Claim management office maturity model (CMOMM) in project-oriented organizations in the construction industry

Purpose Claim formation is a fact and a regular occurrence in construction industry projects and often leads to a waste of money and time for organizations. Organizations can, however, reduce and control claims by promoting an integrated claim management system and improving productivity in the results of the claims. Establishing a claim management office is one of the ways to help organizations achieve this. Design/methodology/approach Based on library research, expert opinion and analysis of organizations' contracts as case studies and identifying the root causes of the claim, this paper proposes a claim management office maturity model and determines its levels. Findings This paper proposes a claim management office maturity model and also determines its levels. The general structure of this model is based on three parameters: "characteristics of each level," "requirements of each level" and "transition period of each level" in five levels, where the first level is the most basic level and level five is the highest level of the implementation of a claim management office in the organization. Originality/value It can be clearly emphasized that this research is one of the first research studies that has dealt with the issue of claim management office in the construction industry and has proposed the model of maturity and development of claim management office in the organization. The use of numerous and experienced experts in achieving the results and case organizations to develop this research has increased the value and credibility of this research. This study also helps to improve the level of claim management in construction industry organizations so that these organizations can implement each level of claim management maturity model in the organization according to their competence and need for claim management. And by implementing it correctly, solve or reduce the problems of claim management in the organization and their projects.