Questionnair Strictly Confidential

Study on Effectiveness of
Employee’s Role in Service Delivery
of Construction Services for a
Construction Firm

Department of Construction Management

 Introduction
Employees are an integral part of every organization. Their hard work
contributes to the growth and success of every organization across the
globe. Even in construction industry this holds true. No project can be
completed successfully, accurately, on time and within the proposed
budget without the participation of employees. With this participation a
company can achieve all the success, repeat business, customer
satisfaction, profit etc. In the current scenario with the recession every
contractor wants repeat orders from its customers and as many new
projects as he can achieve. This can only be achieved through true
customer satisfaction and excel in performance of the contract/project.
Thus employees play a very critical role in service delivery and hence in
critical in the firms success.

Objectives
Since customer satisfaction is very important for repeat business and new
projects, construction service delivery is very important in the
construction industry. Employees affect construction service delivery the
most as they are the internal cogs of the process. This survey aims to find
out what contractors feel regarding employees role in construction service
delivery. It aims to find out the importance of employee’s role in
construction service delivery.

Confidentiality Statement
All the information gathered here will be kept strictly confidential
and will be used only for research and analysis without
mentioning the person or company names.

Instructions
Please take a look at the following questionnaire and try to answer
correctly and accurately, as many questions as possible.

THANK YOU VERY MUCH FOR YOUR KIND CO-OPERATION AND

TIME
Personal Information:-

Name of the respondent (Optional): Lucas Searle

___________________________

Present position in the company (Optional): Project Engineer

_______________

Total work experience: ______2 _______________________________years

Company Information

Name of the Bratney Companies

company

What describes best your type of organization?

1. General Contractors X 4. Design Manager

2. Sub Contractors 5. Construction Manager
3. Design Constructors 6. Construction Management
Contractor
Other _______________________________

Number of years in business (___40______ years)

In what sector does your organization work (Check all that applies)
A. Public ( X ) (____100___% of total volume of work)
B. Private ( ) (___________% of total volume of work)

What type of work your organization is typically involved with? (Check all
that applies).

General Building Civil (Heavy and Highway)

Residential Industrial x
Institutional Other x
_____Agricultural___________

Please select the annual volume of your work

Less than $10M Between $100M and $500M
Between $10M and $50M More than $500M
Between $50M and $100M x

Under what type of Delivery System do you work? (Check all that applies).

A. Traditional (Design-Bid-Construction) (___50________% of total volume)

B. Design Build (____50_______% of total volume)
C. Construction Management at Risk (__________% of total volume)
D. Others please specify (__________% of total volume)

Q1. How would you rate the role of employee (1 being the lowest
and 5 being the highest) in delivery of construction services?

1 2 3 4 5
X

Q2. Do employees affect the quality and satisfaction of

construction service delivery? If yes please rate the importance
(1 being the lowest and 5 being the highest).

Yes No
1 2 3 4 5
X

Q4. Do employees affect the time of delivery of construction

services? If yes please rate the importance (1 being the lowest
and 5 being the highest)

Yes No
1 2 3 4 5
X

Q5. Do employees help play an important role in achieving

business/projects for your company through effective, satisfying
and timely construction service delivery? If yes please rate (1
being the lowest and 5 being the highest).

Yes No
1 2 3 4 5
X

Q6. Will employee management and training improve the quality

of the construction service delivery? If yes please rate (1 being
the lowest and 5 being the highest).
 Yes No
1 2 3 4 5
X

Q7. Does employee’s role in construction service delivery help

the firm in achieving profit? If yes please rate (1 being the lowest
and 5 being the highest).

Yes No
1 2 3 4 5
X

Q8. Answer the following questions in relation to a recently completed

project where preconstruction and construction services were provided.

1 2 3 4 5
Effectiveness of service delivery during
preconstruction

X
Were your employees effective in assisting in
the preconstruction process?

X
Did you feel your concerns were met in the
preconstruction process?

X
Were your employees helpful in providing
expertise in the process?

X
How was your experience with your
preconstruction service delivery?

X
Was your employees correct, regarding
estimating costs?
X
Were your employees helpful in assisting in
the procurement phase?

1 2 3 4 5
Effectiveness of service delivery in the construction process
How effective was the delivery process of the construction materials? X

Were our employees helpful in explaining the scheduling process? X

Did our employees provide help in explaining the delivery service process? X
Were you pleased with the level of safety management in the process? X
How would you rate our employees in risk assessment and management X
Were you pleased with the project management system used on the site X
Were our employees proficient in the logistics management of the project? X
Did our employees effectively manage the materials on site? X
Please rate our employees in handling problems and conflicts X
How would you rate our employees during the inspection process X
Overall, how was your experience with our construction service delivery? X

If a problem arose how on site, was it handled with care?

Please describe how the problem was handled? ___

Yes, Whenever a problem arose on site we would gather all parties involved and we would discuss
possible solutions that would solve the problem and also help with keeping similar problems from
occurring in the future.______________________________________________________

________________________________________________________________________

How would rate our employees in handling conflicts of interest on site?

Please describe how those conflicts were
resolved___________________________________________________________________

_______I would have to rate it about a 7 out of 10. We generally would sit down with whoever was
involved in the conflict and try to prioritize the problems at hand and discuss all possible outcomes of
effective solutuions.__________________________________________________________

__________________________________________________________________________

Q9. When talking with a close friend, how would you rate your employees?

1 2 3 4 5
X

Q10. Please suggest any opinions that you think can help in
improving employees for better construction service delivery.

1.
I believe that training and all other forms of the transfer of knowledge
from more experienced employees to the less experienced is very
important in the progression of a company.

2.
Communication is one of my main points of interest when discussing how
the company can get better as a whole. Clear lines of communication
can solve problems before they arise.

3.
Prompt planning. Always plan ahead and do your best to stick to it.
Plans may change but not having a plan becomes much more of an
inconvenience than changing an existing one.

4.
Understanding your role. Throughout projects certain tasks may get
overlooked because many people do not understand their role in the
project and can be hesitant to do something that they may see as not
their responsibility. Sometimes they may be cautious to do a task
because they might feel they are overstepping their boundaries by
making a certain decision or completing that certain task.

5.