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JOURNAL OF CIVIL ENGINEERING AND MANAGEMENT 2008 14(2): 73–78 AN ASSESSMENT OF CLIENTS’ PERFORMANCE IN HAVING AN EFFICIENT BUILDING PROCESS IN UGANDA Henry Mwanaki Alinaitwe Dept of Civil Engineering, Makerere University, P. O. Box 7062, Kampala, Uganda E-mail: Received 13 Nov 2007, accepted 09 Apr 2008 Abstract. Over the years researchers have paid little attention to the performance of the clients in the building industry. Much of the research on improvement of perf
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    JOURNAL OF CIVIL ENGINEERING AND MANAGEMENT ISSN 1392–3730 print / ISSN 1822–3605 online http:/  DOI: 10.3846/1392-3730.2008.14.1   73JOURNAL OF CIVIL ENGINEERING AND MANAGEMENT200814(2): 73–78 AN ASSESSMENT OF CLIENTS’ PERFORMANCE IN HAVINGAN EFFICIENT BUILDING PROCESS IN UGANDA Henry Mwanaki Alinaitwe  Dept of Civil Engineering, Makerere University, P. O. Box 7062, Kampala, Uganda E-mail: Received 13 Nov 2007, accepted 09 Apr 2008 Abstract . Over the years researchers have paid little attention to the performance of the clients in the building industry.Much of the research on improvement of performance of the construction industry has mainly focused on contractors andthe supply chain. The performance of a client is important because any decision made will affect project success. Failureon the part of the client might lead to stress factors causing significant problems in successive stages of the project. Thisresearch is an investigation into the roles of the client to find out whether clients in the building industry in Uganda areplaying their part. Due to the non-specific nature of clients, a guided questionnaire survey was carried out among archi-tects who normally work with different types of clients. The majority of the building clients in Uganda are individualsfollowed by limited liability companies. It was found out that delay by clients in paying the contractors is a major factoraffecting the performance of contractors. Almost all clients do not support training of the workers in its different forms.Construction works start before the designs are completed and the majority of the variations is due to incomplete briefsand designs. Many clients or their representatives do not attend meetings as regularly as would have been necessary. Thisstudy reveals information that will help clients in their future projects for ensuring successful building project implemen-tation. Keywords: roles, clients, building, productivity, performance, Uganda.   1. Introduction Over the years researchers have paid little attentionto the performance of the clients in the industry. There isstill a paucity of research that allows one to better under-stand the key roles of clients (Egbu, Ilozor 2007). Muchof the research on improvement of performance of theconstruction industry has mainly focused on contractorsand the supply chain. The performance of clients has notbeen adequately investigated especially in the developingcountries. Research has rather focused on the construc-tion process paying particular attention to the perform-ance of the contractor (Adams 1997). The performance of the client is important because any decision made willaffect project success. Failure on the part of the clientmight lead to stress factors causing significant problemsin successive stages of the project. The client plays animportant role in the procurement of construction activi-ties and in the implementation of construction projects(Egbu, Ilozor 2007). Egan (1998) noted that the potentialfor change in construction is well informed, demandingclients who know what they want and how much they areprepared to pay for it, and they are able to specify theirrequirements clearly. Those clients are an essential pre-requisite to the achievement of a modern, efficient,world-class house building industry.In developing countries, attempts to improve contrac-tors’ performance have failed to yield significant results(Cattell 1994). In particular, dedicated contractor-supportagencies have not succeeded (UNCHS...1996), and almostall of them have collapsed (Talukhaba 1998). The failure ispartly because many clients do not properly play theirroles. Alinaitwe et al . (2007a) identified the key factorsthat affect labour productivity on building sites in Uganda.These include a numbers of factors that are influenced bythe client including design changes, stoppages because of disputes with owners, stoppages because of insolvency,small construction volume, adherence to regulatory re-quirements, inspection delays and so on.In UK, there has been a significant decline in publicsector construction activity (Fellows et al. 2002). Therehas been an increase in the importance of the privateclient. This situation is similar to what is happening inUganda because of privatization trends adapted by go-vernment. It would be interesting to know if the clientswho are largely from the private sector are playing theirrightful roles. The objective of this paper is to find out towhat extent clients are playing their roles and what af-fects the productivity of the workers on the site. Informa-tion revealed would help clients, architects and policymakers in ensuring successful project implementation infuture projects. 2. Literature review2.1. Who a client is The success of the project depends as much on theclient as it does on the consultants and contractors.   H. M. Alinaitwe. An assessment of clients’ performance in having an efficient building process in Uganda 74 A client is seen as the person or firm responsible for com-missioning and paying for the design and construction of a facility and is usually the owner of the facility beingcommissioned (The BPF system...1983; Bryant et al.  1969). However, Boyd and Chinyio (2006) broaden thedefinition to include representatives of the owner or actwith delegated authority of the owner. The broad defini-tion of the client raises a host of issues such as the deci-sion-making powers of the client, the level of influencethe client possesses, and the requirements of the client.There is also the issue of the nature and type of clients.Another division differentiates the paying client from theend user. There is a school of thought that makes thedifference between an identifiable client and a virtualclient. Clients can be seen as one-off clients or repeatbusiness/continuing clients, or sophisticated or naïveclients. Construction clients are heterogeneous and at-tempts have been made to differentiate them. For exam-ple, Naoum and Mustapha (1994) grouped clients into ongoing, on-off and one-off. Flanagan and Norman (1993)classified clients as public and private ones. Mastermanand Gameson (1994) categorised clients into secondaryexperienced, primary experienced, secondary inexperi-enced and primary inexperienced. It could be argued thatthe nature and type of client impacts on the role and con-tribution a client makes. For this study the focus is onclients who pay for the works, at times referred to asemployers (ASCBC...1992) irrespective of the differenttypes of client as identified above.  2.2. Review of the role of clients Bowen et al. (1997) state that the construction indus-try potentially has a higher proportion of dissatisfied andcritical clients than any other industry. Kometa et al.  (1994) concluded that there is an evidence to suggest thatclients are largely misunderstood and dissatisfied with theperformance of their consultants and contractors. If that istrue, one then wonders whether the clients themselvesplay their roles in satisfying other stakeholders. Mbachuand Nkado (2006) argue that the construction industry’sservice providers have been unable to fully grasp theissue of client satisfaction largely because of the absenceor unawareness of a mechanism for measuring satisfac-tion in the procurement process. Tindiwensi (2006) foundout that shortcomings of labour management such as poormotivation, unfair wages and lack of training contributedto client dissatisfaction. Yet the clients themselves candirectly influence these.   Construction clients have project needs such as time-liness of completion, aesthetics, cost of the project andsafety of production (Hewitt 1987). These needs are partof project schemes and should be satisfied by buildingteams.Clients’ performance criteria are defined as thosemeasures used to assess the performance of clients basedon review of literature on client’s responsibilities. Per-formance in construction has traditionally been assessedon cost, quality, schedule and resources. The client hasthe responsibility in selecting design consultants who areable to offer designs that are not only safe to use but alsoare capable of being built safely. The client must appointa contractor who is competent and can build the project ina safe way. This may involve safety records being in-spected as a qualification for selection of a tenderer (Fel-lows et al. 2002). At times, clients use nominated subcon-tractors to provide for specialized items. The advantagesof subcontracting are that due to limited specialization thelabour and plant or the goods supplied will be suitable forthe work to give increased productivity and quality.The client has a role to arrange finances for the pro- ject and make predictions of the total cost of the projectand the associated fees and charges. One of the mainproblems faced by contractors is delay in receiving pay-ments from the client. This, in turn, has a knock on effecton suppliers and subcontractors who may not be paiduntil the main contractor has received the relevant interimpayment from the client. Risks that cannot be controlledby constructors should ultimately be borne by the client(Fellows et al. 2002). Clients pay for the insurance poli-cies that they enter into to protect the works. The clientshould facilitate the contractor to obtain a joint namespolicy for the works (ASCBC...1992). Lack of access tofinance is arguably the most critical of these constraints(Hewitt 1987). At least, it prevents contractors from satis-fying the financial requirements necessary to secure pro- jects, and procuring the other resources such as manage-rial and technical expertise.Clients’ needs and requirements in the developmentprocess can be categorized broadly into design, manage-ment, and construction services (Mbachu, Nkado 2006).In the UK, the client has a statutory duty to appoint aplanning supervisor for the purposes of preparing a safetyplan and monitoring the implementation of the plan onsite (Fellows et al. 2002). The client needs to provide theplanning supervisor with details of the project to enablehim perform the work properly.A review of the Agreement and schedule of condi-tions of building contract (ASCBC...1992) and Federa-tion Internationale des Ingeniuers – Counsels conditionsof contract (FIDIC Conditions...1987) reveals the rolesenumerated in Table 1 below. The roles have been sum-marised under quality, cost, schedule and resources butmany overlap in the given categories.  3. Methods The research approach includes a review of backg-round literature, interviews with architects on buildingconstruction projects, analysis of this information to de-velop findings, and extending these to present the keystrategic issues that could be targeted for improving theroles of clients within Uganda building industry in orderto improve workers’ productivity.The empirical data was collected through structuredinterviews with architects. The main topics in thequestionnaire were to do with costs, quality, schedulesand resources. This study adopted a positivist method, aguided questionnaire-based survey. This is a suitableapproach to the research problem (Raftery et al. 1997). Itsupplements the qualitative approaches to the explanationof the on-site effectiveness in construction by clients of    Journal of Civil Engineering and Management, 2008, 14(2): 73–78 75 Table 1 . Summary of roles of clients in the building industry (ASCBC...1992; FIDIC Conditions...1987)Quality Cost Schedule ResourcesSupervise the imple-mentation of works on atimely basis.Carry out evaluationand give feedback forimprovement of futureprojects.Attend site meetings toget to know the pro-gress and contribute tosolving problems.Determine the employ-ment of the contractorin case of persistentdefault.Approve and paymoney due to thecontractor asagreed.Handle claims anddisputes in atimely manner.Pay incentivesand bonuses,where work iscompleted in timewithin budget.Provide adequatetime for the pro- ject’s completion.Provide informa-tion in time forany variations.Provide clear roles and responsibilities of the parties in-volved in the project.Select suitable professionals, contractors and suppliers.Acquisition of consents and permits.Determine the securities and guarantees required for theproject.Inform the stakeholders about the project.Appoint competent supervisor/clerk of works for the con-struction stage.Provide for health and safety of workers.Enable the contractor to arrange insurance for the works.To provide bonding/surety for work carried out by thecontractor.Adequate preparation of contract documents includingdrawings.Engage tradesmen for executing the work not forming partof the contract. the building industry. In most cases, the architecturalprofession is seen to encompass the building process upto final handing over of projects. Therefore, they are mo-re knowledgeable than even the clients themselves. Thebuilding industry in Uganda is unique in the sense thatmost clients are of one-off nature. Therefore, it was foundnecessary to obtain responses from architects since theyhave dealt with many clients. Architects are involved inall the phases of formal building projects, and they are theprincipal consultants. 3.1. Data collection and analysis A list of all the architects was obtained from theUganda Society of Architects. Each of the architects wasasked to provide information based on one project thathas just been completed and for which they were the leadarchitects. The list consisted of 98 architects and an at-tempt was made to contact every single one of whom 66responded, thus giving a response rate of 67 %.The analysis of the data was through the SSPS 10.0packages. The data collected from the survey was codedand entered into the software that calculated all the re-quired statistics. 4. Results and discussion The architects involved have varying experience inthe building industry with a mean of 8.08 years. Somehave experience of 30 years, while others are just a fewyears in the field. This can be explained by the fact thatarchitectural courses are relatively new in the country andthat is where most architects have studied. The projectshave varying sizes of cost. The smallest being worth0.7 million Uganda shillings (approximately 400 UnitedStates dollars) and the largest 51.2 billion shillings (USD29.2 million). The mean is 2.308 billions (USD 1.3 mil-lion). The majority of the clients at 45.5 % are individualsfollowed by limited liability companies (Table 2). Themajority of the buildings were residences. The mainsource of finance for individual and limited liability com-panies was through private arrangement. Governmentprojects both local and central accounted for 7.6 % of theclients within the sample projects. The rest of the projectswere carried out by NGOs and parastatals. Table 2 . Distribution of clients of recently concluded buildingprojectsType of Client Frequency PercentCentral government 4 6.1Local Government 1 1.5Limited Liability Companies 22 33.3Individuals 30 45.5Others (NGOs, Parastatals) 9 13.6Total 66 100.0 The majority of the clients do not attend the schedu-led meetings regularly as on average they attended about40 % of those scheduled. Lack of regular attendance atmeetings implies that the clients do not always keep trackof the project developments. This might lead to variationsfor which the client might not have a clear background.The majority of the contractors were paid within lessthan 21 days from the date of certification. However,more than 33 % were paid in a period beyond one month.ASCBC provides that payment be made within 14 daysfrom presentation. Therefore on a number of occasions,contractors are paid beyond the time stipulated in theconditions of contract. This leads to low morale on thepart of contractors. Delay in payment also leads to delayin other activities due to the knock-on effect. It is ironic   H. M. Alinaitwe. An assessment of clients’ performance in having an efficient building process in Uganda 76 that even as the Government is taking measures to impro-ve the performance of contractors, the public clients areseldom good clients. There is poor financial planning andmanagement (Tindiwensi 2006).The survey also found out that most of the clients donot provide any advance payment to the contractors, asprovided in FIDIC (1987). The majority of contractorsare small and medium sized enterprises (SMEs) thatmight be facing problems with accessing finances fromlending institutions. Lack of advance payment leads topoor cash flow for the contractors. At the same time, thesurvey found that 89 % of the clients did not provide anybonus to the contractor where work was promptly comp-leted, as provided in FIDIC (1987). Payment of bonus isone of the incentives clients can use to motivate contrac-tors so that they can complete in time.The average cost of variations as a percentage of thecontract sum was about 30 %. Incomplete briefs, incom-plete designs and changes in design cause the majority of the variations. These account for 27, 21 and 14 % of thevariations respectively. Although most of the architec-tural and structural designs are complete by the time thecontract is placed, most of the mechanical and electricaldesigns are incomplete. The tendency to start work evenwhen the designs are incomplete is a major source of variations.More than 90 % of the clients do not support trai-ning. Lack of training has a big bearing on the quality of skills available in the market. Lack of skills was found tobe a major factor affecting productivity in Uganda(Alinaitwe et al . 2007). In this country, contribution tothe training programmes is not mandatory for contractorslike in the UK, where there is a levy for ConstructionIndustry Development Boards. The industry is comprisedof many small- and medium-size enterprises (SMEs) thatdo not want to invest in training. The SMEs seize theopportunity of undertaking the relatively unattractiveconstruction contracts on unattractive markets and therural communities (Eyiah, Cook 2003).   Clients successfully handled the disputes and claims,whenever they arose between the contractor and the su-pervisors as more than 80 % were resolved. Althoughthere are many problems in the industry, it looks as if thecontractors are reluctant to present their grievances. Thisattitude might be due to the fact that contractors do notwant to be blacklisted by the clients and therefore looseout on future jobs.The survey revealed that most clients do not providefor insurance of the building works as on average lessthan 20 % of the value of the works is insured. Lack of insurance has an effect on progress of works, especiallywhen hazards do occur. The client should facilitate thecontractor to insure the works.The survey found out that clients advised the cont-ractors about the milestones in order to develop a workprogramme that meets those dates. In addition, the clientsprovide ample time for the contractors to complete theprojects. However, most of the projects are phased out.Many projects are discontinuous and temporary and thereare often no linkages between the projects and construc-tion business processes.The survey indicated on a five-point scale where 1represents “strongly agree”, 3 represents “neutral” and 5represents “strongly disagree” that the clients: ã   Appointed competent supervisors to supervise theconstruction works ( µ = 1.95). ã   Consulted the relevant stakeholders before com-mencing construction works ( µ = 2.22). ã   Appointed a competent main contractor ( µ = 2.45). ã   Nominated suitable suppliers ( µ = 2.63). ã   Selected suitable consultants for the work ( µ = 1.75). ã   Respected the consultants’ advice ( µ = 1.98). ã   Appointed the design team to carry on with the con-struction ( µ = 1.39). ã   Were involved in the design process ( µ = 1.90). ã   Acquired the permits to enable the works to proceedsmoothly ( µ = 2.40). ã   Provided clear roles and responsibilities ( µ = 2.78)to those brought onto the project. ã   Appointed competent nominated subcontractors forthe works ( µ = 2.46).Architects are not sure whether clients provideadequate support to the contractors in ensuring the healthand safety of workers ( µ = 2.97). This partly explains thereason why there are many accidents in the building in-dustry in Uganda (Alinaitwe et al. 2007b). The majorityof the architects believe that the productivity of theworkers is influenced by the way the client plays theirroles ( µ = 2.78). When asked to give one role that theclients should improve in order to increase the productivi-ty of the workers, the majority (40 %) would like to seethe payments made on time. Others would like to seemore respect to the consultants, while others would liketo see more involvement in the design process and quickdecision-making.  5. Conclusion The objective of this research was to review the ro-les of clients in the building industry and to find outwhether the clients are carrying out those roles in order tohave an efficient construction process.The survey carried out on architects has indicatedthat clients carry out many of their roles in the context of the building industry in Uganda. However, clients do notperform well in the areas of paying the contractors asagreed, training the workforce, and insuring the work.These areas have a direct bearing on the productivity of the labour force and should therefore be addressed forimprovement. A survey on major clients in the UK indi-cated that one the most important changes to improve thegeneral efficiency and productivity of the industry wasthe choice of simple contracts (Latham 1994). The choiceof the conditions of contract is a matter for the client,who arranges the funding for the project and pays for it.When both main parties to the contract – client and cont-ractor – equally are matched, the choice of the contract
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