e.g. manufacturing and retailing that have undergone major transformation through industrialization and, more recently, servitization, to improve the quality and novelty of their offerings, there is a great potential in addressing the complex coordination, inefficient processes, and waste of materials in the project-based context of the construction industry. Whilst improvement initiatives concerning product quality are important inspiration of such transformation, they are based on continuous production processes and become a challenge when this experience is transferred to the project-based, construction industry. As response, this study draws upon the concept of service quality as the basis for improvement initiatives – a concept based on relations between actors that last beyond individual projects.