BLUEPRINTING CONSTRUCTION LOGISTICS SERVICES TO ENABLE QUALITY IMPROVEMENTS

Paper in proceeding, 2020

Purpose
The multi-actor and temporary, project-based nature of construction logistics services pose a challenge to an improvement- and customer-oriented focus – making the responsibility for improvements unclear at the same time as these services showcase large inefficiencies. The construction sector is thus challenged to balance customized,
often unique projects and efficiency improvement of operations through standardisation. The purpose of this paper is to support quality improvements of construction logistics services by using a service modularity approach to identify services to prioritize for improvement work. The purpose is addressed through an application of service blueprinting at a construction logistics service provider.
Research Approach
An exploratory research approach has been applied, and empirical data has been collected through semi-structured interviews, meeting participation, and documentation. Sampling for interviews was based on identification of various actors engaged with construction logistics services. For the application of the service blueprint, one construction logistic service provider offering modularised services was sampled. Analysis was based on the service blueprint andidentified  efficiency challenges.
Findings and Originality
This study shows that modularisation of construction logistics services is a viable approach to create service offerings that can be uniquely fitted to a specific construction project, but at the same time enabling efficient operations.
Moreover, modularity can be operationalised through a service blueprint as a step towards quality improvements. The improvements made will through modularised logistics services, and standardised service modules serve as “carriers of quality improvement” between the temporary projects characterising the construction sector.
Research Impact
Service modularity is defined as “the degree to which the components of a system can be separated and recombined” (de Mattos et al., 2019). This paper contributes to understand how logistics service modularity and quality improvements can be mutually enhancing in a project-based context.
Practical Impact
One approach to balancing effectivity and efficiency in the construction sector is service modularity. Service blueprinting is introduced as a hands-on tool to model a service system and is here used to prioritise which construction logistics services to focus for quality and efficiency improvements.